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WEB Connection getting dropped again (Not WiFi)

big-luap
Up to speed

on ‎07-07-2022 17:58

Since 3.20pm yesterday after my dropped connection 

problem is back again. 

GIGABIT CONNECTION.

The same happened about 2 months ago, was a fault in the local green hub according to twitter support. This time they had suggested I come here as the fault has re-occured. 

I have checked all my local connection and tested the internal Cat5e wiring. I have 2 cable runs so I just connect in a loop tester to check all the cables. I also used some eletronic contact spray on all the connections to ensure there are no dry joints. I get speed test results of 960 to Coventry & 950 to Manchester when it is working. But if I check via the Virginmedia Speedcheck page it is only 400. I have a widget in my browser that monitors my connection - log below. 

Date and time Status

07.07.2022 17:34:34Online
07.07.2022 17:34:09No internet connection. Wi-Fi/Ethernet OK
07.07.2022 17:14:55Online
07.07.2022 17:14:51No internet connection. Wi-Fi/Ethernet OK
07.07.2022 17:14:14Online
07.07.2022 17:14:09No internet connection. Wi-Fi/Ethernet OK
07.07.2022 17:13:30Online
07.07.2022 17:13:27No internet connection. Wi-Fi/Ethernet OK
07.07.2022 17:01:37Online
07.07.2022 17:01:36No internet connection. Wi-Fi/Ethernet OK
07.07.2022 14:48:37Online
07.07.2022 14:48:33No internet connection. Wi-Fi/Ethernet OK
06.07.2022 18:04:02Online
06.07.2022 18:03:58No internet connection. Wi-Fi/Ethernet OK
06.07.2022 17:58:43Online
06.07.2022 17:58:28No internet connection. Wi-Fi/Ethernet OK
06.07.2022 17:54:28Online
06.07.2022 17:54:28No internet connection. Wi-Fi/Ethernet OK
06.07.2022 17:53:25Online
06.07.2022 17:53:13No internet connection. Wi-Fi/Ethernet OK
06.07.2022 17:53:01Online
06.07.2022 17:52:28No internet connection. Wi-Fi/Ethernet OK
06.07.2022 17:10:37Online
06.07.2022 17:10:16No internet connection. Wi-Fi/Ethernet OK
06.07.2022 17:08:41Online
06.07.2022 17:08:34No internet connection. Wi-Fi/Ethernet OK
06.07.2022 17:06:54Online
06.07.2022 17:06:52No internet connection. Wi-Fi/Ethernet OK
06.07.2022 17:06:25Online
06.07.2022 17:06:22No internet connection. Wi-Fi/Ethernet OK
06.07.2022 16:59:20Online
06.07.2022 16:59:16No internet connection. Wi-Fi/Ethernet OK
06.07.2022 15:21:11No internet connection
06.07.2022 15:21:09No internet connection. Wi-Fi/Ethernet OK
02.07.2022 11:43:23Online
02.07.2022 11:43:23No internet connection. Wi-Fi/Ethernet OK
01.07.2022 16:35:40Online
01.07.2022 16:35:32No internet connection. Wi-Fi/Ethernet OK
01.07.2022 16:21:04Online
01.07.2022 16:20:56No internet connection. Wi-Fi/Ethernet OK
01.07.2022 16:19:32Online
01.07.2022 16:19:26No internet connection. Wi-Fi/Ethernet OK
01.07.2022 16:17:50Online
01.07.2022 16:17:50No internet connection. Wi-Fi/Ethernet OK
01.07.2022 16:12:40Online
01.07.2022 16:12:17No internet connection. Wi-Fi/Ethernet OK
01.07.2022 16:08:09Online
01.07.2022 16:08:08No internet connection. Wi-Fi/Ethernet OK
01.07.2022 16:06:07Online
01.07.2022 16:06:05No internet connection. Wi-Fi/Ethernet OK
29.06.2022 22:43:27Online
29.06.2022 22:43:24No internet connection
29.06.2022 17:06:10Online
29.06.2022 17:06:06No internet connection
27.06.2022 17:00:09Online
27.06.2022 17:00:07No internet connection. Wi-Fi/Ethernet OK
27.06.2022 16:53:21Online
27.06.2022 16:53:10No internet connection. Wi-Fi/Ethernet OK
27.06.2022 16:52:57Online
27.06.2022 16:52:43No internet connection. Wi-Fi/Ethernet OK
26.06.2022 18:19:48Online
26.06.2022 18:19:44No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:43:27Online
25.06.2022 12:42:20No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:42:11Online
25.06.2022 12:41:41No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:37:08Online
25.06.2022 12:37:05No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:36:57Online
25.06.2022 12:36:47No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:36:37Online
25.06.2022 12:36:35No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:36:27Online
25.06.2022 12:36:26No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:33:49Online
25.06.2022 12:33:44No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:33:05Online
25.06.2022 12:33:02No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:28:41Online
25.06.2022 12:28:23No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:28:08Online
25.06.2022 12:28:05No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:27:48Online
25.06.2022 12:27:38No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:27:27Online
25.06.2022 12:26:41No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:26:30Online
25.06.2022 12:26:29No internet connection. Wi-Fi/Ethernet OK
25.06.2022 12:25:41Online
25.06.2022 12:25:41No internet connection. Wi-Fi/Ethernet OK
  
