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BigTownz
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Internet keeps dropping daily

Im hoping somebody can help me. I have recently joined Virgin on the GiG1 plan which is provided with the new hub 4.0. Since having this I have had ping issues, lag on ps4/ps5 gaming and intermittent internet drop outs.

Ive done some research and have found that the hub 4.0 suffers from overheating etc so I have done my best to reduce this by making sure the hub is well ventilated. I have tried several wifi settings all to no avail, so two days ago I decided to buy my own router (TP-Link Archer A7 AC1750) and use the virgin hub in modem mode. This has helped with my internet speed and ping, but still the internet dropping out is happening at least twice a day and to resolve I have to reboot the hub. This isn't ideal as im working from home with several online meetings which is making my working life hell atm.

I have tried contacting virgin via the app and phone but its ridiculous trying to get through with the current Covid situation.

Please can someone from virgin contact me or advise on what the issue is.

Please do not tell me the standard script to turn off for 60 seconds, reboot all, press reset button, turn off 5GHz etc as I have tried this every day and I am simply sick and tired of it. Yes Virgin's speeds are phenomenal but the quality of their service actually sucks and I am paying a lot of money for this plan

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gary_dexter
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Re: Internet keeps dropping daily

Post the network, upstream and downstream logs from the hubs admin pages back here as text please 


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BigTownz
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Re: Internet keeps dropping daily

My Hub4 doesn't have "logs" within admin, also the router status page stays blank when trying to access. Now my router page 192.168.100.1 wont even load 😢

Screen Shot 2020-12-21 at 14.31.30.png


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gary_dexter
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Re: Internet keeps dropping daily

You need to login and go to advanced, tools, network status 


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BigTownz
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Re: Internet keeps dropping daily

Sorry for the delay, I couldn't access my hub so had to restart it to gain access. I hope this doesn't affect the information you have asked for.

 

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 139000000 7.800003 40.366287 QAM256 1
2 147000000 7.199997 40.366287 QAM256 2
3 155000000 6.800003 40.946209 QAM256 3
4 163000000 6.300003 40.366287 QAM256 4
5 171000000 5.900002 40.946209 QAM256 5
6 179000000 5.400002 40.366287 QAM256 6
7 187000000 5.000000 40.366287 QAM256 7
8 195000000 4.599998 40.946209 QAM256 8
9 203000000 4.300003 40.366287 QAM256 9
10 211000000 3.799999 40.946209 QAM256 10
11 219000000 3.299999 40.366287 QAM256 11
12 227000000 2.700001 40.366287 QAM256 12
13 235000000 2.000000 40.366287 QAM256 13
14 243000000 1.599998 40.366287 QAM256 14
15 251000000 1.000000 38.983261 QAM256 15
16 259000000 1.200001 40.366287 QAM256 16
17 267000000 0.900002 40.366287 QAM256 17
18 275000000 1.400002 40.366287 QAM256 18
19 283000000 1.700001 40.366287 QAM256 19
20 291000000 1.500000 40.366287 QAM256 20
21 299000000 1.200001 40.946209 QAM256 21
22 307000000 0.000000 40.366287 QAM256 22
23 315000000 -0.200001 40.946209 QAM256 23
24 323000000 -0.700001 40.366287 QAM256 24
25 331000000 -1.000000 40.366287 QAM256 25
26 339000000 -0.900002 40.366287 QAM256 26
27 347000000 -1.500000 40.366287 QAM256 27
28 355000000 -1.299999 40.366287 QAM256 28
29 363000000 -1.900002 38.983261 QAM256 29
30 371000000 -2.099998 40.366287 QAM256 30
31 379000000 -2.500000 38.605377 QAM256 31


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 0 0 0
2 Locked 982298 0 0
3 Locked 2089910 0 0
4 Locked 952673 0 0
5 Locked 970154 10 0
6 Locked 939454 0 0
7 Locked 819981 0 0
8 Locked 932354 0 0
9 Locked 968700 3 0
10 Locked 977587 0 0
11 Locked 896799 2 0
12 Locked 961201 0 0
13 Locked 976757 0 0
14 Locked 996249 0 0
15 Locked 916686 0 0
16 Locked 818405 6 0
17 Locked 822658 0 0
18 Locked 835297 0 0
19 Locked 780753 0 0
20 Locked 727881 0 0
21 Locked 842945 8 0
22 Locked 815119 3 0
23 Locked 806389 0 0
24 Locked 1751726 0 0
25 Locked 1758850 7 0
26 Locked 1764857 12 0
27 Locked 1767899 6 0
28 Locked 1722762 0 0
29 Locked 1752054 0 0
30 Locked 1698611 0 0
31 Locked 7716682 3 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM1024 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked -17.2 1473373 0

 

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 40.020599 5120 KSym/sec 64QAM 4
2 25800000 38.270599 5120 KSym/sec 64QAM 6
3 32600000 39.270599 5120 KSym/sec 64QAM 5
4 46200000 40.770599 5120 KSym/sec 64QAM 3
5 53700000 41.270599 5120 KSym/sec 64QAM 2


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0
5 US_TYPE_STDMA 0 0 0 0

 

Network Log
Time Priority Description
Mon 21/12/2020 12:53:24 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 12:53:28 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 12:53:32 6 CM-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;
Mon 21/12/2020 12:53:32 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 12:53:47 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:04:19 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:04:19 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:15:38 3 Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:15:38 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:29:55 6 CM-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;
Mon 21/12/2020 13:58:24 5 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 13:59:09 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:02:08 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:02:13 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:03:08 5 Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:03:08 5 TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:03:38 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:04:22 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:04:38 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:04:42 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:04:51 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:06:02 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:06:11 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:06:22 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:06:31 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:07:41 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:07:51 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:08:01 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:08:11 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:09:21 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:09:31 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:09:41 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:09:51 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:11:01 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:11:11 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:11:21 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:11:31 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:12:41 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:12:51 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:13:01 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:13:11 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:14:21 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:14:31 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:14:41 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:14:51 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:16:01 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:16:11 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 21/12/2020 14:16:13 5 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;

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gary_dexter
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Alessandro Volta
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Message 6 of 11
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Re: Internet keeps dropping daily

Your downstream levels are way out of spec.

Unless there’s an area issue you’ll need an engineer


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BigTownz
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Re: Internet keeps dropping daily

Cheers, it states there are no issues in my area is there a way to get someone to contact me via here as I have tried ringing up several times. I can no longer live chat as they have disabled it on the app.

Also what should they be?

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gary_dexter
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Re: Internet keeps dropping daily


@BigTownz wrote:

Cheers, it states there are no issues in my area is there a way to get someone to contact me via here as I have tried ringing up several times. I can no longer live chat as they have disabled it on the app.

Also what should they be?


Only by waiting. Response times here are 5-10 days average. 


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BigTownz
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Message 9 of 11
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Re: Internet keeps dropping daily

Thanks, Ill just wait then. Ive had this issue ever since joining so waiting another 10 days wont hurt me, its just frustrating 😡

Would these be grounds to cancel if it continues after Virgin have tried to resolve? I really dont want to but I'd rather have 'quality over quantity' as they say...

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Re: Internet keeps dropping daily

As well as trying the “check service,” Area status webpage", also try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually only covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.