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Octimon1
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Message 1 of 11
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G61 issues again

Yet again I seem to be having issues with Virgin’s broadband and it seems to have been happening for the last 4 or 5 weeks at keast. Speed tests are ok but I am struggling to maintain a connection eg with internet radio dropping out every 10 minutes or so. I sometimes work from home using an rds connection to work and keep getting dropped connections sometimes resulting in lost work. I notice from the logs on the hub that I have masses of post rs errors. There is no point in me calling the call centre. Please can a mod look into this? What is going on and when will it be fixed?

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Octimon1
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Message 2 of 11
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Re: G61 issues again

Here are my downstream levels now I have access to them. I assuem this isnt normal

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

1323000000-0.937256 qam24
2139000000-1.535256 qam1
3147000000-1.535256 qam2
4155000000-1.735256 qam3
5163000000-1.735256 qam4
6171000000-1.535256 qam5
7179000000-1.436256 qam6
8187000000-1.536256 qam7
9195000000-1.436256 qam8
10203000000-1.436256 qam9
11211000000-1.736256 qam10
12219000000-1.936256 qam11
13227000000-2.236256 qam12
14235000000-2.736256 qam13
15243000000-3.236256 qam14
16251000000-336256 qam15
17259000000-2.536256 qam16
18267000000-2.736256 qam17
19275000000-2.736256 qam18
20283000000-1.736256 qam19
21291000000-1.236256 qam20
22299000000-1.236256 qam21
23307000000-137256 qam22
24315000000-137256 qam23

 

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

1Locked37.38375687
2Locked35.717094379
3Locked35.719894009
4Locked35.724993891
5Locked35.714284290
6Locked35.712073950
7Locked36.68983964
8Locked36.69624026
9Locked36.37304525
10Locked36.38584047
11Locked36.610124800
12Locked36.69904753
13Locked36.315854743
14Locked36.323604988
15Locked36.324975038
16Locked36.315224716
17Locked36.311874807
18Locked36.612905227
19Locked36.613015333
20Locked36.39065038
21Locked36.68784992
22Locked36.38005942
23Locked37.37575953
24Locked37.37726456

 

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Message 3 of 11
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Re: G61 issues again

Hi Octimon1, 

 

Thanks for your post, and sorry to hear you're having some issues with the connection.

 

I've run a health check and can see the hub hasn't been rebooted for some time, can you please do this and then I'll run the check again.

 

Many thanks,

 

Alex_Rm

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Octimon1
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Message 4 of 11
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Re: G61 issues again

Thanks. The hub had only been up for about 14 days. Now rebooted. Problems started mid September when we had problems with the connection dropping. The logs showed tens of thousands of post rs errors. I rebooted the hub and it was ok for a few days and then the errors started to creep up. Rebooted it again and it was ok for a few days then the errors started to creep up etc etc. I rebooted a couple of weeks ago and it had been better but noticed last Tuesday & Thursday that the connection kept dropping again - both internet radio and rds connection to work dropped several times. 

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Message 5 of 11
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Re: G61 issues again

Hi Octimon1

Thanks for posting on our forum.

I am really sorry you're having issues with the internet service being intermittent. I can confirm there are no faults in your area.  

When your connection is dropping, do you know if the internet signal is dropping to your property or if it's impacting your wireless connection only?  There are so many factors when it come to internet access especially WiFi, you can try to use our connect app this will allow you to do a full check and will resolve most WiFi issues, it can also run black spot checks and help you order boosters if needed, you can find out more here .

There are also some good hints and tips around WiFi here  .  There are also some good hints and tips around internet here

Please keep us posted to how this is going and we'll investigate it further.  

Regards

Lee_R

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Octimon1
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Message 6 of 11
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Re: G61 issues again

Hi Lee_R

This is not a wifi issue as the PC I work from and the radio streamer are wired. My work IT department advise me that it is a latency issue at this end which is affecting the RDS connection. This seems to be backed up by the fact that both my work rds connection and the radio go down at the same time. I am working from home today and since rebooting last night the connection has (so far) been OK thius morning but as per my previous post it has been OK for a few days after a reboot but then the problem starts happening again and I notice that the Post RS errors start to creep up.

Cheers

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Message 7 of 11
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Re: G61 issues again

Thanks for getting back to me Octimon1

 

Can I also ask you to confirm if your wired connection is with the ethernet cable plugged in to our hub or a 3rd party router?  I ask this because the settings suggest that you're using the Hub as a modem only. 

 

Regards

 

Lee_R

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Octimon1
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Message 8 of 11
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Re: G61 issues again

Yes hub is in modem mode connected to an Asus router. PC and streamer wired to router

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Message 9 of 11
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Re: G61 issues again

Thanks, the stats you sent are from the asus router you are using, is that correct?

 

Thanks Joe_F

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Octimon1
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Message 10 of 11
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Re: G61 issues again

No, those stats were from the hub

Cheers

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