Hello, For the past two days our connection keeps dropping randomly. This is affecting every device, whether on WiFi or connected via ethernet cable. Online games are frequently disconnected, streaming buffers regularly and even internet browsing can be difficult. We have rebooted the Hub 4 router and also reset to factory settings, but with no luck. When connected it has a solid white light. No faults are reported in our area.Any help or suggestions appreciated!

VM staff will reply and it usually takes a couple of days as this is not a direct line to VM as such.Bumping your post will put you to the back of the queue again. If it is urgent phone in.

Good news - I now have an engineer booked. No further help needed for now.

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID25331000000-3.79999937.636276QAM256251139000000-0.70000138.983261QAM25612147000000-0.90000238.983261QAM25623155000000-0.59999837.636276QAM25634163000000-0.79999938.983261QAM25645171000000-0.79999938.983261QAM25656179000000-1.00000038.983261QAM25667187000000-1.00000038.605377QAM25678195000000-1.00000038.605377QAM256810211000000-1.40000238.605377QAM2561011219000000-1.50000038.605377QAM2561112227000000-1.50000038.605377QAM2561213235000000-1.40000238.983261QAM2561314243000000-1.50000038.605377QAM2561415251000000-1.59999838.605377QAM2561516259000000-1.50000038.983261QAM2561617267000000-2.29999938.983261QAM2561718275000000-2.90000238.605377QAM2561819283000000-2.50000038.605377QAM2561920291000000-2.09999838.983261QAM2562021299000000-1.90000238.605377QAM2562122307000000-2.40000238.605377QAM2562223315000000-2.90000237.636276QAM2562324323000000-3.70000137.636276QAM2562426339000000-3.90000237.636276QAM2562627347000000-3.20000137.636276QAM2562728355000000-3.29999937.636276QAM2562829363000000-3.20000137.636276QAM2562930371000000-3.50000037.355988QAM2563031379000000-3.79999937.355988QAM2563132387000000-3.90000237.636276QAM256323.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors25Locked37.636276001Locked38.983261002Locked38.983261003Locked37.636276004Locked38.983261005Locked38.983261006Locked38.983261007Locked38.605377008Locked38.6053770010Locked38.6053770011Locked38.6053770012Locked38.6053770013Locked38.9832610014Locked38.6053770015Locked38.6053770016Locked38.9832610017Locked38.9832610018Locked38.6053770019Locked38.6053770020Locked38.9832610021Locked38.6053770022Locked38.6053770023Locked37.6362760024Locked37.6362760026Locked37.6362760027Locked37.6362760028Locked37.6362760029Locked37.6362760030Locked37.3559880031Locked37.3559880032Locked37.636276003.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33964K1840QAM40967593.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile) 33Locked39-4.11407618415

Your US channels should all be 64 QAM. There is a fault and needs fixed by VM.

Connection Keeps Dropping - router data included in post

15 Replies

scottjp23

Tuning in

9 months ago

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25	331000000	-3.799999	37.636276	QAM256	25
1	139000000	-0.700001	38.983261	QAM256	1
2	147000000	-0.900002	38.983261	QAM256	2
3	155000000	-0.599998	37.636276	QAM256	3
4	163000000	-0.799999	38.983261	QAM256	4
5	171000000	-0.799999	38.983261	QAM256	5
6	179000000	-1.000000	38.983261	QAM256	6
7	187000000	-1.000000	38.605377	QAM256	7
8	195000000	-1.000000	38.605377	QAM256	8
10	211000000	-1.400002	38.605377	QAM256	10
11	219000000	-1.500000	38.605377	QAM256	11
12	227000000	-1.500000	38.605377	QAM256	12
13	235000000	-1.400002	38.983261	QAM256	13
14	243000000	-1.500000	38.605377	QAM256	14
15	251000000	-1.599998	38.605377	QAM256	15
16	259000000	-1.500000	38.983261	QAM256	16
17	267000000	-2.299999	38.983261	QAM256	17
18	275000000	-2.900002	38.605377	QAM256	18
19	283000000	-2.500000	38.605377	QAM256	19
20	291000000	-2.099998	38.983261	QAM256	20
21	299000000	-1.900002	38.605377	QAM256	21
22	307000000	-2.400002	38.605377	QAM256	22
23	315000000	-2.900002	37.636276	QAM256	23
24	323000000	-3.700001	37.636276	QAM256	24
26	339000000	-3.900002	37.636276	QAM256	26
27	347000000	-3.200001	37.636276	QAM256	27
28	355000000	-3.299999	37.636276	QAM256	28
29	363000000	-3.200001	37.636276	QAM256	29
30	371000000	-3.500000	37.355988	QAM256	30
31	379000000	-3.799999	37.355988	QAM256	31
32	387000000	-3.900002	37.636276	QAM256	32

