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parkym74
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Internet drops several times this morning

We got virgin cable in September and until recently the connection has been faultless.

In the past 2 weeks we have experienced drop outs with the internet. This causes both my wife and myself issues as we both work from home and remote connect to work.

Internally there are no issues with wifi or wired connections. I have been using the thinkbroadband quality monitor and at the times we lose connection the monitor shows 100% packet loss.

The router doesn't show any errors around these times so I believe the issue is with virgin's network as ping from either side shows packet loss.

This morning it has now happened 4 times in 2 hours and my wife is getting very annoyed as well as I am. We moved to virgin because our landline was also causing connection issues.

Reading on this forum I see that this happens a lot.

Is there any chance a engineer can be booked to check the line and the equipment we connect to?

Thanks
Mike

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gary_dexter
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Alessandro Volta
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Message 2 of 38
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Re: Internet drops several times this morning

Check what the service status page is showing

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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parkym74
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Re: Internet drops several times this morning

Hi, I checked the service and it states all is good. Doesn't help that we are loosing connection when we really need it.

Just been on phone for over an hour waiting to get through and then only to be told to reboot the hub and this will fix it. Worse of all I got cut off when I was trying to ask what do I do if it still happens.

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gary_dexter
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Alessandro Volta
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Message 4 of 38
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Re: Internet drops several times this morning

Is it wired or wireless connections that drop?


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parkym74
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Re: Internet drops several times this morning

Both WiFi and wired.

Believe I know what I am doing when I say the Internet drops. It is dropping between hub3 and the Internet. Internally all works as I use my own router and WiFi. The hub3 is in modem mode.

When the internet goes down my internal network is still working as I can access my server.

The issue is either hub3 is at fault or the connection to the cable exchange.

All I've been told to do so far is to turn off the hub for 10 mins and then turn it back on.

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parkym74
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Message 6 of 38
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Re: Internet drops several times this morning

We are still getting intermittent drops outs, usually at the point where we need the internet.

Happened last night whilst streaming from iPlayer.

Below is the image of the monitor that shows the time out last night and again this morning.

parkym74_1-1609774701445.png

 

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MikeRobbo
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Alessandro Volta
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Message 7 of 38
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Re: Internet drops several times this morning

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: Internet drops several times this morning

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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parkym74
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Re: Internet drops several times this morning

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parkym74
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Message 10 of 38
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Re: Internet drops several times this morning

Downstream bonded channels

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

1402750000-0.540256 qam30
22027500002.240256 qam9
3210750000240256 qam10
4218750000240256 qam11
5226750000240256 qam12
6234750000240256 qam13
72427500001.740256 qam14
82507500001.540256 qam15
92587500001.540256 qam16
102667500001.440256 qam17
112747500001.240256 qam18
122827500001.240256 qam19
13290750000140256 qam20
142987500000.940256 qam21
153067500000.940256 qam22
163147500000.940256 qam23
173227500000.740256 qam24
183307500000.540256 qam25
19370750000-0.240256 qam26
20378750000-0.240256 qam27
21386750000-0.440256 qam28
22394750000-0.440256 qam29
23410750000-0.540256 qam31
24418750000-0.740256 qam32



Downstream bonded channels

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

1Locked40.3190933017
2Locked40.9208513256
3Locked40.3165513344
4Locked40.3171964511
5Locked40.9250893893
6Locked40.9268443535
7Locked40.3203143462
8Locked40.9208283971
9Locked40.3246613561
10Locked40.3644443913
11Locked40.3333073653
12Locked40.3208633375
13Locked40.3233413627
14Locked40.9463874039
15Locked40.3368673855
16Locked40.9182433563
17Locked40.3185203395
18Locked40.3151943078
19Locked40.3157782654
20Locked40.9186322740
21Locked40.9150462543
22Locked40.3176062890
23Locked40.3219952762
24Locked40.3233442340
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