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Hambeard
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Connection hangs intermittently

Hi all,

I have recently started experiencing network-wide "freezes" in the last few weeks. The issue is characterized by all devices on the network remaining connected to Wi-Fi but being unable to connect to any websites or services for a period of 15-20 seconds, after which, the connection returns. The issue occurs on average 1-2 times per day.

  • If on a video call, all video and audio freezes for a short period before reconnecting
  • If playing an online game it will typically drop me from the game but keep me connected to voice services such as Discord (however during the time of the error, I am unable to hear others or transmit audio)

This occurred initially whilst using the Superhub 3 in Modem mode with an ASUS AiMesh network attached. At the request of Virgin support, I have disconnected all third-party equipment and am now using only the Superhub 3, unfortunately, the problems are worse now.

Virgin support have so far suggested disconnecting any third-party equipment, which I have done. On the most recent occurrence of the issue, Virgin support have now suggested to me that I cannot expect a stable connection when I have more than 4-5 devices connected to network at any time,.

Given that I have not been able to get a sensible answer out of them I was hoping someone on the forum might be able to help. Logs and settings posted below. Thanks in advance!

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Hambeard
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Re: Connection hangs intermittently

Downstream bonded channels

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

13230000004.140256 qam24
21390000003.938256 qam1
31470000003.938256 qam2
41550000003.938256 qam3
5163000000438256 qam4
6171000000438256 qam5
7179000000438256 qam6
81870000004.138256 qam7
9195000000440256 qam8
10203000000440256 qam9
112110000003.740256 qam10
122190000003.540256 qam11
132270000003.538256 qam12
142350000003.240256 qam13
15243000000340256 qam14
162510000003.540256 qam15
172590000003.940256 qam16
18267000000440256 qam17
192750000003.940256 qam18
202830000003.940256 qam19
21291000000438256 qam20
22299000000438256 qam21
233070000003.940256 qam22
243150000003.938256 qam23



Downstream bonded channels

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

1Locked40.3630
2Locked38.9600
3Locked38.9620
4Locked38.9300
5Locked38.9820
6Locked38.9470
7Locked38.9500
8Locked38.910313
9Locked40.3300
10Locked40.3510
11Locked40.3450
12Locked40.3220
13Locked38.9530
14Locked40.9400
15Locked40.3350
16Locked40.3470
17Locked40.3370
18Locked40.3530
19Locked40.3400
20Locked40.9630
21Locked38.9470
22Locked38.9820
23Locked40.3400
24Locked38.9440
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Hambeard
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Re: Connection hangs intermittently

Upstream bonded channels

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

13940000043.3512064 qam4
24620000043.8512064 qam3
35370000044.3512064 qam2
46030000044.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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lotharmat
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Re: Connection hangs intermittently

Can you set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Hambeard
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Re: Connection hangs intermittently

Thanks for the quick response, I'm on a Hub3 (software version 9.1.1912.304), I don't seem to be able to locate an option to respond to ICMP ping requests in the settings, is it possible with this software/hardware combination?

Scratch that, here's the BQM link

My Broadband Ping - VirginMedia

 

 

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Zak_M
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Message 6 of 10
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Re: Connection hangs intermittently

Good afternoon @Hambeard 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your broadband services. 

 

Are you able to let me know if your connection freezes on both wired and wireless connection? 

 

Kind regards,

Zak_M

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Hambeard
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Message 7 of 10
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Re: Connection hangs intermittently

Hi Zak,

I have already been through troubleshooting with tech support. It happens on both wired and wireless, I am certain that it is not WiFi related.

I have also had to subsequently switch back to using the Hub3 in modem mode, the router was performing so poorly as to be unusable. I continue to get drop-outs in modem mode.

New BQM monitor

dband.com/broadband/monitoring/quality/share/38220c881c36b1c882bf0774876105c4b7458d89-06-05-2021">My Broadband Ping - VirginMediaModem

 

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Zak_M
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Message 8 of 10
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Re: Connection hangs intermittently

The BQM dose look awful. 

 

I can't find your account using the forums details,  Ill pop you over a PM so that I can get some account information and we can go from there.

 

Kind regards,

Zak_M

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Zak_M
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Re: Connection hangs intermittently

Thank you for providing me with that information over PM. 

 

After running some diagnostics we are going to need to get an engineer out to you. 

 

I have taken the opportunity to book this for you, you can find the time and date via your online account. 

 

Kind regards,

Zak_M

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Hambeard
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Message 10 of 10
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Re: Connection hangs intermittently

Thanks for your help Zak.

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