3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25	Locked	37.636276
1	Locked	38.983261
2	Locked	38.983261
3	Locked	37.636276
4	Locked	38.983261
5	Locked	38.983261
6	Locked	38.983261
7	Locked	38.605377
8	Locked	38.605377
10	Locked	38.605377
11	Locked	38.605377
12	Locked	38.605377
13	Locked	38.983261
14	Locked	38.605377
15	Locked	38.605377
16	Locked	38.983261
17	Locked	38.983261
18	Locked	38.605377
19	Locked	38.605377
20	Locked	38.983261
21	Locked	38.605377
22	Locked	38.605377
23	Locked	37.636276
24	Locked	37.636276
26	Locked	37.636276
27	Locked	37.636276
28	Locked	37.636276
29	Locked	37.636276
30	Locked	37.355988
31	Locked	37.355988
32	Locked	37.636276

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

Locked

-4.1

140761841

scottjp23

Tuning in

9 months ago

3.0 Upstream channels

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

1	53700000	36.520599	5120 KSym/sec	32QAM	6
2	23600000	35.520599	5120 KSym/sec	16QAM	12
3	39400000	36.020599	5120 KSym/sec	16QAM	8
4	46200000	36.270599	5120 KSym/sec	16QAM	7
5	60300000	36.520599	5120 KSym/sec	32QAM	5
6	32600000	35.520599	5120 KSym/sec	64QAM	11

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0
6	US_TYPE_ATDMA	0	0	0	0

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	6
DOCSIS 3.1 channels	1	0

Adduxi
Very Insightful Person
9 months ago
Your US channels should all be 64 QAM. There is a fault and needs fixed by VM.
scottjp23
Tuning in
9 months ago
Thank you for your quick response.
scottjp23
Tuning in
9 months ago
Will someone from Virgin reach out to me here?
- Adduxi
  Very Insightful Person
  9 months ago
  VM staff will reply and it usually takes a couple of days as this is not a direct line to VM as such.
  Bumping your post will put you to the back of the queue again. If it is urgent phone in.
scottjp23
Tuning in
9 months ago
Thank you.

I have spent over three hours connected with customer support so far. Originally they said they would get back to me with an update after 24 hours and didn't.

Today they kept insisting it was a Wifi problem despite me saying over and over that it is an issue affected all devices, even those connected via ethernet cable. They offered an engineer but then quickly ended the chat because I hadn't replied within a few minutes - I was trying to take a screenshot of my upstream log to send them!

Really bad customer service and it is affecting my ability to work.

They won't acknowledge the QAM issue despite me mentioning it and linking to this thread.
scottjp23
Tuning in
9 months ago
Good news - I now have an engineer booked.
No further help needed for now.
scottjp23
Tuning in
9 months ago
Two weeks and this is still ongoing... the internet drops outs repeatedly. I need to use zoom calls for work so this is unacceptable.

The engineer upgraded us to the latest hub, but it hasn't changed anything.

We have also since, and sometimes repeatedly: reset the hub, reset the hub to factory setting, moved the ethernet cable from the 2.5GBps port.

