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PictonUK
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Connection drop 30-60 second intervals

Hi, I've been having the same issue for quite some time now. Every so often the internet speed drops drastically for around 2-3 seconds at 30 second intervals. Normally this wouldn't be a problem but it makes online gaming impossible.

I've phoned the virgin call centre a number of times but all that is suggested is that I reset the router. This does solve the problem temporarily but as the issue keeps coming back it would be good to find a permanent solution.

I'm using a wired Ethernet cable to my main gaming PC.

Any help would be greatly appreciated.

Thanks

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Forum Team (Retired) Adam_L
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Re: Connection drop 30-60 second intervals

Hi PictonUK, 

Thanks for letting us know about your issues with your connection dropping for 30 - 60 second intervals, I apologise for any inconvenience caused.

I have tried to test things from here, however I was unable to locate any of your details via your forum account. In order to proceed with diagnostics I will need some information from you.

I will send you a PM (purple envelope at the top) detailing what's required in order to proceed with diagnostics. Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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Forum Team (Retired) Adam_L
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Message 7 of 7
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Re: Connection drop 30-60 second intervals

Hi Josh, 

Thanks for responding to me!

I have now managed to run some tests from here and your Hub went offline whilst I was testing it, I would like to arrange for an engineer to attend and investigate things further for you. 

I will send you another PM (Purple envelope at the top) detailing what's required in order to get an engineer booked in. Please respond to me there and I'll ensure this all gets booked and secured for you.

Take care, 

Thanks, 

Adam.


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Superuser
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Re: Connection drop 30-60 second intervals

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button in the top right of the screen.
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting.

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PictonUK
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Re: Connection drop 30-60 second intervals

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 299000000 Hz 251000000 Hz 259000000 Hz 267000000 Hz 275000000 Hz 283000000 Hz 291000000 Hz 307000000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 17 11 12 13 14 15 16 18
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
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) 20.8 dBmV 19.6 dBmV 19.5 dBmV 19.4 dBmV 19.0 dBmV 20.8 dBmV 20.8 dBmV 20.2 dBmV
RxMER (dB) 39.0 dB 39.4 dB 39.4 dB 39.4 dB 39.4 dB 39.4 dB 39.3 dB 38.6 dB

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 N/A N/A
Channel ID 1 2 N/A N/A
Frequency (Hz) 37600000 Hz 31000000 Hz N/A N/A
Ranging Status Success Success N/A N/A
Modulation QAM64 QAM64 N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 128 128 N/A N/A
Power Level (dBmV) 36.8 dBmV 36.3 dBmV N/A N/A
T1 Timeouts 0 0 N/A N/A
T2 Timeouts 0 0 N/A N/A
T3 Timeouts 0 0 N/A N/A
T4 Timeouts 0 0 N/A N/A

Network Log
First Time Last Time Priority Error Number Description
22/10/2016 17:23:50 22/10/2016 17:23:50 Critical (3) 2436694078 TOD established

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Superuser
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Re: Connection drop 30-60 second intervals

Your downstream power levels are way too high and need to be adjusted.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

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PictonUK
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Re: Connection drop 30-60 second intervals

Thanks for your help. I really appreciate it.

I'll make sure to contact VM right away.

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Forum Team (Retired) Adam_L
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Message 6 of 7
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Re: Connection drop 30-60 second intervals

Hi PictonUK, 

Thanks for letting us know about your issues with your connection dropping for 30 - 60 second intervals, I apologise for any inconvenience caused.

I have tried to test things from here, however I was unable to locate any of your details via your forum account. In order to proceed with diagnostics I will need some information from you.

I will send you a PM (purple envelope at the top) detailing what's required in order to proceed with diagnostics. Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


Tech fan? Have you read our Digital life blog yet? Check it out


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Forum Team (Retired) Adam_L
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Message 7 of 7
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Helpful Answer

Re: Connection drop 30-60 second intervals

Hi Josh, 

Thanks for responding to me!

I have now managed to run some tests from here and your Hub went offline whilst I was testing it, I would like to arrange for an engineer to attend and investigate things further for you. 

I will send you another PM (Purple envelope at the top) detailing what's required in order to get an engineer booked in. Please respond to me there and I'll ensure this all gets booked and secured for you.

Take care, 

Thanks, 

Adam.


Tech fan? Have you read our Digital life blog yet? Check it out