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kennedyliam38
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Message 1 of 14
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Intermittent loss of internet

So I’ve been having this problem for months now! Every other day, sometimes every day, I get a red light on my Hub 3 and my internet cuts out for 5-15mins. I’ve reset it more times than I can count, checked the cables are tight and been on the phone to tech support multiple times with no resolution. I am now using my Hub 3 in modem mode, connected to my two Google Nest router mesh network. The network works excellently and I get my full 500MBPS everywhere in my flat. BUT, the internet signal to my Hub 3 is still cutting out. So what do I do? I waited two years for Virgin to come to my area and immediately I jumped ship. Now I’m honestly regretting it and I hate that. I used Virgin all my teenage life in my parents house and I never had anything but a good experience. Also, an  engineer came out about a month ago but said there was nothing wrong with my connection. Virgin also recently ordered me a replacement router but for some reason a Hub 2ac was sent out and it didn’t work. I feel that Virgin should at least send me out a new Hub 3/4 and hopefully this will fix the signal loss issue. I really feel that an engineer should also come out to check the entire cabling system from my Hub all the way out to the box to make sure there are no issues in that sense. Any help would be appreciated. I can’t bare to spend more hours on the phone not being listened to and being told to do pointless resets on my router. 

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Richw1982
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Message 2 of 14
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Re: Intermittent loss of internet

What are your upstream and downstream levels?  If the bottom light is going solid red, this isn't a signal issue, but an issue with the hub itself.  Usually means its overheating

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kennedyliam38
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Re: Intermittent loss of internet

It’s a flashing red light. I can’t see why the Hub would be overheating. Below is what you requested. I have replied three times as it exceeded the max character amount.

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

5.8

38

256 qam

9

2

211000000

5.9

38

256 qam

10

3

219000000

6

38

256 qam

11

4

227000000

6

38

256 qam

12

5

235000000

5.8

38

256 qam

13

6

243000000

5.8

38

256 qam

14

7

251000000

5.9

38

256 qam

15

8

259000000

5.5

38

256 qam

16

9

267000000

5.8

38

256 qam

17

10

275000000

5.8

38

256 qam

18

11

283000000

5.8

38

256 qam

19

12

291000000

5.4

38

256 qam

20

13

299000000

5.8

38

256 qam

21

14

307000000

5.8

38

256 qam

22

15

315000000

5.3

38

256 qam

23

16

323000000

5.3

38

256 qam

24

17

363000000

5.6

38

256 qam

25

18

371000000

5.8

38

256 qam

26

19

379000000

5.6

38

256 qam

27

20

387000000

5.6

38

256 qam

28

21

395000000

5.6

38

256 qam

29

22

403000000

5.6

38

256 qam

30

23

411000000

5.9

38

256 qam

31

24

419000000

5.8

38

256 qam

32

 

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kennedyliam38
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Message 4 of 14
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Re: Intermittent loss of internet

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

5

0

2

Locked

38.9

6

0

3

Locked

38.9

5

0

4

Locked

38.9

6

0

5

Locked

38.9

6

0

6

Locked

38.9

5

0

7

Locked

38.9

5

0

8

Locked

38.9

0

0

9

Locked

38.6

5

0

10

Locked

38.6

4

0

11

Locked

38.9

5

0

12

Locked

38.6

6

0

13

Locked

38.9

5

0

14

Locked

38.9

4

0

15

Locked

38.6

1

0

16

Locked

38.9

1

0

17

Locked

38.9

5

0

18

Locked

38.9

5

0

19

Locked

38.6

7

0

20

Locked

38.9

7

0

21

Locked

38.9

5

0

22

Locked

38.9

5

0

23

Locked

38.9

5

0

24

Locked

38.9

5

0

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kennedyliam38
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Message 5 of 14
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Re: Intermittent loss of internet

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700014

32.5

5120

64 qam

2

2

46200000

32.5

5120

64 qam

3

3

39399995

32.3

5120

64 qam

4

4

60300204

32

5120

64 qam

1

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

1

0

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jbrennand
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Message 6 of 14
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Re: Intermittent loss of internet

Your upstream power levels are below the recommended minima of~35dBmV so that "could" be causing the issues - you need VM to look at it in more detail.

Call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly.

A VM person should pick this up here and respond, but it can take a few days for them to get here.

--------------------
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.
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Paul_DN
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Message 7 of 14
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Re: Intermittent loss of internet

Hi kennedyliam38,

 

 

Thank you for reaching back out to us, we are sorry to hear you were having Intermittent loss of internet, I can see you had a technician visit since your post, how are things now?

 

 

Regards

 

Paul.

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kennedyliam38
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Message 8 of 14
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Re: Intermittent loss of internet

Hi,

The engineer came out and checked everything. He told me that the coaxial connection into my Hub was a tiny bit loose. Other than that the only problem could be the Hub I was told. It’s been about a week since his visit and our internet drops out 2/3 times every day and it’s becoming extremely frustrating, especially when our bills aren’t correct either(separate issue). At this point the only option is to replace our Hub 3. This was said by the engineer too. But I don’t know how to go about this as I can’t get back in contact with the same engineer. Can anyone help me??

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Steven_L
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Message 9 of 14
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Re: Intermittent loss of internet

Thanks for updating us about the visit from our engineer and I'm sorry that the issues haven't yet been resolved.

 

I have looked into your account and cannot see anything that would be causing such issue.

 

Have you tried a pin hole reset of your hub since the issues started? This might not fix the issue but maybe worth a try to see if this can improve your connection stability. 

 

Regards,

Steven_L

 

 

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kennedyliam38
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Message 10 of 14
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Re: Intermittent loss of internet

Hi,

 

yes we have reset the hub more times than I can remember. We’ve done absolutely everything OTHER than replace the hub, which is what needs done. Please can someone advise me on how to replace the hub.

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