Virgin Media Community

[harrier_mk2]

Good afternoon everyone, iv been trawling the forums for an answer for days now, tried most of the suggestions, and still having issues so if someone can help that would be appreciated

I'm getting regular drops in connection it uses to be much worse, I would get drops of about 20 seconds and if I was playing a game it would usually result in my session being terminated,

so I have tried a reset, switching to modem mode and using my own, a factory reset, I thought it was my pc for a while so I replaced all the cabling,

and I have since been running the quality monitor so I could come to you with some more information about the problem

after the factory reset it got better, now my spikes are more like 10 seconds, and i can usually carry on what ever i was doing but i have never had a problem like this in my last address

https://www.thinkbroadband.com/broadband/monitoring/quality/share/75318defb3fd5cb38f862a9b2058cec470... 

[Andrew-G]

BQM looks like the intermittent impacts of noise or power problems. 

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[harrier_mk2]

3.0 Downstream channels

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

25	330750000	4.300003	34.345688	QAM256	25
1	138750000	6.900002	32.962662	QAM256	1
2	146750000	6.500000	33.376591	QAM256	2
3	154750000	6.500000	33.376591	QAM256	3
4	162750000	6.500000	33.486542	QAM256	4
5	170750000	6.400002	33.956509	QAM256	5
6	178750000	6.000000	33.956509	QAM256	6
7	186750000	6.199997	33.834164	QAM256	7
8	194750000	6.099998	34.345688	QAM256	8
9	202750000	5.699997	34.345688	QAM256	9
10	210750000	5.400002	33.956509	QAM256	10
11	218750000	5.400002	34.483570	QAM256	11
12	226750000	4.900002	33.834164	QAM256	12
13	234750000	4.500000	33.956509	QAM256	13
14	242750000	4.300003	33.834164	QAM256	14
15	250750000	3.900002	32.584778	QAM256	15
16	258750000	3.599998	33.486542	QAM256	16
17	266750000	3.900002	33.486542	QAM256	17
18	274750000	3.400002	33.486542	QAM256	18
19	282750000	2.799999	33.376591	QAM256	19
20	290750000	3.200001	33.834164	QAM256	20
21	298750000	3.700001	34.345688	QAM256	21
22	306750000	3.900002	34.345688	QAM256	22
23	314750000	4.000000	33.956509	QAM256	23
24	322750000	4.500000	34.483570	QAM256	24
26	338750000	3.500000	33.834164	QAM256	26
27	346750000	3.400002	34.483570	QAM256	27
28	354750000	3.700001	34.925610	QAM256	28
29	362750000	3.000000	34.483570	QAM256	29
30	370750000	2.500000	33.956509	QAM256	30
31	378750000	2.799999	33.834164	QAM256	31

3.0 Downstream channels

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

25	Locked	34.345688	14	0
1	Locked	32.962662	484	0
2	Locked	33.376591	329	0
3	Locked	33.376591	331	0
4	Locked	33.486542	161	0
5	Locked	33.956509	53	0
6	Locked	33.956509	45	0
7	Locked	33.834164	33	0
8	Locked	34.345688	23	0
9	Locked	34.345688	22	0
10	Locked	33.956509	38	0
11	Locked	34.483570	24	0
12	Locked	33.834164	71	0
13	Locked	33.956509	81	0
14	Locked	33.834164	63	0
15	Locked	32.584778	1690	0
16	Locked	33.486542	285	0
17	Locked	33.486542	137	0
18	Locked	33.486542	212	0
19	Locked	33.376591	303	0
20	Locked	33.834164	118	0
21	Locked	34.345688	28	0
22	Locked	34.345688	25	0
23	Locked	33.956509	43	0
24	Locked	34.483570	9	0
26	Locked	33.834164	15	0
27	Locked	34.483570	27	0
28	Locked	34.925610	7	0
29	Locked	34.483570	26	0
30	Locked	33.956509	46	0
31	Locked	33.834164	49	0

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM2048

424

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

35

0.7

358878681

0

[Andrew-G]

Assuming you're not on a newly built FTTP network, your downstream SNR looks too low.  I'll flag for staff to take a look and advise.

