Virgin Media Community

[Faruque051]

Keep having disconnection issues with the Hub 5

I already had an engineer come in and change the Hub 5 to another and still same issue.

Really can't wait to leave VM for another ISP because this is getting to my nerves

No power levels are not the issues they're fine, SnR is not the issue they're fine, cable into the house and connection to the hub is fine, and everything was looked at when the engineer came on Monday the 16/01/2023

I keep getting disconnected, I even showed the Hub 5 logs and clearly the person did not understand them

Can I please get some competent people? Really, I have been trying to get hold of someone who actually understands the issues, but none of the team in whatever call centre you're outsourcing is helping. 

I have been having this issue for months now.

Here some other logs from previous days when the broadband disconnected itself:

https://logpaste.com/XdMV1GjP

[Faruque051]

Item	Status	Comments
Acquired Downstream Channel(Hz)	290000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

   

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	290000000	2.9	40	QAM 256	20
2	138000000	-2	37	QAM 256	1
3	146000000	-1.7	38	QAM 256	2
4	154000000	-1.2	38	QAM 256	3
5	162000000	0.8	38	QAM 256	4
6	170000000	0.3	38	QAM 256	5
7	178000000	0.1	38	QAM 256	6
8	186000000	0.3	39	QAM 256	7
9	194000000	0.7	39	QAM 256	8
10	202000000	0.9	39	QAM 256	9
11	210000000	1.4	39	QAM 256	10
12	218000000	1.6	39	QAM 256	11
13	226000000	1.7	39	QAM 256	12
14	234000000	1.7	39	QAM 256	13
15	242000000	1.8	39	QAM 256	14
16	250000000	1.7	39	QAM 256	15
17	258000000	1.9	39	QAM 256	16
18	266000000	2.3	40	QAM 256	17
19	274000000	2.5	40	QAM 256	18
20	282000000	2.6	40	QAM 256	19
21	298000000	3	40	QAM 256	21
22	306000000	3	40	QAM 256	22
23	314000000	3.1	40	QAM 256	23
24	322000000	3.1	39	QAM 256	24
25	330000000	3	40	QAM 256	25
26	338000000	3.2	40	QAM 256	26
27	346000000	3.3	40	QAM 256	27
28	354000000	3.3	40	QAM 256	28
29	362000000	3.3	40	QAM 256	29
30	370000000	3.4	40	QAM 256	30
31	378000000	3.5	40	QAM 256	31

Downstream bonded channels

 

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40	103	0
2	Locked	37	29	0
3	Locked	38	32	0
4	Locked	38	33	0
5	Locked	38	31	0
6	Locked	38	20	0
7	Locked	38	31	0
8	Locked	39	31	0
9	Locked	39	27	0
10	Locked	39	26	0
11	Locked	39	27	0
12	Locked	39	22	0
13	Locked	39	48	0
14	Locked	39	50	0
15	Locked	39	62	0
16	Locked	39	90	0
17	Locked	39	103	0
18	Locked	40	60	0
19	Locked	40	68	0
20	Locked	40	81	0
21	Locked	40	107	0
22	Locked	40	128	0
23	Locked	40	154	0
24	Locked	39	173	0
25	Locked	40	166	0
26	Locked	40	129	0
27	Locked	40	125	0
28	Locked	40	91	0
29	Locked	40	82	0
30	Locked	40	46	0
31	Locked	40	15	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	46.3	5120	QAM 64	1
1	43100000	44.5	5120	QAM 64	2
2	36600000	43.3	5120	QAM 64	3
3	30100000	42.5	5120	QAM 64	4
4	23600000	42	5120	QAM 64	9

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
0	ATDMA	0	715	0	0
1	ATDMA	0	715	0	0
2	ATDMA	0	715	0	0
3	ATDMA	0	715	0	0
4	ATDMA	0	715	0	0