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

11aidandawes
Joining in

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. 

24 REPLIES 24

Tudor
Very Insightful Person
Very Insightful Person

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.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

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? 

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. 

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
Very Insightful Person
Very Insightful Person

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.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

3.0 Downstream channels

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

11390000004.59999838.983261QAM2561
21470000004.19999738.605377QAM2562
31550000004.19999738.983261QAM2563
41630000003.70000138.605377QAM2564
51710000003.40000238.605377QAM2565
61790000003.20000138.605377QAM2566
71870000003.29999938.983261QAM2567
81950000003.09999838.605377QAM2568
92030000002.90000238.983261QAM2569
102110000003.00000038.983261QAM25610
112190000003.20000138.605377QAM25611
122270000003.20000138.605377QAM25612
132350000003.09999838.605377QAM25613
142430000003.00000038.983261QAM25614
152510000003.00000038.605377QAM25615
162590000003.20000138.983261QAM25616
172670000003.20000138.983261QAM25617
182750000003.00000038.605377QAM25618
192830000002.59999838.605377QAM25619
202910000002.50000038.983261QAM25620
212990000002.29999938.983261QAM25621
223070000002.20000138.983261QAM25622
233150000001.90000238.983261QAM25623
243230000001.40000238.605377QAM25624
253310000001.29999938.605377QAM25625
263390000001.00000038.605377QAM25626
273470000001.20000138.605377QAM25627
283550000001.00000038.983261QAM25628
293630000001.29999938.983261QAM25629
303710000001.40000238.983261QAM25630
313790000001.50000038.983261QAM25631
323870000001.50000038.605377QAM25632



3.0 Downstream channels

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

1Locked38.98326100
2Locked38.60537700
3Locked38.98326100
4Locked38.60537700
5Locked38.60537700
6Locked38.60537700
7Locked38.98326100
8Locked38.60537700
9Locked38.98326100
10Locked38.98326100
11Locked38.60537700
12Locked38.60537700
13Locked38.60537700
14Locked38.98326100
15Locked38.60537700
16Locked38.98326100
17Locked38.98326100
18Locked38.60537700
19Locked38.60537700
20Locked38.98326100
21Locked38.98326100
22Locked38.98326100
23Locked38.98326100
24Locked38.60537700
25Locked38.60537700
26Locked38.60537700
27Locked38.60537700
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100
32Locked38.60537700



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked39-4.465462970

3.0 Upstream channels

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

13660000044.0205995120 KSym/sec64QAM3
22360000043.5205995120 KSym/sec64QAM5
33010000043.5205995120 KSym/sec64QAM4
44310000044.5205995120 KSym/sec64QAM2
54960000045.0205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.039.52KQAM128


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900

Network Log

Time Priority Description

Sun Apr
6CM-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
6US 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
5DBC-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
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
6SW download Successful - Via Config file
Sun Apr
6US 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
5DBC-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
6SW Download INIT - Via Config file a69834ncxv9873254k;fg87ds
Sun Apr
6CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Apr
5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
4Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan
3Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Hi,
Please see above as you requested.

Thank you very much 🙂