on 11-02-2023 14:05
Hi,
I am fed up with Virgin Media service its a disgrace. Past 2 months+ I am getting constant loss of internet connection every few seconds / minutes its not even usable, just posting this question itself is a mission.
I work in cloud computing and did my own troubleshooting and the local gateway (router) keeps dropping packets every few seconds. I suspect the router is on its last legs or overheating. I have the hub 3.0 and its always displays a constant orange light.
I have called the support team but to be honest they are not that great seems they are not technically inclined and just follow a script. I have already done pin hole reset twice and now they finally decided to send a engineer on Tuesday to take a look.
My issue is the fact that I am not even able to make good use of this service I am paying for and need to be compensated. The phone support even said they can see over 300+ disconnections for the last month alone so how is that a good stable service.
on 11-02-2023 14:36
Most of this type of problem is not the hub, but the circuit. Please post some stats:
How to get stats from a VM hub (no need to logon to the hub)
Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode
on 11-02-2023 15:40
on 11-02-2023 15:48
Looks like your DOCSIS 3.1 upload channel isn't happy.
on 11-02-2023 15:53
what does that mean what exactly are you looking at to see that.
The reason I said it was likely the hub is because after pin hole reset it seems to run better for several hours before going back to square one.
I posted the downstream and upstream numbers after pin hole reset and its working fine now.
Why does the hub always show orange light also that can't be right either?
11-02-2023 16:09 - edited 11-02-2023 16:15
One upstream channel has degraded to 16 qam due to noise issues.
To check for overheating run the Hub 3 Diagnostic tool - look through the results for a remark about Hub Temperature
Overheating may be obvious if you touch the Hub or if it smells hot or displays a red line.
on 11-02-2023 16:09
Well its back to same issue so not several hours then more like a few minutes
Can't even load this forum page very well to post this reply.
on 11-02-2023 16:18
1 | Gateway IPv4 address is valid. |
2 | Your broadband connection is working. |
3 | Your broadband connection is ready. |
4 | The temperature of your Hub 3.0 is normal. |
Surely this ain't right:
on 11-02-2023 19:23
Using my HP Workstation to "ping -t" at the Hub 3 no packets are dropped over a 1Gb/s direct network connection.
I'm not sure how your connected there, but the non return gaps and the latency lags look odd.
Got a different network cable that could be tried for a computer to Hub direct connection ?
on 11-02-2023 19:37
I am using a CAT-8 ethernet cable to connect directly.
It is not just the ethernet connection that drops all wi-fi connected devices drop internet connectivity at the exact same time. So its very unlikely to be the ethernet cable itself.
Not sure if it some issue during certain times because now after one more reload and reboot directly from the hub GUI its running fine and not dropped a single packet and latency to the hub is 1ms or 2ms max. Have also been using the internet / streaming for around 1 hour without any issue at all.
I am just worried it will start again as yesterday evening after reboot it seemed stable but next day it was at it again.