Intermittent Connection Issues

Question

Hiya. Hope someone might be able to offer some advice.

For the last couple of months my Hub 5 (connected to PC via an ethernet cable) has been losing its connection at night. So far, it's absolutely fine during the day when I'm working at home. But from about 8-9pm onwards most nights, it disconnects intermittently.

Sometimes it comes back within a minute or two. Sometimes I get a red flashing light, and have to turn it off and back on again. Sometimes it only works with a pinhole reset. On the worst nights, this will happen several times.

VM sent an email about a month ago saying they'd spotted an issue with the broadband, and that it had been resolved. It hadn't. After phoning them, I've now been sent a replacement Hub 5. Things were fine for the last week, but has now returned.

Service status online tells me either that the hub isn't connected properly, regardless of whether or not the connection is working, or that there are intermittent issues in my area. The 0800 service status number tells me there are no issues in my area.

Checking the Router information, I'm seeing a hell of a lot of pre/post RS errors; in the thousands, even though router was reset less than an hour ago and they were showing zero.

Been with VM for a long time, and they have been reliable up until now. Any advice on what might be causing the problem would be appreciated. I can post the reports from the Router Status pages if it'd help.

AndyM74 · Answer

3.0 Downstream channelsChannel &nbsp; &nbsp;Frequency (Hz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;SNR (dB) &nbsp; &nbsp;Modulation &nbsp; &nbsp;Channel ID1 &nbsp; &nbsp;379000000 &nbsp; &nbsp;-1.5 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;312 &nbsp; &nbsp;139000000 &nbsp; &nbsp;-2.2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;13 &nbsp; &nbsp;147000000 &nbsp; &nbsp;-2.6 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;24 &nbsp; &nbsp;155000000 &nbsp; &nbsp;-2.1 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;35 &nbsp; &nbsp;163000000 &nbsp; &nbsp;-1.9 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;46 &nbsp; &nbsp;171000000 &nbsp; &nbsp;-2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;57 &nbsp; &nbsp;179000000 &nbsp; &nbsp;-2.2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;68 &nbsp; &nbsp;187000000 &nbsp; &nbsp;-1.8 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;79 &nbsp; &nbsp;195000000 &nbsp; &nbsp;-1.7 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;810 &nbsp; &nbsp;203000000 &nbsp; &nbsp;-1.9 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;911 &nbsp; &nbsp;211000000 &nbsp; &nbsp;-1.8 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1012 &nbsp; &nbsp;219000000 &nbsp; &nbsp;-2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1113 &nbsp; &nbsp;227000000 &nbsp; &nbsp;-2.3 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1214 &nbsp; &nbsp;235000000 &nbsp; &nbsp;-2.3 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1315 &nbsp; &nbsp;243000000 &nbsp; &nbsp;-2.2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1416 &nbsp; &nbsp;251000000 &nbsp; &nbsp;-2.1 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1517 &nbsp; &nbsp;259000000 &nbsp; &nbsp;-2.2 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1618 &nbsp; &nbsp;267000000 &nbsp; &nbsp;-2.7 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1719 &nbsp; &nbsp;275000000 &nbsp; &nbsp;-3.3 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1820 &nbsp; &nbsp;283000000 &nbsp; &nbsp;-3.5 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1921 &nbsp; &nbsp;291000000 &nbsp; &nbsp;-3.1 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2022 &nbsp; &nbsp;299000000 &nbsp; &nbsp;-2.6 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2123 &nbsp; &nbsp;307000000 &nbsp; &nbsp;-2.1 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2224 &nbsp; &nbsp;315000000 &nbsp; &nbsp;-1.8 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2325 &nbsp; &nbsp;323000000 &nbsp; &nbsp;-1.9 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2426 &nbsp; &nbsp;331000000 &nbsp; &nbsp;-1.9 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2527 &nbsp; &nbsp;339000000 &nbsp; &nbsp;-1.9 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2628 &nbsp; &nbsp;347000000 &nbsp; &nbsp;-2 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2729 &nbsp; &nbsp;355000000 &nbsp; &nbsp;-1.7 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2830 &nbsp; &nbsp;363000000 &nbsp; &nbsp;-1.5 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2931 &nbsp; &nbsp;371000000 &nbsp; &nbsp;-1.7 &nbsp; &nbsp;41 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;303.0 Downstream channelsChannel &nbsp; &nbsp;Locked Status &nbsp; &nbsp;RxMER (dB) &nbsp; &nbsp;Pre RS Errors &nbsp; &nbsp;Post RS Errors1 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;4084 &nbsp; &nbsp;252 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;4861 &nbsp; &nbsp;5583 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;12070 &nbsp; &nbsp;12744 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;9265 &nbsp; &nbsp;8205 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5141 &nbsp; &nbsp;45066 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;1757 &nbsp; &nbsp;29317 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;1889 &nbsp; &nbsp;13538 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;2743 &nbsp; &nbsp;74729 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;7486 &nbsp; &nbsp;376710 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5964 &nbsp; &nbsp;56011 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;4982 &nbsp; &nbsp;3712 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;6248 &nbsp; &nbsp;52713 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5923 &nbsp; &nbsp;105314 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;4659 &nbsp; &nbsp;81415 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5754 &nbsp; &nbsp;143416 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;6520 &nbsp; &nbsp;137617 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;4711 &nbsp; &nbsp;20118 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5224 &nbsp; &nbsp;30819 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;6329 &nbsp; &nbsp;74020 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5006 &nbsp; &nbsp;50721 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5002 &nbsp; &nbsp;97222 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5640 &nbsp; &nbsp;153423 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;5113 &nbsp; &nbsp;71024 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;4982 &nbsp; &nbsp;30725 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;5180 &nbsp; &nbsp;33526 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;3903 &nbsp; &nbsp;2727 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;3550 &nbsp; &nbsp;928 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;4774 &nbsp; &nbsp;19929 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;3796 &nbsp; &nbsp;8230 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;3523 &nbsp; &nbsp;4431 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;4869 &nbsp; &nbsp;1953.1 Downstream channelsChannel &nbsp; &nbsp;Channel Width (MHz) &nbsp; &nbsp;FFT Type &nbsp; &nbsp;Number of Active Subcarriers &nbsp; &nbsp;Modulation (Active Profile) &nbsp; &nbsp;First Active Subcarrier (Hz)33 &nbsp; &nbsp;94 &nbsp; &nbsp;4K &nbsp; &nbsp;1840 &nbsp; &nbsp;QAM 4096 &nbsp; &nbsp;11083.1 Downstream channelsChannel ID &nbsp; &nbsp;Locked Status &nbsp; &nbsp;RxMER Data (dB) &nbsp; &nbsp;PLC Power (dBmV) &nbsp; &nbsp;Corrected errors (Active Profile) &nbsp; &nbsp;Uncorrectable errors (Active Profile)33 &nbsp; &nbsp;Locked &nbsp; &nbsp;41 &nbsp; &nbsp;-3.3 &nbsp; &nbsp;38409551 &nbsp; &nbsp;2079

