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Alessandro Volta
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Message 21 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

They are not ok - you need another tech visit

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 22 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

I literally don't know what to do at this point then. Two techs visit. Two techs say the levels are right. The Hub reboots and I lose internet on a regular basis. Experts here (thanks so much!) tell me there is something wrong.

Virgin senior support/forum folks how do I actually get this fixed?

(I could also go into how "On-Demand" has not worked for us for 4+ weeks now either, techs can't fix that either aside from "opening a ticket with IT to look on the server side") - Its just a horrible, horrible experience all around. 😞

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Message 23 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Heard from VM that they are sending a senior tech out on Saturday. From the latest SNR/Level data I posted above which specific ones are out of spec so I can have that conversation with them?

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Message 24 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Been running BQM since last night - Don't see any issues? For the tech visit tomorrow is anyone able to call out which SNR/Level values are out of spec and need to be fixed? I'm concerned that given the BQM below the techs will just say the levels are correct again?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2db141a1a1fdf7f98f4067c0d320235318... 

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Alessandro Volta
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Message 25 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

All your upstream power levels are maxed out on all 4 channels.
Too many PostRS errors on every down channel.

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 26 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

I think this BQM finally clearly shows how the problem keeps impacting me right?

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/48cf6edd404c0fabd13a440e1eaa49f5bc... 

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Message 27 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Thanks for your post pdampier,

 

I'm having issues viewing your BQM as the graph doesn't appear to be visible and when selecting the option to click here, login details are required.

 

I'm happy to look into this further for you, please check out the purple envelope in the top right hand corner for a PM from me

 

Kindest regards,

 

David_Bn 

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Very Insightful Person
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Message 28 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

@David_Bn - same problem viewing BQM but surely thats secondary at most - with upstream maxed out at 51 [5.1] and connections being dropped probably due to that is it not time a tech was booked

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Tony
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Message 29 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Regional Supervisor visited last night and replaced Hub 3 with a new one and all connectors from outside through to cabinet and adjusted power level there.

Here are the new figures:

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
186750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online
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Message 30 of 47
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Re: Hub 3 keeps rebooting disconnecting internet - No help from support

Downstream bonded channels

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

1186750000536256 qam7
21947500004.636256 qam8
32027500004.436256 qam9
42107500004.336256 qam10
52187500004.136256 qam11
62267500004.136256 qam12
72347500004.136256 qam13
82427500003.736256 qam14
9250750000436256 qam15
102587500004.436256 qam16
112667500004.537256 qam17
122747500004.836256 qam18
132827500004.837256 qam19
14290750000536256 qam20
152987500005.136256 qam21
163067500005.437256 qam22
173147500005.537256 qam23
183227500005.536256 qam24
194027500004.936256 qam25
20410750000536256 qam26
21418750000536256 qam27
22426750000536256 qam28
23434750000536256 qam29
24442750000536256 qam30
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