Broadband dropping out at random times

[richieb41]

I had issues with my VPN dropping out about eight or nine months ago, but the problem mysteriously cleared and it's been fine until yesterday.

The VPN and broadband drops out, not for long (maybe 30 secs to 1 minute). Yesterday it did it half a dozen times. 

I'm using a Hub 3 on wifi, and have made absolutely no changes to any setup recently.

Of course when i ring VM, the problem is not there as it just happens at random times.

Any ideas anyone ?

[Beth_G]

Hi Richieb41

Thanks for your post. Sorry to hear you've been experiencing some drops in your connection recently.

We've had a look from this side and can see a couple of disconnections logged yesterday and one so far today.

I've checked your signal levels and all showing OK from here. All looks normal.

How many times has your connection dropped today for you? Have things gotten worse or better for you over the weekend?

[richieb41]

Hi Forum Team,

i now have a new Hub 5, but noticing a whole host of errors in the network log, so many that i can't see further back than about 10 hours. Is there a problem here with my new hub ?

Examples of the errors which just repeat regularly are below

30-12-2023 09:37:09

warning

DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**.**.**.**.**;CMTS-MAC=**.**.**.**.**;CM-QOS=1.1;CM-VER=3.1;

30-12-2023 09:37:09

notice

US profile assignment change. US Chan ID: 14; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**.**.**.**.**;CMTS-MAC=0**.**.**.**.**;CM-QOS=1.1;CM-VER=3.1;

[Joseph_B]

Hey @richieb41,

Thanks for getting back to us, with looking into our systems, we can see a few drop outs since your last post but nothing we would show as an issue, can you confirm if you have performed a full reboot of the new Hub since noticing these issues? If not we would advise doing so.

Joe

[WorstISP]

Hi Richie,

You're best off opening a complaint right now: https://www.virginmedia.com/help/complaints

Virgin Media are quite slow and useless with support, but will prioritise issues that get to the ombudsman stage (You will be able to escalate to the ombudsman 8 weeks from complaining, when Virgin will not have resolved the issue).

Intermittent issues are a pox to deal with because they require half a brain to investigate, which is more than the usual "restart / replace the hub, turn it off and on again" that Virgin will run through 50 times.

[richieb41]

Yes, i've completed a full re-boot a couple of times.
Would appreciate if you can monitor it. Think it was Saturday when i re-booted it.

[Beth_G]

Hi richieb41

Thanks for letting us know.

We've just checked the logs again and we can only see one disconnection this week and that was on Monday evening, so we do hope things have been OK at your end too.

Let us know if you have any more trouble 😊