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Standard User Dadice
(newbie) Sun 13-Sep-20 20:34:55
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Unrealible connection


[link to this post]
 
My connection started going down the drain a few weeks ago. I tried everything to fix it. Called Virgin but they say everything seems fine.

Connection drops multiple times a day. Its been getting worse and worse. Ping numbers in the millions. I have actually never seen that happen ever before. up to 40% packet loss on upload. I literally cant use the internet for 30 minutes straight and it gets worse at nigh.

Here are some days iv been monitoring it:
https://www.thinkbroadband.com/broadband/monitoring/...

https://www.thinkbroadband.com/broadband/monitoring/...

https://www.thinkbroadband.com/broadband/monitoring/...

I cleaned up my computer with malwarebytes/antivirus and cleaned up every device connecting to the internet.
Checked the ethernet cable/modem/cable from the wall everything seems fine.
Standard User anthonyshapley
(newbie) Mon 14-Sep-20 09:03:10
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Re: Unrealible connection


[re: Dadice] [link to this post]
 
Welcome to the club, experiencing exactly the same issues. Expecting my 3rd Virgin Engineer visit today.
Standard User anthonyshapley
(newbie) Mon 14-Sep-20 12:14:11
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Re: Unrealible connection


[re: anthonyshapley] [link to this post]
 
Virgin engineer rang me this morning - explaining this has now been resolved apparently. They finally spotted a fault on the network which was affecting a lot of customers. Observed spotted on Friday / Ticket raised internally and fixed at 11pm last night. So far today my connection hasn't missed a beat.

Shocking its taken them 3 weeks to sort it though.


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Standard User Dadice
(newbie) Mon 14-Sep-20 18:06:04
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Re: Unrealible connection


[re: anthonyshapley] [link to this post]
 
Dont know what they solved but this is today. Im starting to lose my cool.

https://www.thinkbroadband.com/broadband/monitoring/...
Standard User jchamier
(eat-sleep-adslguide) Mon 14-Sep-20 18:50:22
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Re: Unrealible connection


[re: Dadice] [link to this post]
 
In reply to a post by Dadice:
Dont know what they solved but this is today. Im starting to lose my cool.
Assuming you are using a Hub 3 and don't have your own modem, go to the http://192.168.0.1 page and click Check router status. Then click Network Log.

Look for lines starting these topics:
* SYNC Timing Synchronization failure - Loss of Sync
* RCS Partial Service
* No Ranging Response received - T3 time-out
* Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

If you have any of these, there is a fault between your modem and Virgin Media's equipment. You might find it best to post the errors on the Virgin Community forum.

20 years of broadband connectivity since 1999 trial - Live BQM
Standard User Dadice
(newbie) Mon 14-Sep-20 19:03:10
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Re: Unrealible connection


[re: jchamier] [link to this post]
 
Yes it is full of this

Time Priority Description
14/09/2020 19:01:19 critical No Ranging Response received - T3 time-out;CM-MAC=e4:57:40:43:51:39;CMTS-MAC=28:52:61:29:5d:d0;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 18:32:22 Warning! RCS Partial Service;CM-MAC=e4:57:40:43:51:39;CMTS-MAC=28:52:61:29:5d:d0;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 18:32:9 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57:40:43:51:39;CMTS-MAC=28:52:61:29:5d:d0;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 18:23:40 Warning! RCS Partial Service;CM-MAC=e4:57:40:43:51:39;CMTS-MAC=28:52:61:29:5d:d0;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 18:23:39 Warning! Lost MDD Timeout;CM-MAC=e4:57:40:43:51:39;CMTS-MAC=28:52:61:29:5d:d0;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 18:23:34 Warning! RCS Partial Service;CM-MAC=e4:57:40:43:51:39;CMTS-MAC=28:52:61:29:5d:d0;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 18:23:19 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e4:57:40:43:51:39;CMTS-MAC=28:52:61:29:5d:d0;CM-QOS=1.1;CM-VER=3.0;
Standard User jchamier
(eat-sleep-adslguide) Mon 14-Sep-20 21:03:19
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Re: Unrealible connection


[re: Dadice] [link to this post]
 
In reply to a post by Dadice:
Yes it is full of this
Too late now, but if you can, edit your post to remove those MAC addresses.

The T3, T4 and RCS partial service messages come from the Hub telling you it has lost connection over the Virgin Media wires to the other end over the cable TV coax network.

You need to call Virgin Media and give them these errors, they show there is a fault, and they need to fix it. Probably in the green boxes (some areas grey) in the road.

The blue skies and heat today will be causing the connections in the boxes to expand and disconnect, more than happens on cold days.

I'm having a similar problem, had a sort-of fix in August, had to get a technician out.

The Virgin Media Community forums can help, post the modem log, and the BQM pictures you have posted here.

20 years of broadband connectivity since 1999 trial - Live BQM
Standard User R0NSKI
(knowledge is power) Tue 15-Sep-20 10:13:03
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Re: Unrealible connection


[re: Dadice] [link to this post]
 
Go via the VM forum's, telephone support is hopeless, even worse if your using it in modem mode like I am. Telephone support is obsessed with WiFi, and every time you phone up you go through everything again, total pain.

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