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bairey
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Message 1 of 27
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Respecting promises

I contacted Virgin media a month ago as I am getting disconnected at least once a day. Even my local ethernet and wifi no longer works. Apparently it is to do with the Cable and Wireless infrastructure which can cause problems with the black routers. I believe that the new white routers suffer less. I contacted Virgin media a month ago and offered to pay to replace the black router with the white one. I was promised a new router by post. Still nothing. I am disgusted with the cavalier attitude that Virgin Media treat their customers. My contract runs out very shortly and will be rethinking my choice of provider. DO NOT MAKE PROMISES IFD YOU DO NOT INTEND TO KEEP THEM

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Forum Team
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Message 2 of 27
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Re: Respecting promises

Hi bairey

 

Thanks for posting and a warm welcome to the community.

 

My apologies that you are experiencing intermittent connection. I know how frustrating this can be and would like to help get this resolved for you.

 

I've managed to locate your account, the line and hub have come back as fine. There are no faults reported and there have been no time-outs reported since the router has been online.

 

When the broadband disconnects, do any of the lights change on the router at all? 

Are you using a power line adaptor/another router at all?

If you can post your router information for me please this will help us further. To do this type in 192.168.0.1 in the address bar, no need to sign in, on the top right you will see router status. Within here you will have downstream, upstream and network log. You can copy and paste this information, that would be great.

 

Hope to hear from you soon

Sam


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bairey
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Message 3 of 27
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Re: Respecting promises

  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)299000000267000000275000000283000000291000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID113109110111112114115116
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)5.236.095.745.775.644.924.954.89
RxMER (dB)37.9437.9437.6437.6438.2637.9437.9437.94
Pre RS Errors303323165826753783624041064
Post RS Errors2793263934453223263451021

Upstream   US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A56
Frequency (Hz)N/AN/A3100000024400000
Ranging StatusOtherOtherSuccessSuccess
ModulationN/AN/A64QAM64QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A44
Power Level (dBmV)N/AN/A41.7541.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Network LogFirst TimeLast TimePriorityError NumberDescription10/10/2016 11:01:04 GMT10/10/2016 11:01:04 GMTError (4)68010302DHCP WAN IP - 62.31.8.23110/10/2016 11:00:05 GMT10/10/2016 11:00:05 GMTError (4)68000407TOD establishedTime Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully10/10/2016 07:29:18 GMT10/10/2016 07:29:18 GMTError (4)68010100DHCP RENEW sent - No response for IPv409/10/2016 23:34:34 GMT09/10/2016 23:34:34 GMTError (4)68010100DHCP RENEW sent - No response for IPv407/10/2016 13:33:59 GMT07/10/2016 13:33:59 GMTError (4)68010302DHCP WAN IP - 62.31.8.23107/10/2016 13:33:07 GMT07/10/2016 13:33:07 GMTError (4)68000407TOD establishedTime Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully05/10/2016 18:53:31 GMT05/10/2016 18:53:31 GMTCritical (3)82000200No Ranging Response received - T3 time-out05/10/2016 15:45:26 GMT05/10/2016 15:45:26 GMTError (4)68010302DHCP WAN IP - 62.31.8.23105/10/2016 15:44:34 GMT05/10/2016 15:44:34 GMTError (4)68000407TOD establishedTime Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully04/10/2016 08:56:44 GMT04/10/2016 08:56:44 GMTError (4)68010302DHCP WAN IP - 62.31.8.23104/10/2016 08:55:52 GMT04/10/2016 08:55:52 GMTError (4)68000407TOD establishedTime Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully30/09/2016 12:57:50 GMT30/09/2016 12:57:50 GMTError (4)68010302DHCP WAN IP - 62.31.8.23130/09/2016 12:57:00 GMT30/09/2016 12:57:00 GMTError (4)68000407TOD establishedTime Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully29/09/2016 15:35:31 GMT29/09/2016 15:35:31 GMTError (4)68010302DHCP WAN IP - 62.31.8.23129/09/2016 15:34:39 GMT29/09/2016 15:34:39 GMTError (4)68000407TOD established

When the broadband disconnects, do any of the lights change on the router at all? No

Are you using a power line adaptor/another router at all? No

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bairey
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Message 4 of 27
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Re: Respecting promises

Lost my 2.4 Ghz Wifi still got 5Ghz

 

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bairey
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Message 5 of 27
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Re: Respecting promises

Have put the details that you asked for

 

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Forum Team
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Message 6 of 27
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Re: Respecting promises

Hi bairey,

 

Thanks for getting back in touch and sorry for the late response.

 

I've taken another look at your connection, and the network is running fine. I am unable to see any apparent issues on the network that would cause these disconnections. Has there been any more since you last posted? 

 

Are you able to set up a Broadband Quality Monitor please as this will check the performance of the connection. If you do set up the BQM make sure that you go into your router settings > Advanced Settings > Ping > and tick Respond to ICMP echo requests sent to WAN IP.

 

With the 2.4 GHz network, have you tried to change the wireless channel to improve the connection?

 

Speak soon

Sam


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bairey
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Message 7 of 27
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Re: Respecting promises

Changed channel on 2.4Ghz - same problem

Connect on 5Ghz same problem

Connect on ethernet same problem

Once a day lose connection to router from 2 PCs an Android box and the telly. Only remedy is to switch off router and turn it on again.

This happens about once a day.

I have seen on forums that I am far from being alone with this problem.

Have contacted Virgin twice by phone and once byu going to their shop in Wigan.

I have phone Virgin to complain but got sent from person to person and then Virgin cut the telephone connection.

They have promised me on the second call to replace the modem/router which they then didnot do.

I am now talking with a legally trained friend of mine . He reckons that I should account for the time lost and send a bill to Virgin.

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deviousiphone
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Message 8 of 27
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Re: Respecting promises

Do as you have been asked and setup a think broadband ping monitor, it is an effective way of diagnosing issues, and it lets the forum admin team actually see whats going on as it can be the logs don't always clock everything.

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bairey
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Message 9 of 27
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Re: Respecting promises

Have created a think broadband monitor

 

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bairey
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Message 10 of 27
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Re: Respecting promises

Respond to ICMP echo requests sent to WAN IP. done

 

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