[Laurie_C]

Hi harrier_mk2,

Thanks for getting in touch, and a very warm welcome back to the Community Forum! I'm sorry about the broadband issues that you're having.

I've been able to locate your account using your Forum details, and I can see that there are some issues showing on your account. I'll need to book an engineer appointment for you, so I'll just need to confirm a few details via Private Message. Please look out for a purple envelope in the top right corner of your screen.

Kind regards,

Laurie

[harrier_mk2]

so the engineer came, saw my signal was lower than expected and after testing my hub at the exchange and seeing no improvement they have given me a new hub and seed an improvement in line quality, however... my problem has not changed at all its the exact same problem and with the same frequency,

i thought id give it some time to see if it settled but alas, any new ideas?

[harrier_mk2]

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25	330750000	4.000000	35.595078	QAM256	25
1	138750000	7.699997	36.609653	QAM256	1
2	146750000	7.099998	36.386890	QAM256	2
3	154750000	7.199997	36.386890	QAM256	3
4	162750000	7.000000	36.609653	QAM256	4
5	170750000	6.900002	36.386890	QAM256	5
6	178750000	6.599998	36.609653	QAM256	6
7	186750000	6.800003	36.609653	QAM256	7
8	194750000	6.699997	37.355988	QAM256	8
9	202750000	6.300003	37.355988	QAM256	9
10	210750000	5.900002	36.386890	QAM256	10
11	218750000	5.800003	36.609653	QAM256	11
12	226750000	5.699997	36.609653	QAM256	12
13	234750000	5.300003	36.609653	QAM256	13
14	242750000	4.900002	36.609653	QAM256	14
15	250750000	4.599998	35.595078	QAM256	15
16	258750000	4.599998	36.386890	QAM256	16
17	266750000	4.599998	35.779911	QAM256	17
18	274750000	4.400002	35.779911	QAM256	18
19	282750000	4.000000	35.779911	QAM256	19
20	290750000	4.400002	35.779911	QAM256	20
21	298750000	5.000000	36.386890	QAM256	21
22	306750000	5.199997	36.609653	QAM256	22
23	314750000	4.800003	36.386890	QAM256	23
24	322750000	4.199997	35.779911	QAM256	24
26	338750000	4.400002	36.386890	QAM256	26
27	346750000	4.400002	36.386890	QAM256	27
28	354750000	4.000000	36.386890	QAM256	28
29	362750000	3.299999	36.386890	QAM256	29
30	370750000	3.400002	36.386890	QAM256	30
31	378750000	3.799999	35.779911	QAM256	31

3.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25	Locked	35.595078	0	0
1	Locked	36.609653	0	0
2	Locked	36.386890	0	0
3	Locked	36.386890	0	0
4	Locked	36.609653	0	0
5	Locked	36.386890	0	0
6	Locked	36.609653	0	0
7	Locked	36.609653	0	0
8	Locked	37.355988	0	0
9	Locked	37.355988	0	0
10	Locked	36.386890	0	0
11	Locked	36.609653	0	0
12	Locked	36.609653	0	0
13	Locked	36.609653	0	0
14	Locked	36.609653	0	0
15	Locked	35.595078	1	0
16	Locked	36.386890	0	0
17	Locked	35.779911	0	0
18	Locked	35.779911	0	0
19	Locked	35.779911	1	0
20	Locked	35.779911	0	0
21	Locked	36.386890	0	0
22	Locked	36.609653	0	0
23	Locked	36.386890	0	0
24	Locked	35.779911	0	0
26	Locked	36.386890	0	0
27	Locked	36.386890	0	0
28	Locked	36.386890	0	0
29	Locked	36.386890	0	0
30	Locked	36.386890	0	0
31	Locked	35.779911	2	0

3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM4096

424

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

37

1.1

199500080

0

[Kath_F]

Hi harrier_mk2, 

Thanks for coming back to us and apologies to hear that things haven't improved despite the Hub being changed. 

Checking the stats on the hub today, I can see that your downstream power levels are a little high. It looks like we'll need to get the engineer back out to you I'm afraid. As you've had a visit recently, the engineer will be a principle technician who will be able to do more in-depth checks. 

I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi harrier_mk2,

 
Thanks for coming back to via private message. 

I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders.

If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 

Lets us know how the appointment goes. 

Take care.