Constant drop on connection

[KHussain1738]

For the past week I have been having problems with the connection dropping every 20mins or so. Ever since I noticed the problem I have been doing speedtests which have shown the download speed is fine at 200mbps but the upload speed tanks to as low as 0.03mbps when the problems occur. After a couple of seconds the connections returns to normal and the upload speeds return to the normal speeds around 20mbps. This has caused me problems since I am currently working from home and cannot get my work done if the connection keeps dropping. Rang VM and all they told me was hard resets and monitor the situation which I already have been. They have been no help in trying to rectify the issue. 

Downstream bonded channels

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

1	331000000	0	38	256 qam	25
2	203000000	2.7	38	256 qam	9
3	211000000	2.5	38	256 qam	10
4	219000000	2.5	38	256 qam	11
5	227000000	1.7	38	256 qam	12
6	235000000	2	38	256 qam	13
7	243000000	1.5	38	256 qam	14
8	251000000	1.9	38	256 qam	15
9	259000000	0.7	38	256 qam	16
10	267000000	1	38	256 qam	17
11	275000000	0.5	38	256 qam	18
12	283000000	0.7	38	256 qam	19
13	291000000	1.4	38	256 qam	20
14	299000000	1.7	38	256 qam	21
15	307000000	1.5	38	256 qam	22
16	315000000	0.5	38	256 qam	23
17	323000000	0.4	38	256 qam	24
18	339000000	0.4	38	256 qam	26
19	347000000	0	38	256 qam	27
20	355000000	-0.2	40	256 qam	28
21	363000000	-0.5	38	256 qam	29
22	371000000	-0.5	38	256 qam	30
23	379000000	-1	38	256 qam	31
24	387000000	-1	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	9	0
2	Locked	38.6	9	0
3	Locked	38.9	9	0
4	Locked	38.9	6	0
5	Locked	38.6	5	0
6	Locked	38.9	10	0
7	Locked	38.9	0	0
8	Locked	38.9	9	0
9	Locked	38.9	1	0
10	Locked	38.6	15	0
11	Locked	38.6	10	0
12	Locked	38.9	1	0
13	Locked	38.6	13	0
14	Locked	38.9	7	0
15	Locked	38.9	6	0
16	Locked	38.6	1	0
17	Locked	38.9	1	0
18	Locked	38.9	13	0
19	Locked	38.9	11	0
20	Locked	40.3	13	0
21	Locked	38.9	3	0
22	Locked	38.9	7	0
23	Locked	38.9	0	0
24	Locked	38.9	8	0

 

[KHussain1738]

Upstream bonded channels

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

1	46200061	42.3	5120	64 qam	1
2	23600000	40.8	5120	32 qam	4
3	32600012	40.8	5120	64 qam	3
4	39399971	42.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[KHussain1738]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/122717c3c09d3b701e2340a6917c84fdeaa163aa-12-03-2022

[Kath_F]

Hi KHussain1738,

Thanks for your post and a big welcome to the Community. It's great having you on board with us.

I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi KHussain1738,

Thanks for coming back to via private message to confirm your information. 

Looking at things this end, it appears your signal levels are too low. These will need to be adjusted by an engineer. I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[KHussain1738]

Hi Kath, I cannot see the appointment booked from my account on MyVirginMedia.

[Steven_L]

Good Morning @KHussain1738 and thanks for coming back to us here.

I'm sorry that we have come back after your appointment went ahead, how did the appointment go, have your issues now been resolved?

Regards,

Steven_L

[KHussain1738]

Hi Steven, the engineer came out and the issue was fixed but once again the problem has started reoccurring after 2 weeks of stability. Not entirely happy with the situation since I am currently working from home and am unable to get stuff done with these intermittent connections.

[Alex_RM]

Hi KHussain1738,

Sorry to hear you're again experiencing some issues with the connection.

Can you confirm for me if this is an issue over a wired or wireless connection?

Does a pin-hole reset help at all?

Alex_Rm

[KHussain1738]

Hi @Alex_RM, this is an issue over both wired and wifi. The connection just drops and yes, I've already done the pinhole reset etc. Still the same. Rang 150 and went through the steps. Got a text to a link which showed that it is intermittent issues. I will post the link to the current BQM from yesterday to show the massive spikes and constant packet loss. Been ongoing since Monday now and 2nd time this month. Got to say I'm appalled at the service and lack of information given by the people I've had conversations with over the phone.   

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9b1aa03114128e3dd86cc80228fdd4a6c5...