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Renegadecrab
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Message 1 of 18
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Constant disconnects and no connection

Morning all, first time posting here.

I have been with virgin a few months now abs have 350mb (upgraded from 200mb yesterday just to see if it might help), I experience constant disconnects so I cannot watch TV (using Sky Q), work from home so no Zoom calls and the house has low level automation too. When I log in to the router which is a HUB 4 is says online much of the time but it just isn’t working at all, really shocking service to be honest.

There is an engineer coming tomorrow and also I have a TP link S4 mesh system to remove the router side of the HUB 4 from the equation but surely these issues are not the HUB 4 wifi?

Is there any way to check why this might be happening to me? There was a link to Sam’s Realspeed to check the HUB 4 but it never seems to be able to connect so I couldn’t explore that.

 

Thank you in advance, posting this from my phones 4G whilst paying £40 a month for nothing currently.

 

Lee

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Andrew-G
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Message 2 of 18
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Re: Constant disconnects and no connection

There's things we can suggest, but if you've got a technician coming out you may as well give them the chance to find and fix the problem.  From what you say, sounds like a noise or signal power issue, those are normally an easy fix for the field guys.  If the problem persists after the visit then post back here and we can talk you through some investigations, and the forum staff can get involved if needed.

One note of caution. If you're on 350 Mbps and you've got a Hub 4, then you may be in an area of over-utilisation (where VM have sold more contracts than there is network capacity), and if that applies then chances of any quick fix is very, very low indeed.  Upgrading in the hope of solving a pre-existing problem was probably not the best idea, unless you're personally committed I'd suggest that you use the cooling off period to revert to the previous speed.

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Renegadecrab
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Message 3 of 18
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Re: Constant disconnects and no connection

Thank you for that, I presume there is no way to find out if they have oversubscribed?

When it works it will reach 350-400mb on a speed test not sure if that makes any difference...

Is there anything I can share to build a picture? I see people posting various reports so wonder if it would add any value to do the same...

Thank you

Lee

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Renegadecrab
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Message 4 of 18
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Re: Constant disconnects and no connection

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.0
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
32
4
DOCSIS 3.1 channels
0
0

 

3.0 Downstream channels

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

51710000004.138.6QAM2565
1139000000539QAM2561
21470000004.939QAM2562
31550000004.739QAM2563
41630000004.339QAM2564
61790000003.839QAM2566
71870000003.439QAM2567
81950000003.539QAM2568
92030000003.639QAM2569
102110000003.638.6QAM25610
112190000003.639QAM25611
122270000003.439QAM25612
132350000002.839QAM25613
142430000002.739QAM25614
152510000002.638.6QAM25615
162590000002.639QAM25616
17267000000339QAM25617
182750000003.138.6QAM25618
192830000003.239QAM25619
202910000003.638.6QAM25620
21299000000439QAM25621
223070000003.539QAM25622
233150000003.639QAM25623
243230000003.339QAM25624
283550000002.639QAM25628
33395000000239QAM25633
344030000002.439QAM25634
354110000002.138.6QAM25635
374270000002.539QAM25637
384350000001.738.6QAM25638
394430000001.638.6QAM25639
404510000002.139QAM25640



3.0 Downstream channels

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

5Locked38.60537700
1Locked38.9832617051
2Locked38.98326100
3Locked38.98326170
4Locked38.9832615700
6Locked38.9832617670
7Locked38.983261420
8Locked38.98326100
9Locked38.98326100
10Locked38.60537700
11Locked38.98326100
12Locked38.98326100
13Locked38.98326100
14Locked38.98326100
15Locked38.60537700
16Locked38.98326100
17Locked38.98326100
18Locked38.60537700
19Locked38.98326100
20Locked38.60537700
21Locked38.98326100
22Locked38.98326100
23Locked38.98326100
24Locked38.98326100
28Locked38.98326100
33Locked38.98326100
34Locked38.98326100
35Locked38.60537700
37Locked38.98326100
38Locked38.60537700
39Locked38.60537700
40Locked38.98326100
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Renegadecrab
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Message 5 of 18
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Re: Constant disconnects and no connection

3.0 Upstream channels

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

139400000465120 KSym/sec64QAM4
24620000046.55120 KSym/sec64QAM3
35370000046.85120 KSym/sec64QAM2
46030000047.35120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0040
4US_TYPE_STDMA0010
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Renegadecrab
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Message 6 of 18
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Re: Constant disconnects and no connection

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.0
Config file
cmreg-vmdg640-bbt062-b.cm



Primary Downstream Service Flow

SFID
2102766
Max Traffic Rate
402500089
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
2102765
Max Traffic Rate
38500089
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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lotharmat
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Message 7 of 18
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Re: Constant disconnects and no connection

There are a few T3 timeouts but they could be historic.




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

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Renegadecrab
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Message 8 of 18
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Re: Constant disconnects and no connection

Renegadecrab_0-1624351343001.png

This was started this morning..

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Andrew-G
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Message 9 of 18
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Re: Constant disconnects and no connection

Not much we can say from the fragment of BQM so far, and there's nothing in the hub's stats that really stands out.  Hub status data won't ever show an over-utilisation fault.  Hopefully it's an equipment or line fault which will be easily fixed.

For reference these threads show examples of typical over-utilisation BQM patterns.  

https://community.virginmedia.com/t5/Gaming-Support/Unstable-ping/td-p/4711150

https://community.virginmedia.com/t5/Gaming-Support/high-latency-issue/m-p/4723407

 

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Renegadecrab
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Message 10 of 18
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Re: Constant disconnects and no connection

Sorry if this is not the right thread to ask in but would you expect to have less issues in modem mode than router mode?

my mesh system has arrived a day early and wonder whether to leave it as router mode for now until the engineer comes or switch to the mesh router/wifi…

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