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Adamprice1893
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1GB connection drops

Hi all, 

 

Since upgrading from 400mb to 1gb I find I am having to reboot my router at least once a day to restore connection to all devices. 

Mobile wifi and laptop will just show no connection  

My desktop which is plugged via ethernet all drop.

I am also finding through out the day my connection will kick me out of things briefly gaming or when I'm using vpn  can be on my desktop or laptop when this happens I can simply reconnect but it's starting to bug me now.

Just to note the speeds are fantastic my problem is just the disconnects and connection drop.

 

If any one from support could have a look that would be great

 

Thanks

Adam

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Adamprice1893
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Re: 1GB connection drops

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 7.500000 38.983261 QAM256 25
1 139000000 4.900002 37.355988 QAM256 1
2 147000000 5.199997 37.355988 QAM256 2
3 155000000 5.199997 37.355988 QAM256 3
4 163000000 4.300003 37.636276 QAM256 4
5 171000000 4.400002 38.605377 QAM256 5
6 179000000 5.500000 38.983261 QAM256 6
7 187000000 6.199997 38.983261 QAM256 7
8 195000000 6.900002 38.605377 QAM256 8
9 203000000 7.000000 38.605377 QAM256 9
10 211000000 7.300003 38.983261 QAM256 10
11 219000000 7.300003 38.983261 QAM256 11
12 227000000 7.199997 38.983261 QAM256 12
13 235000000 7.199997 38.983261 QAM256 13
14 243000000 7.400002 38.983261 QAM256 14
15 251000000 7.300003 38.605377 QAM256 15
16 259000000 7.699997 38.605377 QAM256 16
17 267000000 7.800003 38.605377 QAM256 17
18 275000000 8.300003 38.605377 QAM256 18
19 283000000 7.599998 38.605377 QAM256 19
20 291000000 7.699997 38.605377 QAM256 20
21 299000000 7.099998 38.605377 QAM256 21
22 307000000 6.699997 38.605377 QAM256 22
23 315000000 6.900002 38.983261 QAM256 23
24 323000000 7.099998 38.605377 QAM256 24
26 339000000 7.199997 38.605377 QAM256 26
27 347000000 6.800003 37.636276 QAM256 27
28 355000000 6.599998 37.636276 QAM256 28
29 363000000 5.900002 37.636276 QAM256 29
30 371000000 5.699997 37.355988 QAM256 30
31 379000000 5.099998 37.636276 QAM256 31


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 0 44732 0
1 Locked 404221 165604 13315
2 Locked 392613 115408 2354
3 Locked 229811 118947 1676
4 Locked 254061 129544 4848
5 Locked 366311 97808 0
6 Locked 381224 85267 0
7 Locked 249112 72960 0
8 Locked 279139 68520 0
9 Locked 289769 64796 0
10 Locked 277053 53636 0
11 Locked 174344 51598 0
12 Locked 153568 52516 0
13 Locked 277811 57066 0
14 Locked 291567 51063 0
15 Locked 168371 51623 0
16 Locked 74215 46682 0
17 Locked 72204 40504 0
18 Locked 71660 42104 0
19 Locked 56279 40070 0
20 Locked 63372 35003 0
21 Locked 72790 33119 0
22 Locked 64636 42074 0
23 Locked 67362 45101 0
24 Locked 98903 42694 0
26 Locked 101406 50490 0
27 Locked 75241 66234 0
28 Locked 68834 79356 0
29 Locked 80650 91349 0
30 Locked 88475 101135 0
31 Locked 346772476 100630 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 8.3 59089536 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 42.020599 5120 KSym/sec 64QAM 5
2 39400000 41.770599 5120 KSym/sec 64QAM 4
3 46200000 41.770599 5120 KSym/sec 64QAM 3
4 53700000 41.270599 5120 KSym/sec 64QAM 2


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0
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Chris_W1
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Re: 1GB connection drops

Hi Adamprice1893, thanks for the message, we will send you a private message to get this looked into further for you. Chris 

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Adamprice1893
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Re: 1GB connection drops

Hi Folks,

 

sorry to bring this old thread back up but i seem to have got my self in a pickle 🙂

so i was getting a replacement hub sent out to try and fix my problems and it arrived a couple of hours ago and straight away i noticed it was a hub 3 which i currently have a hub 4 - any way i decided to try using it as i thought maybe i have been moved by to my original plan to fix my problems.

now i don't seem to be able to get internet via the hub 3 or the hub 4 both hubs look like they are stuck waiting for activation and when i just looked in my account i no longer see my broadband plan 

it says this - You're not with Virgin Media anymore
If there's any information you want to grab from your account, you have 90 days from your disconnection date to do so. Please make sure you retrieve all your important emails and files before this time.

does any one have a way to actually speak to technical support as i have tried to call a few times today and it just fires a text message with a link that doesn't even work?

i feel like I'm  in the gulag with no internet 

any suggestions would be great to fix this

 

Thanks 

Adam

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MikeRobbo
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Helpful Answer

Re: 1GB connection drops

Firstly, the Hub 3 is not compatible with the 1Gbs service , so it is pointless trying to use it.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Adamprice1893
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Re: 1GB connection drops

Hi All,

did not see the point making a new post as I still have my original connection issue with this hub 4..

I have had an engineer come to my house and remove a splitter as I no longer have the tv service which I think was 4.5db anyway he added a 6 DB but that didn't sort my issues but nice chap and he didn't see no issues on his hand held tester he did mention he noticed a t3 issue then the next test he didn't see it.

so I called support Sunday who advised me they sent the signals which should fix my packet loss / connection drops couple of hours after the call I was disconnect safe to say the signals didn't sort anything out.

today I thought id get a jump on the day and was on to support at 8am, ready to ask to switch back to the hub 3 but they advised to try the hub 4 chaps so I thought id give that a shot and wait all checks out fine no problems..I'm sending the signals and can you please wait two weeks..

as the BQM link will show I had a packet spike straight after the call so its safe to say the signal has done nothing.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d4202d36649b23922381af0b86cc8781f9...

Live

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f08f93a627f0399b4979acf46ac1e35edc...

I know some people will look at the small packet loss as that's fine but its enough to disconnect me from calls or go full robot and kick me out of games and work VPN.

any way I have noticed some odd things yesterday I noticed the modulation move down to 32 on its own? I was hammering F5 refreshing the pages to look for things

15:55 26/10


3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 45.520599 5120 KSym/sec 64QAM 5
2 39400000 43.770599 5120 KSym/sec 32QAM 4
3 46200000 43.770599 5120 KSym/sec 64QAM 3
4 53700000 43.270599 5120 KSym/sec 64QAM 2

15:57 26/10
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 45.520599 5120 KSym/sec 64QAM 5
2 39400000 43.270599 5120 KSym/sec 64QAM 4
3 46200000 43.770599 5120 KSym/sec 64QAM 3
4 53700000 43.270599 5120 KSym/sec 64QAM 2

 

and this morning after the signals have been sent I can see on my downstream is wrong as well?

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM2048759

 

also just to note I have tried modem mode and I still have the same problems with the modem directly plugged into a pc and I have done it modem to router as well didn't change anything as I first thought oh maybe is like the super hub 3 problem a few years ago.

connections are secure as well so does any one have any suggestions looking at the modulations moving around or what I should do next? 

 

Cheers

Adam

 

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