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boryssts
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Message 11 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Hi Legacy1

The droops happen at random

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    Pinging 194.168.4.100 with 32 bytes of data:
    Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
    Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
    Reply from 194.168.4.100: bytes=32 time=7ms TTL=61
    Reply from 194.168.4.100: bytes=32 time=7ms TTL=61

    Ping statistics for 194.168.4.100:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 7ms, Maximum = 10ms, Average = 8ms

    Pinging 194.168.4.100 with 32 bytes of data:
    Reply from 194.168.4.100: bytes=32 time=10ms TTL=61
    Reply from 194.168.4.100: bytes=32 time=12ms TTL=61
    Reply from 194.168.4.100: bytes=32 time=9ms TTL=61
    Reply from 194.168.4.100: bytes=32 time=9ms TTL=61

    Ping statistics for 194.168.4.100:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 9ms, Maximum = 12ms, Average = 10ms

    The second ping test I did while performing a speed test at Ookla, I don't get any packet loss while performing speed test, it all happens at random.
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boryssts
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Message 12 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Hi jbrennand

So I left the BQM running as you said with only the VM HUB 3.0 plugged in from close to midnight till 8am, please have a look at the BQM snapshot for today.

My Broadband Ping - VM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08cb877b2c628b39c332c1be21f651e775468a15-28-05-2022

 

As you see the disconnect continued through the night, not as frequent as during the day graph shows. Perhaps hardware issues with VM Hub?

Regards,

Sebastian

 

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jbrennand
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Message 13 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Yep - either a Hub or connection issue- I will ask VM to come here and take a look

--------------------
John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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boryssts
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Message 14 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Hi John

Today the VM engineer swapped the Hub for new and nothing has changed, the graph shows after 1pm today it continues to reset and it affects both broadband and the TV channels as every few minutes they show C... something error. Even the engineer was puzzled because he could not get the new Hub to connect. It only connected after good 20 minutes.

He run the tests on noise online and he said there wasn't any noise, but clearly, there is some hardware faulty in the chain.

Kind Regards,

Sebastian

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Beth_G
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Message 15 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Hi boryssts,

Welcome to the Community Forums! Thank you for your post. 

I'm sorry to hear you've been experiencing an intermittent connection over the past few days and that things weren't resolved after your engineer visit.

I've been able to take a look on this end and I can see that there was recently a known outage in your area that has been reported as resolved this morning. It's likely that this was the reason for the issues you've been having. Can you please let me know if you're still having trouble with your connection? We'd love to help further if needed.

Kind regards

Beth
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boryssts
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Message 16 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Hi Beth,

Thank you for looking into this matter however I am afraid the recent fix in my area has not resolved the issue and broadband keeps disconnecting, please have a look at the BQM graph, I keep monitoring my connection into the VM Hub and going out to (to my friend's server and I can see precise logs when the broadband disconnects).

 

My Broadband Ping - VM

From the tests that were suggested on this forum and my experience with hardware failures as an electronic engineer, I am to believe something is overloading and as the failures are getting more frequent over the last week, pointing to hardware degradations.

Also, network dropouts are more frequent during the day than night, and most active between noon and 10pm. The last few days of BQM were quite consistent. Furthermore, the actual network speed and ping are reasonable, till the network is about to drop then the ping will go over 1000ms and the speed drops and disconnects.

Kind Regards,

Sebastian

 

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boryssts
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Message 17 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Hi Beth,

I have not heard from you since Sunday is someone looking into this issue ? As the broadband keeps disconnecting please have a look at the graph. Yesterday I was forced to dial into meetings from my mobile phone as in the first 20 minutes of the meeting the broadband disconnected more than five times

My Broadband Ping - VM

Regards,

Sebastian

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boryssts
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Message 18 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Hi Beth,

Just to add the TV channels display error code CS2004 every few minutes and the picture gets all fuzzy and jittery

Kind regards,

Sebastian

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newapollo
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Message 19 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Hi again Sebastian,

The CS2004 error is displayed when the 360 box has poor or no signals present. 

You need to check that the coaxial cable is securely connected.

It is the original VM coaxial cable isn't it, without any extensions, no non virgin supplied splitters?

https://www.virginmedia.com/help/virgin-tv-error-codes/cs2004 

Dave

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boryssts
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Message 20 of 42
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Re: Intermidiate network, conection drops frequently between 30minutes 60minutes

Hi Dave,

The Coaxial cable and all splitters as supplied by VM, I had an engineer inspect the connection and cables on Saturday and there weren't any issues with the cable(the engineer had replaced the hub3), however, my broadband and TV keep disconnecting multiple times within an hour and it is getting a little bit under my skin(no faults reported in my area).

However, I will check the cables again just as a sanity check.

Kind Regards,

Sebastian

 

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