Virgin Media Community

[Haynfrn]

I am really hoping someone here might be able to help me. I am not really sure which information is relevant so want to put it all out there. 

A few months ago, my PC with a wired ethernet connection would lose internet connection every night around 3 am and then every 40 minutes or so after until morning. This happened for a few weeks until suddenly stopped and didn't have another issue until these last few days. It previously worked without issues for years. 

My daughter's desktop PC was returned last weekend after a repair/rebuild. She was not able to pick up the wifi very well with this new PC. I bought an external wifi adapter which didn't help. Her previous PC with built-in Wifi had a strong enough connection for gaming and the position hadn't moved. I decided to move her onto a wired connection, bought a "high speed" 20m ethernet cable, and tested it - all seemed to work okay. Secured the wire up the stairs and the internet wouldn't work. There was no damage to the wire. Read the reviews and saw that others had had similar issues with this wire and so bought another. 

I had also bought myself and my son 2x new 10m ethernet cables and installed them, but both did not work. I took them out and reinstalled my ethernet cable and my internet has dropped consistently since.

I reset the router (1-minute pinhole at the back) and when it came back on all the wifi in the house had been affected with all devices losing internet connection. 

The new cables arrived today, and so installed the 10m ethernet cable to see if it might fix the issue but it did not. 

I spoke to Virgin who said that it is likely interference from the ethernet cable as it was from a 3rd party (Amazon) and that they were going to send me a 3m ethernet cable to test and after a few days to let them know if I am still experiencing the same problems. 

We did a speed test which was DOWNLOAD Mbps 86.45 UPLOAD Mbps 0.10. I just did one again and it is DOWNLOAD Mbps 93.9 UPLOAD Mbp 2.79.

I asked if it was possible to test the wifi with them on the phone by taking out the ethernet cable and so took out the ethernet cable and we reset (pinhole at the back). After 5 minutes the internet came back on and would fluctuate between weak and strong. The advisor from Virgin said that the issue was caused by this ethernet cable, I asked if I could buy the cables directly from Virgin. He said no I needed to buy 3rd party ethernet cables but to make sure that they were compatible with Virgin.

This is the latest ethernet that I bought and have no idea if it is compatible. https://www.amazon.co.uk/dp/B0B8M67CY9?psc=1&ref=ppx_yo2ov_dt_b_product_details

I turned off my router for 10 seconds and then back on which seemed to stablise the wifi connections, laptops/phones/tv. After 40 minutes I tried to plug back in the ethernet cable - so far this has not affected the wifi connections (3 hours) but it has lost connection on my PC every 2 - 10 minutes. Sometimes taking seconds to come back on, other times over 5 minutes. 

I have ordered a USB Ethernet connector for my pc in case the problem is the ethernet socket on my desktop, but I am also worried that it may actually be the connections for the ethernet in the router with having had issues with 5 separate ethernet cables and changing the socket which was used. 

[Haynfrn]

3.0 Downstream channels

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

25	330750000	4.199997	38.983261	QAM256	25
8	194750000	4.699997	38.605377	QAM256	8
9	202750000	4.599998	38.983261	QAM256	9
10	210750000	4.400002	38.983261	QAM256	10
11	218750000	4.099998	38.983261	QAM256	11
12	226750000	3.900002	38.983261	QAM256	12
13	234750000	3.400002	38.983261	QAM256	13
14	242750000	2.900002	38.983261	QAM256	14
15	250750000	3.200001	38.605377	QAM256	15
16	258750000	3.099998	38.983261	QAM256	16
17	266750000	3.799999	38.983261	QAM256	17
18	274750000	4.699997	38.983261	QAM256	18
19	282750000	4.900002	38.605377	QAM256	19
20	290750000	4.900002	38.983261	QAM256	20
21	298750000	4.500000	38.983261	QAM256	21
22	306750000	4.199997	38.983261	QAM256	22
23	314750000	4.000000	38.605377	QAM256	23
24	322750000	4.300003	38.983261	QAM256	24
26	338750000	4.599998	38.983261	QAM256	26
27	346750000	4.699997	38.983261	QAM256	27
28	354750000	4.599998	38.605377	QAM256	28
29	362750000	5.199997	38.983261	QAM256	29
30	370750000	5.300003	38.605377	QAM256	30
31	378750000	4.699997	38.983261	QAM256	31
32	386750000	4.000000	38.605377	QAM256	32
33	394750000	3.200001	38.983261	QAM256	33
34	402750000	3.400002	38.605377	QAM256	34
35	410750000	3.400002	38.983261	QAM256	35
36	418750000	3.599998	38.605377	QAM256	36
37	522750000	4.400002	38.605377	QAM256	37
38	530750000	4.500000	40.366287	QAM256	38

3.0 Downstream channels

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

25	Locked	38.983261	0	0
8	Locked	38.605377	0	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.605377	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.605377	0	0
29	Locked	38.983261	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0
32	Locked	38.605377	0	0
33	Locked	38.983261	0	0
34	Locked	38.605377	0	0
35	Locked	38.983261	0	0
36	Locked	38.605377	0	0
37	Locked	38.605377	0	0
38	Locked	40.366287	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

39

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

39

Locked

41

2.4

191988063

0

[Haynfrn]

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	43100000	42.520599	5120 KSym/sec	64QAM	2
2	30100000	43.270599	5120 KSym/sec	64QAM	4
3	23600000	43.020599	5120 KSym/sec	64QAM	9
4	36600000	43.020599	5120 KSym/sec	64QAM	3
5	49600000	42.270599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

11

10.4

38.0

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

11

OFDMA

208

53.4

0

0

[Haynfrn]

Time Priority Description

Fri Feb 24	6	US profile assignment change. US Chan ID: 11; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb 24	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb 24	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb 24	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Feb 24	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan	3	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Haynfrn]

Have only just started BQM, but here is the start. 

Please let me know what you think, many thanks!

[Haynfrn]

[Haynfrn]

[Robert_P]

Hello Haynfrn

We're sorry to hear of the broadband issues experienced, we appreciate you raising these via the forums and welcome to the community.

From checking the equipment and connection, all of the specs and levels appear to be within the ranges we'd expect to see them. The speeds are consistent for both download and upload, there were some connection issues Friday but these have resolved themselves since.

Have you noticed any upturn in the performance since Friday? We also had to remove the images as they contained personal/private details. Please be sure to remove these in the future.

Rob

[Haynfrn]

Thank you for your reply. The wifi has improved following the restart of the router but none of the ethernet connections work. I've tested the wires outside of the house and they are all working, it just seems to be from our router to the PCs. 

I am guessing that our router is faulty, possibly the ethernet ports at the back.

Speaking to support again, I asked if we could get the HUB 5, and apparently, we qualify for one in the next few weeks and due to our package we are a priority. So hopefully, if this does happen quickly and the issues are resolved we know that the issue was with the router. 

It's just strange to have the same issue on three PCs with five ethernet cables, especially as you stated that our numbers are okay.

[David_Bn]

Thanks for the update @Haynfrn.

Can all effected PCs currently obtain a Wi-Fi connection?

It may be a case of simply utilising Wi-Fi until the new hub is issued to you.

Kindest regards,

David_Bn