Forum Discussion

shallow's avatar
shallow
Joining in
3 months ago

Error Code CS2004, Intermittent poor gaming performance

Hi All,

We started getting a CS2004 error on our Virgin 360 box towards the back end of October. I researched this and posts said connection problems, so I disconnected all of the cables and reseated them but problems persisted so I reset the box to factory defaults. We then started to experience drop outs, performance issues whilst gaming such as Lag etc so the router was also reset to factory defaults but to no joy.

I then did a test on the app and it was telling me that there was a communication problem between TV and broadband, then issues in the local area wait 24 hours. Eventually after a week or so of waiting I finally logged a fault with the support team back at the end of October/Early November. An engineer attended and he showed me that all the lights were currently green on his device (he did see drop outs on the connection history though).

He checked all cables, connections etc but as this did not cure the problem he then cleaned the external cable,  replaced the internal cable which links the 360 box to coax and hub. Seemed to cure the problem but just as he was leaving it came back, he asked me to wait a while and see if it returned - it did. The engineer said the next step was to change the way the connection entered the house, something about a new way of bringing the cable inside and that he would arrange it. Sure enough another engineer came but at this point I was at work, and they replaced the cable from the road to the house, I mentioned this to the original engineer who stated that was not what should have happened - apologised and said he would sort it, this was 26th November.

The Virgin Media app and web site alternate between every thing is fine, to The TV box is having broadband connection issues to intermittent broadband issues in your area all within minutes of each other.

I don't really understand the Think Broadband Quality Monitoring graphs but here is a typical connection graph we used to get at the beginning of October.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/006af32641b153dd2bd253a57622f0f167eba1f2-01-10-2024

 This is today's

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d790454fa2d892b52aa9292e387c003f845b14b8-04-12-2024

This is yesterdays

https://www.thinkbroadband.com/broadband/monitoring/quality/share/92e75568a34652eb700f5175ffc2b41809ef1805-03-12-2024

Another graph which seems to show some issues with packet loss, bit of an odd time though as we are generally sleeping through the night so if the spikes show traffic this is a bit weird. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f4fb120629d722d70b0abad6b38544f326d547ae-22-11-2024

Whilst I am patiently waiting for an update from the engineer on when the changes will be done I thought I would post here to see if anyone had any ideas on what I can do if anything.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    Hi shallow 

    I've moved your thread from the TV360 forum to the broadband forums.

    The BQM link that you posted showing the connection for 4th December shows that you have you have an internet issue.  Whilst you are waiting for your 'update from the engineer', it would be helpful to post the actual hub stats.

    Type 192.168.0.1 (192.168.100.1 if you are in Modem mode) into your browser URL bar and press enter. 

    When the page appears click ‘Check Router Status’ 

     When that page appears, log in (using the details on the hub) and then go to Advanced Settings > Tools > Network Status.

    Then copy paste (don't screenshot) the information from the Downstream, Upstream, Configuration and Network logs. 

     

    • shallow's avatar
      shallow
      Joining in
      2 months ago

      Ok will do, thanks. The Hub 4 admin pages are so slow and unresponsive, sometimes they load other times they don't, currently they are not loading in but will keep trying.

  • shallow's avatar
    shallow
    Joining in
    2 months ago

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    25330750000-1.839QAM25625
    11387500000.840.4QAM2561
    21467500000.740.4QAM2562
    31547500000.740.9QAM2563
    41627500000.740.9QAM2564
    51707500000.740.9QAM2565
    61787500000.840.4QAM2566
    71867500000.740.4QAM2567
    81947500000.840.4QAM2568
    92027500000.840.4QAM2569
    102107500000.840.4QAM25610
    112187500000.540.4QAM25611
    122267500000.540.4QAM25612
    132347500000.340.4QAM25613
    142427500000.140.4QAM25614
    152507500000.140.4QAM25615
    16258750000-0.440.4QAM25616
    17266750000-0.740.9QAM25617
    18274750000-0.740.4QAM25618
    19282750000-0.740.4QAM25619
    20290750000-0.840.4QAM25620
    21298750000-0.940.4QAM25621
    22306750000-1.340.4QAM25622
    23314750000-1.540.4QAM25623
    24322750000-1.739QAM25624
    26338750000-1.739QAM25626
    27346750000-1.540.4QAM25627
    28354750000-1.539QAM25628
    29362750000-1.438.6QAM25629
    30370750000-1.239QAM25630
    31378750000-1.439QAM25631
    32386750000-1.739QAM25632



    3.0 Downstream channels

    Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

    25Locked38.98326100
    1Locked40.36628700
    2Locked40.36628700
    3Locked40.94620900
    4Locked40.94620900
    5Locked40.94620900
    6Locked40.36628700
    7Locked40.36628700
    8Locked40.36628700
    9Locked40.36628700
    10Locked40.36628700
    11Locked40.36628700
    12Locked40.36628700
    13Locked40.36628700
    14Locked40.36628700
    15Locked40.36628700
    16Locked40.36628700
    17Locked40.94620900
    18Locked40.36628700
    19Locked40.36628700
    20Locked40.36628700
    21Locked40.36628700
    22Locked40.36628700
    23Locked40.36628700
    24Locked38.98326100
    26Locked38.98326100
    27Locked40.36628700
    28Locked38.98326100
    29Locked38.60537700
    30Locked38.98326100
    31Locked38.98326100
    32Locked38.98326100



