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Re: Broadband extremely unreliable

rafa-ferreira
Tuning in

This is very depressing as I feel I'm starting the same journey!

I hired VM for 18mo (starting April) and looks like will be a nightmare.

Suffering from the same constant drops, and package loss, restarting the router is something that all members of my house are aware of how to do it. Reset via pin-hole is not helping either.

Yesterday was completely off for 8h+, I have a WhatsApp chat with most of my street neighbours and EVERYBODY is upset with VM and planning to move out.

Today same problem whole street is off again!

VM Hub 3 - Modem Mode - eero 6+ mesh
67 REPLIES 67

John_GS
Forum Team
Forum Team

Hi @rafa-ferreira 

Thanks for posting and welcome to the community. Please do make your own thread in future 🙂 we've moved it this time for you.

I am sorry for the broadband issues. I've checked the system today and you are affected by an SNR issue (signal to noise ratio). 

F010753082 is the fault number and the estimated fix date is today at 6pm.

Please monitor the connection after this time and report back any issues.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

rafa-ferreira
Tuning in

John_GS,

Thanks for the quick reply, this is the current problem that is a clear outage for 8+ hours yesterday and today again out.

But my problem of instability is happening almost since I joined VM - incredibly unstable and unreliable.

Yes, I already did the restart, and pin-hole reset - many times and it came back for a day or so - max!

I came from a property with proper fiber that was almost 1 year without a single drop, were 4 years with pleasure reliable consistent and good internet - I Miss you Hyperoptic!

John_GS, what can I do next? assuming that internet will be temporarily back today evening. What is the best proof that I can collect to show the drops/disconnections?

FYI - I'm using modem mode as I've my own good router. But my laptop is plugged via cable to avoid any doubt if is the WIFI.

VM Hub 3 - Modem Mode - eero 6+ mesh

Hi @rafa-ferreira 

Thanks for coming back to us. Normally we'd ask for customers to upload their power levels and also a BQM. However, as it's a known issue we don't need that as we're already aware of the issue.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

rafa-ferreira
Tuning in

I'll post them as soon as I can get the internet back!

VM Hub 3 - Modem Mode - eero 6+ mesh

We don't need them currently 🙂 this is because we already know there is an issue.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

rafa-ferreira
Tuning in

UPDATE:

The outage was done by Thursday of last week.

Internet worked well on Friday/Weekend and is back to unstable AGAIN this Monday

Right now is incredibly slow and losing packages:

https://www.speedtest.net/result/14917684761

https://www.speedtest.net/result/14917713734

https://www.speedtest.net/result/14917734407

I use the Hub3 in Modem mode

I'm connected via wire, not Wifi

I restarted the Hub 3 at least 2x

Yes, I understand it is not the best way to do it - but I have a continuous ping running always on my view so I know when the internet is not stable/down/etc... Here is an example of how it is now:

Screenshot 2023-06-26 at 21.32.39.png

VM Hub 3 - Modem Mode - eero 6+ mesh

rafa-ferreira
Tuning in

Downstream bonded channels

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

13310000001240256 qam25
225100000010.840256 qam15
325900000010.640256 qam16
426700000010.840256 qam17
527500000010.840256 qam18
628300000011.140256 qam19
729100000011.440256 qam20
829900000011.640256 qam21
930700000011.840256 qam22
103150000001240256 qam23
1132300000011.940256 qam24
123390000001240256 qam26
1334700000011.840256 qam27
1435500000011.640256 qam28
1536300000011.540256 qam29
1637100000011.540256 qam30
1737900000011.440256 qam31
1838700000011.340256 qam32
193950000001140256 qam33
2040300000010.440256 qam34
2141100000010.540256 qam35
2241900000010.340256 qam36
234270000009.840256 qam37
244350000009.540256 qam38



Downstream bonded channels

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

1Locked40.900
2Locked40.300
3Locked40.300
4Locked40.900
5Locked40.360
6Locked40.350
7Locked40.950
8Locked40.340
9Locked40.950
10Locked40.360
11Locked40.300
12Locked40.330
13Locked40.300
14Locked40.900
15Locked40.960
16Locked40.360
17Locked40.340
18Locked40.960
19Locked40.930
20Locked40.300
21Locked40.940
22Locked40.950
23Locked40.9120
24Locked40.340
VM Hub 3 - Modem Mode - eero 6+ mesh

rafa-ferreira
Tuning in

Did the pinhole reset but still the same incredibly slow internet.

https://www.speedtest.net/result/14917817227

https://www.speedtest.net/result/14917846903

After the pinhole the same light behaviour too. While in Router mode the light is light Ambar and when switching to Modem mode, the light goes to a very-dark-Ambar that is almost red!

Downstream bonded channels

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

13310000001240256 qam25
225100000010.940256 qam15
325900000010.840256 qam16
426700000010.940256 qam17
527500000010.940256 qam18
628300000011.140256 qam19
729100000011.440256 qam20
829900000011.640256 qam21
930700000011.840256 qam22
103150000001240256 qam23
1132300000011.940256 qam24
123390000001240256 qam26
1334700000011.940256 qam27
1435500000011.640256 qam28
1536300000011.640256 qam29
1637100000011.540256 qam30
1737900000011.440256 qam31
1838700000011.340256 qam32
193950000001140256 qam33
2040300000010.440256 qam34
2141100000010.540256 qam35
2241900000010.340256 qam36
234270000009.840256 qam37
244350000009.540256 qam38



Downstream bonded channels

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

1Locked40.350
2Locked40.900
3Locked40.300
4Locked40.360
5Locked40.340
6Locked40.960
7Locked40.950
8Locked40.360
9Locked40.350
10Locked40.950
11Locked40.350
12Locked40.360
13Locked40.360
14Locked40.360
15Locked40.950
16Locked40.950
17Locked40.950
18Locked40.350
19Locked40.940
20Locked40.900
21Locked40.960
22Locked40.350
23Locked40.3150
24Locked40.900

Screenshot 2023-06-26 at 22.17.02.png

 

VM Hub 3 - Modem Mode - eero 6+ mesh

rafa-ferreira
Tuning in

Just after pinhole reset, same terrible internetJust after pinhole reset, same terrible internetAfter changing to Modem mode, light become dark-ambar-red-ishAfter changing to Modem mode, light become dark-ambar-red-ish

Observe the toothpick sitting on top of Hub 3 as I need it anyway every few days.

VM Hub 3 - Modem Mode - eero 6+ mesh