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simsim3d
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Gaming disconnects on every game

Hi every game I'm playing at the moment is disconnecting on multiple consoles and different games making it impossible to play anything.  I think my power levels are fine but I have noticed there changing quite a bit,  I also have a booster that I have now unplugged because it seemed to cause more problems I'll attach my power levels for someone to take a look at.  With the booster plugged in they go to 9dbmv Downstream and 50+ dbmv upstream, any help will be appreciated thanks. 

 

 

 

 

 

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simsim3d
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Message 2 of 20
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Re: Gaming disconnects on every game

I don't no why but my screenshots won't appear of my power levels to carry on in a bit more detail from yesterday my ps4 and superhub are wired, I dont lag in games they just freeze and disconnect from the games is happen on almost every game I play I have noticed my power levels are still in you're recommended levels but I've noticed there a little all over the place Rx power can be 3.4 dbmV I can look 5 mins later and the 5.7dbmV is this normal? The booster in the mains you installed last time send levels over 9dvmV so I unplugged from the mains but still wired threw it helped at first but not any more
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Superuser
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Message 3 of 20
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Re: Gaming disconnects on every game

Your screen shot was rejected as it contained your WAN IP address and personal info like that is not allowed to be posted on the forum.  Not sure who rejected it, they should have posted here or sent you a PM to explain why it had been rejected.

As a Superuser I have access to the rejected image and the power levels in the image are indeed within the recommended range.  The Post RS errors look high on the downstream channels, but this could be a historical build up. Might be worth restarting the hub and seeing if those errors start to climb rapidly again.  The fluctuating power levels don't sound good.

The forum team will get to you as quickly as they can and take a look at your line, but it could take up to a week for them to respond.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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simsim3d
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Message 4 of 20
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Re: Gaming disconnects on every game

Hi I've been monitoring my power levels and even though they are in recommended levels they are going all over the place from 3 - 8 downstream upstream 43 - 55
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simsim3d
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Message 5 of 20
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Re: Gaming disconnects on every game

OK today it's took a turn for the worse I'm disconnecting from everything wired and wireless. The errors were reset 24 hours ago I've tried ringing but everything is fine apparently power levels all over the place and timeouts every time I try and play a game


DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 322750000 266750000 274750000 282750000 290750000 298750000 306750000 314750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 60 53 54 55 56 57 58 59
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 5.87 4.73 5.24 5.39 5.68 5.73 5.57 5.83
RxMER (dB) 38.26 37.64 37.94 37.94 38.98 38.98 38.98 38.61
Pre RS Errors Reset Counter 263600 414281 370950 389681 380766 360735 360002 309376
Post RS Errors Reset Counter 21563 34385 29231 33452 33185 31066 31480 25486


US-1 US-2 US-3 US-4
Channel Type N/A N/A 2.0 2.0
Channel ID N/A N/A 3 4
Frequency (Hz) N/A N/A 32600000 25800000
Ranging Status Other Other Success Success
Modulation N/A N/A 64QAM 64QAM
Symbol Rate (Sym/sec) N/A N/A 5120000 5120000
Mini-Slot Size N/A N/A 4 4
Power Level (dBmV) N/A N/A 48.00 46.50
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 2 18
T4 Timeouts 0 0 0 0
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Superuser
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Message 6 of 20
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Re: Gaming disconnects on every game

The post RS errors should not be that high 24 hours after being reset so that suggests a fault to me. Unfortunately the VM call centre staff aren't the best. The forum staff however are good and I'm sure they will be able to help, they are just taking a wee while to get to threads currently.

If you haven't had a response from the forum team by Wednesday, remind me and I'll see what I can do to give them a nudge.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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simsim3d
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Message 7 of 20
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Re: Gaming disconnects on every game

So I managerd to get a engineer that came out swapped the superhub box and left said power levels are fine like I keep saying yes they are but there's still something wrong so many timeouts and errors know one on the phone knows what Im even talking about can someone please help its been over a week 

 

 

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Superuser
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Message 8 of 20
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Re: Gaming disconnects on every game

@ModTeam Please can you ask the forum team to have look at this as @simsim3d has been waiting a week and telephone support and a local engineer seem to be dismissing it without a proper investigation.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Forum Team
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Message 9 of 20
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Re: Gaming disconnects on every game

Hi simsim3d,

Apologies for not reaching you sooner, but hopefully we'll get this issue resolved.

Your Hub's power levels are currently optimal and there's nothing on the network segment to explain why they'd fluctuate.]

Your Hub's modem SNR though is low, which could point to a faulty Hub. I would prefer though to arrange for an engineer to take a look just in case there is a localised issues that needs attention.

Please reply to my PM (purple envelope icon, top right of page) and I'll get an appointment scheduled in.

We'll see how that goes and then decide whether or not we need do anything further.

Smiley Happy

 

@SCA1972 - thanks for flagging this.


Jen
Forum Team



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Message 10 of 20
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Re: Gaming disconnects on every game

@Jen_A Thanks for responding. I'm a bit concerned that @simsim3d has already had an engineer out who swapped the hub and either didn't spot the SNR was low or chose to ignore it.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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