Menu
Reply
goldencrow
  • 2
  • 0
  • 0
Joining in
180 Views
Message 1 of 7
Flag for a moderator

Intermittent Broadband

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

goldencrow_0-1625134695181.png

Downstream bonded channels

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

11390000003.438256 qam1
21470000003.438256 qam2
31550000003.240256 qam3
41630000003.440256 qam4
51710000003.738256 qam5
61790000003.738256 qam6
71870000003.938256 qam7
8195000000440256 qam8
92030000003.738256 qam9
102110000003.738256 qam10
112190000003.740256 qam11
122270000003.740256 qam12
132350000003.540256 qam13
142430000003.440256 qam14
152510000003.240256 qam15
162590000002.940256 qam16
172670000002.740256 qam17
182750000002.540256 qam18
192830000002.240256 qam19
20291000000238256 qam20
21299000000238256 qam21
223070000001.940256 qam22
23315000000240256 qam23
243230000002.240256 qam24



Downstream bonded channels

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

1Locked38.600
2Locked38.950
3Locked40.950
4Locked40.950
5Locked38.950
6Locked38.950
7Locked38.960
8Locked40.340
9Locked38.940
10Locked38.650
11Locked40.950
12Locked40.340
13Locked40.950
14Locked40.350
15Locked40.900
16Locked40.300
17Locked40.330
18Locked40.350
19Locked40.360
20Locked38.9120
21Locked38.650
22Locked40.350
23Locked40.350
24Locked40.340
0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
169 Views
Message 2 of 7
Flag for a moderator

Re: Intermittent Broadband

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
goldencrow
  • 2
  • 0
  • 0
Joining in
161 Views
Message 3 of 7
Flag for a moderator

Re: Intermittent Broadband

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

13260000037.3512064 qam5
23939998337.3512064 qam4
34620000437.3512064 qam3
45369999837.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
157 Views
Message 4 of 7
Flag for a moderator

Re: Intermittent Broadband

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!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
LittleMick73
  • 5.04K
  • 520
  • 865
Superstar
156 Views
Message 5 of 7
Flag for a moderator

Re: Intermittent Broadband

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.
0 Kudos
Reply
Gareth_L
  • 6.89K
  • 423
  • 778
Forum Team
Forum Team
59 Views
Message 6 of 7
Flag for a moderator

Re: Intermittent Broadband

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

0 Kudos
Reply
Gareth_L
  • 6.89K
  • 423
  • 778
Forum Team
Forum Team
28 Views
Message 7 of 7
Flag for a moderator

Re: Intermittent Broadband

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

0 Kudos
Reply