Intermittent connection

[arcircus]

Have an issue with intermittent signal. Engineer has replaced damaged cables outside and now the Virgin hub inside. Still have issues with the signal dropping out. Happens with the Virgin hub in modem mode or not. 

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

1	330750000	-3.7	40	256 qam	25
2	226750000	-3	40	256 qam	12
3	234750000	-3	40	256 qam	13
4	242750000	-3.5	40	256 qam	14
5	250750000	-3.5	43	256 qam	15
6	258750000	-3.5	43	256 qam	16
7	266750000	-3.5	40	256 qam	17
8	274750000	-3.5	43	256 qam	18
9	282750000	-4	40	256 qam	19
10	290750000	-3.7	43	256 qam	20
11	298750000	-4.2	40	256 qam	21
12	306750000	-3.7	40	256 qam	22
13	314750000	-3.5	40	256 qam	23
14	322750000	-3.7	40	256 qam	24
15	338750000	-4.7	40	256 qam	26
16	346750000	-4.2	40	256 qam	27
17	354750000	-4.4	43	256 qam	28
18	362750000	-4.5	40	256 qam	29
19	370750000	-4.2	40	256 qam	30
20	378750000	-4.9	40	256 qam	31
21	386750000	-4.5	40	256 qam	32
22	394750000	-5.5	40	256 qam	33
23	402750000	-6	40	256 qam	34
24	410750000	-6	40	256 qam	35

Downstream bonded channels

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

1	Locked	40.3	461	1325
2	Locked	40.9	632	1271
3	Locked	40.9	608	1328
4	Locked	40.9	585	1412
5	Locked	43.3	592	1382
6	Locked	43.3	517	1472
7	Locked	40.9	512	1587
8	Locked	43.3	508	1413
9	Locked	40.9	446	1364
10	Locked	43.3	469	1574
11	Locked	40.9	482	1233
12	Locked	40.9	460	1429
13	Locked	40.9	449	1352
14	Locked	40.9	481	1492
15	Locked	40.9	451	944
16	Locked	40.9	514	975
17	Locked	43.3	426	1179
18	Locked	40.9	457	1223
19	Locked	40.9	450	1256
20	Locked	40.9	483	950
21	Locked	40.9	500	811
22	Locked	40.3	495	626
23	Locked	40.9	462	657
24	Locked	40.3	520	762

[jbrennand]

If there really is only one upstream channel at 32qam... then there's your issue.  The down channel power levels are on the low side too anf there are post RS errors.  Strt from a clean sheet and do this...

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only another Tech visit will sort.
Also check the Upstream channels have reappeared and all QAM’s are at 64

[arcircus]

Thanks. Done the above. Cables all look fine. Still have issues with intermittent connection/ packet loss.

[carl_pearce]

Check for local issues here:

https://www.virginmedia.com/support/help/service-status

Run the 'Still having issues' check if nothing is returned.

[legacy1]

You might need a new hub

[arcircus]

Had one installed by an engineer, same issue

[arcircus]

Yeah I have been through all the steps and had 2 engineer visits - none of which have fixed the issue.

[legacy1]

faulty amp then

[Kath_P]

Hi arcircus, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that despite several engineer visits, you are still having an issue with your connection. Checking thins this end, I can see a more senior engineer appointment has been booked. 

Can you please let us know how this visit goes?

Thanks, 

[arcircus]

I need a new external cable fitted. The soonest it can be done it’s the 23rd. I don’t think it’s acceptable that I will be without wifi for that long. Can you advise what I can do in this situation please.