wifi dropouts

[katy-i]

Refresh data

Downstream bonded channels

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

1	203000000	1.7	40	256 qam	9
2	139000000	2.5	40	256 qam	1
3	147000000	2.2	40	256 qam	2
4	155000000	1.5	40	256 qam	3
5	163000000	1.7	40	256 qam	4
6	171000000	1.7	40	256 qam	5
7	179000000	2	40	256 qam	6
8	187000000	1.9	40	256 qam	7
9	195000000	1.9	40	256 qam	8
10	211000000	1.2	40	256 qam	10
11	219000000	1.2	40	256 qam	11
12	227000000	1	40	256 qam	12
13	235000000	1	40	256 qam	13
14	243000000	1	40	256 qam	14
15	251000000	1	40	256 qam	15
16	259000000	1	40	256 qam	16
17	267000000	0.7	40	256 qam	17
18	275000000	0.7	40	256 qam	18
19	283000000	0.5	40	256 qam	19
20	291000000	0.5	40	256 qam	20
21	299000000	0.4	40	256 qam	21
22	307000000	0.7	40	256 qam	22
23	315000000	0.9	40	256 qam	23
24	323000000	1	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	9	0
2	Locked	40.3	15	0
3	Locked	40.3	15	0
4	Locked	40.3	26	0
5	Locked	40.9	34	0
6	Locked	40.3	34	0
7	Locked	40.3	25	0
8	Locked	40.3	15	0
9	Locked	40.3	8	0
10	Locked	40.3	12	0
11	Locked	40.9	13	0
12	Locked	40.3	15	0
13	Locked	40.3	10	0
14	Locked	40.3	12	0
15	Locked	40.9	15	0
16	Locked	40.9	14	0
17	Locked	40.3	19	0
18	Locked	40.9	15	0
19	Locked	40.9	8	0
20	Locked	40.3	10	0
21	Locked	40.3	9	0
22	Locked	40.9	11	0
23	Locked	40.3	19	0
24	Locked	40.3	26	0

[Steven_L]

Thanks for coming back to us @katy-i.

I have looked further into this and cannot see any issues with your connection or in the local area.

How has your connection been running over the Easter weekend?

Regards,

Steven_L

[katy-i]

Hi 

the Wi-Fi has been fine upunitl now again having looked at the router status more critical errors and thousands of post rs errors in all channels 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[Natalie_L]

Hi katy-i

Thanks for getting back to us. 

When you say the WiFi has been fine up until now, can you please confirm if you begun to experience further issues? 

Having checked the account, your equipment and signals appear to be running within specification and no errors found.

Thank you 

[katy-i]

Hi 

Before a couple of days ago we were still having no raging response errors but not causing any serious problems but we now have had another dropout with all device's connected via wifi go off and the router wifi signal indicater flickers and then comes back on

[Akua_A]

In this case, are you able to run a broadband quality monitor https://www.thinkbroadband.com/broadband/monitoring/quality on your service over the next 24 hrs so we can get a deeper look into what may be going on?

Thanks,

[katy-i]

i did set one up a while ago here is the link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/1eaf531c8febc7ced52c5e3e78cd801a66cb2d6a

[Andrew-G]

If you're still seeing rising post-RS errors on selected channels, that's down to noise (interference, if you like) on the broadband connection to your hub.  Most commonly this is down to a cable or joint fault that's allowing in external radio frequency transmissions, from the likes of emergency services radio, TV, radio or even mobile phone signal broadcasts.

The only thing within your control to check is to undo and firmly remake connections at both ends of the coax cable to the hub.  If that gets no improvement, then it will need a competent technician to take a look.  

What you're interested in is post-RS errors; pre-RS can be ignored as they don't have any effect on performance.  The hub should clear the error counters every time it is restarted.  So either track values by taking a record of them and seeing how they change, or reboot the hub, and see what they're showing after say 12 hours run time.

[Hayley_S]

Hello @katy-i,

Welcome back, thanks for posting.

I am sorry for the issues with your services.

Can you please tell me how it is for you at the moment? 

Many thanks,

[katy-i]

Hi,

it was working fine but a few das ago had a firware update over night seemed of fixed things but then another T3 timeout and now 

NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism multiple i have read another person on the forum and they said it was just the hub that needed replacing , it is getting anoying now as everyone is kicked of the wifi for a minute or two

thanks

[Tom_W1]

Hi @katy-i thanks a lot for your post and I'm sorry you've had dropouts over the weekend.

If your Hub is in Modem Mode and you're linked to a third party router, then this could potentially be the cause of the dropouts even though yes - can you please try to have your Virgin Media Hub in Router Mode and see how your devices perform when connected directly to your Virgin Media Hub as there are no issues on the line causing what you're experiencing?

Many thanks