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High Latency, packet drops and disconnection on WIRED and WIFI

On our wavelength

Hi I am with VM for over a year now and I am getting constant disconnections on my 1Gb broadband - both wired and wireless. Its getting to the point where playing online games is impossible not to mention that this poor service negatively affects our working from home as myself, my son and my wife getting regular disconnections during the google meets, teams and so on. 

Hub data below - I will also paste BQM graphs as these are showing regular packet losses. Can anyone look at these and let me know if there is anything of concern from the data and graphs pasted?


Cable Modem Status Item Status Comments Channel Overview Downstream Upstream

Cable Modem Status
Primary downstream channel
DOCSIS 3.0 channels
DOCSIS 3.1 channels



Sorry but can I have any update on this? There is clearly something wrong with the hub as according to connect app on 4 different devices and according to colleagues in VM I have two WiFi signals where I don't! I am no longer able to log in to the hub it's just ridiculous! 

Hi @buchosmambo thanks for your further reply, sorry to hear this.

If this is the case, it might be worth performing a factory reset on your Hub as advised here - this will make your Hub revert back to complete factory settings which also will mean your SSID (WiFi Name) will go back to one only (in case of any discrepancies on this).

Please try this and let us know how you get on, at the moment there are no issues on the line that could be causing this.

Many thanks


Tom - I performed PINhole reset few days ago and while I was able to log in to the hub page using 192.... initially - after few days we are back to square 1 - again I am unable to log in to Hub setting page. I am also unable to use connect app as this is still showing Hub as not connected and that I have double signal; this can not be Iphone specific as you guys insist because the same problem is displayed on Iphone 11, Iphone SE, Iphones 13 (two different handsets) and on two HUaweis P30 PRO. 

Couple months ago you guys kept telling me that you are unable to perform checks remotely as my hub is I quote " showing two interfering signals" I was asked to do the reset - and I did. Now the same problem is being displayed on my end!!!!! 


If you telling me that everything on your end is perfect then clearly diagnostics you have available on your side are poor and showing incomplete picture. Bottom line is: this Hub 5 is SHOOT! I am expecting a full replacement now - this has been dragging for way too long now. You keep sending me on the goose chase with resets and resets bu tthat only works for a max 5 days.  

Thank you for that information. After the pin hole reset was completed, did anyone log into the hub to amend any settings before you were unable to access them?


Hi MArtin,

No nobody amended any records in the Hub. This hub is faulty. It is playing up as often I can not access it at all.

We have had big outage last Friday and connection was fine for one day but since Saturday its back again. PLaying online is impossible and while two people are on Teams at the same time - it is so bad that nobody can hear any of us. Below are my Downstream stats


Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
16030000003.538QAM 25625
24110000003.237QAM 2561
34190000003.337QAM 2562
44270000003.337QAM 2563
54350000003.338QAM 2564
64430000003.137QAM 2565
74510000003.538QAM 2566
84590000003.437QAM 2567
94670000003.437QAM 2568
104750000003.237QAM 2569
114830000003.237QAM 25610
124910000003.237QAM 25611
13499000000337QAM 25612
145070000002.837QAM 25613
155150000002.837QAM 25614
165230000002.937QAM 25615
175310000003.138QAM 25616
185390000003.238QAM 25617
195470000003.438QAM 25618
205550000003.538QAM 25619
215630000003.538QAM 25620
225710000003.638QAM 25621
235790000003.638QAM 25622
245870000003.638QAM 25623
255950000003.538QAM 25624
266110000003.438QAM 25626
276190000003.438QAM 25627
286270000003.238QAM 25628
29635000000338QAM 25629
30643000000338QAM 25630
316510000002.938QAM 25631

Downstream bonded channels

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

Hi @buchosmambo 

Welcome back to the community. 

Sorry to hear this is still ongoing for you. 

I have checked the systems at our side and cannot see any issues after the outage on Friday 8th September 2023. 

All your power levels are looking good and there are no issues within the area. Your hub also shows no reboots or full drop in service since the outage.


The only thing flagging at our side is that 1 of your pods is not in a good overall position and could do with relocating it closer to the router or another pod to get the better signal. 


With the Connect App showing conflicting networks, please can you see if uninstalling, clearing the apps cache/cookies and reinstalling the app helps resolve the issue? If not, can you also see if this happens on another device?  One that maybe has not had the Connect app installed previously to see if there is an issue with the data stored on the app itself.


I also looked through the previous messages but could not find a live BQM link that worked. If you're able to provide this as well, we'll take a look and support further if needed. 

Here to help 🙂
Virgin Media Forums Agent

BQM is on one of the previous posts.

Few days ago VM Connect started working post updates so it clearly was an issue on your side. Unfortunately hub packed up today and we have no Internet at all. Turns out that engineer visit is required so because of poor mobile signal coverage in our house we wont be able to work on monday.... Pathetic this is! 

Hi buchosmambo, 

Thanks for coming back to us on this one. 

It looks as though a fault in the area developed which resulted in you being knocked offline. This has since cleared and I can see the hub has been online since the fault was resolved. 

In terms of the BQM, as mentioned by Carley, we're not seeing a link that works so if you can re-post this, that would help us to help you. 


Forum Team

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