Forum Discussion

mfarrugia's avatar
mfarrugia
Joining in
2 years ago
Solved

1 Gig Connection has been extremely unreliable (maybe since 100Mbit upload upgrade?)

I've been with Virgin Media in this house for 10 years. There was a period of instability when we upgraded to 1 Gig a couple of years ago but it has generally been pretty reliable. The last couple of months it has been up and down like a yoyo. Below is the trace from today. I'm at a loss as to what is causing it and unfortunately I think I'm either going to have to downgrade in search of stability or switch provider.

 

 

 

 

 

 

The SNR and power levels all look fine:

 

The only entries in the log looks fairly innocuous:

Any suggestions? I have the had the router in bridge mode connected to a Unifi Dream Machine Pro which has generally been rock solid so I don't think its that.. but open to suggestions...

  • Client62's avatar
    Client62
    2 years ago

    VM's last firmware release for the Hub 4 was quite blooper, we no longer get to see any Pre or Post RS errors for the 3.0 DOCSIS Downstream channels.

    But in the 3.1 DOCSIS channels we do see a massive clue as to the issue, the stats show over 19 Million Pre RS errors have occurred and Zero Post RS errors. Zero  - You can not be serious ! That is another Hub 4 firmware blooper.

    In short is looks like a serious SNR ( line noise ) issue has been occurring in your locality.

    Often via 0800 561 61 we can get info about know faults in our street & progress to fix.

  • mfarrugia's avatar
    mfarrugia
    Joining in
    2 years ago

    So here is my final post on the matter. I couldn't live with it any more and had Vodafone / CityFibre FTTP installed yesterday. You can see the ICMP trace since it was switched on (the big red bar is when I had forgotten to update the IP address):

    I'm not saying that this has definitely fixed it but I just had a 90 minute call this morning where there was zero jitter or problems with people hearing me on it... I haven't had a call like that on Virgin for probably 6 months at least, possible more.

    Sorry to say I think this was an issue with Virgin Media and not my equipment. My best guess is that there was too high a level of noise on the upstream and it became marginal when we were moved up to 100Mbit. We will never know because an engineer was never sent to the house in the 4 or 5 months that we had issues. Honestly, I don't really care - I'm just glad my wife and I will no longer be getting drop outs during calls when we work from home. Thanks to the helpers on this forum for trying to get it resolved. If I was to give one piece of feedback to Virgin Media - you should definitely fix the SNR being broken on the Hub 4... its like trying to diagnose issues with one hand tied behind your back.

     

    • javedsaleem's avatar
      javedsaleem
      On our wavelength
      2 years ago

      I wish I had seen this before I renewed my Contract with VM.....similar issues

       

      And the Vodafone/Cityfibre looks so good....and it's cheaper as well !!

      • Steven_L's avatar
        Steven_L
        Forum Team
        2 years ago

        Hey javedsaleem,

        Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection.

        I have been able to locate your connection on our system and cannot see any issues with your connection or in your area at the moment, are you still having issues that you mentioned in your post? 

        Kind Regards,

        Steven_L