Forum Discussion

jaseclarkson's avatar
jaseclarkson
Joining in
10 months ago
Solved

Intermittent internet connection

Hi, 

I got 2 weeks ago a replacement hub from hub 2 to hub 3. 

The internet was intermittent on hub 2 and that is why I got hub 3. The problem is still occuring. It is not WiFi issue, even on Ethernet the connection goes down. Network Status shows issues. I reset the hub after the initial installation. 

Spoke to support and I got told that they are refreshing the signal to fix my problem. The problem is not fixed.

  • Looks like an engineer is needed - you can either wait a few days for a forum team member to respond or contact Virgin Media on X (@VirginMedia) or Facebook.

    Some of the downstream power levels are too low and you are missing 4 upstream channels. The upstream power levels are also very high.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Post up all the data as per this.....

    ____________________________

    In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    • jaseclarkson's avatar
      jaseclarkson
      Joining in
      Downstream bonded channels
      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      1155000000-935256 qam3
      2139000000-9.734256 qam1
      3147000000-9.534256 qam2
      4163000000-9.435256 qam4
      5171000000-9.735256 qam5
      6179000000-10.434256 qam6
      7187000000-9.934256 qam7
      8195000000-1034256 qam8
      9203000000-1035256 qam9
      10211000000-10.734256 qam10
      11219000000-11.233256 qam11
      12227000000-11.433256 qam12
      13235000000-11.233256 qam13
      14307000000-12.932256 qam22
      15315000000-12.732256 qam23
      16323000000-13.432256 qam24
      17331000000-1332256 qam25
      18339000000-12.732256 qam26
      19347000000-13.831256 qam27
      20355000000-14.431256 qam28
      21363000000-14.531256 qam29
      22371000000-1431256 qam30
      23379000000-13.731256 qam31
      24387000000-14.231256 qam32


      Downstream bonded channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked3573381550
      2Locked34.434264871
      3Locked34.41134741215
      4Locked35138471511
      5Locked35169431368
      6Locked34.4459451168
      7Locked34.9118851178
      8Locked34.9173091144
      9Locked35107041258
      10Locked34.4319331252
      11Locked33.82702661095
      12Locked33.315615681054
      13Locked33.8179652662
      14Locked32.92788354610
      15Locked32.92750874398
      16Locked32.38574353264
      17Locked32.216511721164
      18Locked32.312622140145
      19Locked31.929244664431
      20Locked31.646151619883
      21Locked31.4648832411152
      22Locked31.6699082291296
      23Locked31.6541911551029
      24Locked31.491533339758
      • jaseclarkson's avatar
        jaseclarkson
        Joining in

        Upstream bonded channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

        12360000057512064 qam5



        Upstream bonded channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

        1ATDMA0030
  • Looks like an engineer is needed - you can either wait a few days for a forum team member to respond or contact Virgin Media on X (@VirginMedia) or Facebook.

    Some of the downstream power levels are too low and you are missing 4 upstream channels. The upstream power levels are also very high.

  • An engineer came in today replaced cables and splitters and something outside the house and the signal is better now. Thank you for your help. 

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)

      Hey jaseclarkson,

      Great to hear that this has now been fixed, if you do need anything further from us please do let us know and we would be more than happy to look into this with you.

      Joe