Virgin Media Community

[bassplayerrob]

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.

[gary_dexter]

Do wired connections also drop along with the wireless ones?

[bassplayerrob]

Wired also drops out.

[gary_dexter]

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

[bassplayerrob]

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. 

[bassplayerrob]

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

1	410250000	0	38	256 qam	1
2	418250000	0	38	256 qam	2
3	426250000	-0.2	38	256 qam	3
4	434250000	-0.5	38	256 qam	4
5	442250000	-0.4	38	256 qam	5
6	450250000	-0.7	38	256 qam	6
7	458250000	-1	38	256 qam	7
8	466250000	-1.2	38	256 qam	8
9	474250000	-1	38	256 qam	9
10	482250000	-1.2	38	256 qam	10
11	490250000	-1.2	38	256 qam	11
12	498250000	-1.5	38	256 qam	12
13	506250000	-1.4	38	256 qam	13
14	514250000	-1.2	38	256 qam	14
15	522250000	-1	38	256 qam	15
16	530250000	-1	38	256 qam	16
17	538250000	-1	38	256 qam	17
18	546250000	-1.2	38	256 qam	18
19	554250000	-1.2	38	256 qam	19
20	562250000	-1.2	38	256 qam	20
21	570250000	-1.2	38	256 qam	21
22	578250000	-1.5	38	256 qam	22
23	586250000	-1.5	38	256 qam	23
24	594250000	-1.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	186	0
2	Locked	38.6	149	0
3	Locked	38.6	177	0
4	Locked	38.6	181	0
5	Locked	38.6	129	0
6	Locked	38.9	107	0
7	Locked	38.6	161	0
8	Locked	38.9	266	0
9	Locked	38.6	155	0
10	Locked	38.6	184	0
11	Locked	38.6	297	0
12	Locked	38.6	215	0
13	Locked	38.6	195	0
14	Locked	38.6	212	0
15	Locked	38.6	209	0
16	Locked	38.9	145	0
17	Locked	38.6	185	0
18	Locked	38.6	187	0
19	Locked	38.9	160	0
20	Locked	38.6	192	0
21	Locked	38.9	194	0
22	Locked	38.9	296	0
23	Locked	38.9	226	0
24	Locked	38.6	195	0

Upstream bonded channels

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

1	39400000	39.8	5120	64 qam	2
2	25799951	38.8	5120	64 qam	4
3	32600000	39.3	5120	64 qam	3
4	46199899	40	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	87	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	1	0

[Emma_C]

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. 

[bassplayerrob]

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

[bassplayerrob]

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

1	Gateway IPv4 address is valid.
2	Your broadband connection is working.
3	Your broadband connection is ready.
4	The temperature of your Hub 3.0 is normal.
5	The status of telephone line 1 is not ready.
6	The status of telephone line 2 is not ready.
7	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
8	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
9	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
10	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
11	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
12	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
13	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
14	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
15	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
16	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
17	Please 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 

[Katie_WT]

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