I never had a serious issue with my Virgin media broadband for years but for over a month now the service is extremely unstable. There are days when it disconnects every 5 minutes (like today) or it could stay disconnected for hours.
I've had 2 engineer visits and they have checked the cables and one of them replaced my superhub 2 with the new model. Nothing's changed! So the problem is not with my equipment, why can't they fix this problem for so long and why do I have to pay £200 to cancel when the service is so unstable and basically unusable?
OK if the ethernet connections are dropping (are you able to confirm that on a computer/laptop?) then do this.
Check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.
If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).
Also, set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM. Make sure you uncheck the “ignore ping from WAN side” box in the settings if you see a wall of "red" - note it will take an hour or two to start seeing a sensible picture.
A few things to be concerned about - a tech expert will comment more soon. Upstream power levels are in spec but on the low side and all are on 16QAM - not great. Downstream powers are good but there are a lot of PostRS errors. These "might" be just historic build up so to to check that can you reboot the router and check that the error counts all reset to 0 and then watch them for the next few hours/days to see if they start building up again - if they do its probably due to noise. The logs dont look good but I am no expert - post up your BQM that covers the same period for comparison.
Its likely you are going to need a tech visit - a VM person should pick this thread up in a day or so and confirm if that's needed.
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.