Hub 4 - Internet Keeps Dropping

[rickgillyon]

I recently upgraded to 1Gb internet which meant Hub3 to Hub4. Previously the internet was rock-solid, no drop-outs, but since moving to the hub4 it's been a nightmare. Hub is running in modem mode to the same Asus router as the hub3 was, and the drop-outs are happening with wired and wireless connections. Any ideas? Some days working from home is just impossible.

[Tudor · Accepted solution]

Downstream and upstream power levels are out of spec. Unless there is an area fault, you probably need a technician’s visit to rectify.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline

[rickgillyon]

Thanks. Can you check the power levels below? It's been better the last few days.

3.0 Downstream channels

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

25	331000000	-9.400002	36.386890	QAM256	25
1	139000000	-5.599998	37.636276	QAM256	1
2	147000000	-5.599998	37.355988	QAM256	2
3	155000000	-5.500000	37.636276	QAM256	3
4	163000000	-5.599998	37.355988	QAM256	4
5	171000000	-5.700001	37.355988	QAM256	5
6	179000000	-6.200001	37.636276	QAM256	6
7	187000000	-6.500000	37.355988	QAM256	7
8	195000000	-6.799999	37.636276	QAM256	8
9	203000000	-6.900002	37.636276	QAM256	9
10	211000000	-7.099998	37.355988	QAM256	10
11	219000000	-7.099998	37.355988	QAM256	11
12	227000000	-7.000000	37.636276	QAM256	12
13	235000000	-7.000000	37.636276	QAM256	13
14	243000000	-6.799999	37.355988	QAM256	14
15	251000000	-7.000000	37.636276	QAM256	15
16	259000000	-7.099998	37.636276	QAM256	16
17	267000000	-7.599998	37.355988	QAM256	17
18	275000000	-8.200001	37.636276	QAM256	18
19	283000000	-8.000000	37.355988	QAM256	19
20	291000000	-7.799999	37.355988	QAM256	20
21	299000000	-7.299999	37.355988	QAM256	21
22	307000000	-7.799999	37.355988	QAM256	22
23	315000000	-8.500000	36.609653	QAM256	23
24	323000000	-9.299999	36.386890	QAM256	24
26	339000000	-9.700001	36.386890	QAM256	26
27	347000000	-9.900002	35.779911	QAM256	27
28	355000000	-10.200001	35.779911	QAM256	28
29	363000000	-10.400002	35.779911	QAM256	29
30	371000000	-10.599998	35.595078	QAM256	30
31	379000000	-10.799999	35.595078	QAM256	31

3.0 Downstream channels

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

25	Locked	36.386890	15	0
1	Locked	37.636276	23	0
2	Locked	37.355988	16	0
3	Locked	37.636276	117	0
4	Locked	37.355988	0	0
5	Locked	37.355988	0	0
6	Locked	37.636276	0	0
7	Locked	37.355988	0	0
8	Locked	37.636276	0	0
9	Locked	37.636276	0	0
10	Locked	37.355988	0	0
11	Locked	37.355988	0	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	37.355988	0	0
15	Locked	37.636276	0	0
16	Locked	37.636276	0	0
17	Locked	37.355988	0	0
18	Locked	37.636276	0	0
19	Locked	37.355988	0	0
20	Locked	37.355988	0	0
21	Locked	37.355988	0	0
22	Locked	37.355988	1	0
23	Locked	36.609653	0	0
24	Locked	36.386890	6	0
26	Locked	36.386890	11	0
27	Locked	35.779911	22	0
28	Locked	35.779911	14	0
29	Locked	35.779911	21	0
30	Locked	35.595078	36	0
31	Locked	35.595078	14	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM256

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

27

-23.2

156784263

4

[rickgillyon]

3.0 Upstream channels

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

1	32600000	49.270599	5120 KSym/sec	64QAM	5
2	53700000	51.520599	5120 KSym/sec	64QAM	2
3	46200000	50.770599	5120 KSym/sec	64QAM	3
4	39400000	50.020599	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	1	0

[jbrennand]

Still dreadful 😞

Down powers are way too low - (-6dBmV to +10dBmV is the recommended range - close to 0 is optimal)

Up's a bit high but in range.