This is clearly an issue with the network. The WhatsApp chat only allows you to select a Wifi issue meaning they try to solve that first every time - even though you clearly state it is affecting ethernet connected devices.

They said "it would be fixed within 24-48 hours" last Friday and the issues persists.

scottjp23

Tuning in

9 months ago

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	-3.4	39	QAM 256	25
2	139000000	-1.1	39	QAM 256	1
3	147000000	-1.4	39	QAM 256	2
4	155000000	-1.1	39	QAM 256	3
5	163000000	-1	40	QAM 256	4
6	179000000	-1.1	39	QAM 256	6
7	187000000	-1.3	40	QAM 256	7
8	195000000	-1.3	40	QAM 256	8
9	203000000	-1.4	40	QAM 256	9
10	211000000	0.9	39	QAM 256	10
11	219000000	0.8	39	QAM 256	11
12	227000000	-1	39	QAM 256	12
13	235000000	-1.4	39	QAM 256	13
14	243000000	-1.8	39	QAM 256	14
15	251000000	-1.9	39	QAM 256	15
16	259000000	-1.8	39	QAM 256	16
17	267000000	-1.7	39	QAM 256	17
18	275000000	-2	39	QAM 256	18
19	283000000	-2.2	39	QAM 256	19
20	291000000	-2.4	39	QAM 256	20
21	299000000	-2.5	39	QAM 256	21
22	307000000	-2.6	39	QAM 256	22
23	315000000	-2.7	39	QAM 256	23
24	323000000	-3.2	39	QAM 256	24
25	339000000	-3.3	39	QAM 256	26
26	347000000	-3.1	39	QAM 256	27
27	355000000	-3.2	39	QAM 256	28
28	363000000	-3.1	39	QAM 256	29
29	371000000	-3.5	39	QAM 256	30
30	379000000	-3.6	39	QAM 256	31
31	387000000	-3.4	39	QAM 256	32

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	39	1	0
2	Locked	39	0	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	40	0	0
6	Locked	39	3	0
7	Locked	40	768	64
8	Locked	40	7	0
9	Locked	40	4	0
10	Locked	39	3	0
11	Locked	39	0	0
12	Locked	39	4	0
13	Locked	39	6	0
14	Locked	39	4	0
15	Locked	39	3	0
16	Locked	39	3	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	1	0
21	Locked	39	3	0
22	Locked	39	2	0
23	Locked	39	0	0
24	Locked	39	1	0
25	Locked	39	1	0
26	Locked	39	1	0
27	Locked	39	1	0
28	Locked	39	1	0
29	Locked	39	4	0
30	Locked	39	6	0
31	Locked	39	2	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

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)

Locked

-4.7

1771646324

scottjp23
Tuning in
9 months ago
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 60300000 36.5 5120 QAM 64 5
1 53700000 36.3 5120 QAM 64 6
2 46200000 36 5120 QAM 64 7
3 39400000 36.3 5120 QAM 64 8
4 32600000 36.8 5120 QAM 64 11
5 23600000 36.5 5120 QAM 64 12
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0 ATDMA 0 0 0 0
1 ATDMA 0 0 0 0
2 ATDMA 0 0 6 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0

Forum Discussion

Connection Keeps Dropping - router data included in post

15 Replies

3.0 Downstream channels

3.0 Downstream channels

3.1 Downstream channels

3.1 Downstream channels

3.0 Upstream channels

3.0 Upstream channels

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0	60300000	36.5	5120	QAM 64	5
1	53700000	36.3	5120	QAM 64	6
2	46200000	36	5120	QAM 64	7
3	39400000	36.3	5120	QAM 64	8
4	32600000	36.8	5120	QAM 64	11
5	23600000	36.5	5120	QAM 64	12

0	ATDMA	0
1	ATDMA	0
2	ATDMA	6
3	ATDMA	0
4	ATDMA	0
5	ATDMA	0