AndyM74 · Answer

3.0 Upstream channelsChannel &nbsp; &nbsp;Frequency (Hz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;Symbol Rate (ksps) &nbsp; &nbsp;Modulation &nbsp; &nbsp;Channel ID0 &nbsp; &nbsp;49600000 &nbsp; &nbsp;52.8 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;11 &nbsp; &nbsp;43100000 &nbsp; &nbsp;53.8 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;22 &nbsp; &nbsp;36600000 &nbsp; &nbsp;53.3 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;33 &nbsp; &nbsp;30100000 &nbsp; &nbsp;53.5 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;44 &nbsp; &nbsp;23600000 &nbsp; &nbsp;52.8 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;53.0 Upstream channelsChannel &nbsp; &nbsp;Channel Type &nbsp; &nbsp;T1 Timeouts &nbsp; &nbsp;T2 Timeouts &nbsp; &nbsp;T3 Timeouts &nbsp; &nbsp;T4 Timeouts0 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;1 &nbsp; &nbsp;0 &nbsp; &nbsp;01 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;1 &nbsp; &nbsp;4 &nbsp; &nbsp;02 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;1 &nbsp; &nbsp;0 &nbsp; &nbsp;03 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;1 &nbsp; &nbsp;0 &nbsp; &nbsp;04 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;1 &nbsp; &nbsp;0 &nbsp; &nbsp;03.1 Upstream channelsChannel &nbsp; &nbsp;Channel Width (MHz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;FFT Type &nbsp; &nbsp;Modulation6 &nbsp; &nbsp;10.4 &nbsp; &nbsp;46.7 &nbsp; &nbsp;2K &nbsp; &nbsp;QAM 2563.1 Upstream channelsChannel &nbsp; &nbsp;Channel Type &nbsp; &nbsp;Number of Active Subcarriers &nbsp; &nbsp;First Active Subcarrier (Hz) &nbsp; &nbsp;T3 Timeouts &nbsp; &nbsp;T4 Timeouts6 &nbsp; &nbsp;OFDMA &nbsp; &nbsp;208 &nbsp; &nbsp;74000000 &nbsp; &nbsp;3 &nbsp; &nbsp;0

Client62 · Answer

Seeing every 3.0 &amp; 3.1 downstream channel is affected by Post RS / Uncorrectable errors, a local fault may persist.&nbsp;Check (again) for known faults in your street – try both methods :Call the local fault line: 0800 561 0061 – this is an automated number.https://www.virginmedia.com/help/check/status/identification/identify

jbrennand · Answer

Up power levels are high - all at the top of the max range level. and need looking at with a Tech visit - call it in as a fault.

Also - change your ethernet cable to a new Cat6a one - they can fail with age.

Also - If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here 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
https://www.thinkbroadband.com/broadband/monitoring/quality

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