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jbtm
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Frequent disconnections

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)

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-tony-
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Alessandro Volta
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Re: Frequent disconnections

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

____________________

Tony.
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jbtm
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Re: Frequent disconnections

I dont have anything like that pre login screen. 

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-tony-
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Re: Frequent disconnections


@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

____________________

Tony.
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jbtm
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Re: Frequent disconnections

Upstream bonded channels

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

13940000039512064 qam4
24620000039.5512064 qam3
35370000039.8512064 qam2
46030000040.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Downstream bonded channels

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

1267000000436256 qam17
21390000009.336256 qam1
31470000008.636256 qam2
4155000000837256 qam3
51630000007.537256 qam4
61710000007.537256 qam5
7179000000737256 qam6
8187000000736256 qam7
91950000006.136256 qam8
102030000005.436256 qam9
112110000005.536256 qam10
12219000000536256 qam11
132270000005.136256 qam12
142350000004.536256 qam13
152430000004.636256 qam14
162510000004.536256 qam15
172590000004.436256 qam16
18275000000436256 qam18
192830000003.936256 qam19
20291000000436256 qam20
212990000003.936256 qam21
223070000003.736256 qam22
233150000003.236256 qam23
24323000000336256 qam24



Downstream bonded channels

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

1Locked36.39456338
2Locked36.63078611618
3Locked36.63019981287
4Locked37.31358621069
5Locked37.3119226949
6Locked37.336251696
7Locked37.337644626
8Locked36.356879468
9Locked36.618845359
10Locked36.619196393
11Locked36.324656420
12Locked36.625020492
13Locked36.346474502
14Locked36.614004375
15Locked36.69939379
16Locked36.66409445
17Locked36.616880375
18Locked36.64367357
19Locked36.61819352
20Locked36.61679437
21Locked36.310472372
22Locked36.61660342
23Locked36.61952352
24Locked36.31293377
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Corey_C
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Re: Frequent disconnections

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

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jbtm
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Re: Frequent disconnections

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

 

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Corey_C
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Message 8 of 38
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Re: Frequent disconnections

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

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Corey_C
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Message 9 of 38
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Re: Frequent disconnections

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

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jbtm
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Message 10 of 38
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Re: Frequent disconnections

When I log in it says...

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

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