Forum Discussion

Marc-'s avatar
Marc-
On our wavelength
2 years ago

Frequent incoming internet connection drops

So for the last few weeks I have been having major dropouts on my network, at first I thought it was the hub throttling as there are a few 2.4ghz iot on there. But after a few complete hub resets( pinhole reset) and leaving all my WiFi items disconnected the problem still remains. I have been onto VM a couple of times now and all they say is "our system says there's no fault" and then try upselling me a faster connection or WiFi booster to "fix my issue" . Which I know it won't as it's not a WiFi issues.

 

The problem is I am getting major network packet loss and it's making my connection unusable ( I am having to write this on my mobile data) I have setup a think broadband graph and as you can see it's bad, and seemingly getting worse. Got a few good hours today and thought we may be good but it's gone again

thinkbroadband graph 

 

 

Using my playstation is a no go getting booted from servers every few minutes, making it impossible to use, and just General internet usage is abysmal having to sometimes wait upto 5 minutes for pages to eventually load

 

 

 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Whatever it was, seems to have sorted itself out after 12 .....

    • Marc-'s avatar
      Marc-
      On our wavelength
      2 years ago

      Seems to have which is weird as it has been bad for last few weeks , so I posted here and within 12hrs seems to be good again. Going to leave the monitor on for a while see if anything changes or if problem re appears.

      I notice that I have only one upstream channel bonded but I see most others seem to have 4, 5 or sometimes more. Is that right ?

       

       

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Check the automated service 0800 561 0061 for any known faults in your street.

    The single upstream is not correct, the Hub is transmitting at a very high power to be received at the street cabinet, there should be 4 to 6 upstream channels connected all at a lower power level. This looks like a noise (SNR) fault.


    Hub Signal Level Checks

    Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

    Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

    ( If already logged in to the Hub menu, the same info is available at : Advanced settings >>> Tools >>> Network status )

    Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

    Upstream     Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  Seeing less than four DOCSIS 3.0 channels is usually a signal level fault.

    • Marc-'s avatar
      Marc-
      On our wavelength
      2 years ago

      Hi , thanks for timé taken to reply,

      Checked and no area faults reported.

      Downstream power levels at 4.9 to 5.4 with an snr of 40.

      Upstream only one bonded channel, dbmv is 51, with qam 64.

      And bad connection seems to have returned at around 9pm tonight 3/12/23

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Yes, there is a fault for sure.  You should have at least 4 US channels, all QAM64.  VM will need to check this out and send a technician to fix it.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    Was you downloading or uploading when this happened?

    and when you have one channel is it the Ranged Upstream Channel listed in Status 

    • Marc-'s avatar
      Marc-
      On our wavelength
      2 years ago

      No download or upload at the times it's bad , usually can't do anything and have to revert to mobile data everything just times out. And yes just one upstream channel as in first post. Trying to check now but it just gone bad again and can't  get to the page ATM.

      Will have to try for a fourth time tomorrow to get them to listen, all they say is there's nothing wrong even when it's bad as I'm on the phone to them

       

      Managed to get to get page up.

      Upstream bonded channels

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

      1 49599930 51 5120 64 qam 1

       

       

      Upstream bonded channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1 ATDMA 0 0 37 0

  • Marc-'s avatar
    Marc-
    On our wavelength
    2 years ago

    Yesterday evening from 3pm ISH untill after 1am ( we where in bed hours before that) and now from today around 12its bad again. This is getting ridiculous now. Basically making connections unusable. Tried phoning again this morning to be cut off 3 times. Had to stop to calm down. Going to try calling again now, hopefully they don't cut me off again

  • Marc-'s avatar
    Marc-
    On our wavelength
    2 years ago

    Finally spoke to a tech that actually seems to know something, all other techs have said there's no issues all is fine ect can't see fault. The tech I spoke to today says he can see an issue and that there has been 1952 disconnections in the last 30 days. Jeez that's an average of 67 disconnects a day. He made a few tests took some notes and arranged for a technician ho come tomorrow:) hopefully they actually turn up and can find the issues. Will update if they turn up .

  • Marc-'s avatar
    Marc-
    On our wavelength
    2 years ago

    So, engineer turns up at 1:15pm ( good as was told 12-4) came inside quick listen to the saga and just changes the hub. ( hub only still on old PSU) say there you go monitor it for a few days and I will give you z call see how it goes. Checked my bonded upstream to see if I now got the 4 or 5 and nope, but better I now get two. Changed the graph over to monitor new IP but this first hour is no better ATM , hope it sorts itself out but I don't have high hopes.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    What a terrible visit.  The tech should not have left without making sure the circuit was working as expected.  It will be a miracle if this "sorts itself out" .....   Really poor customer service, and looks like you need another tech visit.

  • Marc-'s avatar
    Marc-
    On our wavelength
    2 years ago

    Yeah wasn't good, looks like the fault is still here as I thought it would be, gonna have to call em again 

  • Marc-'s avatar
    Marc-
    On our wavelength
    2 years ago

    So couldn't get thought today 4 times got cut off :grrr: anyway around 4pm connection started acting up again looked at my graph and sure enough it's starting to go mad. Then 7:30 and everything just goes off , WiFi the lot. Tired unplugging router ,  WiFi appears but can't connect then it disappears, still no internet connection, so thought router might have got messed up so did a pinhole reset about 1hr30 later. Same as, WiFi appears you can't connect and then disappears. Internet totally dead, as can be seen in my graph. Solid green power light, solid green WiFi light and flashing arrows light.

    Managed to get on the virgin app and get an engineer visit booked for Saturday morning. Although it's crap it's go e completely this might actually force them to look and rectify the problem properly.

     

    Can only hope, gonna ring them tomorrow anyway and add this mess yo the complaint that's filed. Will post back here to let anyone interested know what's going on 😉