Internet keeps disconnecting, please help.

[presoto]

I recently joined Virgin Media since they were the only ISP to offer fibre broadband in my area. It's been a bout 2 weeks and the experience has not been pleasant.

First I had no coverage in about half my house so I wanted to move the router upstairs, so I had an engineer come and connect the cables to the wall socket upstairs. He also gave me a Hub 5 to replace my Hub 3 and said it will help with the range.

Since then, the range did improve but now the internet will randomly disconnect. Sometime for a second sometimes for half an hour. I've tried to find a pattern but it is truly random.

Today another engineer came by since I was having these issues. He said that there was a faulty cable and we were connected to a faulty line and said that everything will be good now. I was happy for about 6 hours until it disconnected again. I'm not sure if it's the hub's fault or the socket, should I replace them?

I read some similar posts and saw that people keep asking for these thinkbroadband live graphs so I set one up yesterday: https://www.thinkbroadband.com/broadband/monitoring/quality/share/6b7ad10b40a60968ee77cbf311e3f4761e...

[Carley_S]

Hi @presoto 

Welcome to the community forums 

Sorry to hear that you've not had a smooth new customer experience with us as you're having issues with your services. 

I have checked the systems at our side as well as your BQM graph, everything looks really good as of today. There was a few smaller area issues that may have caused the issues over the weekend, these all look to have been resolved as of the 17th October 2023. 

Your power levels look good from our side and cannot see any further issues that may be a cause for concern or explain any faults. 

Can you confirm, if you've experienced the issues at all today or in the next few days? If so, do you get the issues over just your WiFi connection or is it also on any devices you have wired? 

[presoto]

Yeah the connection over the last two days has been good. I will update you if anything goes wrong.

[legacy1]

use hub in modem mode get a better wifi router with 1Gb ports

[presoto]

Doesn’t modem mode stop wifi connections? I have others in my house that use wifi and not ethernet so I can’t do that.

[presoto]

Hello Carley,

There has been absolutely no improvement in my situation. The internet will not go a couple of days without dropping out, the last two days have probably been the worst so far, I'll take a screenshot so you can see how it is, since the link provided only shows the last 24 hours.

I have had a third technician over now, and he himself said that everything looks good and there shouldn't be any issues. Whenever it drops out there are no area issues or outages.

This is extremely frustrating since everything should be working fine but it clearly is not. There are people in my household, myself included, that rely on RELIABLE broadband, which Virgin Media has not provided us thusfar.

[presoto]

[presoto]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/94166a5c78473aa39ef8f3aedc67271e80...

Here is a snapshot of that day since the image got taken down.

[Ashleigh_C]

I'm so sorry to hear that this has continued @presoto and thank you for updating us. 

I have taken a look on our side and I can see that there were quite a few disconnects over the weekend, though things have looked more stable since.

Can you post your Hub status and logs? How to do this;
• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
 

[presoto]

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	306000000	3.6	41	QAM 256	22
2	138000000	3.7	40	QAM 256	1
3	146000000	3.4	40	QAM 256	2
4	154000000	3.3	40	QAM 256	3
5	162000000	3.2	40	QAM 256	4
6	170000000	3.2	40	QAM 256	5
7	178000000	3.2	40	QAM 256	6
8	186000000	3.3	40	QAM 256	7
9	194000000	3.4	40	QAM 256	8
10	202000000	3.4	40	QAM 256	9
11	210000000	3.4	40	QAM 256	10
12	218000000	3.4	41	QAM 256	11
13	226000000	3.3	41	QAM 256	12
14	234000000	3.3	41	QAM 256	13
15	242000000	3.3	41	QAM 256	14
16	250000000	3.3	41	QAM 256	15
17	258000000	3.4	41	QAM 256	16
18	266000000	3.4	41	QAM 256	17
19	274000000	3.5	41	QAM 256	18
20	282000000	3.6	41	QAM 256	19
21	290000000	3.7	41	QAM 256	20
22	298000000	3.6	41	QAM 256	21
23	314000000	3.5	41	QAM 256	23
24	322000000	3.5	41	QAM 256	24
25	330000000	3.3	41	QAM 256	25
26	338000000	3.4	41	QAM 256	26
27	346000000	3.3	42	QAM 256	27
28	354000000	3.4	42	QAM 256	28
29	362000000	3.3	42	QAM 256	29
30	370000000	3.3	42	QAM 256	30
31	378000000	3.3	42	QAM 256	31

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	5	14
2	Locked	40	13	8
3	Locked	40	488	2863
4	Locked	40	417	2637
5	Locked	40	495	2925
6	Locked	40	508	3114
7	Locked	40	406	3018
8	Locked	40	465	3091
9	Locked	40	338	2739
10	Locked	40	392	3055
11	Locked	40	437	2961
12	Locked	41	391	2850
13	Locked	41	322	2959
14	Locked	41	337	3033
15	Locked	41	382	3001
16	Locked	41	323	3049
17	Locked	41	313	3091
18	Locked	41	289	2953
19	Locked	41	320	3234
20	Locked	41	300	2877
21	Locked	41	331	3297
22	Locked	41	310	3399
23	Locked	41	327	3910
24	Locked	41	304	3638
25	Locked	41	427	4490
26	Locked	41	314	4103
27	Locked	42	601	4606
28	Locked	42	857	5275
29	Locked	42	738	4657
30	Locked	42	728	5302
31	Locked	42	1052	5315

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

43

2.8

342375481

2896

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	45.8	5120	QAM 64	1
1	43100000	45.3	5120	QAM 64	2
2	36600000	44.8	5120	QAM 64	3
3	30100000	44.5	5120	QAM 64	4
4	23600000	44.3	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

41.7

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

74000000

0

0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

cmreg-vmdg660-bbt060-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

41032

287500061 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

41031

27500061 bps

42600bytes

0 bps

42600bytes

Best Effort