Menu
Reply
JenseRony
  • 10
  • 0
  • 0
Tuning in
356 Views
Message 1 of 8
Flag for a moderator

Intermittent internet drops - faulty router?

Hi there,

I've been having issues my internet connexion over the past few weeks and it's becoming quite insufferable working from home in this condition.

Long story short, internet connection intermitently drops. The wifi signal might disappear for a short time and my ethernet connected devices loose internet connection. This usually comes back after a couple of minutes.

Broadband signal seems ok as illustrated:

7c9107c0e16f86cca365a386a69df195545e00c1-26-07-2021

Here are network status data:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 6.6 38 256 qam 25
2 203000000 7.5 38 256 qam 9
3 211000000 7.4 38 256 qam 10
4 219000000 6.8 38 256 qam 11
5 227000000 6.6 38 256 qam 12
6 235000000 6 38 256 qam 13
7 243000000 6 38 256 qam 14
8 251000000 5.9 38 256 qam 15
9 259000000 6 38 256 qam 16
10 267000000 5.8 38 256 qam 17
11 275000000 6 38 256 qam 18
12 283000000 6 38 256 qam 19
13 291000000 6.3 38 256 qam 20
14 299000000 6.5 38 256 qam 21
15 307000000 7 38 256 qam 22
16 315000000 7 38 256 qam 23
17 323000000 6.6 38 256 qam 24
18 339000000 6.4 38 256 qam 26
19 347000000 6.5 38 256 qam 27
20 355000000 5.9 38 256 qam 28
21 363000000 5.6 38 256 qam 29
22 371000000 5.4 38 256 qam 30
23 379000000 5.1 38 256 qam 31
24 387000000 4.8 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 363 149
2 Locked 38.6 471 48
3 Locked 38.6 365 62
4 Locked 38.6 379 131
5 Locked 38.9 349 123
6 Locked 38.6 404 80
7 Locked 38.9 375 46
8 Locked 38.6 274 66
9 Locked 38.6 234 78
10 Locked 38.6 295 64
11 Locked 38.6 244 40
12 Locked 38.9 236 80
13 Locked 38.6 246 63
14 Locked 38.6 345 66
15 Locked 38.9 242 64
16 Locked 38.9 242 150
17 Locked 38.9 222 191
18 Locked 38.6 284 58
19 Locked 38.6 278 141
20 Locked 38.9 249 100
21 Locked 38.9 226 75
22 Locked 38.6 249 95
23 Locked 38.9 300 4040
24 Locked 38.6 273 1506

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200112 39.5 5120 64 qam 3
2 39399895 39.3 5120 64 qam 4
3 25800229 38.2 5120 16 qam 6
4 32599992 39 5120 64 qam 5


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 5 0
4 ATDMA 0 0 0 0

I'm thinking this is a router issue because accessing the router is particularly slow and I have issues accessing the admin panel when these issues occur despite being connected to it via ethernet.

0 Kudos
Reply
Andrew-G
  • 8.16K
  • 1.36K
  • 3.69K
Very Insightful Person
Very Insightful Person
340 Views
Message 2 of 8
Flag for a moderator

Re: Intermittent internet drops - faulty router?

Could be the hub playing up, but my suspicion is a simple noise problem - the upstream modulation has dropped off on one channel, there's a fair number of upstream timeouts, and the downstream channels have an over-generous sprinkling of post-RS errors. Ideally you don't want the hub replacing, as there's a supply problem and you might find your Hub 3 replaced with some six year old techno-antique fished out of the skip behind VM Towers, and whilst that should still give you working internet, at six years old and potentially over 50,000 hours run time it's very much in the autumnal years of its service life.

Whilst a reboot or reset should zero the error counters, and might get a temporary reprieve by re-registering all channels, that won't address an underlying noise problem.  I'll mark this for staff to take a look and advise.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Jodi_S
  • 2.56K
  • 140
  • 259
Forum Team
Forum Team
336 Views
Message 3 of 8
Flag for a moderator

Re: Intermittent internet drops - faulty router?

