Menu
Reply
lewisd1992
  • 7
  • 0
  • 0
Tuning in
161 Views
Message 1 of 7
Flag for a moderator

Intermittent connection, wired and wireless

Hi i am hoping someone can help.

I am getting intermittent connection issues on both wire and wireless devices.

This happens for 5-10mins spells once every couple of hours.

I have rebooted the router several times which doesn't seem to change anything.

I have had a BQM running since yesterday morning and you can see the results here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/dc6842400ac9687365becb085b30a5e42ada62d4

I am due to renew with Virgin at the end of this month and will seriously consider moving on if this issue isn't resolved, due to working from home full time.

Any help would be appreciated.

Thanks,

Tags (2)
0 Kudos
Reply
jbrennand
  • 20.44K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
145 Views
Message 2 of 7
Flag for a moderator

Re: Intermittent connection, wired and wireless

That's a lovely looking BQM (better than mine) - no evidence of any disconnects in there.

Post up all the Hub stats/data and we can see if there are any clues in there.

--------------------
John
--------------------

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.
lewisd1992
  • 7
  • 0
  • 0
Tuning in
103 Views
Message 3 of 7
Flag for a moderator

Re: Intermittent connection, wired and wireless

Hi John, thanks for replying.

Here are the stats which I think you asked for, let me know if I have missed anything.

Status:

Item Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
60300010
Locked
Provisioning State
Online
 

 

Downstream:

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

11390000004.538256 qam1
21470000004.338256 qam2
31550000004.138256 qam3
41630000004.338256 qam4
51710000004.338256 qam5
61790000004.338256 qam6
71870000004.438256 qam7
81950000004.138256 qam8
9203000000438256 qam9
10211000000438256 qam10
11219000000438256 qam11
122270000003.738256 qam12
132350000003.538256 qam13
142430000003.538256 qam14
152510000003.438256 qam15
162590000003.238256 qam16
17267000000338256 qam17
182750000002.738256 qam18
192830000002.738256 qam19
202910000002.738256 qam20
212990000002.938256 qam21
223070000002.538256 qam22
23315000000338256 qam23
243230000003.238256 qam24


Downstream bonded channels

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

1Locked38.9160
2Locked38.690
3Locked38.950
4Locked38.980
5Locked38.6250
6Locked38.6440
7Locked38.990
8Locked38.9220
9Locked38.690
10Locked38.9170
11Locked38.970
12Locked38.9120
13Locked38.6150
14Locked38.990
15Locked38.9120
16Locked38.9180
17Locked38.670
18Locked38.9190
19Locked38.6180
20Locked38.9940
21Locked38.9570
22Locked38.6300
23Locked38.6390
24Locked38.6160

 

Upstream: 

Upstream bonded channels

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

16030001029.3512064 qam1
24620015629.3512064 qam3
33940000429.3512064 qam4
45369999629.3512064 qam2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0000

 

I have also attached an image of a constant ping to google, which displays the poor connection quality, this was during a period when all devices (wired and wireless) were experiencing the intermittent issues.

virginmediaping.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Hope this helps and we can find some sort of resolution.

Thanks again.

 

0 Kudos
Reply
jbrennand
  • 20.44K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
65 Views
Message 4 of 7
Flag for a moderator

Re: Intermittent connection, wired and wireless

Yes all of t=your upstream power levels are way below the recommended minimum value (34dBmV).

You need to call it in as that will need a tech visit to rectify.

--------------------
John
--------------------

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.
lewisd1992
  • 7
  • 0
  • 0
Tuning in
63 Views
Message 5 of 7
Flag for a moderator

Re: Intermittent connection, wired and wireless

Thanks for the advice John, is there specific number or department i need to speak to?
0 Kudos
Reply
jbrennand
  • 20.44K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
53 Views
Message 6 of 7
Flag for a moderator

Re: Intermittent connection, wired and wireless

Try calling it in as a fault (on 150 VM line - or 0345 454 1111 others) and see what they say when they test your connection - n.b.- the UK call centre is still picking up and calling at 08.00 (Mon-Sat) or 09.00 (Sun) gives the best chance of getting through quickly.

If you get into an automated cycle of reboot and then they disconnect the call - just try back in a few minutes as the system should "know" you just called and are calling back and so put you in the queue. You can try options 1,1,4,4 (thinking of leaving) as those calls often get picked up quickest - they will reroute you to the queue.

You can also text them on 07533 051809 include account name/number and what the issue is – replies usually take longer.

Or, a VM person should pick this thread up and be able to help but it can take 5-10 days.

--------------------
John
--------------------

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.
lewisd1992
  • 7
  • 0
  • 0
Tuning in
50 Views
Message 7 of 7
Flag for a moderator

Re: Intermittent connection, wired and wireless

great thanks a lot.
0 Kudos
Reply