    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159944K1800QAM4096424


    3.1 Downstream channels

    Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
    159Locked42-0.5291367572714259
  • shallow's avatar
    shallow
    Joining in
    2 months ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

    146200000355120 KSym/secQAM643
    223600000365120 KSym/secQAM646
    33260000035.55120 KSym/secQAM645
    439400000355120 KSym/secQAM644
    55370000035.55120 KSym/secQAM642
    660300000355120 KSym/secQAM641



    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000
    6ATDMA0000

     

  • shallow's avatar
    shallow
    Joining in
    2 months ago

    General Configuration

    Network access
    true
    Maximum Number of CPEs
    1
    Baseline Privacy
    true
    DOCSIS Mode
    3.1
    Config file
    kfoA,.iyewrkldJKDHSUBsgvca698



    Primary Downstream Service Flow

    SFID
    6750
    Max Traffic Rate
    575000085
    Max Traffic Burst
    42600
    Min Traffic Rate
    0



    Primary Upstream Service Flow

    SFID
    6749
    Max Traffic Rate
    55000085
    Max Traffic Burst
    42600
    Min Traffic Rate
    0
    Max Concatenated Burst
    42600
    Scheduling Type
    bestEffort
  • shallow's avatar
    shallow
    Joining in
    2 months ago

    Network Log

    Time Priority Description

    Thu 05/12/2024
    18:54:05    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    18:53:38    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    18:33:28    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    18:33:09    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    18:11:47    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 9; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    18:11:00    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    18:10:33    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    18:10:29    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    18:09:27    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    18:08:53    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:53:51    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:53:37    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:37:56    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:37:51    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:27:58    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:27:53    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:09:54    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:09:32    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:06:31    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:06:12    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:00:21    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    17:00:19    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    16:57:49    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    16:57:39    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    16:57:01    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    16:56:25    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    16:36:34    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    16:36:16    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    16:17:25    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    16:17:06    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    15:57:31    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    15:57:01    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    15:47:51    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    15:47:41    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    15:30:18    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    15:29:55    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    15:22:57    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    15:22:55    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    14:55:05    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 21; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    14:54:51    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    14:36:52    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 13; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    14:36:15    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    14:27:53    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    14:27:15    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    14:16:36    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    14:16:03    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    13:47:47    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    13:47:33    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    13:29:01    		6CM-STATUS message sent. Event Type Code: 5; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    Thu 05/12/2024
    13:28:36    		3SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • shallow's avatar
    shallow
    Joining in
    2 months ago

    More issues which affected meetings this morning! Need to log another support request I guess though the service status is once again stating intermittent signal in your area and to wait 24 hours!

    • Nathan_B's avatar
      Nathan_B
      Forum Team
      2 months ago

      Hi there shallow 👋 Welcome to the community and thanks for your post 😊

      Sorry to see that these issues you've had have continued. I've checked our system and can see you've been in touch since your last post. Have you now been able to get help with this?

      Let us know if you need anything further, we're always happy to help.

      Regards

      Nathan

      • shallow's avatar
        shallow
        Joining in
        2 months ago

        Engineer coming Tuesday evening, hopefully a resolution can be found. 

  • shallow's avatar
    shallow
    Joining in
    2 months ago

    Original engineer not getting back to me and no response from VM Team on here. Finally managed to get an appointment booked for Tuesday after the online checker wouldn't let me due to "intermittent problem in your area".

    Spoke to several people on my estate who have no problems so can't be a problem in the area imo.

    Yesterday's BQM

    Today's BQM

    Pixellated video continues along with lag in games on different consoles etc.

     

  • shallow's avatar
    shallow
    Joining in
    2 months ago

    Just an update on my post.

    Engineer attended but problem has not been resolved ab=and it's been passed on to the Network team with a date of tomorrow. Another 30 minute ish outage today too. Here's hoping they can resolve the issue.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      2 months ago

      I am sorry to hear this shallow.

      How did it go with the network team, what did they advise?

      • shallow's avatar
        shallow
        Joining in
        2 months ago

        After we suffered 3 outages on one day I called to chase up the problem and a further engineer came out the following day.

        He did work both inside, outside and in the cabinet along the street but it’s still not fixed.

        He’s arranging to change the way the line comes into the house (like the first engineer said would happen) sometime this week, least I hope so anyway. 
        Been going on way too long now. 

        Connection really is poor

  • shallow's avatar
    shallow
    Joining in
    2 months ago

    😒



    Thunk it’s time to get out of this contract and absolutely woeful support. 

    • Lee_R's avatar
      Lee_R
      Forum Team
      2 months ago

      Hi shallow thanks for getting back to us.

      Sorry to hear of your ongoing connection issues. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee_R

  • shallow's avatar
    shallow
    Joining in
    2 months ago

    Just an update on this post. The 4th engineer came out and did what the first engineer said needed to be done and that was to change the way the cable entered the house.

    Now have a white box on the wall in the living room and my problems with the TV and random speed, lag issues are now gone. 
    The last engineer said that he didn’t understand why any of the previous engineers didn’t just do it  🤷🏻‍♂️ Glad to have managed to get a solution to the issue finally though 😊