on 05-08-2021 11:05
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
on 05-08-2021 11:34
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.
on 05-08-2021 12:21
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 |
33 | 94 | 4K | 1840 | QAM2048 | 424 |
33 | Locked | 35 | 0.7 | 358878681 | 0 |
on 06-08-2021 07:44
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.
on 06-08-2021 08:43
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
on 14-08-2021 09:17
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?
on 14-08-2021 09:19
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 |
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 |
33 | 94 | 4K | 1840 | QAM4096 | 424 |
33 | Locked | 37 | 1.1 | 199500080 | 0 |
on 16-08-2021 10:49
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,
on 25-08-2021 13:26
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.