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Oldwolfie's avatar
Oldwolfie
Tuning in
4 months ago
Solved

Continuing connection issues since 12 Aug

Hi, have been having issues with Virgin internet services for months now after some years of good connection with very few dropouts

I took 4 days to get talk to anyone from Virgin! 

We have now had 3 visits

First engineer replaced all the connectors in the house and outside and also the Hub3 - still having issues

Second guy said the drop cable needs replacing

Third guy replaced the drop cable and all the connectors outside again - still having issues but every chat or call with Virgin say that everything is ok

Today again the internet connection has dropped twice (My door cam sends a notification every time internet is lost)

It first disconnected 15:13, I was out and tried to reset via the Virgin app (no joy by the looks) rest at 16:45 at home

todays network log

Also now having issues with devices not connecting because they can not get an IP

Can anyone point me in the right direction to get this resolved

 

Thanks

 

 

  • That's the one. The stats all look good to me. The BQM isn't awful but isn't perfect either (spikes, hints of packet loss, some brief (manual hub reboot?) disconnections. Have you checked for long faults on 0800 561 0061 / 150? 

    • Oldwolfie's avatar
      Oldwolfie
      Tuning in

       Thanks

       

       

      As you can see same issue today

      17/10/24

      18/10/24

      Get alert from door cam that it's offline, can't ping the internet or the Hub3 (wired connection)

      Hub3 shows white light as if it's working fine, BQM shows that the connection is to the house, only way to get an internet connection it to power cycle the Hub

       

      The Hub has been replaced with a refurbed one recently but less stable that the last one

       

       

       

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Oldwolfie 

    The forums internal systems won't approve images that show your IP address or MAC addresses.

    If you are wanting to show your network logs you should copy paste them.

    It would actually be more helpful if you posted all the data from the the Downstream, Upstream, Configuration and Network logs. It gives a better overall snapshot of what's happening to your system including the power levels so the more knowledgeable fourm guru's can help with the connection issues.

    Also if you could post a live BQM it will blank out the IP address for you. To do that when accessing your BQM click on the Share option and on the screen that opens click on Share. On the next screen click on Share Live Graph

    Copy the text in the Direct Link box (beware there may be more text than you can see so make sure you highlight it all)

    On here when adding your BQM click the Link icon (2 links chain to the left of the camera icon)

     In the URL box paste the link you copied and then click OK.

    • Oldwolfie's avatar
      Oldwolfie
      Tuning in

      Thanks everyone, hope this works

       

       www.thinkbroadband.com/broadband/monitoring/quality/share/e904de573e9f850cbdfa852fa130b56f59e266b9 

      Downstream bonded channels

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

      13230000003.738256 qam24
      21390000003.738256 qam1
      31630000003.540256 qam4
      41710000003.538256 qam5
      51950000003.540256 qam8
      62030000003.440256 qam9
      72270000003.240256 qam12
      82350000003.240256 qam13
      92590000003.540256 qam16
      102670000003.540256 qam17
      112910000003.438256 qam20
      122990000003.538256 qam21
      133310000003.538256 qam25
      143390000003.738256 qam26
      153470000003.440256 qam27
      16355000000340256 qam28
      173630000002.538256 qam29
      183710000002.538256 qam30
      193790000002.538256 qam31
      20387000000238256 qam32
      213950000001.938256 qam33
      224030000001.738256 qam34
      23411000000238256 qam35
      244190000001.940256 qam36

       



      Downstream bonded channels

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

      1Locked38.950
      2Locked38.670
      3Locked40.3200
      4Locked38.9190
      5Locked40.3160
      6Locked40.340
      7Locked40.350
      8Locked40.330
      9Locked40.340
      10Locked40.360
      11Locked38.940
      12Locked38.960
      13Locked38.660
      14Locked38.950
      15Locked40.340
      16Locked40.360
      17Locked38.960
      18Locked38.650
      19Locked38.9130
      20Locked38.960
      21Locked38.940
      22Locked38.950
      23Locked38.9130
      24Locked40.360

       

      • Oldwolfie's avatar
        Oldwolfie
        Tuning in

         

         

        Upstream bonded channels

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

        14960003645.3512064 qam9
        22360000043.8512064 qam13
        33009998845.3512064 qam12
        43660000945.3512064 qam11
        54309997645.3512064 qam10



        Upstream bonded channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

        1ATDMA0000
        2ATDMA0000
        3ATDMA0000
        4ATDMA0000
        5ATDMA0000

         

         

         

         

        General Configuration

        Network access
        Allowed
        Maximum Number of CPEs
        1
        Baseline Privacy
        Enabled
        DOCSIS Mode
        Docsis30
        Config file
        9873254k;fg87dsfd;kfoA,.iyewr



        Primary Downstream Service Flow

        SFID21867
        Max Traffic Rate287500061
        Max Traffic Burst42600
        Min Traffic Rate0



        Primary Upstream Service Flow

        SFID21870
        Max Traffic Rate27500061
        Max Traffic Burst42600
        Min Traffic Rate0
        Max Concatenated Burst42600
        Scheduling TypeBestEffort