on 05-02-2023 11:52
Title, Internet keeps cutting out for a minute at a time several times a day, it's getting really annoying as I'm being booted from online sessions, my router is hooked up to my PC with ethernet and my phone is the only other device connected.
on 05-02-2023 14:04
Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.
Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping
Once done we can comment.
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on 05-02-2023 17:38
Network Log
05-02-2023 17:25:07 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 17:25:07 | warning | 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; |
05-02-2023 17:24:43 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 17:24:43 | warning | 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; |
05-02-2023 16:24:37 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 16:24:37 | warning | 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; |
05-02-2023 16:24:13 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 16:24:13 | warning | 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; |
05-02-2023 15:14:26 | warning | 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; |
05-02-2023 15:14:26 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 15:14:02 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 15:14:02 | warning | 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; |
05-02-2023 15:13:38 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 15:13:38 | warning | 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; |
05-02-2023 14:03:46 | warning | 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; |
05-02-2023 14:03:46 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 14:03:22 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 14:03:22 | warning | 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; |
05-02-2023 14:02:58 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 14:02:58 | warning | 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; |
05-02-2023 12:53:14 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 12:53:14 | warning | 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; |
05-02-2023 12:52:50 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 12:52:50 | warning | 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; |
05-02-2023 12:52:26 | warning | 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; |
05-02-2023 12:52:26 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 11:42:44 | warning | 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; |
05-02-2023 11:42:44 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 11:42:19 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
05-02-2023 11:42:19 | warning | 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; |
05-02-2023 11:41:55 | warning | 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; |
05-02-2023 11:41:55 | notice | US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
on 05-02-2023 17:39
Downstream bonded channels
1 | 147000000 | 6.9 | 42 | QAM 256 | 2 |
2 | 139000000 | 5.4 | 42 | QAM 256 | 1 |
3 | 155000000 | 5.7 | 42 | QAM 256 | 3 |
4 | 163000000 | 3.2 | 42 | QAM 256 | 4 |
5 | 171000000 | 2.1 | 42 | QAM 256 | 5 |
6 | 179000000 | 3 | 42 | QAM 256 | 6 |
7 | 187000000 | 4.9 | 42 | QAM 256 | 7 |
8 | 195000000 | 4.5 | 42 | QAM 256 | 8 |
9 | 203000000 | 2.1 | 42 | QAM 256 | 9 |
10 | 211000000 | 1.2 | 41 | QAM 256 | 10 |
11 | 219000000 | 1.5 | 41 | QAM 256 | 11 |
12 | 227000000 | 2.8 | 41 | QAM 256 | 12 |
13 | 235000000 | 2.8 | 42 | QAM 256 | 13 |
14 | 243000000 | 1.2 | 41 | QAM 256 | 14 |
15 | 251000000 | 0.3 | 40 | QAM 256 | 15 |
16 | 259000000 | 0.4 | 40 | QAM 256 | 16 |
17 | 267000000 | 0.1 | 41 | QAM 256 | 17 |
18 | 275000000 | 1 | 41 | QAM 256 | 18 |
19 | 283000000 | 1 | 40 | QAM 256 | 19 |
20 | 291000000 | 0.2 | 40 | QAM 256 | 20 |
21 | 299000000 | -1.2 | 40 | QAM 256 | 21 |
22 | 307000000 | -1.3 | 40 | QAM 256 | 22 |
23 | 315000000 | 0.4 | 41 | QAM 256 | 23 |
24 | 323000000 | 0.8 | 41 | QAM 256 | 24 |
25 | 331000000 | 0.2 | 40 | QAM 256 | 25 |
26 | 339000000 | -1.2 | 40 | QAM 256 | 26 |
27 | 347000000 | -1.9 | 40 | QAM 256 | 27 |
28 | 355000000 | -1.2 | 41 | QAM 256 | 28 |
29 | 363000000 | 0.6 | 41 | QAM 256 | 29 |
30 | 371000000 | 1.3 | 41 | QAM 256 | 30 |
31 | 379000000 | 0.1 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 42 | 26 | 0 |
2 | Locked | 42 | 73 | 0 |
3 | Locked | 42 | 18 | 0 |
4 | Locked | 42 | 28 | 0 |
5 | Locked | 42 | 35 | 0 |
6 | Locked | 42 | 28 | 0 |
7 | Locked | 42 | 30 | 0 |
8 | Locked | 42 | 21 | 0 |
9 | Locked | 42 | 25 | 0 |
10 | Locked | 41 | 12 | 0 |
11 | Locked | 41 | 37 | 0 |
12 | Locked | 41 | 16 | 0 |
13 | Locked | 42 | 43082 | 0 |
14 | Locked | 41 | 332410782 | 0 |
15 | Locked | 40 | 915003071 | 0 |
16 | Locked | 40 | 2910048 | 0 |
17 | Locked | 41 | 1886 | 0 |
18 | Locked | 41 | 722 | 7 |
19 | Locked | 40 | 103 | 0 |
20 | Locked | 40 | 17 | 0 |
21 | Locked | 40 | 22 | 0 |
22 | Locked | 40 | 40 | 0 |
23 | Locked | 41 | 47 | 0 |
24 | Locked | 41 | 25 | 0 |
25 | Locked | 40 | 10 | 0 |
26 | Locked | 40 | 15 | 0 |
27 | Locked | 40 | 37 | 0 |
28 | Locked | 41 | 12 | 0 |
29 | Locked | 41 | 5 | 0 |
30 | Locked | 41 | 0 | 0 |
31 | Locked | 41 | 6 | 0 |
on 05-02-2023 17:40
Upstream bonded channels
0 | 49600000 | 37.5 | 5120 | QAM 64 | 1 |
1 | 43100000 | 37.8 | 5120 | QAM 64 | 2 |
2 | 36600000 | 35.8 | 5120 | QAM 64 | 3 |
3 | 30100000 | 33.5 | 5120 | QAM 64 | 4 |
4 | 23600000 | 33.8 | 5120 | QAM 64 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 05-02-2023 17:41
I believe that's all I need right?
on 08-02-2023 08:24
Hi turithian, thanks for posting and welcome to our community.
Sorry to hear that you're having frequent internet disconnection issues and for any impact this may be having on you. I would like to take a closer look on your behalf. I would like to take a closer look on your behalf. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.
Regards
Lee_R
on 09-02-2023 12:57
Hi turithian, thanks for getting back to me privately.
I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
The technician diagnoses the faults as not being caused by our network/equipment
The technician discovers that the fault or problem relates to your equipment
The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.
Do please let us know how the appointment goes.
Regards
Lee_R
on 09-02-2023 14:21
on 11-02-2023 14:33
Thanks for coming back to us Proteus, please let us know how the visit goes and I hope that we can get this resolved for you.
Kind Regards,
Steven_L