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18 REPLIES 18

big-luap
Up to speed

on ‎07-07-2022 18:01

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
4 435000000 -2.6 40.4 QAM256 4
1 411000000 -2.3 38.6 QAM256 1
2 419000000 -2.2 39 QAM256 2
3 427000000 -2.7 40.4 QAM256 3
5 443000000 -2.5 40.4 QAM256 5
6 451000000 -2.7 39 QAM256 6
7 459000000 -2.5 40.4 QAM256 7
8 467000000 -2.3 40.4 QAM256 8
9 475000000 -2.5 39 QAM256 9
10 483000000 -2.2 40.4 QAM256 10
11 491000000 -2.4 40.4 QAM256 11
12 499000000 -2.3 39 QAM256 12
13 507000000 -2.3 39 QAM256 13
14 515000000 -2.3 39 QAM256 14
15 523000000 -2 39 QAM256 15
16 531000000 -2 40.4 QAM256 16
17 539000000 -1.5 40.4 QAM256 17
18 547000000 -1.6 39 QAM256 18
19 555000000 -1.5 40.4 QAM256 19
20 563000000 -1.4 40.4 QAM256 20
21 571000000 -1.4 39 QAM256 21
22 579000000 -1.6 39 QAM256 22
23 587000000 -1.4 39 QAM256 23
24 595000000 -1.2 39 QAM256 24
25 603000000 -1 40.4 QAM256 25
26 611000000 -1.1 39.9 QAM256 26
27 619000000 -1 39 QAM256 27
28 627000000 -1.1 39 QAM256 28
29 635000000 -0.9 40.4 QAM256 29
30 643000000 -0.6 38.6 QAM256 30
31 651000000 -0.7 40.4 QAM256 31


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
4 Locked 40.366287 0 0
1 Locked 38.605377 0 0
2 Locked 38.983261 0 0
3 Locked 40.366287 0 0
5 Locked 40.366287 0 0
6 Locked 38.983261 0 0
7 Locked 40.366287 0 0
8 Locked 40.366287 0 0
9 Locked 38.983261 0 0
10 Locked 40.366287 0 0
11 Locked 40.366287 0 0
12 Locked 38.983261 0 0
13 Locked 38.983261 0 0
14 Locked 38.983261 0 0
15 Locked 38.983261 0 0
16 Locked 40.366287 0 0
17 Locked 40.366287 0 0
18 Locked 38.983261 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 38.983261 0 0
22 Locked 38.983261 0 0
23 Locked 38.983261 0 0
24 Locked 38.983261 0 0
25 Locked 40.366287 0 0
26 Locked 39.854763 0 0
27 Locked 38.983261 0 0
28 Locked 38.983261 0 0
29 Locked 40.366287 0 0
30 Locked 38.605377 0 0
31 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)
33 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 40 -3.3 235695712 23
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John_GS
Forum Team
Forum Team
In response to big-luap

on ‎09-07-2022 10:07

Hi big-luap

Thanks for posting. Sorry to hear of any WiFi issues. I have checked the system today and no issues are showing, no area issues or outages. I have also checked the SNR and congestion, all fine there and your power levels are fine also. 

