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Jac70
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Intermittent Connection

I am in South Leeds, area reference 22. 100MB connection and using a Superhub 2ac or WiFi.

On Friday morning I noticed drop outs for my connection. This lasted about an hour and then resolved. I noticed the same on Saturday morning, I powered off the Superhub and it seemed to resolve. Monday afternoon the issue was back and persisted all evening, sometimes dropping out entirely and sometimes running OK.

I ran the connection tests on the Virgin Media website which found no problems. I powered the hub off for 60 seconds and restarted. I vaccumed the hub location and the unit itself. I checked the cables from the wall and the router and there seems to be no problems. I ordered a Superhub 3 to see if that would have an effect, that will arrive on Friday and I am guessing that it should be better than the one I have been using. The one I have now has been on constantly for probably near ten years.

I have been working from home this morning and the connection has been terrible. I am seeing 80% packet loss.

ping.jpgCM.jpg

 

I would appreciate any advice. I will be working from home again on Thursday so would like to get this working reliably again.

Regards

Jac

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Jac70
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Re: Intermittent Connection

Downstream

Frequency (Hz)218750000202750000210750000226750000234750000242750000250750000258750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID119101213141516
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)18.1117.9918.3617.8317.9917.7518.2118.13
RxMER (dB)37.9437.9437.6437.6438.2638.2638.2638.26
Pre RS Errors
4742013330301294340290289
Post RS Errors
271294300281294339290277

 

Upstream

Channel Type2.02.02.02.0
Channel ID4321
Frequency (Hz)25800000326000003940000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)33.0033.0033.0034.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts001244
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
15/06/2021 09:26:04 GMT15/06/2021 09:26:04 GMTCritical (3)82000200No Ranging Response received - T3 time-out
 
 
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Adduxi
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Re: Intermittent Connection

Your Downstream power is too high and the Upstream is too low.  You will need an engineer to fix this.  Best to ring in to VM @08:00 to get the shortest queues.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Jac70
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Message 4 of 13
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Re: Intermittent Connection

The connection sorted itself out and worked fine all Tuesday afternoon and evening. Worked fine this morning, when I got back home this afternoon it was working fine - watching a Tennis match. Then about 16:20 it started again, dropping connection every 10 seconds.

I looked back though my forum posts and saw that I had a similar issue back in 2018 which resolved itself somehow. I had also uploaded my Upstream/Downstream stats and I saw that back in 2018 my Downstream was even higher than it is now. So, the router has been working more or less fine with those stats for the last 3 years with only occasional total service drop outs.

I should receive a Hub3 on Friday - I am wondering if that device will be more tolerant of these power levels or would it be wise to just book an engineer visit. Myself, I am not convinced this is the issue - to me it feels more like a congestion issue on my local ring.

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Jac70
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Re: Intermittent Connection

So, I phoned 789 and received an automated message that there are known issues in my area. Weirdly there is no mention of this on the VM service status page - odd as this has been happening since at least Friday.

I'll look forward to the discount on my next bill  - oh wait 😄

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lotharmat
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Re: Intermittent Connection

The web and the phone number look at different 'areas of concern' I believe the phone number is the more granular whereas the web service is more broad - You're more likely to see issues on the phone number than the web!



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

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Paulina_Z
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Re: Intermittent Connection

Hi @Jac70,

 

Welcome back to our Community Forum. Thank you for your post and I'm sorry to hear that you're experiencing some connection issues.

 

Have you been able to run some equipment tests via our Service Status page? What was the results?

 

I was able to locate your account and I run some further tests. I can see that you're experiencing some upstream and downstream issues. A technician will have to be booked to look into this issue for you and resolve this. 

 

Before I can book the appointment, I will have to confirm a few details with you over Private Message. Please keep an eye our for a purple envelope at the top right corner of your forum page. 

 

I will be in touch soon.

 

Thanks! 🙂

Paulina_Z
Forum Team



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Paulina_Z
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Re: Intermittent Connection

Hi @Jac70

 

Thank you for confirming your details over Private Message.

 

I was able to book a technician appointment for you which you can manage on your online account.

 

If you're having issues seeing the appointment, please let me know and I'll be able to confirm the time and date for you if needed over Private Message.

 

Please keep us updated on your appointment and let us know how your connection is after.

 

Thanks!

 

Paulina_Z
Forum Team



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Jac70
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Re: Intermittent Connection

I see no mention of an appointment on my VM page.

As for the connection - it has been fine since Wednesday evening. When I phoned 789 I selected the option to receive messages to keep me informed of work being done on my line but haven't recieved anything yet.

Today I received the Superhub 3 and set that up. It is working fine - actually better than my 2ac. Latency seems to have improved and the service feels snappier overall.

So, I still have these out of spec power levels but no apparent ill effects. I will monitor over the next few days to see if anything changes.

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Jac70
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Re: Intermittent Connection

An engineer called on Saturday morning and fitted a device to the router to adjust the power levels - my downstream power level is now circa 7 and upstream circa 40.

As I stated earlier the connection had been fine since Wednesday evening. I don't think the router or the out of spec power levels were the issue. The engineer stated that work was being done in the area with a prospective solve date of 21/6/21. I still have not received any messages to my phone to update me on the issues in my area and the Service Status page on VM still states that there are no known issues.

Now Sunday the 20th the issue has returned. I am seeing constant drops to my connection and packet loss typically 80%.

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