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88bluebirds
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Connectivity cutting out every 5 mins

Hi, 

We have been experiencing slow broadband and some connectivity issues for a little while now, but in the last few days we are losing the connection every 5 mins or so. It can be resolved temporarily by disconnecting and reconnecting again, but haven't found a permanent solution. I have run the online test which is saying that there are no issues with equipment, and have tried turning off and on again. 

Any other ideas or do i need to get an engineer out?

Thanks!

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Message 9 of 18
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Re: Connectivity cutting out every 5 mins

Hi 88bluebirds,

 

Welcome to the Community!

 

That little piece of metal is just the end of the cable, not an attenuator. You can just leave that connected.

 

I've run diagnostics on your account and, as SCA1972 has pointed out, there are some issue with your connection. Your upstream power levels are out of spec and your T3, T4 timeout count is quite high. I'd like to send a technician to sort this out for you.

 

I've sent you a private message (purple envelope at the top right of your screen) so I can arrange an appointment.

 

Look forward to hearing from you! Smiley Very Happy

 

Josh


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


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Superuser
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Message 2 of 18
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Re: Connectivity cutting out every 5 mins

Are you using a wired Ethernet connection to the VM hub or a wireless connection? Wireless is easily disrupted by a number of external factors, so knowing if a wired device drops out helps to pinpoint if the issue is with the wireless or your line.

If wired connections are slow / dropping then some hub stats might help diagnose the issue.  Go to http://192.168.100.1/ to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screen shots if that is easier.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up to a week) and run checks on your line.

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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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88bluebirds
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Message 3 of 18
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Re: Connectivity cutting out every 5 mins

Thanks for the advice, crazily it has been ok so far today but next time it drops out I will try an Ethernet connection and post the stats from the link you sent
Thanks again!
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Message 4 of 18
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Re: Connectivity cutting out every 5 mins

You could posts the stats now and see if it shows anything amiss, rather than wait for it to drop.  If it is dropping the connection from the hub to the VM network rather than just the wireless then there may not be any useful stats to see if the hub is rebooting at the time you check.

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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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88bluebirds
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Re: Connectivity cutting out every 5 mins

Ah ok that makes sense- here are the stats using an ethernet connection- Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8 Frequency (Hz) 475000000 Hz 483000000 Hz 491000000 Hz 499000000 Hz 507000000 Hz 515000000 Hz 523000000 Hz 531000000 Hz Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked Channel ID 9 10 11 12 13 14 15 16 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) -5.2 dBmV -5.2 dBmV -5.2 dBmV -5.1 dBmV -5.3 dBmV -5.1 dBmV -5.5 dBmV -6.0 dBmV RxMER (dB) 38.2 dB 38.2 dB 38.2 dB 38.2 dB 38.2 dB 38.2 dB 38.2 dB 37.9 dB Upstream US-1 US-2 US-3 US-4 Channel Type 2.0 2.0 N/A N/A Channel ID 35 36 N/A N/A Frequency (Hz) 32600000 Hz 25800000 Hz N/A N/A Ranging Status Success Success N/A N/A Modulation QAM16 QAM16 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) 45.5 dBmV 45.0 dBmV N/A N/A T1 Timeouts 0 0 N/A N/A T2 Timeouts 0 0 N/A N/A T3 Timeouts 1037 1037 N/A N/A T4 Timeouts 52 52 N/A N/A Clicking on network log only came up with this, no numbers or anything- Network Log First Time Last Time Priority Error Number Description Hope that means something to you - it definitely doesn't to me!
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88bluebirds
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Message 6 of 18
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Re: Connectivity cutting out every 5 mins

That came out as a bit of a jumble so here are screen shots instead:

upstream.pngdownstream.pngnetwork log.png

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Message 7 of 18
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Re: Connectivity cutting out every 5 mins

The downstream power levels are a bit on the low side.  The recommended range is -6 to +10 and you have one channel at -6 and the rest quite close.  If they were to fluctuate and drop below -6 that could cause the hub to disconnect.  The large number of timeouts on the upstream screen doesn't look good and makes the empty network log strange as I'd expect to see timeouts in that as well.

Has the hub been rebooted recently?  If not then it is always worth switching off and on again to see if that clears the timeouts on the upstream and/or updates the log with anything.

Do you have a forward path attenuator on the white cable that connects to the hub? It is a small silver connector that engineers sometimes fit at the end of the white cable to reduce power levels.  If you do you could try removing it to see if the power levels are better without it.

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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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88bluebirds
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Message 8 of 18
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Re: Connectivity cutting out every 5 mins

There is a metal piece between the white cable and the hub, but unscrewed it and there doesn't seem to be a removable part? Here is what it looks like, do you think should come off?

IMG_0849.JPG

I also just tried rebooting it- here are the stats after doing that. still nothing in the network log

downstream.pngnetwork log.pngupstream.png

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Message 9 of 18
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Re: Connectivity cutting out every 5 mins

Hi 88bluebirds,

 

Welcome to the Community!

 

That little piece of metal is just the end of the cable, not an attenuator. You can just leave that connected.

 

I've run diagnostics on your account and, as SCA1972 has pointed out, there are some issue with your connection. Your upstream power levels are out of spec and your T3, T4 timeout count is quite high. I'd like to send a technician to sort this out for you.

 

I've sent you a private message (purple envelope at the top right of your screen) so I can arrange an appointment.

 

Look forward to hearing from you! Smiley Very Happy

 

Josh


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


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Message 10 of 18
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Re: Connectivity cutting out every 5 mins

@88bluebirds Sorry for ignoring you, I wasn't notified that you had posted an update on this thread (or I missed the email).  I did get notified when @Josh_RW posted so not sure what happened when you posted last week.

Hopefully a tech visit will sort out your problems.

______________________
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.