[rickgillyon]

I noticed there was a splitter behind the modem (used to have a v-Box in here as well), so I've removed that, and the power levels seem much improved. Fingers crossed. Thanks for all the help.

3.0 Downstream channels

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

25	331000000	-5.2	38.6	QAM256	25
1	139000000	-1.5	38.6	QAM256	1
2	147000000	-1.5	39	QAM256	2
3	155000000	-1.4	38.6	QAM256	3
4	163000000	-1.5	38.6	QAM256	4
5	171000000	-1.7	38.6	QAM256	5
6	179000000	-1.9	39	QAM256	6
7	187000000	-2.4	38.6	QAM256	7
8	195000000	-2.6	39	QAM256	8
9	203000000	-2.7	39	QAM256	9
10	211000000	-2.8	38.6	QAM256	10
11	219000000	-2.9	39	QAM256	11
12	227000000	-2.9	39	QAM256	12
13	235000000	-2.7	38.6	QAM256	13
14	243000000	-2.5	38.6	QAM256	14
15	251000000	-2.7	38.6	QAM256	15
16	259000000	-2.9	38.6	QAM256	16
17	267000000	-3.3	38.6	QAM256	17
18	275000000	-3.9	38.6	QAM256	18
19	283000000	-3.8	39	QAM256	19
20	291000000	-3.5	39	QAM256	20
21	299000000	-3.1	38.6	QAM256	21
22	307000000	-3.6	38.6	QAM256	22
23	315000000	-4.3	38.6	QAM256	23
24	323000000	-5.1	38.6	QAM256	24
26	339000000	-5.3	39	QAM256	26
27	347000000	-5.6	37.6	QAM256	27
28	355000000	-5.9	37.6	QAM256	28
29	363000000	-6.1	38.6	QAM256	29
30	371000000	-6.4	37.4	QAM256	30
31	379000000	-6.4	38.6	QAM256	31

[rickgillyon]

Back to poor power levels again, I suppose I need to call that engineer:

3.0 Downstream channels

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

25	331000000	-9.5	36.6	QAM256	25
1	139000000	-2.2	37.6	QAM256	1
2	147000000	-2.5	38.6	QAM256	2
3	155000000	-2.9	37.6	QAM256	3
4	163000000	-3.3	37.6	QAM256	4
5	171000000	-3.9	37.6	QAM256	5
6	179000000	-4	38.6	QAM256	6
7	187000000	-4.5	37.6	QAM256	7
8	195000000	-4.5	38.6	QAM256	8
9	203000000	-4.5	38.6	QAM256	9
10	211000000	-4.8	38.6	QAM256	10
11	219000000	-5.2	37.4	QAM256	11
12	227000000	-5.6	37.6	QAM256	12
13	235000000	-6.2	38.6	QAM256	13
14	243000000	-6.3	37.6	QAM256	14
15	251000000	-6.8	37.4	QAM256	15
16	259000000	-6.9	37.4	QAM256	16
17	267000000	-7.3	37.4	QAM256	17
18	275000000	-7.7	37.4	QAM256	18
19	283000000	-7.3	37.6	QAM256	19
20	291000000	-7	37.6	QAM256	20
21	299000000	-6.9	37.4	QAM256	21
22	307000000	-7.4	37.4	QAM256	22
23	315000000	-8.3	36.6	QAM256	23
24	323000000	-9.1	36.6	QAM256	24
26	339000000	-9.9	36.6	QAM256	26
27	347000000	-10	35.8	QAM256	27
28	355000000	-10.2	35.8	QAM256	28
29	363000000	-10.2	35.8	QAM256	29
30	371000000	-10.2	35.6	QAM256	30
31	379000000	-10.2	35.8	QAM256	31

[Vikki_M]

Hi @rickgillyon

Thank you for your post and welcome to our community. 

I have taken a look at things from our side and we need to arrange an engineer for you please to check the service. 

I will send you a private message now so we can arrange this.

Please look out for the purple envelope in the top right of the page and pop me a reply when you can. 
 

[rickgillyon]

Replied to PM, thanks for the help.

[rickgillyon]

Update: the engineer visited and found corroded connectors in the cabinet, so called out networks. Power levels now nominal. Thanks everyone. 👌🙂