Intermittent internet connection

Question

I've been experiencing drops in the internet connection for a couple of weeks.

I've called customer service a few times but they seem stuck going over the same playbook of irrelevant troubleshooting steps like wifi or pinhole factory reset.

I can't get them to clock that something is happening upstream from the router making the connection drop. I can see plenty of T2 timeouts. It can happen multiple times a day for 3-5 minutes and it has been going on for 2/3 weeks now.

I was told they'd try to book a technician but after a second called they told me that it had been canceled since their systems don't see an issue.

I'm hoping in some VM forum folks to pick this up - or someone else to give me the secret phrase to get someone adequate to look into this.

jbrennand · Answer

See if its a known issue first.&nbsp;&nbsp; Look in 2 places1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)2) Then also Try the “free &amp; automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.The "compensation "timer" can also be started on this number if appropriate.Faults may not be listed on the Area Status web page. Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you.If nothing shows on there, try calling it in as a fault - free on 150 (VM line)&nbsp; or 0345 454 1111 others (national rate). See what they say when they test your connection. If they say it’s a known fault, get a fault reference number.Or, a VM person should pick this thread up and be able to help but it can take a few days

Client62 · Answer

Share the content of the Hub's Upstream and Downstream status tabs,these give us the clues to reasons for an unstable connection.

nickb5 · Answer

Here they are3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 114600000010.441QAM 2562215400000010.241QAM 2563316200000010.241QAM 2564417000000010.342QAM 2565517800000010.242QAM 2566618600000010.242QAM 2567719400000010.442QAM 2568820200000010.342QAM 2569921000000010.541QAM 256101021800000010.642QAM 256111122600000010.341QAM 256121223400000010.141QAM 25613132420000009.941QAM 25614142500000009.841QAM 25615152580000009.741QAM 25616162660000009.741QAM 25617172740000009.741QAM 25618182820000009.741QAM 25619192900000009.841QAM 25620202980000009.841QAM 25621213060000009.641QAM 25622223140000009.541QAM 25623233220000009.541QAM 25624243300000009.241QAM 25625253380000009.241QAM 25626263460000009.241QAM 2562727354000000941QAM 25628283620000008.941QAM 25629293700000008.841QAM 25630303780000008.841QAM 25631313860000008.841QAM 256323.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked41296127792Locked4178912413Locked416232894Locked424603585Locked424442696Locked423982517Locked425272778Locked424933029Locked4153827510Locked4253827511Locked4164329212Locked4153627413Locked4146526014Locked4152727415Locked4134727116Locked4153727617Locked4147226418Locked4146827019Locked4143225020Locked4144424021Locked4146730922Locked4144528223Locked4144324624Locked4146420925Locked4145024926Locked4130520527Locked4144223228Locked4153228829Locked4145222430Locked4144943131Locked41124019713.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33924K1800QAM 409611283.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33Locked417.637835892917293&nbsp;&nbsp;&nbsp;3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 04960000039.85120QAM 64514310000039.55120QAM 64623660000039.35120QAM 647330100000395120QAM 64842360000038.85120QAM 64103.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA023021ATDMA023032ATDMA023023ATDMA023034ATDMA023023.1 Upstream channelsChannel Channel Width (MHz) Power (dBmV) FFT Type Modulation 1310.435.02KQAM 2563.1 Upstream channelsChannel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 13OFDMA2087400000001

Robert_P · Answer

Hello nickb5
&nbsp;
Sorry to hear of the connection issues experienced and the issues getting support when speaking to the team, we're pleased you have taken the time to post via the forums and provide as much information as you have. Welcome to the community.
&nbsp;
From checking the connection and equipment there issues with the power levels on some of the downstream channels, this will require a visit. I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

nickb5 · Answer

Posting again in case others find this useful.
The issue looks to be sorted now (no disconnections in about a week) 🤞. As expected it was a power level issue easily corrected with an attenuator.

As far as I can tell, VM does not officially advertises operational power levels online, but the technician confirmed it's 0 - +6 (for downstream), a narrower range compared to the official DOCSIS spec. Knowing the target levels makes it much easier to keep an eye on.

Forum Discussion

Intermittent internet connection - no usefull help from call center

Related Content

intermittent internet connection on WIFI and ethernet connections

Intermittent internet speed issues

Intermittent loss of connection

Intermittent Connectivity Issues

1	146000000	10.4	41	QAM 256	2
2	154000000	10.2	41	QAM 256	3
3	162000000	10.2	41	QAM 256	4
4	170000000	10.3	42	QAM 256	5
5	178000000	10.2	42	QAM 256	6
6	186000000	10.2	42	QAM 256	7
7	194000000	10.4	42	QAM 256	8
8	202000000	10.3	42	QAM 256	9
9	210000000	10.5	41	QAM 256	10
10	218000000	10.6	42	QAM 256	11
11	226000000	10.3	41	QAM 256	12
12	234000000	10.1	41	QAM 256	13
13	242000000	9.9	41	QAM 256	14
14	250000000	9.8	41	QAM 256	15
15	258000000	9.7	41	QAM 256	16
16	266000000	9.7	41	QAM 256	17
17	274000000	9.7	41	QAM 256	18
18	282000000	9.7	41	QAM 256	19
19	290000000	9.8	41	QAM 256	20
20	298000000	9.8	41	QAM 256	21
21	306000000	9.6	41	QAM 256	22
22	314000000	9.5	41	QAM 256	23
23	322000000	9.5	41	QAM 256	24
24	330000000	9.2	41	QAM 256	25
25	338000000	9.2	41	QAM 256	26
26	346000000	9.2	41	QAM 256	27
27	354000000	9	41	QAM 256	28
28	362000000	8.9	41	QAM 256	29
29	370000000	8.8	41	QAM 256	30
30	378000000	8.8	41	QAM 256	31
31	386000000	8.8	41	QAM 256	32

1	Locked	41	2961	2779
2	Locked	41	789	1241
3	Locked	41	623	289
4	Locked	42	460	358
5	Locked	42	444	269
6	Locked	42	398	251
7	Locked	42	527	277
8	Locked	42	493	302
9	Locked	41	538	275
10	Locked	42	538	275
11	Locked	41	643	292
12	Locked	41	536	274
13	Locked	41	465	260
14	Locked	41	527	274
15	Locked	41	347	271
16	Locked	41	537	276
17	Locked	41	472	264
18	Locked	41	468	270
19	Locked	41	432	250
20	Locked	41	444	240
21	Locked	41	467	309
22	Locked	41	445	282
23	Locked	41	443	246
24	Locked	41	464	209
25	Locked	41	450	249
26	Locked	41	305	205
27	Locked	41	442	232
28	Locked	41	532	288
29	Locked	41	452	224
30	Locked	41	449	431
31	Locked	41	1240	1971

0	49600000	39.8	5120	QAM 64	5
1	43100000	39.5	5120	QAM 64	6
2	36600000	39.3	5120	QAM 64	7
3	30100000	39	5120	QAM 64	8
4	23600000	38.8	5120	QAM 64	10

0	ATDMA	23	2
1	ATDMA	23	3
2	ATDMA	23	2
3	ATDMA	23	3
4	ATDMA	23	2