Intermittent Broadband

[goldencrow]

This looks like a common issue on the forum. I am experiencing moments where my router will lose access to the internet and then after a while, it will reconnect and I will need to sign in to the router again.

I've followed the steps for rebooting on both the site, Connect App and bot and had no luck.

See the BQM, Downstream info etc

Downstream bonded channels

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

1	139000000	3.4	38	256 qam	1
2	147000000	3.4	38	256 qam	2
3	155000000	3.2	40	256 qam	3
4	163000000	3.4	40	256 qam	4
5	171000000	3.7	38	256 qam	5
6	179000000	3.7	38	256 qam	6
7	187000000	3.9	38	256 qam	7
8	195000000	4	40	256 qam	8
9	203000000	3.7	38	256 qam	9
10	211000000	3.7	38	256 qam	10
11	219000000	3.7	40	256 qam	11
12	227000000	3.7	40	256 qam	12
13	235000000	3.5	40	256 qam	13
14	243000000	3.4	40	256 qam	14
15	251000000	3.2	40	256 qam	15
16	259000000	2.9	40	256 qam	16
17	267000000	2.7	40	256 qam	17
18	275000000	2.5	40	256 qam	18
19	283000000	2.2	40	256 qam	19
20	291000000	2	38	256 qam	20
21	299000000	2	38	256 qam	21
22	307000000	1.9	40	256 qam	22
23	315000000	2	40	256 qam	23
24	323000000	2.2	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	0	0
2	Locked	38.9	5	0
3	Locked	40.9	5	0
4	Locked	40.9	5	0
5	Locked	38.9	5	0
6	Locked	38.9	5	0
7	Locked	38.9	6	0
8	Locked	40.3	4	0
9	Locked	38.9	4	0
10	Locked	38.6	5	0
11	Locked	40.9	5	0
12	Locked	40.3	4	0
13	Locked	40.9	5	0
14	Locked	40.3	5	0
15	Locked	40.9	0	0
16	Locked	40.3	0	0
17	Locked	40.3	3	0
18	Locked	40.3	5	0
19	Locked	40.3	6	0
20	Locked	38.9	12	0
21	Locked	38.6	5	0
22	Locked	40.3	5	0
23	Locked	40.3	5	0
24	Locked	40.3	4	0

[lotharmat]

Are there any known faults?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!

Also post your upstream data - There could be an issue there that is causing the drops!

[goldencrow]

I've called that number and it triggered a reboot of the router. Here's the upstream data, I'll post an update if/when I experience the drops again.

Cheers

Upstream bonded channels

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

1	32600000	37.3	5120	64 qam	5
2	39399983	37.3	5120	64 qam	4
3	46200004	37.3	5120	64 qam	3
4	53699998	37.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[lotharmat]

Hub stats look fine and all within spec!

The BQM tells another story though! - VM Staff will need to take a look at their end and see what's going on!

[LittleMick73]

There seems to be a problem with broadband were I am in East London, the 0800 number is saying no problems however when I go onto My Virgin Media it's telling me that there are faults in my area with broadband and TV.

[Gareth_L]

Hello goldencrow

Sorry to hear about the intermittent service
I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

[Gareth_L]

Hello goldencrow

Thanks for those details 

I have had a look at the background here 

No Outage in the area

Up and downstream levels are healthy and in range 

I can look at booking an engineer to come out if you wish 

That way if it a network issue we can get it looked asap 

Gareth_L