Internet going offline every 20 to 30 minutes.

[ChrisMayhew]

Hello

My internet keeps going offline every 20 to 30 minutes since yesterday morning... We've spoken to someone on the phone this morning who "refreshed" things on their end but it's done nothing and still continues to drop out and come back on... The light at the bottom of the hub just starts to flash then the two arrows appear for a while then it comes back on.. Rinse and repeat.

Any ideas?? It's been absolutely solid as a rock until yesterday morning.

SH3 stats to follow in replies.

[ChrisMayhew]

Thank you! It's only started on Friday morning.. I'm hoping VM are able to do something to resolve it.

[jbrennand]

Have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[ChrisMayhew]

Thanks for another suggestion, I tried both of them earlier this morning and they both said no known issues. Plus we have a friend a few doors away that is with VM and they've had no issues.

I've even set up a fan blowing at the Superhub just to rule out overheating issues because it did feel a little warm to the touch on the outer case but it doesn't seem to have helped.

[ChrisMayhew]

Just had another look at the SH stats and noticed lots of Pre RS errors on Downstream? Especially channel 9...

Downstream bonded channels

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

1	Locked	40.3	2	0
2	Locked	37.6	0	0
3	Locked	38.9	6	0
4	Locked	38.9	0	0
5	Locked	37.3	0	0
6	Locked	35.7	52	0
7	Locked	36.3	7	0
8	Locked	35	67670	0
9	Locked	34.9	1419692	31
10	Locked	35.7	365	0
11	Locked	37.3	4	0
12	Locked	38.6	6	0
13	Locked	38.6	4	0
14	Locked	38.9	5	0
15	Locked	38.9	6	0
16	Locked	38.9	4	0
17	Locked	38.9	2	0
18	Locked	40.3	1	0
19	Locked	40.3	2	0
20	Locked	38.6	6	0
21	Locked	40.3	1	0
22	Locked	40.3	1	0
23	Locked	38.9	9	0
24	Locked	40.3	7	0

[Richw1982]

SNR is a bit low on all the affected frequencys as well.  I would say a dodgy passive or connector.  Have you tried checking all connections are clean inside and tight?

[ChrisMayhew]

I've re-connected both ends of the cable today and they seemed fine. I do have one of them splitters from when I had virgin tv but when I took that off and connected the modem directly the power levels on the downstream went up over 10 which I believe is bad?

With the splitter on it keeps the power levels around what I originally posted.

I have quite a long spare cable from my TV install so I might just swap out the cable even temporarily to see if it helps.

[ChrisMayhew]

Just to add to this I do also have something that was installed a few years ago by an engineer that plugs inside and runs outside to the box on the wall.. It's like a normal VM cable connected to a plug inside. I assume to help with power levels or something?

I have tried unplugging this but then I don't seem to get any internet at all with this off.

[Hayley_S]

Hello @ChrisMayhew,

Welcome back to the community page, thank you for posting on here.

I am sorry to see you are having issues with your internet recently.

I will send you a private message so I can investigate this further.

Many thanks,

[ChrisMayhew]

Thank you! Hopefully get something sorted soon.

[Hayley_S]

Thank you for talking to me in private @ChrisMayhew.

I am glad that we have managed to book an engineer out for you, please do update us on how it goes.

Take care for now.