Virgin Media Community

[Nigel1971]

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.

[Nigel1971]

3.0 Downstream channels

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

20	291000000	3.299999	34.345688	QAM256	20
1	139000000	5.000000	35.083549	QAM256	1
2	147000000	4.599998	35.083549	QAM256	2
3	155000000	4.400002	34.925610	QAM256	3
4	163000000	4.099998	34.483570	QAM256	4
5	171000000	3.900002	34.483570	QAM256	5
6	179000000	3.599998	33.956509	QAM256	6
7	187000000	3.500000	33.956509	QAM256	7
8	195000000	3.400002	33.834164	QAM256	8
9	203000000	3.299999	33.956509	QAM256	9
10	211000000	3.400002	34.345688	QAM256	10
11	219000000	3.400002	34.345688	QAM256	11
12	227000000	3.400002	34.345688	QAM256	12
13	235000000	3.299999	33.956509	QAM256	13
14	243000000	3.299999	33.834164	QAM256	14
15	251000000	3.099998	33.834164	QAM256	15
16	259000000	3.700001	33.834164	QAM256	16
17	267000000	3.700001	34.345688	QAM256	17
18	275000000	3.099998	34.345688	QAM256	18
19	283000000	3.000000	34.483570	QAM256	19
21	299000000	3.700001	34.483570	QAM256	21
22	307000000	3.799999	34.345688	QAM256	22
23	315000000	3.799999	34.345688	QAM256	23
24	323000000	3.700001	34.483570	QAM256	24
25	331000000	3.700001	34.925610	QAM256	25
26	339000000	3.900002	35.083549	QAM256	26
27	347000000	3.900002	34.925610	QAM256	27
28	355000000	3.900002	35.083549	QAM256	28
29	363000000	4.099998	35.083549	QAM256	29
30	371000000	4.099998	35.083549	QAM256	30
31	379000000	4.000000	35.083549	QAM256	31

3.0 Downstream channels

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

20	Locked	34.345688	36	0
1	Locked	35.083549	2	0
2	Locked	35.083549	4	0
3	Locked	34.925610	16	0
4	Locked	34.483570	34	0
5	Locked	34.483570	45	0
6	Locked	33.956509	181	0
7	Locked	33.956509	360	0
8	Locked	33.834164	199	0
9	Locked	33.956509	139	0
10	Locked	34.345688	103	0
11	Locked	34.345688	77	0
12	Locked	34.345688	80	0
13	Locked	33.956509	187	0
14	Locked	33.834164	113	0
15	Locked	33.834164	257	0
16	Locked	33.834164	278	0
17	Locked	34.345688	55	0
18	Locked	34.345688	98	0
19	Locked	34.483570	73	0
21	Locked	34.483570	47	0
22	Locked	34.345688	62	0
23	Locked	34.345688	67	0
24	Locked	34.483570	35	0
25	Locked	34.925610	11	0
26	Locked	35.083549	5	0
27	Locked	34.925610	5	0
28	Locked	35.083549	3	0
29	Locked	35.083549	10	0
30	Locked	35.083549	4	0
31	Locked	35.083549	4	0

[Nigel1971]

3.1 Downstream channels

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

159

96

4K

1880

QAM2048

759

3.1 Downstream channels

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

159

Locked

34

4.9

54443100

0

3.0 Upstream channels

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

1	23600000	38.020599	5120 KSym/sec	64QAM	13
2	30100000	39.020599	5120 KSym/sec	64QAM	12
3	36600000	39.520599	5120 KSym/sec	64QAM	11
4	43100000	39.520599	5120 KSym/sec	64QAM	10
5	49600000	40.020599	5120 KSym/sec	64QAM	9

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
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

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

14

10.0

40.2

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

53.9

0

0

[Ashleigh_C]

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

[Nigel1971]

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

[Adri_G]

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.

[Nigel1971]

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.

[Akua_A]

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,

[Nigel1971]

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

[Beth_G]

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