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av47ar
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Connection dropping

Evening all, 

Since 04/06 my connection has been dropped several times a day. Some periods have been up to an hour some for a few minutes. While playing online I have some severe lag spikes and high ping either causing me to get kicked from the server or to totally loose connection to steam/EA.

I called on the 11/06 while this was happening and an automated message stated there was a fault in our area. A few dozen people over the past week have also discussed this on a local FB group. I spoke with tech support and she advised an engineer was on the way to look at this (as had been the case each time a fault was recognised on the service status page) Saturday/sunday the connection wasn't to bad at all but today the issues were all to similar. 

I spoke with a tech in the uk earlier and have done a pin hole reset as requested. HE said there were no engineering notes to give an idea if they have found/working on resolving the issue.

Any suggestions are welcome. I do not believe this is an issue within my home due to others in my area having the same problems.

todays snapshot BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f8ae7268e931852f6a5e074ee2288b733a...

live graph

https://www.thinkbroadband.com/broadband/monitoring/quality/share/955e2f6613201774babe2dd6be3c8e4f53e65ca4

 

DOWNSTREAM

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-3.05-3.38-3.34-3.42-3.46-3.31-3.69-3.80
RxMER (dB)37.3637.0937.0935.9737.6438.2638.2637.94
Pre RS Errors12031619306912279319279296
Post RS Errors289300303310276318

279

294

 

upstream

Upstream  US-1 US-2 US-3 US-4

Channel TypeN/A2.0N/AN/A
Channel IDN/A1N/AN/A
Frequency (Hz)N/A60300000N/AN/A
Ranging StatusOtherSuccessOtherOther
ModulationN/A64QAMN/AN/A
Symbol Rate (Sym/sec)N/A5120000N/AN/A
Mini-Slot SizeN/A4N/AN/A
Power Level (dBmV)N/A57.00N/AN/A
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts000

0

 

Network Log

First TimeLast TimePriorityError NumberDescription
14/06/2021 18:34:20 GMT14/06/2021 18:34:20 GMTWarning (5)66050310Auth Success - Web login successful.
14/06/2021 18:33:56 GMT14/06/2021 18:33:56 GMTWarning (5)90000200CSRF Detect - Expired Content Submitted ; LAN Interface
14/06/2021 18:33:44 GMT14/06/2021 18:33:44 GMTError (4)68010302DHCP WAN IP - xx.xxx.xxx.xxx
14/06/2021 18:32:46 GMT14/06/2021 18:32:46 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
14/06/2021 18:29:39 GMT14/06/2021 18:29:39 GMTError (4)68010302DHCP WAN IP - xx.xxx.xxx.xxx
14/06/2021 18:28:50 GMT14/06/2021 18:28:50 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
14/06/2021 18:27:09 GMT14/06/2021 18:27:09 GMTWarning (5)66050310Auth Success - Web login successful.
14/06/2021 18:25:17 GMT14/06/2021 18:25:17 GMTWarning (5)66050300Auth Fail - Web login failed.
14/06/2021 18:17:43 GMT14/06/2021 18:17:43 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/06/2021 18:17:42 GMT14/06/2021 18:17:42 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/06/2021 17:44:05 GMT14/06/2021 17:44:05 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/06/2021 17:44:04 GMT14/06/2021 17:44:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/06/2021 17:44:02 GMT14/06/2021 17:44:02 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/06/2021 17:44:01 GMT14/06/2021 17:44:01 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/06/2021 17:43:20 GMT14/06/2021 17:43:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/06/2021 17:42:59 GMT14/06/2021 17:42:59 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/06/2021 17:42:58 GMT14/06/2021 17:42:58 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/06/2021 17:42:57 GMT14/06/2021 17:42:57 GMTCritical (3)82000200No Ranging Response received - T3 time-out
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Andrew-G
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Message 2 of 11
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Re: Connection dropping

Looks like a severe upstream noise issue, as you've only got one U/S channel, and that's maxed out at a very high 57 dBmV.  I'll flag for the forum staff to advise, chances are it will need a technician to fix, and they can book that for you.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Zach_R
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Message 3 of 11
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Re: Connection dropping

Hi @av47ar,

Thank you for your post, and welcome to our community forums. We're here to help.

