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 and I'm sorry that you're issues are still ongoing. 

I have looked into your connection and the local area and cannot find anything that would be causing the issues that you're having.

How has your connection been running since you last posted?

Regards,

Steven_L

[katy-i]

hi it is now a weekly occurence that the router is quick restarting witha error of notice atom.

This is just going round and round now there is something not correct in the house more like the router and it needs sorting as this has now been going on for 2 months since we started with virgin.

[Tom_W1]

Hi @katy-i thanks for your reply.

I'm really sorry, but there are no errors at all from our side - we also cannot see any evidence to support the dropouts on the network, so I'd advise setting up another live BQM so we can monitor this please.

This will monitor the state of your connection and record any network dropouts.
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum.
Many thanks

[katy-i]

hi

i have posted the direct like multiple times 

i know there is no problems out side but there obviously something in the house more to the point the HUB 3 causing CPU overlaod and T3 timeouts causing all devices to go offline 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6f4af9b2ab5cdb7a3bee637466a955c914...

[Kath_F]

Hi katy-i, 

Thanks for coming back to us on this and for sharing the link. 

As I can see the dropouts visible on the BQM, I would like to arrange for an engineer to come out and check things. 

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 katy-i,

Thanks for coming back to me so quickly via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. 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. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[katy-i]

Hi

The technician visited and replaced a few things which has fixed most problems but still getting notice atom errors which restarts the hub and kicks everyone off which is a broken hub can one be sent out as this is now the only problem 

Thanks

[David_Bn]

Good Afternoon @katy-i, thanks for coming back to us and I'm sorry to hear of the Wi-Fi drops outs.

I've looked into the status of the hub and everything appears to be within spec.

Have you been experiencing further drop outs since your post on Monday?

Does this happen on certain devices, or within certain areas of the property?

Kindest regards,

David_Bn

[katy-i]

Hi

This is happening around once a week all devices lose connection 

This has happened to someone else on the forum and was said that it does a quick restart because of cpu overload and had the hub replaced link to the post below

https://community.virginmedia.com/t5/Networking-and-WiFi/ATOM-is-restarted-as-part-of-Self-Healing-M...

[katy-i]

this has now happed again this evening all wifi devices loose connection with the same message 

this NEEDS SORTING 

16/06/2022 19:11:18

notice

NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/06/2022 22:10:26

notice

NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;