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Frequent Disconnects and Packet loss

Tuning in

There was a problem with the internet in my area a few weeks ago which resolved [no internet for multiple days], and ever since then we've had unusually high ping and packet loss. There are also a few disconnects. But the ping will spike every 2 hours every single day with packet loss occurring throughout the day. During those times i noticed even the download speed will decrease from 350 mbps to 150. This packet loss and ping issue has never happened before until the virgin media technicians came to our area and fixed the previous issue. Now its an ongoing issue, would appreciate some help or a technician who can take a look.


ping test.JPGping test 2.JPGping test 3.JPG

Here is the BQM graphs just from the last 3 days.


Ive tried to restart the hub a week ago but it hasnt fixed anything, even using a pin reset. I've switched the hub off and unplugged it from the mains supply for five minutes and checked all cables but it hasnt fixed anything. 

Downstream bonded channels

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

12830000003.740256 qam19
2203000000440256 qam9
32110000003.740256 qam10
42190000003.440256 qam11
52270000003.540256 qam12
62350000003.940256 qam13
72430000003.540256 qam14
82510000003.240256 qam15
92590000003.440256 qam16
102670000003.540256 qam17
11275000000340256 qam18
122910000003.740256 qam20
132990000003.940256 qam21
143070000003.940256 qam22
15315000000440256 qam23
163230000003.540256 qam24
173310000003.740256 qam25
183390000003.740256 qam26
193470000003.540256 qam27
203550000003.740256 qam28
213630000003.740256 qam29
223710000003.540256 qam30
233790000003.540256 qam31
243870000003.540256 qam32

Downstream bonded channels

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


Upstream bonded channels

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

14310000042.5512064 qam10
22360000043512064 qam13
33010000042512064 qam12
43660000043512064 qam11
54960000043.5512064 qam9



On our wavelength

Is it the Hub 3 by any chance ?I've  had dropouts for over a week now daily . And I'm  still stuck in a contact paying for nothing . They do compensation but that's  not what I want . I want them to fix the problem but they can't. I had a technician  come Tuesday he replaced the hub for another Hub3 and it's  still the same. I literally had better connectivity on a mobile data hub and I'm  considering doing that .  Anyway good luck  you'll  need it .

Tuning in

I am experiencing the same. Also Hub3. based in Reading RG6.

On our wavelength

Mine started working again the minute  after my first message above.  So either virgin saw my message  and did something  or it might be because i went outside and pulled the black wire going into my home . I do know there's  a slight  cut in this wire from something  or someone  but the technician just covered it up  with a plastic  box when he came on Tuesday. Maybe the heat is expanding  where the slight  cut is causing  disconnection . If not it's definitely got to be the Hub 3s in general or a problem with the box terminal down the street or problems back at Virgin medias side . Everything  else has been tried and tested other than those. And I bet on your account  it says  everything's good like mine . I ran the test kit it either says the equipment isn't  connected  properly  and either there's  a signal  problem  to what pops up .  I know it's  connected  now but I know it won't  last before it could out . I've also noticed  it happens early in the morning  without fail and weirdly  when it reaches 20 to 23 degrees C .

Tuning in

Yes i do have a Hub 3, this isnt just a problem for me as some of my friends also have experienced the same thing. I dont need the router replaced as this has already been done twice for previous issues and it didnt fix a thing.


Anyways here are the BQM images for the past 3 days: ping test 3.JPGping test 2.JPGping test.JPG


Tuning in

Same thing happening today

On our wavelength

I have the 1GB Hub 5. High pings and drop outs constantly. Good luck trying to get this sorted as Virgin are aware of the issues, due to all the people asking the same question, but they really don't have a fix. I am trying to cancel right now, due to unfit service, even in contract. getting someone to help at virgin media is extremely hard .

Tuning in

ping test 4.JPG

More disconnects and packet loss, this is horrible

Forum Team (Retired)
Forum Team (Retired)

Hey @AyadMH,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear you are having this issue, for me to look into this deeper for you, I will need to invite you in for a quick private message so that I can confirm some information.

If you have not used this feature before, you can access it via the envelope at the top of your screen.

Speak to you soon. Joe

Tuning in

Just to let you know im still experiencing the same issue only its gotten worse. Now internet speeds are dropping massively. Im supposed to be getting 350 mbps and look what i get