Intermittent dropouts for past 2 months
Hi,
I've been having horrendous trouble with my broadband connection since easter. I've been monitoring it with PingPlotter pinging www.virginmedia.comand can see the 100% packet loss spiking over the course of a few minutes to complete loss for minutes on end. Then I'll get periods of hours with no trouble. I work from home and frequently have interrupted Teams meetings where I have to apologise for missing minutes on end when my connection starts misbehaving. And forget trying to play online games. Please note, my computers are on LAN connections NOT WIFI ( WIFI seems to be all the phone support want to discuss ).
I can understand the intermittent nature may make it hard to fault find on, but I've now had multiple engineer visits. My Hub5 has been swapped out, ALL the cabling in my house has been replaced, the splitter has been changed, they've even put in new cable from the house to the street junction box ( which left me without a phone line for 2 weeks but that's resolved now ). I've tried putting the Hub5 in modem mode and using a TP-Link router but it made no difference. There were engineers out today working on the street hardware but still my network is unreliable.
I've been with Virgin Media for more than 10 years and this is the first time I've seriously looked at leaving. I think this forum is my last hope before I up sticks and move. Please could someone help put an end to this.
This is a typical period of instability captured on PingPlotter.
And here's one from ThinkBroadband
It seems the done thing is to include router logs so here goes.
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 306000000 5.1 42 QAM 256 22
2 138000000 6.6 42 QAM 256 1
3 146000000 6.3 42 QAM 256 2
4 154000000 6.2 41 QAM 256 3
5 162000000 6.4 42 QAM 256 4
6 170000000 6.3 42 QAM 256 5
7 178000000 6.2 42 QAM 256 6
8 186000000 6.3 42 QAM 256 7
9 194000000 6.7 42 QAM 256 8
10 202000000 6.6 42 QAM 256 9
11 210000000 6.5 42 QAM 256 10
12 218000000 6.2 42 QAM 256 11
13 226000000 5.2 42 QAM 256 12
14 234000000 2 40 QAM 256 13
15 242000000 4.7 42 QAM 256 14
16 250000000 5.3 42 QAM 256 15
17 258000000 5.5 42 QAM 256 16
18 266000000 5.6 42 QAM 256 17
19 274000000 5.6 42 QAM 256 18
20 282000000 5.5 42 QAM 256 19
21 290000000 5.6 42 QAM 256 20
22 298000000 5.5 42 QAM 256 21
23 314000000 4.6 42 QAM 256 23
24 322000000 4.6 42 QAM 256 24
25 330000000 4.6 42 QAM 256 25
26 338000000 4.5 42 QAM 256 26
27 346000000 4.3 42 QAM 256 27
28 354000000 4.3 42 QAM 256 28
29 362000000 4.2 42 QAM 256 29
30 370000000 3.8 42 QAM 256 30
31 378000000 3.5 42 QAM 256 31
32 386000000 3.5 42 QAM 256 32
3.0 Downstream channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 42 982 1626
2 Locked 42 279 1918
3 Locked 42 1246 3495
4 Locked 41 2822 5792
5 Locked 42 2754 8109
6 Locked 42 2709 9831
7 Locked 42 2554 10585
8 Locked 42 3094 15961
9 Locked 42 2966 18203
10 Locked 42 3250 15372
11 Locked 42 3120 17841
12 Locked 42 2061 7009
13 Locked 42 2509 6398
14 Locked 40 3373 25451
15 Locked 42 3268 34849
16 Locked 42 2835 35477
17 Locked 42 2950 33349
18 Locked 42 2057 36440
19 Locked 42 2171 36531
20 Locked 42 2253 36604
21 Locked 42 2312 36567
22 Locked 42 2316 35848
23 Locked 42 2657 35724
24 Locked 42 2258 36968
25 Locked 42 2538 36775
26 Locked 42 2859 35910
27 Locked 42 2418 37319
28 Locked 42 3432 35896
29 Locked 42 2759 36940
30 Locked 42 3407 34443
31 Locked 42 6551 30871
32 Locked 42 6831 31310
3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 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)
159 Locked 40 1.9 2930685092 854875
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 43 5120 QAM 64 1
1 43100000 42.5 5120 QAM 64 2
2 36600000 42 5120 QAM 64 3
3 30100000 41 5120 QAM 64 4
4 23600000 40.5 5120 QAM 64 5
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0 ATDMA 0 0 4 0
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10 36.7 2K QAM 256
3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 200 74000000 1 1
Network Log
Time Priority Description
10-06-2025 22:01:01 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9
[MAC addresses removed]
QOS
08-06-2025 13:37:17 notice GUI Login Status - Login Success from LAN interface
[Mod - Mac addresses removed]