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Internet connection

Internet connection most unreliable. As NHS worker can't work from home when required to. Have superhub 2 (VMDG485).  Have been messaging since Sunday last at 16:03 and have not had any response.  Need some help

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Alessandro Volta
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Message 2 of 21
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Re: Internet connection

Unreliable in what way?


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Re: Internet connection

Connection drops out continuously.  We are lucky if it remains ‘on line’ for any length of time.  Sometimes it reconnects without any intervention but more frequently the hub has to be switched off and on

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Very Insightful Person
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Message 4 of 21
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Re: Internet connection

The VM forum staff will pick this up and assist (much more helpful than the poor offshore customer service), although it can take up to a few days.  But you can help them out by connecting to the hub, and at the login page, don't log in, but look for a link on the screen that says "check router status".  Click on that, and you'll get a window with (I think) five tabs, of which only three are of interest: Downstream, Upstream, Network log.  Copy and paste all three into replies here (important: paste as formatted text, not images).  Then we can have a look for obvious power or noise problems.

This will probably require a technician visit, and you may also get a replacement hub out of it.  Don't get too excited: Newer hubs are better as cable modems that connect to the VM network, but from a customer perspective the wifi remains as weak as the Superhub 2.

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Message 5 of 21
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Re: Internet connection

Router Information below:

Networklog

First TimeLast TimePriorityError NumberDescription
11/06/2020 19:09:37 GMT11/06/2020 19:09:37 GMTWarning (5)66050310Auth Success - Web login successful.
10/06/2020 19:12:27 GMT10/06/2020 19:12:27 GMTError (4)68010302DHCP WAN IP - 81.111.171.204
10/06/2020 19:11:23 GMT10/06/2020 19:11:23 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2020 18:39:28 GMT10/06/2020 18:39:28 GMTError (4)68010302DHCP WAN IP - 81.111.171.204
10/06/2020 18:38:27 GMT10/06/2020 18:38:27 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2020 18:14:50 GMT10/06/2020 18:14:50 GMTError (4)68010302DHCP WAN IP - 81.111.171.204
10/06/2020 18:13:47 GMT10/06/2020 18:13:47 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
09/06/2020 17:48:30 GMT09/06/2020 17:48:30 GMTError (4)68010302DHCP WAN IP - 81.111.171.204
09/06/2020 17:47:27 GMT09/06/2020 17:47:27 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
09/06/2020 17:35:07 GMT09/06/2020 17:35:07 GMTError (4)68010302DHCP WAN IP - 81.111.171.204
09/06/2020 17:34:04 GMT09/06/2020 17:34:04 GMTError (4)68000407TOD established
 
DownstreamDS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz)138750000146750000154750000162750000170750000178750000186750000194750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)2.042.052.262.452.142.051.941.74
RxMER (dB)38.2638.2637.9438.2638.2638.9838.9838.26
Pre RS Errors
1010363533345709574050598796259163782
Post RS Errors
1962165322725899585324301047535

49969

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Message 6 of 21
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Re: Internet connection

Upstream log

 us1us2us3us4
Channel Type2.02.02.02.0
Channel ID8675
Frequency (Hz)25800000394000003260000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)40.5042.0041.2542.50
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000
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Forum Team
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Message 7 of 21
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Re: Internet connection

Hi GPJ,

 

Thanks for posting and welcome to the community. Sorry to hear of the broadband issues. 

 

I've ran a check today and no issues are showing so I do hope everything is resolved. We can also upgrade the router to hub 3 for you free of charge if you'd like as well?

 

Let me know.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 8 of 21
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Re: Internet connection

Problem is worse than ever.  Wifi has crashed again just before I started to write this message.  Again on important Zoom meetings on Sunday (three times), Saturday (twice) and on Friday evening plus at various other times during those days morning evening and night.  It is making working remotely impossilbe. 

Becase the issue is intermiitant I am not surprised you did not find a problem, perhaps the system needs continual monitoring.

I need you to advise if changing the hub will resolve the problem.

Help is required urgently.

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Forum Team
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Message 9 of 21
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Re: Internet connection

I am sorry for that. Would you like to go ahead and change the hub, this would require you to self install it

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Message 10 of 21
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Re: Internet connection

Yes please.

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