Virgin Media Community

[lewisd1992]

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,

[jbrennand]

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.

[lewisd1992]

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

1	139000000	4.5	38	256 qam	1
2	147000000	4.3	38	256 qam	2
3	155000000	4.1	38	256 qam	3
4	163000000	4.3	38	256 qam	4
5	171000000	4.3	38	256 qam	5
6	179000000	4.3	38	256 qam	6
7	187000000	4.4	38	256 qam	7
8	195000000	4.1	38	256 qam	8
9	203000000	4	38	256 qam	9
10	211000000	4	38	256 qam	10
11	219000000	4	38	256 qam	11
12	227000000	3.7	38	256 qam	12
13	235000000	3.5	38	256 qam	13
14	243000000	3.5	38	256 qam	14
15	251000000	3.4	38	256 qam	15
16	259000000	3.2	38	256 qam	16
17	267000000	3	38	256 qam	17
18	275000000	2.7	38	256 qam	18
19	283000000	2.7	38	256 qam	19
20	291000000	2.7	38	256 qam	20
21	299000000	2.9	38	256 qam	21
22	307000000	2.5	38	256 qam	22
23	315000000	3	38	256 qam	23
24	323000000	3.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	16	0
2	Locked	38.6	9	0
3	Locked	38.9	5	0
4	Locked	38.9	8	0
5	Locked	38.6	25	0
6	Locked	38.6	44	0
7	Locked	38.9	9	0
8	Locked	38.9	22	0
9	Locked	38.6	9	0
10	Locked	38.9	17	0
11	Locked	38.9	7	0
12	Locked	38.9	12	0
13	Locked	38.6	15	0
14	Locked	38.9	9	0
15	Locked	38.9	12	0
16	Locked	38.9	18	0
17	Locked	38.6	7	0
18	Locked	38.9	19	0
19	Locked	38.6	18	0
20	Locked	38.9	94	0
21	Locked	38.9	57	0
22	Locked	38.6	30	0
23	Locked	38.6	39	0
24	Locked	38.6	16	0

Upstream: 

Upstream bonded channels

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

1	60300010	29.3	5120	64 qam	1
2	46200156	29.3	5120	64 qam	3
3	39400004	29.3	5120	64 qam	4
4	53699996	29.3	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	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

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.

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

Thanks again.

[jbrennand]

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.

[lewisd1992]

Thanks for the advice John, is there specific number or department i need to speak to?

[jbrennand]

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.

[lewisd1992]

great thanks a lot.