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

Thinkbroadband.com share

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 

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QOS
08-06-2025 13:37:17    notice    GUI Login Status - Login Success from LAN interface

 

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