I hope everything is sorted, however do let us know if you need further assistance.

Best,

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

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big-luap
Up to speed
In response to John_GS

on ‎09-07-2022 14:26

Re: WEB Connection getting dropped again (Not WiFi)

my issue is NOT THE WIFI!!!!

Well seems it should be working again

My log for the last 24 hrs does not aggree with you

bigluap_0-1657373168047.png

 

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big-luap
Up to speed
In response to John_GS

on ‎09-07-2022 23:39

33 in 24 hrs

bigluap_0-1657406382949.png

 

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Ashleigh_C
Forum Team
Forum Team
In response to big-luap

on ‎12-07-2022 10:01

Thank you for reaching back out @big-luap and I am so sorry that these disconnections have continued. 

 

I can see that an SNR outage has been raised in your area yesterday, this is currently estimated to be resolved on the 18th of July at 2.45pm.

 

We are so sorry for the inconvenience caused, but this does mean our team are aware and currently working to resolve the connection issues in your area. 

 

Are you able to let us know how things are looking after this time? 

 

Thanks again.

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big-luap
Up to speed
In response to Ashleigh_C

on ‎18-07-2022 13:02

Just had a 2 1/2 minute dropout

Log

Date and time Status

18.07.2022 13:01:14Online
18.07.2022 12:59:26No internet connection
18.07.2022 12:59:02No internet connection. Wi-Fi/Ethernet OK
18.07.2022 10:54:22Online
18.07.2022 10:54:20No internet connection. Wi-Fi/Ethernet OK
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Ilyas_Y
Forum Team
Forum Team
In response to big-luap

on ‎20-07-2022 14:09

Hey @big-luap, thanks for reaching out to us.

I'm sorry to hear about the dropping connection you've been experiencing recently.
I've had a look on the system and can see that there is an SNR issue in the area, which is a signal to noise ratio fault, a cable which requires replacing completely.
The information on my end advises me that the repair time for this is 10am, tomorrow, Thursday July 21st 2022.

Let's see how it is tomorrow afternoon, keep us informed 🙂

Kind regards.

Ilyas_Y
Forum Team

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big-luap
Up to speed
In response to Ilyas_Y

on ‎02-08-2022 11:47

15 drop outs in under 10 minutes something is wrong

Date and time Status

08/02/2022 11:44:59 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:44:31 AMOnline
08/02/2022 11:44:14 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:43:55 AMOnline
08/02/2022 11:43:50 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:43:37 AMOnline
08/02/2022 11:43:14 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:42:58 AMOnline
08/02/2022 11:42:53 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:42:12 AMOnline
08/02/2022 11:42:11 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:42:03 AMOnline
08/02/2022 11:42:02 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:41:54 AMOnline
08/02/2022 11:41:53 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:41:20 AMOnline
08/02/2022 11:41:17 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:40:58 AMOnline
08/02/2022 11:40:56 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:40:10 AMOnline
08/02/2022 11:39:26 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:39:08 AMOnline
08/02/2022 11:39:02 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:38:44 AMOnline
08/02/2022 11:38:35 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:38:17 AMOnline
08/02/2022 11:38:17 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:38:04 AMOnline
08/02/2022 11:37:32 AMNo internet connection. Wi-Fi/Ethernet OK
08/02/2022 11:37:24 AMOnline
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big-luap
Up to speed
In response to Ilyas_Y

on ‎02-08-2022 12:42

make that 44 this morning

bigluap_0-1659440542318.png

 

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