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Packet loss and connection drops

F1TeamLH
Dialled in

Been having issues with my Internet for 4 weeks now. I phoned VM Support and they asked me to reset my HUB 3.0 with Pin at the back of it. So ive done this and now a some days later its made no difference.

 

Downstream bonded channels

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

13310000006.543256 qam25
2203000000740256 qam9
32110000006.840256 qam10
42190000006.543256 qam11
5227000000640256 qam12
62350000005.540256 qam13
72430000005.340256 qam14
82510000005.340256 qam15
92590000005.540256 qam16
102670000005.940256 qam17
11275000000640256 qam18
122830000006.343256 qam19
132910000006.440256 qam20
142990000006.440256 qam21
153070000006.440256 qam22
163150000006.540256 qam23
173230000006.340256 qam24
183390000006.440256 qam26
193470000006.140256 qam27
203550000005.940256 qam28
213630000005.540256 qam29
22371000000540256 qam30
233790000004.840256 qam31
243870000004.643256 qam32



Downstream bonded channels

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

1Locked43.3551512603
2Locked40.9169506
3Locked40.9188606
4Locked43.3192600
5Locked40.9271963
6Locked40.93631086
7Locked40.93581236
8Locked40.93891426
9Locked40.94061670
10Locked40.93641743
11Locked40.94251893
12Locked43.34542181
13Locked40.96982852
14Locked40.917112426
15Locked40.948662281
16Locked40.9131241814
17Locked40.9292241450
18Locked40.99431110519
19Locked40.911836034357
20Locked40.912157286855
21Locked40.3120022150602
22Locked40.9124695221547
23Locked40.9118907319291
24Locked43.3127090445290

 

22 REPLIES 22

John_GS
Forum Team
Forum Team

Thanks for joining me on PM

 

Just to update the thread, the engineer visit was booked in.

 

Can be tracked here

 

Let us know how it goes 🙂

John_GS
Forum Team


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Hi John, Thank you and your Team for a fast Service! So far so good! everything seems to be ok

I'll confirm how its going by Tomorrow afternoon 

Great to hear 🙂

 

Keep me posted should you need further assistance

 

Best,

John_GS
Forum Team


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Hi john, 

Sorry for late reply.  The new Hub is working ok, but the Internet feels like Dial up, (The raw speed of the connection is fine),  Before the webpages would load super fast. But now its like half a page loads and the the other half of the page loads after a few seconds.  its just annoying. I've Cleared the Internet cache. but that didn't make a difference.  i wonder if its just the high latency?  The kids have been Gaming on it, but they said its worse than before  I've uploaded a BQM.

 VM_hub4speed.jpg

From looking at the connection there are still issues with your downstream power levels, this is most likely causing the issues F1TeamLH. I have booked in another visit for you the details of which can be found via your online account or here

 

There are some issues with some our sites at present so if you struggle to get on or view the appointment please give it some time. Once it has been viewed, if there are any issues with the date or time please let me know here. Any changes made may delay the appointment as we always offer the earliest slot available.

 

Thanks

 

Rob

Ive taken the Day off to be at home, Still waiting for the Engineer. Nothing so far 

Laurie_C
Forum Team (Retired)
Forum Team (Retired)

Hi F1TeamLH,

 

I've had a look at your account, and I can see that an engineer appointment has been scheduled for today. Can you let us know if nobody has arrived by 2pm, and we can take a look into this for you?

 

Kind regards,

Laurie

Laurie_C
Forum Team

Ok thanks for checking,  I'll keep an eye out.

The Engineers been sitting in his Van for the past half hour, When he came to my Door I explained the problem to him & explained How Robert_P mentioned the Down steams powers levels and he said that’s non sense, he said they don’t know what they are talking about. He didn’t check the Hub4, He did’nt check the Connections to the Hub. He explained there is an Area issue of some kind that his colleague is fixing and there is nothing more he can do, without checking anything. So Ive been waiting hoping a Virgin media Engineer to turn up and fix this issue for me & he gave me a story about his colleague working on something 5 streets away. Extremely disappointed

Thanks for coming back to us @F1TeamLH.

 

The engineer may have been on his lunch break before he attended your appointment. 

 

I can see that some maintenance is being carried out on your area now, this should be to fix the issues that the engineer mentioned on visit. This due to be fixed in the next 30 mins, please can you monitor your connection after 14:30 and let us know if there have been any improvements at all?

 

Regards,

Steven_L