Intermittent connection for nearly a month (Hub 4)

Question

I'm at my wits'&nbsp;end with this issue. Status page always says intermittent signal, when the 24 hour countdown on this runs out it just resets to 24 hours, making it impossible to actually get help through that avenue. Going through AI assistants makes me lose the will to live. (Seriously, F all companies that are using AI assistants, AI is the biggest backwards step in recorded human history). I'm convinced that Virgin have created an elaborate wall of fake technical support designed to make it as difficult as physically possible to actually get real assistance.In a nutshell, we've had an intermittent service for about a month now. Rebooting the hub usually (but not always) fixes the problem temporarily, leading me to believe the issue is with the hub itself. We've had it for about four years now, and we've had previous hubs die on us over time before. Sometimes we can actually go several days without issue, only for it to start recurring with high frequency again, but right now it's going on and off every couple of hours or even less.&nbsp;Right now I can't even connect to the hub via the usual 192.168.0.1 address to perform a reboot, which is bizarre because I'm connected to the network just fine; I can ping other local devices. Just no internet connection. Apparently Virgin are performing scheduled maintenance in my area tomorrow morning. If the problem isn't resolved after that I will be fully convinced it's our hub that is fubar.

goslow · Answer

Try the automated service status number 0800 561 0061 to check for any faults in your area.

If there is planned work, or a general fault, in your area you will not get any useful individual help from VM until that has cleared. Tech visits routinely get cancelled if an area fault is in place.

Are you running a BQM to track your connection?

https://www.thinkbroadband.com/broadband/monitoring/quality

If you can regain access to your hub, (a wired connection is best for settings changes) post your connection stat's as per Tudor's post

Red light on hub 3 - unstable connection | Virgin Media Community - 5530986

and one of the forum regulars may look them over for you to see if they are in spec.

Pepsi-Max · Answer

I have regained access to my hub, so I've posted the downstream/upstream stats down below. I can't remember what they look like when everything's fine, but I do remember having problems with a faulty hub in the past where the numbers were much different. Granted, in that instance the connection wasn't intermittent, it was just incredibly slow. This time, the connection is fine when it's up in terms of ping/speed/packet loss, it just keeps cutting out.

I haven't been using a BQM and unfortunately due to the nature of this problem with how unpredictable it is (it's possible that after my next reboot it might be trouble-free for a week before going weird again as happened recently), it could take weeks to collate any useful data. In the meantime I have a borderline unusable service. I've had to reboot my hub several times today alone.

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
4	162750000	-0.6	37.4	QAM256	4
1	138750000	-0.4	35.4	QAM256	1
2	146750000	-2.2	34.9	QAM256	2
3	154750000	-4	34.3	QAM256	3
5	170750000	0.6	38.6	QAM256	5
6	178750000	0.8	38.6	QAM256	6
7	186750000	0.1	37.4	QAM256	7
8	194750000	1.9	39	QAM256	8
9	202750000	2.1	39	QAM256	9
10	210750000	2.1	38.6	QAM256	10
11	218750000	0.7	37.6	QAM256	11
12	226750000	-1.8	36.6	QAM256	12
13	234750000	1.4	39	QAM256	13
14	242750000	0	38.6	QAM256	14
15	250750000	0.7	38.6	QAM256	15
16	258750000	-0.2	39	QAM256	16
17	266750000	-0.4	38.6	QAM256	17
18	274750000	1.7	38.6	QAM256	18
19	282750000	0.2	38.6	QAM256	19
20	290750000	0.2	38.6	QAM256	20
21	298750000	-0.2	39	QAM256	21
22	306750000	0.6	38.6	QAM256	22
23	314750000	-0.4	39	QAM256	23
24	322750000	-0.7	38.6	QAM256	24
25	330750000	-2.1	37.4	QAM256	25
26	338750000	0.7	39	QAM256	26
27	346750000	0.4	40.4	QAM256	27
28	354750000	2.2	40.4	QAM256	28
36	418750000	1.2	39	QAM256	36
37	522750000	0	39	QAM256	37
38	530750000	0.5	39	QAM256	38

3.0 Downstream channels

Channel	Lock Status	RxMER (dB)
4	Locked	37.355988
1	Locked	35.417789
2	Locked	34.925610
3	Locked	34.345688
5	Locked	38.605377
6	Locked	38.605377
7	Locked	37.355988
8	Locked	38.983261
9	Locked	38.983261
10	Locked	38.605377
11	Locked	37.636276
12	Locked	36.609653
13	Locked	38.983261
14	Locked	38.605377
15	Locked	38.605377
16	Locked	38.983261
17	Locked	38.605377
18	Locked	38.605377
19	Locked	38.605377
20	Locked	38.605377
21	Locked	38.983261
22	Locked	38.605377
23	Locked	38.983261
24	Locked	38.605377
25	Locked	37.355988
26	Locked	38.983261
27	Locked	40.366287
28	Locked	40.366287
36	Locked	38.983261
37	Locked	38.983261
38	Locked	38.983261

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
39	94	4K	1800	QAM4096	424

3.1 Downstream channels

Channel ID	Lock Status	RxMER Data (dB)	PLC Power (dBmV)	Correcteds (Active Profile)	Uncorrectables (Active Profile)
39	Locked	41	-0.8	1596209	0

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600000	54.5	5120 KSym/sec	QAM64	5
2	36600000	55	5120 KSym/sec	QAM64	7
3	23600000	53.3	5120 KSym/sec	QAM16	10
4	30100000	50.8	5120 KSym/sec	QAM64	8
5	43100000	55.8	5120 KSym/sec	QAM64	6

3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel	Channel Width (MHz)	Power (dBmV)	FFT Type	Modulation
12	10.4	56.9	2K	QAM32

3.1 Upstream channels

Channel	Channel Type	Number of Active Subcarriers	First Active Subcarrier (Hz)	T3 Timeouts	T4 Timeouts
12	OFDMA	208	53.4	0	0

goslow · Answer

An intermittent problem is exactly the sort of issue to use the BQM as it runs 24/7 to track your connection so you can review over time and see if any patterns emerge.

Can't say I know enough about the data to advise but your upstream levels seem to be towards the highest end of the range usually quoted on here. Hopefully one of the regulars, who knows about the hub data, will comment on your stat's.

Cardiffman282 · Answer

Both 3.0 and 3.1 upstream power levels and modulation are off. Check for local faults on 0800 561 0061 and if none report it as a fault on 0345 454 1111 / 150.&nbsp;

John_GS · Answer

Hi Pepsi-Max&nbsp;
Thanks for posting and welcome to the community. Sorry to hear of any Broadband issues. I'll send you a PM now to help further.&nbsp;

Forum Discussion

Intermittent connection for nearly a month (Hub 4)

5 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

3.1 Upstream channels

3.1 Upstream channels

Related Content

Intermittent internet connection

Intermittent Connectivity Issues

Intermittent loss of connection

intermittent internet connection on WIFI and ethernet connections

Intermittent Signal