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Philwatts1234
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Internet off every night same time

Our broadband is going off every night between 12-1am and it’s driving us mad. We pay for a 24 hour service at high speed. This evening it has been off for an hour. It’s not good enough. We will leave virgin completely unless the problem is sorted out. If it is a scheduled update or there is a reason for it please re-schedule it between 4 and 6am so it doesn’t interfere with our use of it. I look forward to hearing from you. 

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DABhand
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Message 2 of 13
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Re: Internet off every night same time

I doubt it will be scheduled if it is going off every night as you say.

Best thing to do is to post your Hub logs and power levels for downstream and upstream.

Also if it was scheduled I doubt they would move the time unfortunately, as then the time you are suggesting is hitting people who are up early and using it, so nobody wins. But again I am sure this isn't a scheduled maintenance.

Majide!
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Philwatts1234
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Re: Internet off every night same time

It definitely is scheduled as it happens the same time every night. This has happened for months. It may not be maintenance but there is definitely a reset or update happening. Either way it’s not good enough. We’re paying for 24 hours broadband and getting 23 most days. I’ll be looking to switch to a more reliable provider even if speeds are slower and any denial by Virgin that something is occurring every night only serves to annoy us more. 

Katie_WT
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Message 4 of 13
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Re: Internet off every night same time

Hi there @Philwatts1234

 

Thanks for taking the time to post to our wall - I am sorry that you're having a drop of service each and every night at exactly the same time, it's most unusual. We sent our updates usually between midnight and 5am - however, these updates should not disturb your usage to this extent that you have advised. 

 

I have been unable to locate your account from here to do any checks so can we please ask you to upload your Hub/network connection details so we can check to see if there is a problem there. If you're unsure how please see below: 


In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. Click on the “router status” icon at top right (SuperHub2) or the text at bottom-middle of first page up (Hub3) and then copy/paste 3 full sets of data onto here – from the downstream, upstream, &  network logs pages. Please don’t include personal data or MAC addresses -  if you copy/paste the data the forum software should blank them out for you.

 

It may also be helpful to set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts.  It does it 24/7/365 and it keeps a visual record of your connection. If you need any help with that please let us know.


Cheers 

 

Katie - Forum Team


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leeabaker22
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Re: Internet off every night same time

The same happens for me. Looking this up and finding this is a known issue means it can't be randomly just me and this other user @philwatts1234. For me it happens every night at around 12.30am - 1am. Like Virgi Media assume that I won't be up that late watching TV 🤦‍♂️

I'm assuming/hoping this is a setting on my router that I can switch off. That along with £42.73 bill means it's probably time to consider switching.

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Zach_R
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Re: Internet off every night same time

Hi @leeabaker22,

Thank you for your post and welcome to our community forums. We're here to help.

I am really sorry to hear that you're having some connection drops, and that they appear to be happening at around the same time whenever they occur. Does this happen every single night, or is it intermittent?

Can you also confirm if your wired connection appears to be affected too, or just your wireless/W-Fi connection? If you can also confirm any diagnostics and troubleshooting you've performed thus far that'd be helpful.

Thanks,
 



Zach - Forum Team


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leeabaker22
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Message 7 of 13
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Re: Internet off every night same time

Hi Zach,

Thanks for your reply. I believe it's every night or it's potentially only the weekend because that's when I'm up later; but that would include Friday night too; basically any useful night when I'm watching things late.

Not sure if the wired connection is affected I don't have anything wired in to the router sorry.

I have the Hub 3.0.

I don't have any real diagnostics or performed any troubleshooting as of yet. I was hoping it'd be an obvious one like switch off the updates in the Hub settings, possibly hidden in the menu. I will check for that again.

This doesn't ring any bells for you then?

I've just grabbed this to start with and ran the diagnostics check when I logged on to the Hub.
It said there were a few issues but then only listed some devices as being out of range as the issue which isn't particularly helpful.

Uptime shows that it's only been up since just after 1am last night (it's now 6pm as I send this reply).
The lease time is only 5 days, could it be this? In that it runs out every week and forces a reboot?
Hub 3.0 Capture.PNG
Regards

Lee

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gary_dexter
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Message 8 of 13
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Re: Internet off every night same time

It’s usually when they do maintenance on the network segment your connected to. 


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Tom_F
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Message 9 of 13
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Re: Internet off every night same time

Sorry to hear about the issue's you've had leeabaker22. I've taken a look into this using your forum details and can't detect any obvious problems - unfortunately the image you've posted isn't loading either.

 

It would be helpful if you can post your Hub/network connection details so we can check to see if there is a problem there. If you're unsure how:
In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. If you have a hub 2 or 3 when the page loads don't log in but click ‘Check Router Status’. If you have a Hub 4 when the page loads log in and then click ‘Check Router Status’.

Copy full sets of data onto here from the downstream, upstream, &  network logs pages and paste them here. Please don’t include personal data or MAC addresses -  if you copy/paste the data the forum software should blank them out for you. 

 

Tom

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leeabaker22
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Message 10 of 13
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Re: Internet off every night same time

Here you go.

Network logs don't go back very far and certainly not back to the last notable update/reset point on Saturday night.

In fact they only show logs from last 2 hours.

Copied all the logs here but then it said I'd exceeded 20,000 characters.

Copied it all to a file and corrected the alignment of tables but couldn't find how to attach a file that's not a photo.

Trying again in parts. 

Downstream bonded channels

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

12027500007.138256 qam9
21387500008.438256 qam1
31467500008.438256 qam2
41547500008.538256 qam3
51627500008.438256 qam4
61707500008.338256 qam5
7178750000838256 qam6
81867500007.938256 qam7
91947500007.538256 qam8
102347500006.338256 qam13
112427500007.340256 qam14
12250750000740256 qam15
132587500006.840256 qam16
142667500006.540256 qam17
152747500006.340256 qam18
16282750000640256 qam19
172907500006.138256 qam20
182987500006.138256 qam21
193067500006.440256 qam22
203147500006.140256 qam23
21322750000640256 qam24



Downstream bonded channels

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

1Locked38.99923118
2Locked38.911941511
3Locked38.9911878667
4Locked38.9783245
5Locked38.9459879
6Locked38.95038141
7Locked38.97010375
8Locked38.98080383
9Locked38.97507871
10Locked38.9271616
11Locked40.3280514
12Locked40.3338225
13Locked40.3250614
14Locked40.323910
15Locked40.3249518
16Locked40.9262915
17Locked38.9187628
18Locked38.9166212
19Locked40.312250
20Locked40.312160
21Locked40.99260
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