Virgin Media Community

[Pitlanes]

Between the hours of 8pm and 11pm my connection drops to zero upload.

I am on the 1gb package with a Hub 4. Not long after installation I was visited by a technician as I had noted the issue and all the technician did was restart my hub and show me how fast the daily mail loads on his phone on my wifi.

Since then - to ensure this is not an issue my end, I have;

Placed the hub 4 in modem mode
Installed an ASUS TUF Gaming AX5400
6m Cat7 cable
TP-Link TL-SG1055 switch
3m Cat 7 cable
Gig port on PC

All brand new.

Last night while streaming - my browsers began presenting like they had no active internet connection - but I was still streaming. So my internet was working.

Here is the traceroute from that time.
any advice welcome.

[Pitlanes]

3.0 Downstream channels

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

25	331000000	5.000000	40.366287	QAM256	25
1	139000000	5.800003	40.366287	QAM256	1
2	147000000	5.699997	40.946209	QAM256	2
3	155000000	5.500000	40.366287	QAM256	3
4	163000000	5.000000	40.366287	QAM256	4
5	171000000	4.699997	40.946209	QAM256	5
6	179000000	4.599998	40.946209	QAM256	6
7	187000000	4.800003	40.366287	QAM256	7
8	195000000	4.900002	40.946209	QAM256	8
9	203000000	5.000000	40.946209	QAM256	9
10	211000000	5.099998	40.366287	QAM256	10
11	219000000	5.199997	40.946209	QAM256	11
12	227000000	5.500000	40.946209	QAM256	12
13	235000000	5.800003	40.366287	QAM256	13
14	243000000	5.699997	40.366287	QAM256	14
15	251000000	5.800003	40.946209	QAM256	15
16	259000000	5.599998	40.366287	QAM256	16
17	267000000	5.699997	40.946209	QAM256	17
18	275000000	5.900002	40.946209	QAM256	18
19	283000000	5.599998	40.946209	QAM256	19
20	291000000	5.699997	40.946209	QAM256	20
21	299000000	5.900002	40.366287	QAM256	21
22	307000000	5.900002	40.946209	QAM256	22
23	315000000	5.599998	40.946209	QAM256	23
24	323000000	5.000000	40.366287	QAM256	24
26	339000000	5.199997	40.946209	QAM256	26
27	347000000	5.099998	40.946209	QAM256	27
28	355000000	5.300003	40.366287	QAM256	28
29	363000000	5.300003	40.366287	QAM256	29
30	371000000	5.099998	40.366287	QAM256	30
31	379000000	5.000000	40.946209	QAM256	31

3.0 Downstream channels

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

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

3.1 Downstream channels

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

37

96

4K

1880

QAM4096

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

37

Locked

44

3.9

129561117

0

[Pitlanes]

3.0 Upstream channels

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

1	25800000	43.020599	5120 KSym/sec	64QAM	4
2	46200000	44.020599	5120 KSym/sec	64QAM	1
3	39400000	44.020599	5120 KSym/sec	64QAM	2
4	32600000	43.520599	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[Akua_A]

Hi @Pitlanes,

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been having issues with your service speeds. We can understand this is not ideal and we want to best help. I am unable to locate your service on our systems. Does service only drop between 8 pm-11 pm? Have you been in contact with our team regarding this since the technician's visit? If so, what was discussed?

Thanks,

[Pitlanes]

Hi there. Yes. Only between those times I specifically notice the upload drops to zero.

Honestly, only via twitter, whom directed me here. I was genuinely really not happy with the technician that came before.

Given I've replaced all the hardware my side I'm convinced it's a service problem.

Us there a way for me to help you find my service?

[Gareth_L]

Hi Pitlanes,

Can I please ask if you are able to see if this happens with no 3rd party equipment attached.

I will send you a private message as well to obtain account details.

If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L

[Pitlanes]

I have replied to the private message.

The third party equipment was added to remove the hub as much as possible because, if anything, the issue is worse with just the Hub 4. So now it's in modem mode.

The issue is not reliably repeatable.

But randomly and intermittently between 8pm-11pm ish most evenings upload will drop to zero. Download remains generally 800+. 

[Matthew_ML]

Hey Pitlanes thank you for reaching out. I will let the agent know you have replied to his PM.

Kind regards

[legacy1]

Is QoS/BWM enabled on your router?

You will need to connect only a PC to the hub in modem mode which to allow a new a new MAC power off hub for two mins or if you know how copy your router WAN MAC (not hub) to your PC NIC then test speed.