Continuing connection issues since 12 Aug

[Oldwolfie]

Hi, have been having issues with Virgin internet services for months now after some years of good connection with very few dropouts

I took 4 days to get talk to anyone from Virgin! 

We have now had 3 visits

First engineer replaced all the connectors in the house and outside and also the Hub3 - still having issues

Second guy said the drop cable needs replacing

Third guy replaced the drop cable and all the connectors outside again - still having issues but every chat or call with Virgin say that everything is ok

Today again the internet connection has dropped twice (My door cam sends a notification every time internet is lost)

It first disconnected 15:13, I was out and tried to reset via the Virgin app (no joy by the looks) rest at 16:45 at home

todays network log

Also now having issues with devices not connecting because they can not get an IP

Can anyone point me in the right direction to get this resolved

Thanks

[Roger_Gooner]

We don't want images, can you copy and paste.

[Oldwolfie]

 Thanks

As you can see same issue today

17/10/24

18/10/24

Get alert from door cam that it's offline, can't ping the internet or the Hub3 (wired connection)

Hub3 shows white light as if it's working fine, BQM shows that the connection is to the house, only way to get an internet connection it to power cycle the Hub

The Hub has been replaced with a refurbed one recently but less stable that the last one

[Cardiffman282]

That's not copying and pasting wolfie. 

[newapollo]

Hi @Oldwolfie 

The forums internal systems won't approve images that show your IP address or MAC addresses.

If you are wanting to show your network logs you should copy paste them.

It would actually be more helpful if you posted all the data from the the Downstream, Upstream, Configuration and Network logs. It gives a better overall snapshot of what's happening to your system including the power levels so the more knowledgeable fourm guru's can help with the connection issues.

Also if you could post a live BQM it will blank out the IP address for you. To do that when accessing your BQM click on the Share option and on the screen that opens click on Share. On the next screen click on Share Live Graph

Copy the text in the Direct Link box (beware there may be more text than you can see so make sure you highlight it all)

On here when adding your BQM click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK.

[Oldwolfie]

Thanks everyone, hope this works

 www.thinkbroadband.com/broadband/monitoring/quality/share/e904de573e9f850cbdfa852fa130b56f59e266b9 

Downstream bonded channels

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

1	323000000	3.7	38	256 qam	24
2	139000000	3.7	38	256 qam	1
3	163000000	3.5	40	256 qam	4
4	171000000	3.5	38	256 qam	5
5	195000000	3.5	40	256 qam	8
6	203000000	3.4	40	256 qam	9
7	227000000	3.2	40	256 qam	12
8	235000000	3.2	40	256 qam	13
9	259000000	3.5	40	256 qam	16
10	267000000	3.5	40	256 qam	17
11	291000000	3.4	38	256 qam	20
12	299000000	3.5	38	256 qam	21
13	331000000	3.5	38	256 qam	25
14	339000000	3.7	38	256 qam	26
15	347000000	3.4	40	256 qam	27
16	355000000	3	40	256 qam	28
17	363000000	2.5	38	256 qam	29
18	371000000	2.5	38	256 qam	30
19	379000000	2.5	38	256 qam	31
20	387000000	2	38	256 qam	32
21	395000000	1.9	38	256 qam	33
22	403000000	1.7	38	256 qam	34
23	411000000	2	38	256 qam	35
24	419000000	1.9	40	256 qam	36

Downstream bonded channels

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

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

[Oldwolfie]

 

 

Upstream bonded channels

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

1	49600036	45.3	5120	64 qam	9
2	23600000	43.8	5120	64 qam	13
3	30099988	45.3	5120	64 qam	12
4	36600009	45.3	5120	64 qam	11
5	43099976	45.3	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

 

 

 

 

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	9873254k;fg87dsfd;kfoA,.iyewr

Primary Downstream Service Flow

SFID	21867
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	21870
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Cardiffman282 · Accepted solution]

That's the one. The stats all look good to me. The BQM isn't awful but isn't perfect either (spikes, hints of packet loss, some brief (manual hub reboot?) disconnections. Have you checked for long faults on 0800 561 0061 / 150? 

[Oldwolfie]

Thanks Cardiffman

Not able to get hold of anyone at Virgin tbf, just keep getting cut off when I try

Looked at the BQM on my phone as soon as the internet dropped and it looked ok so can only suspect the Hub is the issue

Next door are having no issues with dropout, just a pain having to reset the hub especially if you are in a call, the only way to connect to the internet again is to power cycle the hub

The Hub has been replace with a recon unit recently, have logged a complaint 

[Ayisha_B]

Hi @Oldwolfie 👋

Welcome to our Community Forums and thanks for your post.

I am sorry for the issues you are experiencing with the service. 

Will pop you a PM 📩 now so we can take a closer look into things.

Hope to hear from you soon!