I'm very sorry to hear that you've been facing these issues with your broadband services and router recently. I'm going to send you a private message in a few moments so we can take a few more details and investigate this further for you. Please respond to this at your earliest convenience and we can go from there.

Thanks,
 



Zach - Forum Team


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av47ar
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Message 4 of 11
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Re: Connection dropping

Thanks for the input Andrew

Zach has had a look into my account but can't find anything wrong with the line. The connection has been on and off all afternoon. Pointless even trying to use it at.

f1dda38acca7d685b01d08983d411059a6a94487-15-06-2021.png

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f1dda38acca7d685b01d08983d411059a6a94487-15-06-2021

this is my BQM from this afternoon. It's not an issue within my house but for the whole postcode area of WV10. All I want is for someone to take ownership of this and have it investigated as the issue has been ongoing since 04/06 

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Akua_A
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Message 5 of 11
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Re: Connection dropping

Thank you for update @av47ar

 

We can understand the inconvenience and frustration caused by this ongoing issue. 

 

I have had further look into your account and can see there is currently a local issue in the area. Network issues might be affecting TV and broadband services at the moment.

 

Our engineers are currently working to resolve this. The current estimated fixt time for this is 15 JUN 2021 18:30.

 

If the issue persists after this, please let us know and we will do our best to help.

 

Thanks,

Akua_A
Forum Team



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av47ar
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Message 6 of 11
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Re: Connection dropping

That's the same line I've read/been told since 04/06 and no one is yet to fix it properly. 

can you not escalate it further for a proper investigation?

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Paulina_Z
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Message 7 of 11
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Re: Connection dropping

Hi @av47ar,

 

Thank you for reaching out to us again. 

 

By viewing your account I can see that the area fault has now been resolved and that you have recently rebooted your Hub.

 

However, I can also see that your WiFi bands are both switched off. Would you like me to switch them back on, or is there a purpose for them being turned off?

 

Please let me know so I can action this for you. 

 

I would advise waiting 24 hours before running further tests and checking your power levels, as it is quite soon after the area fault.

 

If you're still experiencing the same issues after the next 24 hours, we'll be more than happy to look into this further for your and send out a technician to you if needed.

 

Thanks! 🙂

 

Paulina_Z
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av47ar
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Message 8 of 11
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Re: Connection dropping

"By viewing your account I can see that the area fault has now been resolved and that you have recently rebooted your Hub."

There has been an area fault intermittently for weeks, this is what I've been saying in most replies but no one wants to take ownership of it. I can take bets on the same thing happening tomorrow around the same times. So being able to wait a suitable amount of time is becoming tedious. 

wifi: No thank you, I use a 3rd party mesh wifi and have the pc connected via ethernet to the hub so do not require it turning on.

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Laurie_C
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Message 9 of 11
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Re: Connection dropping

Hi av47ar,

 

I'm afraid that I can't see any issues in your area, and all of your Hub levels currently look within specification, so I wouldn't be able to raise this as a fault. Please let me know if this issue occurs again, and I can reach out to the manager in your area for an update.

 

Kind regards,

Laurie

Laurie_C
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av47ar
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Message 10 of 11
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Re: Connection dropping

How can this not be seen as a fault when the bqm shows several periods of unstable connection, I'm telling you this has been happening since the start of the month, there's a constant fault in the equipment that serves my area.

The modem looks "fine" when you checked it because the connections working currently but for how long. 

What does it take for a customer to tell you there's a problem for virgin media to actually take responsibility. 

Id say I'm shocked but some how I'm really not.

Don't worry about any further assistance because I'll take this forward as a complaint as I was given your complaints procedure earlier on twitter. Hopefully when I come to view it the connection is working. I will however post further daily bqm's here so there's evidence of the issue going forward. 

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