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bassplayerrob
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Constant internet dropping out. OX5 1EB area

Well I am getting sick of constant internet drop outs in my home, the wifi signal is good in all rooms of my house however the internet is never stable and dropping out constantly. Engineer came and waterproofed the cables at the junction point but thats not really helped.

I don't know if its an issue with the wiring to the house or a case of a fault at the junction box, one thing i do know is I'm sick of resetting the router ringing 150 and being told by the tape machine they are sending a signal again..... paying £38 a month for my package and getting close to upping and leaving.

Maybe its an issue with the router but that's not old either as that was swapped out as part of ongoing issues with VM, disappointed as I have been a customer since virgin brought out NTL.

 

 

 

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gary_dexter
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Re: Constant internet dropping out. OX5 1EB area

Do wired connections also drop along with the wireless ones?

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bassplayerrob
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Re: Constant internet dropping out. OX5 1EB area

Wired also drops out.

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gary_dexter
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Re: Constant internet dropping out. OX5 1EB area

Post the network, upstream and downstream logs from the hubs admin pages back here as text 


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bassplayerrob
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Re: Constant internet dropping out. OX5 1EB area

How do i do that Gary? 

I think it maybe an issue with the HUB as some devices keep there connection and others keep dropping but its not consistent.

Can Virginmedia send the latest HUB for my to try as i am getting more than frustrated with this.

If its the wiring to my house then can they change it?

Constant ringing to get the taped message somethings up resetting your hub is starting to getting frustrating.

Thanks for the assistance Gary its apricated honestly but we need virgin to step up we pay a premium for a premium service and we should expect it in return. 

To add insult to injury i get a letter from Virgin this week saying i will have to pay an additional £3 a month for my sub standard internet provision. 

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bassplayerrob
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Re: Constant internet dropping out. OX5 1EB area

Hi Gary,

As requested, can you help? 

I hope so.

Cheers 

Rob

Downstream bonded channels

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

1410250000038256 qam1
2418250000038256 qam2
3426250000-0.238256 qam3
4434250000-0.538256 qam4
5442250000-0.438256 qam5
6450250000-0.738256 qam6
7458250000-138256 qam7
8466250000-1.238256 qam8
9474250000-138256 qam9
10482250000-1.238256 qam10
11490250000-1.238256 qam11
12498250000-1.538256 qam12
13506250000-1.438256 qam13
14514250000-1.238256 qam14
15522250000-138256 qam15
16530250000-138256 qam16
17538250000-138256 qam17
18546250000-1.238256 qam18
19554250000-1.238256 qam19
20562250000-1.238256 qam20
21570250000-1.238256 qam21
22578250000-1.538256 qam22
23586250000-1.538256 qam23
24594250000-1.538256 qam24



Downstream bonded channels

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

1Locked38.61860
2Locked38.61490
3Locked38.61770
4Locked38.61810
5Locked38.61290
6Locked38.91070
7Locked38.61610
8Locked38.92660
9Locked38.61550
10Locked38.61840
11Locked38.62970
12Locked38.62150
13Locked38.61950
14Locked38.62120
15Locked38.62090
16Locked38.91450
17Locked38.61850
18Locked38.61870
19Locked38.91600
20Locked38.61920
21Locked38.91940
22Locked38.92960
23Locked38.92260
24Locked38.61950

 

Upstream bonded channels

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

13940000039.8512064 qam2
22579995138.8512064 qam4
33260000039.3512064 qam3
44619989940512064 qam1

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA00870
3ATDMA0020
4ATDMA0010
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Emma_C
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Message 7 of 31
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Re: Constant internet dropping out. OX5 1EB area

Hi Bassplayerrob, 

Really sorry you've been having some issues with the service lately. 

I've had a little look at the back end of things and can see that there are a few issues showing on the hub, however the hub has been up for some time. 

So I can run some further checks can you please do a reboot of the hub for me and leave it off for at least five minutes. 

Also please ensure the hub is in the up right position and in an open space. 

Let me know when you've done that. 

Thanks. 

Emma_C - Forum Team
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bassplayerrob
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Message 8 of 31
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Re: Constant internet dropping out. OX5 1EB area

Hi Emma,

Sorry only just seen this as the system di not send me an email to inform me a reply had come in.

I have reset the hub twice since the weekend, and 150 tells me to turn it off and on most days which i do. 

Still really bad today again as every day only works properly if in the same room and then its still intermittent, go upstairs and its gone again.

Was never like this in the past and good all over the house. 

the mobile scan app says the signal is good in all rooms but it wont connect.

Can i be sent a new hub to try that the new hub 4 latest.

Kind Regards

Rob

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bassplayerrob
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Message 9 of 31
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Re: Constant internet dropping out. OX5 1EB area

Just run the Hub diagnostic tool and got these results: 

Your home network has a few problems.



 
 

 

 Checking Broadband Service
 

 

 Checking Telephone Service
 

 

 Checking Ethernet Connections
 

 

 Checking WiFi Connections
If you still think something is wrong, please check the following
1Gateway IPv4 address is valid.
2Your broadband connection is working.
3Your broadband connection is ready.
4The temperature of your Hub 3.0 is normal.
5The status of telephone line 1 is not ready.
6The status of telephone line 2 is not ready.
7The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
8The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
9The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
10The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
11The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
12The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
13The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
14The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
15The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
16The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
17Please place your WiFi device near the Hub 3.0

 

However when i use the app to test the strength in all rooms the results are good.

The wi fi has gone from good to completely crap and frustratingly poor, tried to call tonight but line hung up twice after around 45 mins, cant get hold of anyone to help 

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Katie_WT
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Message 10 of 31
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Re: Constant internet dropping out. OX5 1EB area

Hi there @bassplayerrob

 

Thanks so much for popping back - I have checked your account and systems from here and it's not acknowledging a reboot for around 3 days. This may be because it's not turned off for long enough and it's not registering it as a reboot from here. 

 

Please do switch off from the plug if you can - leave for at least 60 seconds before plugging back in.

 

Other than that, your signal levels are within the parameters we would expect for your package, we have no known area issues listed and no errors showing at the time of writing. We're also not able to see any devices connected at all - no WiFi or wired. 

 

I understand you mentioned earlier that you're also seeing the drops on a wired connection - It may also be helpful to set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts.  It does it 24/7/365 and it keeps a visual record of your connection. If you need any help with that please let us know.

 

Cheers

Katie - Forum Team


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