Intermittent connection

[Pacm0n1]

I keep having issues where the Internet drops. The light stays white on my hub 5. This happens regardless whether I'm connected by WiFi or via ethernet. 

Using the virgin app it sometimes says intermittent signal issues in my area but more often than not it recommends doing a full reset to my hub. Which has been done to no avail. 

I previously had an engineer out for the same issue when it happened previously. Although that time the app consistently knew there was a problem. The engineer did nothing though as said then the area problem had been fixed. 

I am getting beyond annoyed now. 

Is this likely to be an issue with the hub or at virgins end? 

[Client62]

The automated service on 0800 561 0061 is best to see if there is a fault in your street.

Beyond that you can review (or share) the Hub Downstream & Upstream signal details to see if there are any obvious connection issues.

[Pacm0n1]

Thank you the automated service says there are no faults. Signal details are as follows:

.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 147000000 1.4 40 QAM 256 2
2 139000000 2 40 QAM 256 1
3 155000000 1.6 40 QAM 256 3
4 163000000 1.8 40 QAM 256 4
5 171000000 2.2 40 QAM 256 5
6 179000000 1.5 40 QAM 256 6
7 187000000 1.8 40 QAM 256 7
8 195000000 2.4 40 QAM 256 8
9 203000000 2.6 40 QAM 256 9
10 211000000 2.3 40 QAM 256 10
11 219000000 1.9 40 QAM 256 11
12 227000000 2.2 40 QAM 256 12
13 235000000 2.3 40 QAM 256 13
14 243000000 2.3 40 QAM 256 14
15 251000000 1.6 40 QAM 256 15
16 259000000 1.6 40 QAM 256 16
17 267000000 1.7 40 QAM 256 17
18 275000000 1.9 40 QAM 256 18
19 283000000 1.5 40 QAM 256 19
20 291000000 1.3 40 QAM 256 20
21 299000000 1.3 40 QAM 256 21
22 307000000 1.7 40 QAM 256 22
23 315000000 1.7 40 QAM 256 23
24 323000000 1 40 QAM 256 24
25 331000000 1.2 40 QAM 256 25
26 339000000 1.4 40 QAM 256 26
27 347000000 1.7 40 QAM 256 27
28 355000000 1.3 40 QAM 256 28
29 363000000 1.3 40 QAM 256 29
30 371000000 1.3 40 QAM 256 30
31 379000000 1.8 40 QAM 256 31
3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40 19952 22894
2 Locked 40 150276 37661
3 Locked 40 129285 9753
4 Locked 40 659523 203956
5 Locked 40 64155 24289
6 Locked 40 748390 141876
7 Locked 40 265830 1212
8 Locked 40 3943 493
9 Locked 40 3453 328
10 Locked 40 3361 416
11 Locked 40 3249 346
12 Locked 40 3027 96
13 Locked 40 3050 37
14 Locked 40 2357 0
15 Locked 40 1554 0
16 Locked 40 919 0
17 Locked 40 497 0
18 Locked 40 142 0
19 Locked 40 49 0
20 Locked 40 11 0
21 Locked 40 11 0
22 Locked 40 5 0
23 Locked 40 1 0
24 Locked 40 2 0
25 Locked 40 0 0
26 Locked 40 0 0
27 Locked 40 0 0
28 Locked 40 0 0
29 Locked 40 0 0
30 Locked 40 0 0
31 Locked 40 0 0
3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 94 4K 1840 QAM 4096 1108
3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33 Locked 42 4.3 111529680 453

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 60300000 38.5 5120 QAM 64 5
1 53700000 38.5 5120 QAM 64 6
2 46200000 39.3 5120 QAM 64 7
3 39400000 38.8 5120 QAM 64 8
4 32600000 38.3 5120 QAM 64 11
5 23600000 38.8 5120 QAM 64 12
3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0 ATDMA 0 30 54 0
1 ATDMA 0 30 72 0
2 ATDMA 0 30 72 0
3 ATDMA 0 30 52 0
4 ATDMA 0 30 53 0
5 ATDMA 0 30 72 0

General Configuration

Network access Allowed
Maximum Number of CPEs 3
Baseline Privacy Enabled
DOCSIS Mode 3.1
Config file cmreg-vmdg660-bbt076+voc-b.cm
Primary Downstream Service Flow

SFID 115120
Max Traffic Rate 1230000450 bps
Max Traffic Burst 42600bytes
Min Traffic Rate 0 bps
SFID 115122
Max Traffic Rate 128000 bps
Max Traffic Burst 3044bytes
Min Traffic Rate 0 bps
Primary Upstream Service Flow

SFID 115119
Max Traffic Rate 110000274 bps
Max Traffic Burst 42600bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 42600bytes
Scheduling Type Best Effort
SFID 115121
Max Traffic Rate 128000 bps
Max Traffic Burst 3044bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 1522bytes
Scheduling Type Best Effort

[Sabrina_B]

Hi @Pacm0n1 👋.

Thanks for reaching out to us, apologies for the delay in responding and the issues you have had with your Hub. Can i ask have you been able to get this resolved or do you require further assistance?

Let us know. 

Sabrina

[Pacm0n1]

An engineer has been today. He said the fibre was very dirty inside the outside box and a red light was showing inside the box thst shouldn't be. He's cleaned the fibre and replaced the bit that had a red light so is hoping that should fix it.