Forum Discussion

Pacm0n1's avatar
Pacm0n1
Tuning in
12 months ago

Intermittent connection

I keep having issues where the Internet drops. The light stays white on my hub 5. This happens regardless whether I'm connected by WiFi or via ethernet. 

Using the virgin app it sometimes says intermittent signal issues in my area but more often than not it recommends doing a full reset to my hub. Which has been done to no avail. 

I previously had an engineer out for the same issue when it happened previously. Although that time the app consistently knew there was a problem. The engineer did nothing though as said then the area problem had been fixed. 

I am getting beyond annoyed now. 

Is this likely to be an issue with the hub or at virgins end? 

  • Client62's avatar
    Client62
    Alessandro Volta

    The automated service on 0800 561 0061 is best to see if there is a fault in your street.

    Beyond that you can review (or share) the Hub Downstream & Upstream signal details to see if there are any obvious connection issues.

  • Thank you the automated service says there are no faults. Signal details are as follows:

    .0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1 147000000 1.4 40 QAM 256 2
    2 139000000 2 40 QAM 256 1
    3 155000000 1.6 40 QAM 256 3
    4 163000000 1.8 40 QAM 256 4
    5 171000000 2.2 40 QAM 256 5
    6 179000000 1.5 40 QAM 256 6
    7 187000000 1.8 40 QAM 256 7
    8 195000000 2.4 40 QAM 256 8
    9 203000000 2.6 40 QAM 256 9
    10 211000000 2.3 40 QAM 256 10
    11 219000000 1.9 40 QAM 256 11
    12 227000000 2.2 40 QAM 256 12
    13 235000000 2.3 40 QAM 256 13
    14 243000000 2.3 40 QAM 256 14
    15 251000000 1.6 40 QAM 256 15
    16 259000000 1.6 40 QAM 256 16
    17 267000000 1.7 40 QAM 256 17
    18 275000000 1.9 40 QAM 256 18
    19 283000000 1.5 40 QAM 256 19
    20 291000000 1.3 40 QAM 256 20
    21 299000000 1.3 40 QAM 256 21
    22 307000000 1.7 40 QAM 256 22
    23 315000000 1.7 40 QAM 256 23
    24 323000000 1 40 QAM 256 24
    25 331000000 1.2 40 QAM 256 25
    26 339000000 1.4 40 QAM 256 26
    27 347000000 1.7 40 QAM 256 27
    28 355000000 1.3 40 QAM 256 28
    29 363000000 1.3 40 QAM 256 29
    30 371000000 1.3 40 QAM 256 30
    31 379000000 1.8 40 QAM 256 31
    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1 Locked 40 19952 22894
    2 Locked 40 150276 37661
    3 Locked 40 129285 9753
    4 Locked 40 659523 203956
    5 Locked 40 64155 24289
    6 Locked 40 748390 141876
    7 Locked 40 265830 1212
    8 Locked 40 3943 493
    9 Locked 40 3453 328
    10 Locked 40 3361 416
    11 Locked 40 3249 346
    12 Locked 40 3027 96
    13 Locked 40 3050 37
    14 Locked 40 2357 0
    15 Locked 40 1554 0
    16 Locked 40 919 0
    17 Locked 40 497 0
    18 Locked 40 142 0
    19 Locked 40 49 0
    20 Locked 40 11 0
    21 Locked 40 11 0
    22 Locked 40 5 0
    23 Locked 40 1 0
    24 Locked 40 2 0
    25 Locked 40 0 0
    26 Locked 40 0 0
    27 Locked 40 0 0
    28 Locked 40 0 0
    29 Locked 40 0 0
    30 Locked 40 0 0
    31 Locked 40 0 0
    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33 94 4K 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)
    33 Locked 42 4.3 111529680 453


    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    0 60300000 38.5 5120 QAM 64 5
    1 53700000 38.5 5120 QAM 64 6
    2 46200000 39.3 5120 QAM 64 7
    3 39400000 38.8 5120 QAM 64 8
    4 32600000 38.3 5120 QAM 64 11
    5 23600000 38.8 5120 QAM 64 12
    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0 ATDMA 0 30 54 0
    1 ATDMA 0 30 72 0
    2 ATDMA 0 30 72 0
    3 ATDMA 0 30 52 0
    4 ATDMA 0 30 53 0
    5 ATDMA 0 30 72 0

    General Configuration

    Network access Allowed
    Maximum Number of CPEs 3
    Baseline Privacy Enabled
    DOCSIS Mode 3.1
    Config file cmreg-vmdg660-bbt076+voc-b.cm
    Primary Downstream Service Flow

    SFID 115120
    Max Traffic Rate 1230000450 bps
    Max Traffic Burst 42600bytes
    Min Traffic Rate 0 bps
    SFID 115122
    Max Traffic Rate 128000 bps
    Max Traffic Burst 3044bytes
    Min Traffic Rate 0 bps
    Primary Upstream Service Flow

    SFID 115119
    Max Traffic Rate 110000274 bps
    Max Traffic Burst 42600bytes
    Min Traffic Rate 0 bps
    Max Concatenated Burst 42600bytes
    Scheduling Type Best Effort
    SFID 115121
    Max Traffic Rate 128000 bps
    Max Traffic Burst 3044bytes
    Min Traffic Rate 0 bps
    Max Concatenated Burst 1522bytes
    Scheduling Type Best Effort

     

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team

      Hi Pacm0n1 👋.

      Thanks for reaching out to us, apologies for the delay in responding and the issues you have had with your Hub. Can i ask have you been able to get this resolved or do you require further assistance?

      Let us know. 

      Sabrina

      • Pacm0n1's avatar
        Pacm0n1
        Tuning in

        An engineer has been today. He said the fibre was very dirty inside the outside box and a red light was showing inside the box thst shouldn't be. He's cleaned the fibre and replaced the bit that had a red light so is hoping that should fix it.