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Registered: ‎09-05-2017
Message 1 of 7 (168 Views)

Regular Broadband Disconnection with SuperHUB 2 and 3 is well

[ Edited ]

Hi there,

I am having connection issues and cant do anything about it :-( I have read the flapping  disconnection post -and the a few more posts on the forum, but haven't seen anything as rhapsodic as this baby so I gotta ask for help before I grab a hammer :-)

My connection randomly drops several times during the day:

1, most of the time reconnect by itself after 5-10 minutes

2, sometimes I have to restart the hub

3, or even hard reset the units (both HUB 2`s and/ now the HUB 3)

4, Windows 10 /64bit able to solve connection issues in 1 out of 10 times

6, virgin troubleshooting able to solve the issue in 2 out of 10 times

5, Virgin Customer service sometimes able to see a problem, sometimes not,random just like my connection.

 

I have moved in February 2016,  so we received a new line (20meters), new HUB and an actuator

in March 2016 my 2nd HUB 2 has been replaced because of failure (the new engineer pointed out that I dont need the actuator and removed it)

by April 2016 the 2nd HUB 2.0 has been well cooked (it was boiling hot) and got another HUB 2 as a replacement (engineer installed the actuator-  was furious for not having one)

attention: a year later ---- **bleep**

April 2017 random disconnection issues so I have received a New HUB 2.0 (engineer installed a smaller actuator)

May 2017 random disconnection continues so on the 5th May 2017 I have received a HUB 3 (engineer installs a different actuator )

Disconnections issues continues with no change:

Today I came home from work, Had no connection, windows, virgin or restart did not solve the problem so I had to reset the unit with me nail clipper. After reset, I had several disconnections and I had none in the past 74 minutes.

I am using the same GAMING rig and the same Samsung S5 phone connected since 2015 and both devices are losing connection.

The cherry on the top is that I have a 50mb package, but somehow my broadband speed has dramatically reduced is well.

I am struggling to buffer YouTube videos on both devices :-(

If you have any advice please don't hesitate to share

Have good one, cheers

 

ps: we have virgin since 2009 and it was always good but this is more than annoying :-(

 

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Registered: ‎07-04-2015
Message 2 of 7 (138 Views)

Re: Regular Broadband Disconnection with SuperHUB 2 and 3 is well

Afternoon AttilaDaHun,

 

Welcome to the community and thanks for posting.

 

My apologies that you are having an issue with the broadband connection.

 

Looking at your connection, the line and hub have come back as fine. The network segment is running stable and healthy.

 

I appreciate all the checks you have completed so far but too no avail. Does the disconnections occur on both wired and wireless devices?

What speeds do you achieve through a wired connection?

Are you able to create a Broadband Quality Monitor please as this will check the performance of the connection. For this to work the firewall needs to be disabled within the router settings.

 

Let me know how you get on

Sam


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Registered: ‎05-12-2011
Message 3 of 7 (95 Views)

Re: Regular Broadband Disconnection with SuperHUB 2 and 3 is well

Hello AttilaDaHun

 

Thanks for getting back, I have booked you an engineer appointment, please check your PM for details and if you have a passing moment let us know how it goes in this thread.

 

Thank you

Nicola

Virgin Media Forum Team
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Registered: ‎09-05-2017
Message 4 of 7 (79 Views)

The number of disconnections are insane, my broadband is broken for 2 months now :-(

Virgin disconnections 04.06.2017.jpgSteam Connections lost report.jpg

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Registered: ‎23-11-2011
Message 5 of 7 (67 Views)

Re: The number of disconnections are insane, my broadband is broken for 2 months now :-(

Hi AttilaDaHun,

I have replied to your PM to my colleague as she's not in work today. I hope that's okay Smiley Happy

My tests show that your Hub has been struggling to obtain a WAN IP today and currently there seems to be a lack of upstream channel lock.

I can find no related issues on the network and I'm not able to identify other modems on this CMTS with the same issue. Therefore an engineer appointment is something I most definitely wish to organise. Please reply to my PM so we can arrange a visit and get this sorted out.

Thanks,


Jen
Forum Team



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Registered: ‎09-05-2017
Message 6 of 7 (44 Views)

Re: The number of disconnections are insane, my broadband is broken for 2 months now :-(

[ Edited ]

I have the engineer visited and my router has been replaced the 5th time, however the problem still persist.

I like to remind you that I have had paid my bills on time in the past 7 years therefore I like to request a refund of my last 3 months bills

as I have no functioning broadband since April 2017.

It is a good thing that Virgin do not provide Public Health Services, because as a plumber and heating engineer, I can tell you my clients would not put up with occasionally working central heating and water services for month after month after month!

If that would be Up to Virgin - We would be out of water, gas and heating since April!

 

Best Regards

 

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Registered: ‎23-11-2011
Message 7 of 7 (25 Views)

Re: The number of disconnections are insane, my broadband is broken for 2 months now :-(

Hi AttilaDaHun,

I have replied to your PM and scheduled another engineer appointment. I am sorry that this issue persists and really hope we can get it resolved for you. I have requested that a principal technician attend this time and am eager to find out what transpires so please keep us updated on the outcome.

All the best,


Jen
Forum Team



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