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graalex
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persistent issue with intermittent internet & TV

For weeks I have been suffering intermittent internet, it constantly cuts off for a few seconds meaning I lose my connection to work & also calls with customers drop as we use teams to call the customers in the states. This is becoming a real problem when trying to work from home. It seems that this is a widespread issue with other users in town having the same issue as well as some of my work colleagues. When the internet drops the TV service also drops out at the same time. I phoned 150 who restarted router made absolutely no difference. Data from router pasted below.

graalex_0-1610728656307.pnggraalex_1-1610728691075.png

I'm hoping someone can suggest a solution

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jbrennand
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Re: persistent issue with intermittent internet & TV

Have you checked for “known network faults”?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.

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John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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graalex
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Re: persistent issue with intermittent internet & TV

first thing i check there are no known issues, service has cut off twice while i have been on teams calls to the states today, probably cut off 4 or 5 times since i started work at 4pm
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jbrennand
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Re: persistent issue with intermittent internet & TV

Those RS errors are a potential issue so can you follow this protocol and post up the stats as formatted text not images as it says.
-----------------------------------

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

Then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

Then, 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 unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. 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 again.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - 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 - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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graalex
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Re: persistent issue with intermittent internet & TV

The post RS results I included in the post were the results after performing a hub reset. The post RS results had been set to zero the results posted were only a few hours after reset. When the service drops out Live TV also drops out this is happening multiple times a day. 

          I will set up the monitor to see what that shows

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jbrennand
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Message 6 of 9
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Re: persistent issue with intermittent internet & TV

Sometimes a reset doesnt work to clear the RS error counts - but as you looked - that means you have a horrendous connection and they are probably up into the millions by now - is that still happening?

post up the link to the shared live BQM as soon as you have it

As the TV is dropping too - you certainly will need a tech visit to sort it out.

Call it in as a fault 08.00 is the best time to get through with shortest wait times

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John
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I do not work for VM. 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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graalex
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Message 7 of 9
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Re: persistent issue with intermittent internet & TV

Definitely need tech visit

graalex_0-1611007138532.png

 



Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 9476 38370
2 Locked 37.3 11266 49825
3 Locked 37.3 11038 48259
4 Locked 37.3 10907 48364
5 Locked 36.6 11132 48670
6 Locked 37.6 10751 48084
7 Locked 37.6 10631 46546
8 Locked 37.3 10628 45386
9 Locked 37.3 10401 45245
10 Locked 37.3 10108 44664
11 Locked 37.6 10255 43616
12 Locked 37.6 9977 42794
13 Locked 37.3 9963 41814
14 Locked 37.6 9581 41034
15 Locked 37.6 9483 40329
16 Locked 37.3 9447 38760
17 Locked 37.3 9303 37929
18 Locked 37.6 9234 45486
19 Locked 37.6 9188 35798
20 Locked 37.3 9295 43547
21 Locked 37.6 9314 43652
22 Locked 37.6 9366 43195
23 Locked 37.6 9495 48715
24 Locked 37.6 9476 41925

Did full reset of Router this morning & errors were at zero

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graalex
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Message 8 of 9
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Re: persistent issue with intermittent internet & TV

Giving up with forum, almost giving up with virgin, can't get through on phone to report fault, can't message for support, no option to email to report fault & the self help website just takes you round in circles, I cannot find an option to book an engineer, very frustrated 22 times service has cut off since Monday lunchtime.
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gary_dexter
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Message 9 of 9
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Re: persistent issue with intermittent internet & TV


@graalex wrote:
Giving up with forum, almost giving up with virgin, can't get through on phone to report fault, can't message for support, no option to email to report fault & the self help website just takes you round in circles, I cannot find an option to book an engineer, very frustrated 22 times service has cut off since Monday lunchtime.

There's no SLA for faults on residential broadband.

Response times on the forum from a rep are 5-10 days average.


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