Hi all, after searching threads it seems others have had this issue but Virgin take them to a private chat to solve the issue.
devices: 2 laptops on Wi-Fi, 1 laptop on Ethernet, 2 mobiles.
Issue: every 30 minutes internet drops on all devices and takes 5 mins to reconnect. In this time hub stays solid white.
Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.
Post the power levels, Pre and PostRS errors and network log from the Hub. Once done we can comment
Advises no faults in the been checking this for 2 weeks, I can only assume it’s the cabinet, router or VM throttling my speeds.
they’ve changed everything in the last 3 weeks, new router made it worse.
Here is how to post requested data so it can be read:
How to get stats from a VM hub (no need to logon to the hub)
Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 45 5120 QAM 64 1
1 43100000 44.8 5120 QAM 64 2
2 36600000 44.3 5120 QAM 64 3
3 30100000 44.3 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 79 0 0
1 ATDMA 0 79 0 0
2 ATDMA 0 79 0 0
3 ATDMA 0 79 0 0
4 ATDMA 0 79 0 0
3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.4 40.2 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 03 engineers, next out on Saturday, this one ain’t leaving till it’s resolved or VM cancel the contract so I can go to BT.
All the previous threads lead to a damaged cable between house and cabinet, seen as I have brand new cable from route to the street, only that remaining.
Agreed. Downstream is broken, see the T2 timeouts?
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 163000000 8.4 43 QAM 256 4
2 155000000 8.5 43 QAM 256 3
3 171000000 8.4 44 QAM 256 5
4 179000000 8.4 44 QAM 256 6
5 187000000 8.4 44 QAM 256 7
6 195000000 8.4 43 QAM 256 8
7 203000000 8.2 43 QAM 256 9
8 211000000 8.4 44 QAM 256 10
9 219000000 8.2 43 QAM 256 11
10 227000000 8.1 43 QAM 256 12
11 235000000 7.9 43 QAM 256 13
12 243000000 7.6 43 QAM 256 14
13 251000000 7.3 43 QAM 256 15
14 259000000 7.3 43 QAM 256 16
15 267000000 7.3 43 QAM 256 17
16 275000000 7.2 43 QAM 256 18
17 283000000 7.1 43 QAM 256 19
18 291000000 7.1 43 QAM 256 20
19 299000000 6.9 43 QAM 256 21
20 307000000 6.8 43 QAM 256 22
21 315000000 6.6 43 QAM 256 23
22 323000000 6.5 43 QAM 256 24
23 331000000 6.4 43 QAM 256 25
24 339000000 6.3 43 QAM 256 26
25 347000000 6.1 43 QAM 256 27
26 355000000 5.9 43 QAM 256 28
27 363000000 5.9 43 QAM 256 29
28 371000000 5.7 43 QAM 256 30
29 379000000 5.7 43 QAM 256 31
30 387000000 5.6 43 QAM 256 32
31 395000000 5.5 43 QAM 256 33
3.0 Downstream channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 43 4253 5945
2 Locked 43 5819 9793
3 Locked 44 9558 16967
4 Locked 44 9997 17137
5 Locked 44 6200 10661
6 Locked 43 9074 14866
7 Locked 43 9778 15189
8 Locked 44 7838 12295
9 Locked 43 8826 14862
10 Locked 43 7039 12294
11 Locked 43 3445 5301
12 Locked 43 4429 7790
13 Locked 43 4560 8090
14 Locked 43 5443 10297
15 Locked 43 4638 7983
16 Locked 43 4390 7558
17 Locked 43 7652 12333
18 Locked 43 4290 8612
19 Locked 43 4703 8599
20 Locked 43 3894 7164
21 Locked 43 4061 7321
22 Locked 43 3765 6521
23 Locked 43 5312 9686
24 Locked 43 1741 4617
25 Locked 43 2486 4364
26 Locked 43 3780 6301
27 Locked 43 3606 5672
28 Locked 43 3864 7315
29 Locked 43 3632 7184
30 Locked 43 3817 6608
31 Locked 43 2851 6016
3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
37 94 4K 1840 QAM 4096 1108
3.1 Downstream channels
Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
37 Locked 41 -0.9 963253450 17547
So how do I go about reporting VM as they can’t provide a contractual service?
Do keep the engineer here till they’ve dug the street up and laid a new cable to the cabinet? At this point I’ll pay BT prices to have a decent service.
Forum TeamHi Imosgoal 👋 Thank you for your posts and welcome to the Virgin Media Community 😀
We're sorry to hear about the issue you've been having with your internet connection and that you're thinking of leaving us 😔
Please let us know how tomorrow's engineer visit goes and we can take things from there.
Thank you for your support Adduxi, Tudor and IPFreely 👍
Regards,
Daniel
He couldn't resolve the issue, advised its possibly a network problem but unless, he is there when it happens VM can do nothing.
He gave me his number so I have been sending him pictures of the failed upstream timeouts hoping he can log on when it happens to report it.
Today 282 timeouts T2 _ 72 timeouts T3.
Honestly I just want to leave VM asap, I can't even search the internet during the day without it disconnecting utterly useless paid service.
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 44.8 5120 QAM 64 1
1 43100000 41 5120 QAM 64 2
2 36600000 45.5 5120 QAM 64 3
3 30100000 40.8 5120 QAM 64 4
4 23600000 45.3 5120 QAM 64 5
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0 ATDMA 0 282 72 0
1 ATDMA 0 282 72 0
2 ATDMA 0 282 72 0
3 ATDMA 0 282 72 0
4 ATDMA 0 282 72 0