Virgin Media Community

[ScottWH]

Hi,

I'm having a problem with intermittent connection dropouts. WIFI and Ethernet can be running fine then suddenly for a couple of minutes all internet connections can stop receiving anything. Lights on the box (Hub 3) stay white. It happens a few times a day. Sometimes I can't even connect to router to check settings.

Recently had an engineer out as I had complete connection loss for a day or two, he replaced all the old cabling, power splitters and tweaked power out in the green road box. He checked and said all power levels are fine. 

I have had a thinkbroadband monitor running for a day and the dropouts have happened a few times whilst it has been running (the red today was from a pin reset) not certain how to read it but as the green is stable, does that mean I have a stable connection and the problem is to do with the router side and not the modem connection?

Cheers

Upstream bonded channels

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

1	39400000	41	5120	64 qam	2
2	25800000	40.5	5120	64 qam	4
3	32600000	41	5120	64 qam	3
4	46200000	41.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Downstream bonded channels

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

1	594250000	4.5	38	256 qam	24
2	410250000	4.9	38	256 qam	1
3	418250000	5	38	256 qam	2
4	426250000	5	38	256 qam	3
5	434250000	5	38	256 qam	4
6	442250000	5.1	38	256 qam	5
7	450250000	5	38	256 qam	6
8	458250000	5	38	256 qam	7
9	466250000	4.6	38	256 qam	8
10	474250000	5.1	38	256 qam	9
11	482250000	5	38	256 qam	10
12	490250000	5	38	256 qam	11
13	498250000	4.9	38	256 qam	12
14	506250000	4.1	38	256 qam	13
15	514250000	3.4	38	256 qam	14
16	522250000	1.7	38	256 qam	15
17	530250000	-2	37	256 qam	16
18	538250000	-2.7	37	256 qam	17
19	546250000	1	38	256 qam	18
20	554250000	2.9	38	256 qam	19
21	562250000	3.9	38	256 qam	20
22	570250000	3.7	38	256 qam	21
23	578250000	4.5	38	256 qam	22
24	586250000	4	38	256 qam	23

Downstream bonded channels

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

1	Locked	38.9	1	0
2	Locked	38.9	0	0
3	Locked	38.6	6	0
4	Locked	38.6	4	0
5	Locked	38.9	5	0
6	Locked	38.9	6	0
7	Locked	38.6	5	0
8	Locked	38.9	6	0
9	Locked	38.6	13	0
10	Locked	38.9	0	0
11	Locked	38.9	6	0
12	Locked	38.9	4	0
13	Locked	38.6	6	0
14	Locked	38.6	2	0
15	Locked	38.9	12	0
16	Locked	38.6	15	0
17	Locked	37.3	16	0
18	Locked	37.6	14	0
19	Locked	38.9	1	0
20	Locked	38.9	6	0
21	Locked	38.6	6	0
22	Locked	38.9	2	0
23	Locked	38.9	6	0
24	Locked	38.9	0	0

[ScottWH]

Had it drop out again last night whilst I was upstairs, so split the connections out for 5 and 2.4.

Now the BQM graph has gone red so I need to sort that.

Looking at the network log on the Hub it doesn't show any issues at that time? I have had 3 entries today for RCS and Lost MDD today - although I haven't noticed any loss at those times.

But I am showing loads of errors on two channels now (17 & 18) I guess it shouldn't be that many?

