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Connection dropping out constantly

Nigel1971
Superfast

What is going this past few days? The connection is dropping out every 1-2 hrs, I’m on my 10th one of the day already 😡😡

Before you ask all the checks have been done and happens on both Wi-Fi and Ethernet.

Still no logs data showing in the Hub 4.

——————————————— My Broadband Ping - Virgin 500mb Home Connection
1 ACCEPTED SOLUTION

Accepted Solutions

Thanks for replying on this forum @Nigel1971. 🙂

I'm sorry to hear about the drops you are having with the connection. 😞
Are you able to reset the Virgin Media hub on your end through a hard reset?
I've had a look on my end and I can't see any issues affecting the service from my diagnostics.
Let us know.

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


See where this Helpful Answer was posted

12 REPLIES 12

Nigel1971
Superfast

3.0 Downstream channels

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

202910000003.29999934.345688QAM25620
11390000005.00000035.083549QAM2561
21470000004.59999835.083549QAM2562
31550000004.40000234.925610QAM2563
41630000004.09999834.483570QAM2564
51710000003.90000234.483570QAM2565
61790000003.59999833.956509QAM2566
71870000003.50000033.956509QAM2567
81950000003.40000233.834164QAM2568
92030000003.29999933.956509QAM2569
102110000003.40000234.345688QAM25610
112190000003.40000234.345688QAM25611
122270000003.40000234.345688QAM25612
132350000003.29999933.956509QAM25613
142430000003.29999933.834164QAM25614
152510000003.09999833.834164QAM25615
162590000003.70000133.834164QAM25616
172670000003.70000134.345688QAM25617
182750000003.09999834.345688QAM25618
192830000003.00000034.483570QAM25619
212990000003.70000134.483570QAM25621
223070000003.79999934.345688QAM25622
233150000003.79999934.345688QAM25623
243230000003.70000134.483570QAM25624
253310000003.70000134.925610QAM25625
263390000003.90000235.083549QAM25626
273470000003.90000234.925610QAM25627
283550000003.90000235.083549QAM25628
293630000004.09999835.083549QAM25629
303710000004.09999835.083549QAM25630
313790000004.00000035.083549QAM25631



3.0 Downstream channels

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

20Locked34.345688360
1Locked35.08354920
2Locked35.08354940
3Locked34.925610160
4Locked34.483570340
5Locked34.483570450
6Locked33.9565091810
7Locked33.9565093600
8Locked33.8341641990
9Locked33.9565091390
10Locked34.3456881030
11Locked34.345688770
12Locked34.345688800
13Locked33.9565091870
14Locked33.8341641130
15Locked33.8341642570
16Locked33.8341642780
17Locked34.345688550
18Locked34.345688980
19Locked34.483570730
21Locked34.483570470
22Locked34.345688620
23Locked34.345688670
24Locked34.483570350
25Locked34.925610110
26Locked35.08354950
27Locked34.92561050
28Locked35.08354930
29Locked35.083549100
30Locked35.08354940
31Locked35.08354940

 

——————————————— My Broadband Ping - Virgin 500mb Home Connection

3.1 Downstream channels

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

159964K1880QAM2048759

 

3.1 Downstream channels

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

159Locked344.9544431000

 

3.0 Upstream channels

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

12360000038.0205995120 KSym/sec64QAM13
23010000039.0205995120 KSym/sec64QAM12
33660000039.5205995120 KSym/sec64QAM11
44310000039.5205995120 KSym/sec64QAM10
54960000040.0205995120 KSym/sec64QAM9

 

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
5US_TYPE_STDMA0000

 

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
1410.040.22KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
14OFDMA20053.900
——————————————— My Broadband Ping - Virgin 500mb Home Connection

Hi there @Nigel1971 

 

Thank you so much for your post and welcome back to the community forums. 

 

I am so sorry to hear that you have been facing these issues with your connection.  I can see there were some disconnections around Thursday but how have things been since your last post?

 

Thanks again

A bit better and no drops so far The SNR is a bit up n down though.

——————————————— My Broadband Ping - Virgin 500mb Home Connection

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hey Nigel1971, thanks so much for this reply.

We're glad to see there has been some improvement, have you tried a reboot lately to see if this helps and how are things looking since your last post?

Please, let us know in case you still need some help.

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hanging and another dropout again today, I’m not sure if this is a fault somewhere but the hub failed to reconnect me. Had to turn it off and on to get me back online.

My power db level is showing 38db on most channels, is this in normal spec range or a bit low?

The hub was flashing a blue light.

——————————————— My Broadband Ping - Virgin 500mb Home Connection

Hi @Nigel1971 

Thank you for the update. I have run tests on your service and I can see everything is fine with your hub data. Are you able to let me know if you have had any dropouts since the last posting? The following link can help with hub lights https://virg.in/ConnectHelp

Thanks,

Akua_A
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


No dropouts but loading things can delay longer than normal, yet again my BQM is Red and the errors in the router log are all 0

Think your software update last week has messed up

——————————————— My Broadband Ping - Virgin 500mb Home Connection

Hi Nigel1871,

Thank you for letting us know. It is something that we've fed back and we're looking into actively. If we do receive any updates on this, we will let you know.

Apologies for the inconvenience caused in the meantime

Beth