Internet completely cutting out every few minutes, 100% packet loss for a split second.

[11aidandawes]

A few days ago, on Monday 1st April, the internet was down for everyone in my postcode, it came back on 2nd April at around noon but since then my internet has been randomly cutting out on all of the devices in my house, some are wireless and some are wired with ethernet cables.

I will be playing a video game and every few minutes the internet completely cuts out for a split second so for about a second every few minutes I get 100% packet loss, as you can imagine this is not ideal for gaming at all.

I'm wondering if there is still a partial outage in my area or if something happened to my router after the outage was fixed, I have reset my router twice now by unplugging it for about a minute and then plugging it in, i've also unplugged all the ethernet cables and plugged them back in, none of this helped.

Any suggestions on what might be causing this? Keep in mind I had ZERO issues before the outage in my area a few days back and didn't mess with anything during the outage or afterwards, it was only when a couple of days passed and I was still getting the issue that I started to troubleshoot.

Any help would be much appreciated, thank you very much. 

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

[11aidandawes]

Hi, I've tried calling the number you suggested and the answer machine asks for my account number, I keep typing it in 100% correct and it keeps saying it can't find my account information and I have no idea why.

Is there any way I can get through to a Virgin Media support member and have them check if there's any issues with my connection? 

[11aidandawes]

Hi again,

Sorry I was giving them the wrong account number, I've managed to enter the correct one now and I was told there aren't any issues in my area at the moment. 

As I previously said, my internet was fine last week but then it went down in my area on Monday and every since it came back on i've been having problems. 

[11aidandawes]

I've called Area faults, they said there isn't any faults in my area right now. However there were faults in my area on Monday 1st April and my internet was down for a day, the issue has only started since my internet has come back on.

I have now fully factory reset my router and I am still getting issues, this is across both a PC connected via ethernet cable and a PS5 connected via wireless Wi-Fi so it's definitely not the fault of any of our devices or cables.

[Tudor]

Setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues.

Post full stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[11aidandawes]

3.0 Downstream channels

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

1	139000000	4.599998	38.983261	QAM256	1
2	147000000	4.199997	38.605377	QAM256	2
3	155000000	4.199997	38.983261	QAM256	3
4	163000000	3.700001	38.605377	QAM256	4
5	171000000	3.400002	38.605377	QAM256	5
6	179000000	3.200001	38.605377	QAM256	6
7	187000000	3.299999	38.983261	QAM256	7
8	195000000	3.099998	38.605377	QAM256	8
9	203000000	2.900002	38.983261	QAM256	9
10	211000000	3.000000	38.983261	QAM256	10
11	219000000	3.200001	38.605377	QAM256	11
12	227000000	3.200001	38.605377	QAM256	12
13	235000000	3.099998	38.605377	QAM256	13
14	243000000	3.000000	38.983261	QAM256	14
15	251000000	3.000000	38.605377	QAM256	15
16	259000000	3.200001	38.983261	QAM256	16
17	267000000	3.200001	38.983261	QAM256	17
18	275000000	3.000000	38.605377	QAM256	18
19	283000000	2.599998	38.605377	QAM256	19
20	291000000	2.500000	38.983261	QAM256	20
21	299000000	2.299999	38.983261	QAM256	21
22	307000000	2.200001	38.983261	QAM256	22
23	315000000	1.900002	38.983261	QAM256	23
24	323000000	1.400002	38.605377	QAM256	24
25	331000000	1.299999	38.605377	QAM256	25
26	339000000	1.000000	38.605377	QAM256	26
27	347000000	1.200001	38.605377	QAM256	27
28	355000000	1.000000	38.983261	QAM256	28
29	363000000	1.299999	38.983261	QAM256	29
30	371000000	1.400002	38.983261	QAM256	30
31	379000000	1.500000	38.983261	QAM256	31
32	387000000	1.500000	38.605377	QAM256	32

3.0 Downstream channels

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

1	Locked	38.983261	0	0
2	Locked	38.605377	0	0
3	Locked	38.983261	0	0
4	Locked	38.605377	0	0
5	Locked	38.605377	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	38.605377	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.605377	0	0
12	Locked	38.605377	0	0
13	Locked	38.605377	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
25	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
32	Locked	38.605377	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

-4.4

6546297

0

[11aidandawes]

3.0 Upstream channels

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

1	36600000	44.020599	5120 KSym/sec	64QAM	3
2	23600000	43.520599	5120 KSym/sec	64QAM	5
3	30100000	43.520599	5120 KSym/sec	64QAM	4
4	43100000	44.520599	5120 KSym/sec	64QAM	2
5	49600000	45.020599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

39.5

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

[11aidandawes]

Network Log

Time Priority Description

Sun Apr	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr	6	SW download Successful - Via Config file
Sun Apr	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr	6	SW Download INIT - Via Config file a69834ncxv9873254k;fg87ds
Sun Apr	6	CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[11aidandawes]

Hi,
Please see above as you requested.

Thank you very much 🙂