Frequent disconnections

[jbtm]

Hi folks

Recently got my internet (Jan 2021) and was perfect for the first 6 months. The last 2-3 weeks I've started getting common disconnections randomly throughout the day. 

To clarify, this is dropout between the Virgin router and the internet. Everything internal works absolutely fine. Everything on service status (https://my.virginmedia.com/faults/service-status) says internet is fine, even when its down. 

I set up thinkbroadband a few days back to start trying to capture the issue. 

Live Link https://www.thinkbroadband.com/broadband/monitoring/quality/share/48764722776f1ef2ba2153f867f6366d21... 

Today (26 07 21) https://www.thinkbroadband.com/broadband/monitoring/quality/share/e39bd119f9c35475a49acf568252b3dc5d...

Any help or pointers appreciated. 

I've tried the usual suspects (checking cables, restarting hub etc)

[-tony-]

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

[jbtm]

I dont have anything like that pre login screen. 

[-tony-]

---

@jbtm wrote:

I dont have anything like that pre login screen. 

---

what hub do you have - its there - not obvious sometimes - have you ever logged into the hub - if not then log in and the levels are there also

[jbtm]

Upstream bonded channels

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

1	39400000	39	5120	64 qam	4
2	46200000	39.5	5120	64 qam	3
3	53700000	39.8	5120	64 qam	2
4	60300000	40.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	267000000	4	36	256 qam	17
2	139000000	9.3	36	256 qam	1
3	147000000	8.6	36	256 qam	2
4	155000000	8	37	256 qam	3
5	163000000	7.5	37	256 qam	4
6	171000000	7.5	37	256 qam	5
7	179000000	7	37	256 qam	6
8	187000000	7	36	256 qam	7
9	195000000	6.1	36	256 qam	8
10	203000000	5.4	36	256 qam	9
11	211000000	5.5	36	256 qam	10
12	219000000	5	36	256 qam	11
13	227000000	5.1	36	256 qam	12
14	235000000	4.5	36	256 qam	13
15	243000000	4.6	36	256 qam	14
16	251000000	4.5	36	256 qam	15
17	259000000	4.4	36	256 qam	16
18	275000000	4	36	256 qam	18
19	283000000	3.9	36	256 qam	19
20	291000000	4	36	256 qam	20
21	299000000	3.9	36	256 qam	21
22	307000000	3.7	36	256 qam	22
23	315000000	3.2	36	256 qam	23
24	323000000	3	36	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	36.3	9456	338
2	Locked	36.6	307861	1618
3	Locked	36.6	301998	1287
4	Locked	37.3	135862	1069
5	Locked	37.3	119226	949
6	Locked	37.3	36251	696
7	Locked	37.3	37644	626
8	Locked	36.3	56879	468
9	Locked	36.6	18845	359
10	Locked	36.6	19196	393
11	Locked	36.3	24656	420
12	Locked	36.6	25020	492
13	Locked	36.3	46474	502
14	Locked	36.6	14004	375
15	Locked	36.6	9939	379
16	Locked	36.6	6409	445
17	Locked	36.6	16880	375
18	Locked	36.6	4367	357
19	Locked	36.6	1819	352
20	Locked	36.6	1679	437
21	Locked	36.3	10472	372
22	Locked	36.6	1660	342
23	Locked	36.6	1952	352
24	Locked	36.3	1293	377

[Corey_C]

Thanks for your post and welcome to the Community Forums, jbtm,

Sorry to hear that you have been having connection issues. How has things been since your post?
We can also provide online broadband help here: https://www.virginmedia.com/help/services-support/broadband
During the dropouts, is the hub showing signs of the connection drop? https://www.virginmedia.com/help/virgin-media-what-do-the-lights-on-your-hub-mean

cheers,

Corey C

[jbtm]

Corey

I had more drop outs last night, you can see on the live BQM feed.  This issue is persistant for several weeks now. 

The standard help pages are useless. The only relevant option is intermiddant connection. When I select that, it talks about WiFi. I have this issue with an ethernet cable into the router AND wireless, it's nothing to do with WiFi. 

I haven't looked at the hub when the internet has been down. If this is critical I will do it the next time it drops but this is only going to increase my time to fix for what I feel is a futile debugging step. 

Thanks

[Corey_C]

Thanks for your reply, jbtm,

Sorry that you have had more drop outs, I would agree that not very likely to be wireless. It's OK if you have not info regarding the hub's behaviour. I can also run hub diagnostics from here so I've sent you a private message to confirm your account details.

Cheers,

Corey C

[Corey_C]

Thanks for your messages and clearing data protection, jbtm,
I have set up an engineer’s visit for you which you will be able to view from your online account here.
Cheers,
Corey C

[jbtm]

When I log in it says...

"It looks like you don't have any open orders!"