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PLYeung
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Internet Dropping Frequently

Hi, I seem to be having issues with my VM connection dropping fairly frequently, sometimes it drops several times a day. This seems to be happening directly from the VM box, Here are some screenshots of the power levels and the configs, What can I do about it?

 

Network LogNetwork LogConfigsConfigsDownstreamDownstreamUpstreamUpstream

 

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Re: Internet Dropping Frequently

Your connection looks very unhealthy. Only one downstream channel is locked on when you should have at least eight and the power level on that one channel is too low. Also only one upstream channel is locked on when you should have at least two and the power level on that one channel is too high.

If the hub hasn't been restarted recently you could try that and see if it locks on to more channels. If not then you will need an engineer visit to investigate why you are not getting the correct number of channels locked on. You can call VM and try to book a visit or wait for the VM staff to get to this thread and they can help you book a visit. Unfortunatley current response times on here from staff are about a week.

______________________
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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PLYeung
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Re: Internet Dropping Frequently

Thanks, I've restarted it and its still the same.

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Re: Internet Dropping Frequently

Hello PLYeung

 

Welcome to our forum, I am sorry to see you are having difficulties with the connection. As Scott mentioned the power levels are not looking too good amongst other issues. Best we let an engineer take a look.

 

Currently VM SUPER HUB 2ACUpstream 053.5 dBmV

 

I will send you a forum private message to arrange an appointment, please reply when you have a moment.

 

Many thanks

Nicola

Virgin Media Forum Team
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Re: Internet Dropping Frequently

Hello PLYeung

 

Thank you for getting back. I have arranged an engineer appointment please check your forum PMs for details and let us know how it goes.

 

Many thanks

Nicola

Virgin Media Forum Team
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PLYeung
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Re: Internet Dropping Frequently

Just had the engineer round, he fixed the power levels for me, Downstream Power Levels are between 1 - 2.2 and upstream 45.0 - 45.5

My connection managed to lock 8 downstream channels the other day and 2 upstream.

The engineer said there was an area issue as head office did some upgrades but apparently didn't configure it properly

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Re: Internet Dropping Frequently

Morning PLYeung

 

Thanks for the update. I can see you all nicely locked on now with much better levels:-

 

Downstream: 1.7 dBmV        1.9 dBmV        1.9 dBmV        1.8 dBmV        1.5 dBmV        1.4 dBmV        1.2 dBmV        1.1 dBmV
        37.3 dB        37.6 dB        37.9 dB        37.9 dB        37.3 dB        36.6 dB        36.1 dB        36.1 dB

 

Upstream:    45.5 dBmV        45.5 dBmV

 

Interesting what you say about the area issue, best we keep an eye on it. If you have any more difficulties just let us know.

 

Thank you

Nicola

Virgin Media Forum Team
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PLYeung
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Re: Internet Dropping Frequently

Yes, my connection feels like its running a lot smoother now.

Thank you for your help! ^_^

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Re: Internet Dropping Frequently

Hello PLYeung

 

You're welcome, really pleased to hear it.

 

Thank you

 

 

Nicola

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Re: Internet Dropping Frequently

Hello Nicola,

I've sent you a PM, Could you please take a look and reply when you get a chance.

 

Thanks!

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