Fed up with my virgin media, cuts out daily! and have to wait 10-15 mins for it to reboot.

[sitetrials]

Im so frustrated, I signed up to virgin media 1 month ago.. and im cutting of daily.. its ruining a lot of things for me as I work from home, and I get cut off of important things im doing online which stops me from doing a lot of things. im getting sick of it.. I had virgin before and it was fine, I left them for sky for a while and came back and its been a disaster... what the hell am I supposed to do (I've also rebooted an reset my box lots of times, and made sure all cables are snug fit before anyone tells me too)

here's the upstream and downstream I see people want to see from other searches , I can't copy and paste the network logs without it showing my Mac address etc... but there's a long list of warnings/critical/error

Downstream bonded channels

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

1	202750000	1.7	38	256 qam	9
2	138750000	1.7	38	256 qam	1
3	146750000	1.7	38	256 qam	2
4	154750000	1.7	38	256 qam	3
5	162750000	1.7	38	256 qam	4
6	170750000	1.7	38	256 qam	5
7	178750000	2.2	38	256 qam	6
8	186750000	2	38	256 qam	7
9	194750000	1.5	38	256 qam	8
10	210750000	2.2	38	256 qam	10
11	218750000	2.2	38	256 qam	11
12	226750000	1.7	38	256 qam	12
13	234750000	1.7	38	256 qam	13
14	242750000	1.4	38	256 qam	14
15	250750000	1.2	38	256 qam	15
16	258750000	1.9	38	256 qam	16
17	266750000	1.7	38	256 qam	17
18	274750000	0.9	38	256 qam	18
19	282750000	1.2	38	256 qam	19
20	290750000	1.9	38	256 qam	20
21	298750000	2	38	256 qam	21
22	306750000	2	38	256 qam	22
23	314750000	2	38	256 qam	23
24	322750000	1.2	38	256 qam	24

Downstream bonded channels

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

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

Upstream bonded channels

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

1	32600000	49.3	5120	64 qam	3
2	46200000	50.8	5120	64 qam	1
3	25799985	49	5120	32 qam	4
4	39400000	49.8	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

[jbrennand]

It is odd. The Up channel power levels are very high (albeit in range) and one has dropped to 32 qam - not a good sign - only 1 T3 error though. Could do with seeing the Logs. AIUI if you copy/paste the data then the board software should strip them out.

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here 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

https://www.thinkbroadband.com/broadband/monitoring/quality

[sitetrials]

Hi I manually cut them out... here it is... I also got the BQM last night but barely been on it a day 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f995c80eb8a4a9195074937eda0a2c2ff60139f0-11-09-2022

[jbrennand]

Nothing leaping out there. Will need a VM person to have a closer look at the connection.

They should get here in a day or two.

But can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or really is a network connection/Hub related issue?

[Kath_F]

Hi sitetrials,

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 sitetrials, 

Thanks for coming back to me via private message. 

I've taken a look at things this end and it looks as though some of the upstream power levels are to high. We won't be able to fix this remotely so I have arranged an engineer visit to get this resolved for you. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log 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 a message to pass data protection and confirm the appointment details.

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

• The technician diagnoses the faults 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.

[sitetrials]

Hi, So the technician has been, and its Sunday night at 20:28 and my wifi has cut off again, such a joke , never had wifi cut out so often in all my life, and I was in the middle of working which requires internet connection. this is really frustrating.

[John_GS]

Hi sitetrials,

Thanks for coming back to the thread, sorry to hear that your service cut out again. I've checked the notes on the tech visit and they've confirmed the levels were sorted by removing the splitter as not needed and changed another one. 

Just done a system check, no issues are showing and all levels are in spec.

How's the WiFi been since the last post? If the same, have you used the Connect App - https://www.virginmedia.com/broadband/connect-app - to see if this helps?

Best,

[sitetrials]

hasn't cut off on me yet.... my virgin media connect app doesn't even work , tried multiple devices. will keep posted in connection within the next couple weeks as im taking a week off work this week

[sitetrials]

Right so my broadband has just cut off again. so since the virgin media team came out to "fix" , the times I have been able to notice it cuts out are

SUNDAY 18th sept :20:24

Wed 21 Sept: 13:33

So it looks like the issue hasn't been fixed.. its getting very annoying. I've never had broadband cut out this often.... I may have to terminate my contract somehow as it cannot keep going on like  this.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3d087c366ffc80fcde8c94a1fc00825bca1e2084-21-09-2022

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3a71ee4d64293a7ae0d35968dc5d3215b26a1b56-18-09-2022

Here are some records of it cutting out.... since the 11th of sept. its cut off 6 times on me by looking at the think broadband chart.