Downstream bonded channels

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

1	594250000	4.4	38	256 qam	24
2	410250000	4.9	38	256 qam	1
3	418250000	5	38	256 qam	2
4	426250000	5	38	256 qam	3
5	434250000	5	38	256 qam	4
6	442250000	5.1	38	256 qam	5
7	450250000	5	38	256 qam	6
8	458250000	5	38	256 qam	7
9	466250000	4.6	38	256 qam	8
10	474250000	5.1	38	256 qam	9
11	482250000	5	38	256 qam	10
12	490250000	5	38	256 qam	11
13	498250000	5	38	256 qam	12
14	506250000	4.4	38	256 qam	13
15	514250000	3.9	38	256 qam	14
16	522250000	2.7	38	256 qam	15
17	530250000	0	37	256 qam	16
18	538250000	-3.5	37	256 qam	17
19	546250000	-0.9	37	256 qam	18
20	554250000	2	38	256 qam	19
21	562250000	3.4	38	256 qam	20
22	570250000	3.5	38	256 qam	21
23	578250000	4.1	40	256 qam	22
24	586250000	4	38	256 qam	23

Downstream bonded channels

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

1	Locked	38.9	543	0
2	Locked	38.9	147	0
3	Locked	38.9	144	0
4	Locked	38.9	176	0
5	Locked	38.9	186	0
6	Locked	38.9	195	0
7	Locked	38.9	195	0
8	Locked	38.6	199	0
9	Locked	38.9	243	0
10	Locked	38.9	221	0
11	Locked	38.9	201	0
12	Locked	38.9	191	0
13	Locked	38.9	244	0
14	Locked	38.6	289	0
15	Locked	38.9	302	0
16	Locked	38.6	366	0
17	Locked	37.6	168790	4359
18	Locked	37.6	2819560	97787
19	Locked	37.6	1837	0
20	Locked	38.6	502	0
21	Locked	38.9	385	0
22	Locked	38.9	363	0
23	Locked	40.3	426	0
24	Locked	38.9	559	0

[ScottWH]

Cut out today completely for 5 mins then came back on.

looks like the errors have moved channel and getting more packet losses?

Downstream bonded channels

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

1	594250000	3.4	38	256 qam	24
2	474250000	4.3	38	256 qam	9
3	482250000	4.1	38	256 qam	10
4	490250000	4	38	256 qam	11
5	498250000	3.9	38	256 qam	12
6	506250000	3.2	38	256 qam	13
7	514250000	2.9	38	256 qam	14
8	522250000	2.4	38	256 qam	15
9	530250000	1	38	256 qam	16
10	538250000	-1.2	37	256 qam	17
11	546250000	-6.2	34	256 qam	18
12	554250000	-10.7	32	256 qam	19
13	562250000	-4	35	256 qam	20
14	570250000	-0.5	37	256 qam	21
15	578250000	1.9	38	256 qam	22
16	586250000	2.5	38	256 qam	23
17	658250000	7.5	40	256 qam	25
18	666250000	7.5	38	256 qam	26
19	674250000	7.1	40	256 qam	27
20	682250000	7.9	40	256 qam	28
21	690250000	7.5	40	256 qam	29
22	698250000	7.8	38	256 qam	30
23	706250000	7.5	38	256 qam	31
24	714250000	7	39	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	259	0
2	Locked	38.9	143	0
3	Locked	38.9	113	0
4	Locked	38.9	112	0
5	Locked	38.6	115	0
6	Locked	38.6	132	0
7	Locked	38.6	162	0
8	Locked	38.9	155	0
9	Locked	38.6	191	0
10	Locked	37.6	542	0
11	Locked	34.4	68682736	34372896
12	Locked	32.6	178930110	71296225
13	Locked	35.7	1139	0
14	Locked	37.6	256	0
15	Locked	38.6	269	0
16	Locked	38.6	254	0
17	Locked	40.9	185	0
18	Locked	38.9	225	0
19	Locked	40.9	281	0
20	Locked	40.3	252	0
21	Locked	40.9	201	0
22	Locked	38.9	247	0
23	Locked	38.9	245	0
24	Locked	39.3	293	0

[jbrennand]

You have a network connection issue. Down channels 11 &12 are borked. They ultra high Post-Rs errors thatt are rapidly increasing are a real issue suggesting noise is getting in somewhere and their power levels are way too low.

You need a tech visit to sort it.

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) and see what they say when they see the connection issues on RS errors. Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly.