on 17-05-2020 21:49
Hi there
We upgraded to virgin internet a couple of months ago and have a Hub 3 box. It worked ok for a short time but then constantly dropped out. We assumed it was due to the wifi signal and so we upgraded to a Google Mesh system but have the same problem with drop out.
I have now gone back and reset the virgin hub to check again that it is a problem with this and not the Google Mesh. Again the same problem with drop out so at least I know it is a Virgin problem and not the google problem. I thought it might be when you were further away from the hub but it is the same even if you are right next to it.
From reading a few other forums i have disabled Channel Optimisation but still we have the same problem.
Any help would be hugely appreciated as it is incredibly frustrating! When it works it is great but we can't just have constant drop outs!
Thank you in advance
Answered! Go to Answer
on 17-05-2020 21:58
What’s dropping?
Wired or wireless connections?
Do the lights on the hub change?
on 18-05-2020 02:13
on 18-05-2020 08:35
Does everything drop at the same time?
on 17-05-2020 21:58
What’s dropping?
Wired or wireless connections?
Do the lights on the hub change?
on 17-05-2020 22:03
Thanks for the quick reply
Wireless connections - the lights don't change on the hub and the wireless signal bar on devices stays strong...
on 18-05-2020 02:13
on 18-05-2020 07:20
Thanks John
I have now renamed the SSID's but after just a few minutes it seems like it is still dropping out. Should I hide one of them?
Re investing in our own superior equipment this is what I thought I had done with the google mesh equipment but we were also getting dropout with that so I reverted back to see if if was a virgin problem. It is so strange as the same problem seems to be happening with both types of equipment. I had changed the virgin router to modem mode. Could there be another problem?
Thank you
Claire
on 18-05-2020 08:35
Does everything drop at the same time?
on 18-05-2020 08:46
Yes it seems that way - I have things like google nest cams, Sonos etc and they all stop along with phones, laptops and iPads.
The only thing I think seems to hold on a little bit better is the tv if it is streaming something but not all the time...🤷♀️
on 18-05-2020 09:55
on 18-05-2020 11:02
on 18-05-2020 14:15
Thanks for your post
The connections are all ok and I have set up the broadband quality monitor
The connection details are as below (and in next post as it exceeded character limit) - hope they make sense to someone!
Thank you again!
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 227000000 | 2 | 37 | 256 qam | 12 |
2 | 203000000 | 2.4 | 37 | 256 qam | 9 |
3 | 211000000 | 2.2 | 37 | 256 qam | 10 |
4 | 219000000 | 2.2 | 38 | 256 qam | 11 |
5 | 235000000 | 1.9 | 37 | 256 qam | 13 |
6 | 243000000 | 1.5 | 37 | 256 qam | 14 |
7 | 251000000 | 1.5 | 37 | 256 qam | 15 |
8 | 259000000 | 1.5 | 38 | 256 qam | 16 |
9 | 267000000 | 1.7 | 38 | 256 qam | 17 |
10 | 275000000 | 1 | 37 | 256 qam | 18 |
11 | 283000000 | 0 | 37 | 256 qam | 19 |
12 | 291000000 | 0.5 | 38 | 256 qam | 20 |
13 | 299000000 | 1.7 | 37 | 256 qam | 21 |
14 | 307000000 | 1.9 | 38 | 256 qam | 22 |
15 | 315000000 | 2 | 38 | 256 qam | 23 |
16 | 323000000 | 2.2 | 37 | 256 qam | 24 |
17 | 331000000 | 2.4 | 38 | 256 qam | 25 |
18 | 339000000 | 2.2 | 37 | 256 qam | 26 |
19 | 347000000 | 1.9 | 37 | 256 qam | 27 |
20 | 355000000 | 2 | 38 | 256 qam | 28 |
21 | 363000000 | 2 | 38 | 256 qam | 29 |
22 | 371000000 | 2 | 37 | 256 qam | 30 |
23 | 379000000 | 1.9 | 37 | 256 qam | 31 |
24 | 387000000 | 2.2 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.6 | 20 | 0 |
2 | Locked | 37.6 | 12 | 0 |
3 | Locked | 37.6 | 14 | 0 |
4 | Locked | 38.9 | 8 | 0 |
5 | Locked | 37.6 | 8 | 0 |
6 | Locked | 37.6 | 9 | 0 |
7 | Locked | 37.3 | 9 | 0 |
8 | Locked | 38.9 | 11 | 0 |
9 | Locked | 38.6 | 9 | 0 |
10 | Locked | 37.6 | 18 | 0 |
11 | Locked | 37.6 | 18 | 0 |
12 | Locked | 38.6 | 13 | 0 |
13 | Locked | 37.6 | 5 | 0 |
14 | Locked | 38.6 | 4 | 0 |
15 | Locked | 38.9 | 9 | 0 |
16 | Locked | 37.6 | 26 | 0 |
17 | Locked | 38.6 | 23 | 0 |
18 | Locked | 37.6 | 21 | 0 |
19 | Locked | 37.6 | 27 | 0 |
20 | Locked | 38.6 | 22 | 0 |
21 | Locked | 38.6 | 5 | 0 |
22 | Locked | 37.6 | 4 | 0 |
23 | Locked | 37.6 | 13 | 0 |
24 | Locked | 38.6 | 22 | 0 |