Interference

[Andrewcowan]

Been in contact with @virginmedia the past 2 weeks about and today about internet interference in the house to be told to wait after 24 hours after they booster the line into the house. Photo 1 is back in March and photo 2 is today.

 

 

[Andrew-G]

You were told by customer services they were "boosting the line into the house"?  All they can do as far as I'm aware is remote kick up the Arris for the hub*, which prompts the hub to renegotiate its connection.  As a quick fix that often works, but unless any underlying hardware issue is fixed then it is a waste of time.

If you've tried the usual of restarts, resets, checking cable connections, and the problem has been going on for a while and still continues, then connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts. 

* The hub is made by a company called Arris, I wasn't being uncouth, oh no sir, I'm not like that.

[jpeg1]

It appears from the screen images that those speed tests were done over a WiFi connection. If so the speed is not guaranteed and will always vary according to a number of local factors. One of them could indeed be interference from a neighbour's WiFi.  Have you tried changing channels?

[Andrewcowan]

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	2.5	38	256 qam	25
2	203000000	2	37	256 qam	9
3	211000000	2	37	256 qam	10
4	219000000	2	37	256 qam	11
5	227000000	1.5	37	256 qam	12
6	235000000	1.5	37	256 qam	13
7	243000000	0.7	37	256 qam	14
8	251000000	1.7	37	256 qam	15
9	259000000	0.7	37	256 qam	16
10	267000000	1.7	37	256 qam	17
11	275000000	0.4	37	256 qam	18
12	283000000	2	38	256 qam	19
13	291000000	0.7	38	256 qam	20
14	299000000	2.4	38	256 qam	21
15	307000000	0.5	37	256 qam	22
16	315000000	2.2	38	256 qam	23
17	323000000	1	38	256 qam	24
18	339000000	1.4	38	256 qam	26
19	347000000	2.2	38	256 qam	27
20	355000000	1.5	38	256 qam	28
21	363000000	2	38	256 qam	29
22	371000000	1.5	38	256 qam	30
23	379000000	1.5	38	256 qam	31
24	387000000	1.4	38	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	0	0
2	Locked	37.6	6	0
3	Locked	37.6	7	0
4	Locked	37.6	5	0
5	Locked	37.6	1	0
6	Locked	37.3	6	0
7	Locked	37.6	1	0
8	Locked	37.3	0	0
9	Locked	37.3	0	0
10	Locked	37.6	1	0
11	Locked	37.6	1	0
12	Locked	38.6	0	0
13	Locked	38.6	1	0
14	Locked	38.6	0	0
15	Locked	37.6	1	0
16	Locked	38.6	0	0
17	Locked	38.6	0	0
18	Locked	38.6	0	0
19	Locked	38.6	5	0
20	Locked	38.9	0	0
21	Locked	38.6	3	0
22	Locked	38.6	6	0
23	Locked	38.6	4	0
24	Locked	38.6	3	0

[Andrewcowan]

virgin confirmed it wasin my house 

[jpeg1]

According to the figures you have just posted your broadband connection is working well.

You may wish to follow the advice links on improving WiFi in your house.

https://community.virginmedia.com/t5/Helping-Hands/bg-p/Helping_Hands/label-name/broadband

[Andrewcowan]

Thanks for all the information, unfortunately we are completely unable to move our router , hasn’t moved since it was installed. We are probably gonna look at getting it moved 

 to

[nodrogd]

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@Andrewcowan wrote:

Thanks for all the information, unfortunately we are completely unable to move our router , hasn’t moved since it was installed. We are probably gonna look at getting it moved 

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The thing with this method is that Virgin will have to lengthen the specialised coax & possibly change the signal levels to move it. A callout to move kit is not classed as a fault callout so will put you back £99 for something that may not solve the issue. Look at boosters or a mesh system, or even using a third party router that will work far better than the basic VM kit.

[legacy1]

Go get your own wireless router with 1Gb ports and use the hub in modem mode.

[Steven_L]

Hey @Andrewcowan,

Welcome to the community and thanks for getting in touch with us here.

We can arrange for your hub to be moved but as the members have said that it there will be a call out charge of £99 for the team to do this.

Would you like me to arrange this for you?

Regards,

Steven_L