Virgin Media Community

[Colinwm86]

 

So again I sign onto my ps5 to chill and play some games but no my connection is rubbish again constant freezing from I went from 350m to 1gig it’s been horrible yes the connection downloads the games fast.  But what’s the point in downloading games you can’t even play sick and tired of virgins connection.  Plugged in via Ethernet. 

[RedGooner]

There could be 3 issues affecting you.

1) SH4 in router mode. (Go modem Mode).

2) Area is too over subscibed. (only VM can fix this).

3) Power levels on the SH4 are bad. (Post your power Levels).

[Colinwm86]

3.0 Downstream channels

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

25	331000000	-0.299999	40.946209	QAM256	25
1	139000000	-1.200001	40.946209	QAM256	1
2	147000000	-1.200001	40.946209	QAM256	2
3	155000000	-1.200001	40.946209	QAM256	3
4	163000000	-1.200001	40.366287	QAM256	4
5	171000000	-1.400002	40.366287	QAM256	5
6	179000000	-1.200001	40.366287	QAM256	6
7	187000000	-1.000000	40.366287	QAM256	7
8	195000000	-1.000000	40.946209	QAM256	8
9	203000000	-1.000000	40.366287	QAM256	9
10	211000000	-0.900002	40.366287	QAM256	10
11	219000000	-1.000000	40.366287	QAM256	11
12	227000000	-1.000000	40.366287	QAM256	12
13	235000000	-0.900002	40.366287	QAM256	13
14	243000000	-1.000000	40.946209	QAM256	14
15	251000000	-0.700001	40.366287	QAM256	15
16	259000000	-0.500000	40.366287	QAM256	16
17	267000000	-0.400002	40.946209	QAM256	17
18	275000000	-0.599998	40.366287	QAM256	18
19	283000000	-1.000000	40.946209	QAM256	19
20	291000000	-1.099998	40.366287	QAM256	20
21	299000000	-0.900002	40.366287	QAM256	21
22	307000000	-0.500000	40.946209	QAM256	22
23	315000000	-0.400002	40.366287	QAM256	23
24	323000000	-0.099998	40.366287	QAM256	24
26	339000000	-0.299999	40.366287	QAM256	26
27	347000000	-0.500000	40.366287	QAM256	27
28	355000000	-0.599998	40.366287	QAM256	28
29	363000000	-0.900002	40.366287	QAM256	29
30	371000000	-1.000000	40.366287	QAM256	30
31	379000000	-0.900002	40.366287	QAM256	31

[Colinwm86]

3.0 Downstream channels

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

25	Locked	40.946209	0	0
1	Locked	40.946209	0	0
2	Locked	40.946209	0	0
3	Locked	40.946209	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.946209	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
19	Locked	40.946209	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.946209	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

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

33

96

4K

1880

QAM4096

424

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

42

-0.8

130004935

0

[Colinwm86]

3.0 Upstream channels

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

1	32600000	42.270599	5120 KSym/sec	64QAM	5
2	39400000	42.270599	5120 KSym/sec	64QAM	4
3	46200000	42.520599	5120 KSym/sec	64QAM	3
4	25800000	41.770599	5120 KSym/sec	64QAM	6

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

[Andrew-G]

At the time you posted power levels, modulation and SNR were excellent.  There's no errors showing, which could be because you'd just restarted the hub, or because of one of a number of known bugs with the Hub 4 firmware.  Either way, there's nothing in the hub stats that explains the patchy connection you describe, and that is visible in the BQM.  I'll mark this for form staff to take a look and advise - they can see more in the way of hub diagnostics than you or I can (assuming the hub is actually keeping track, given the firmware bugs).

If the response is "looks good from our side" you'll need to be persistent to get it resolved - the fault you describe and BQM show there is a problem, but VM staff have to follow certain protocols before they can book a technician (added to which, intermittent faults can be very difficult to identify and resolve, so any field technician needs to have a good idea of what they're looking for).

[Colinwm86]

These where copied this morning and the connection was bad yesterday.  As for testing I’m at work now so I wouldn’t even know if it’s still playing up.  

I also restarted the hub yesterday 3 times even leaving it for 10 mins before turning it back on and still had the same problems.  

[Paulina_Z]

Hi @Colinwm86,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're experiencing some ongoing connection issues when playing games!

I was able to locate your account through the forum details that you have provided and run some further checks.

I can see that your current power levels are not showing any issues at the moment, and are all looking good from our end. 

However, I can see that your current 2.4 and 5.0 band names are not showing as the same. This could be the cause of some potential connection issues. I would advise you complete a Pin-Hole reset on your Hub and monitor your connection for the next 24 hours. 

Please let us know how you're getting on so we can help further if needed.

Thanks! 🙂 

[Andrew-G]

Wifi isn't the problem - the BQM shows issues between the router and VM's network.

[hortonj88]

"2) Area is too over subscibed. (only VM can fix this)."

And these can take months, even years before they fix them.

And the fixes don't last long.