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Richie180480
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Planned outage?

Hi, over the last three days I've seen my broadband drop (almost like the router is resetti g) once a day. (So at 09.05 on 7th and 8th and  and today at 16:00)....everything drops but by the time I run a scan its back up and working.

Never had an issue before and nothing has changed at my end, is there any way to get Virgin to confirm this is maintenance or something scheduled? I've called the tech line but they won't do anything as everything is fine now.

Thanks! Rich

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gary_dexter
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Alessandro Volta
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Message 2 of 44
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Re: Planned outage?

Is the entire connection dropping or just Wifi?


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Richie180480
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Message 3 of 44
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Re: Planned outage?

Entire connection from what I can tell, it's literally up and down so quickly its difficult to know though! 

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MikeRobbo
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Alessandro Volta
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Message 4 of 44
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Re: Planned outage?

Have you checked the 'Check Service Status' at the top of the page ?

Try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Richie180480
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Message 5 of 44
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Re: Planned outage?

Hi, thanks for responding. Checked the status online and via that number and both not showing any issues.

Its really odd, no problems before and its literally  drop of about 30 seconds happening once a day.....

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MikeRobbo
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Alessandro Volta
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Message 6 of 44
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Re: Planned outage?

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 7 of 44
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Re: Planned outage?

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Richie180480
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Message 8 of 44
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Re: Planned outage?

I've set up a monitor as suggested

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d35ff306e248618b0460262f03998fad8f6a2118

It just dropped again for literally 1 min and then back up!!

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Richie180480
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Message 9 of 44
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Re: Planned outage?

Happened again at 13:15 today and shows on the monitor graph a complete stoppage of all data packets. I'll post the network logs ASAP but nothing showing for that time, have power cycled the router but (with my limited knowledge) it must be a Virgin problem right?

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Richie180480
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Message 10 of 44
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Re: Planned outage?

Downstream bonded channels

12990000001038256 qam21
22670000008.838256 qam17
32750000009.138256 qam18
42830000009.640256 qam19
52910000009.840256 qam20
630700000010.140256 qam22
731500000010.140256 qam23
832300000010.440256 qam24
933100000010.540256 qam25
1033900000010.540256 qam26
1134700000010.540256 qam27
1235500000010.540256 qam28
1336300000010.640256 qam29
1437100000010.540256 qam30
1537900000010.140256 qam31
163870000009.840256 qam32
173950000009.640256 qam33
184030000009.640256 qam34
194110000009.940256 qam35
204190000009.940256 qam36
214270000009.840256 qam37
224350000009.540256 qam38
234430000009.540256 qam39
244510000009.640256 qam40



Downstream bonded channels

1Locked38.970
2Locked38.650
3Locked38.950
4Locked40.340
5Locked40.350
6Locked40.360
7Locked40.340
8Locked40.360
9Locked40.360
10Locked40.350
11Locked40.940
12Locked40.350
13Locked40.350
14Locked40.340
15Locked40.350
16Locked40.360
17Locked40.360
18Locked40.350
19Locked40.340
20Locked40.940
21Locked40.320
22Locked40.300
23Locked40.350
24Locked40.300
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