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emathewjose
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Message 1 of 13
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Connection has been dropping or 2 MONTHS +

I have Virgin Broadband 100 MB (only service from Virgin, no phone, no TV) and the connection has been dropping for extended periods for more than 2 months. I have been given some credit, but the issue has not resolved. When I called tech support they said that because I had reset the router (may be 50 times) and at the time of calling there was nothing wrong they could not book an engineer. Is there anything I can do to get them to send me a new SuperHub or any config changes I could do? I have tried the following 

  • Resets
  • Reboots
  • Changed channels
  • Disabled 5G network
  • Released/ renewed leases 
  • Removed fixed IP's

 

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Superuser
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Message 2 of 13
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Re: Connection has been dropping or 2 MONTHS +

hiya @emathewjose i would have demanded engineer, would be worth checking the signal levels if you could copy/paste the downstream, upstream, network log. is this only happening on wireless or both?
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emathewjose
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Message 3 of 13
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Re: Connection has been dropping or 2 MONTHS +

Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 17 267000000 Hz 256 QAM 6.2 dBmV 38.3 dB 11949 304
Locked 18 275000000 Hz 256 QAM 6.1 dBmV 38.3 dB 52696 984
Locked 19 283000000 Hz 256 QAM 6.1 dBmV 37.9 dB 5561 298
Locked 20 291000000 Hz 256 QAM 6.3 dBmV 37.1 dB 4447 289
Locked 21 299000000 Hz 256 QAM 6.2 dBmV 37.4 dB 1566 1057
Locked 22 307000000 Hz 256 QAM 6.2 dBmV 37.1 dB 1253 945
Locked 23 315000000 Hz 256 QAM 6.1 dBmV 36.6 dB 415 293
Locked 24 323000000 Hz 256 QAM 6.7 dBmV 36.8 dB 1248 1040

Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 2 31000000 Hz ATDMA 44.3 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 3 24400000 Hz ATDMA 45.3 dBmV 64QAM 6400000 Hz 5120 Ksym/sec

Modem Initialisation
Stage Status
Downstream Acquisition Locked
Primary Frequency 267000000 Hz
DHCP Done
TFTP Done
Time Of Day 14:19:26 GMT
Security BPI+
Counters T1,T2,T3,T4,Sync,Resets 000,000,000,000,000,000

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emathewjose
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Message 4 of 13
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Re: Connection has been dropping or 2 MONTHS +

Mainly on the wireless occasionally on the wired

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Superuser
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Message 5 of 13
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Re: Connection has been dropping or 2 MONTHS +

downstream power levels ain't the greatest but still within spec, to check is there any forward path attenuators attached to the coax (white cable) looks like:

Image result for path attenuator 5dbmv

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emathewjose
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Message 6 of 13
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Re: Connection has been dropping or 2 MONTHS +

There was one, but I removed it a while ago and moved the router closer. Also how could this cause the drops in wireless connections
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Superuser
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Message 7 of 13
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Re: Connection has been dropping or 2 MONTHS +

shouldn't really but i would be putting it back on, and reposting the signal levels, since doing any DIY on the cabling without first contacting virginmedia can cause a whole host of problems
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emathewjose
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Message 8 of 13
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Re: Connection has been dropping or 2 MONTHS +

Put it back on and upstream and downstream below

Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 17 267000000 Hz 256 QAM 9.7 dBmV 38.3 dB 1141 1047
Locked 18 275000000 Hz 256 QAM 9.6 dBmV 38.6 dB 1416 955
Locked 19 283000000 Hz 256 QAM 9.5 dBmV 37.9 dB 990 956
Locked 20 291000000 Hz 256 QAM 9.6 dBmV 37.4 dB 993 954
Locked 21 299000000 Hz 256 QAM 9.6 dBmV 37.6 dB 912 912
Locked 22 307000000 Hz 256 QAM 9.8 dBmV 37.1 dB 883 883
Locked 23 315000000 Hz 256 QAM 9.8 dBmV 37.1 dB 998 998
Locked 24 323000000 Hz 256 QAM 9.6 dBmV 37.1 dB 1002 1002

Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 2 31000000 Hz ATDMA 40.3 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 3 24400000 Hz ATDMA 39.0 dBmV 64QAM 6400000 Hz 5120 Ksym/sec

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Superuser
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Message 9 of 13
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Re: Connection has been dropping or 2 MONTHS +

Your downstream signals are a lot worse I would be taking it back off
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emathewjose
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Message 10 of 13
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Re: Connection has been dropping or 2 MONTHS +

It is why I took it out in the first place. Any other thing ideas
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