Hi JenseRony,

 

Thanks for posting on our community forums. Sorry to hear that you're experiencing issues with our internet services, we understand the frustration this issue can cause.

 

Remotely looking from our end, we have done some further checks and can see that you are indeed being affected by downstream power level issues. Due to this I will pop you over a private message as we will need to book a technician out to address this issue for you. 

 

Please click on the purple envelope to accept the chat. 

 

Kind regards Jodi. 

0 Kudos
Reply
JenseRony
  • 10
  • 0
  • 0
Tuning in
323 Views
Message 4 of 8
Flag for a moderator

Re: Intermittent internet drops - faulty router?

Thanks to both of you, I've followed up by DM with you Jodi.

I'll have a look at re-registering channels on the router in the meantime to see if it helps.

0 Kudos
Reply
Jodi_S
  • 2.56K
  • 140
  • 259
Forum Team
Forum Team
316 Views
Message 5 of 8
Flag for a moderator

Re: Intermittent internet drops - faulty router?

Hi JenseRony,

 

Just a quick message to say I have now booked the engineers visit for you. I have sent you a private message with the time and date.

 

If you need to re-schedule or cancel you can do so here.

 

If you need any further help please come back to us through this channel, and keep us posted with how the visit goes.

 

Kind regards Jodi. 

0 Kudos
Reply
JenseRony
  • 10
  • 0
  • 0
Tuning in
178 Views
Message 6 of 8
Flag for a moderator

Re: Intermittent internet drops - faulty router?

Hi there,

I'm re-opening this ticket as I'm back from a break to a very unstable internet. Connection seems to drops every 30 seconds and unreliable. This is despite the intervention of an engineer a few months ago.

Some data from the router:

Downstream bonded channels

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

13310000004.538256 qam25
22030000004.838256 qam9
32110000004.538256 qam10
42190000004.438256 qam11
5227000000438256 qam12
62350000003.738256 qam13
72430000003.738256 qam14
82510000003.538256 qam15
92590000003.738256 qam16
102670000003.538256 qam17
112750000003.538256 qam18
122830000003.938256 qam19
132910000003.938256 qam20
142990000004.338256 qam21
153070000004.838256 qam22
163150000004.538256 qam23
173230000004.838256 qam24
183390000004.338256 qam26
193470000004.338256 qam27
203550000003.938256 qam28
213630000003.738256 qam29
223710000003.538256 qam30
233790000003.238256 qam31
243870000003.238256 qam32



Downstream bonded channels

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

1Locked38.950
2Locked38.670
3Locked38.950
4Locked38.660
5Locked38.650
6Locked38.650
7Locked38.650
8Locked38.900
9Locked38.950
10Locked38.630
11Locked38.930
12Locked38.640
13Locked38.640
14Locked38.950
15Locked38.660
16Locked38.900
17Locked38.640
18Locked38.600
19Locked38.950
20Locked38.650
21Locked38.940
22Locked38.660
23Locked38.960
24Locked38.900

 

Upstream bonded channels

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

16030000043.8512064 qam1
24620000043512064 qam3
33940000043512064 qam4
45370000043.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Thanks for the support

0 Kudos
Reply
JenseRony
  • 10
  • 0
  • 0
Tuning in
171 Views
Message 7 of 8
Flag for a moderator

Re: Intermittent internet drops - faulty router?

Including broadband monitoring

My Broadband Ping - Home VM

0 Kudos
Reply
Tom_F
  • 4.08K
  • 241
  • 525
Forum Team
Forum Team
144 Views
Message 8 of 8
Flag for a moderator

Re: Intermittent internet drops - faulty router?

Hi JenseRony, very sorry to hear issues have cropped up again. I understand that last time the engineer was booked there was an issue with SNR and the downstream power levels, it looks like there may be an issue on the upstream now - although the levels are within spec, with natural fluctuations that can be expected this may be cause of the issues you've been experiencing. 

 

We'll need to arrange a follow-up visit for you so this can be looked at again, please get back to me via PM and we'll be able to get that sorted.

 

Tom 

 

0 Kudos
Reply