on 18-03-2022 09:20
Hi all,
I had my Virgin Media broadband activated just under a week ago (the previous owner had already had it installed, so it was just a case of setting my new router up). However we have been seeing constant issues with either the connection to the router itself dropping (i.e. the wifi) or the Internet connection to the router completely dropping too. I thought for the first couple of days it might be the engineers testing the line but as it has been 6 days now, I'm guessing there are other issues. I've checked online to see if there are any issues in my local area, and all seems well. I've even changed the network name and all the settings (upgraded the security to WPA2, etc), and have done a reset via the pin button on the back of the router a couple of times.
I will eventually buy and set up a mesh network to improve the overall signal and performance of the connection, but I'd like to ensure the connection is stable prior to doing that! It isn't an issue with signal as I have had connection problems in the same room as the router. I've noticed a lot of downstream errors in the network status section of the router page. I'll add all the stats now just in case anyone has an idea what the problem might be. Please note I reset the Hub 3.0 about 30 minutes ago, so I assume all the error stats were reset prior to that.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 330750000 | 1.2 | 38 | 256 qam | 25 |
2 | 202750000 | -1 | 38 | 256 qam | 9 |
3 | 210750000 | -2.7 | 38 | 256 qam | 10 |
4 | 218750000 | -3.7 | 38 | 256 qam | 11 |
5 | 226750000 | -3.7 | 38 | 256 qam | 12 |
6 | 234750000 | -3.5 | 38 | 256 qam | 13 |
7 | 242750000 | -2.2 | 38 | 256 qam | 14 |
8 | 250750000 | -0.5 | 38 | 256 qam | 15 |
9 | 258750000 | 0 | 38 | 256 qam | 16 |
10 | 266750000 | 0 | 38 | 256 qam | 17 |
11 | 274750000 | -1.4 | 38 | 256 qam | 18 |
12 | 282750000 | -2.5 | 38 | 256 qam | 19 |
13 | 290750000 | -2.4 | 38 | 256 qam | 20 |
14 | 298750000 | -2 | 38 | 256 qam | 21 |
15 | 306750000 | -1 | 38 | 256 qam | 22 |
16 | 314750000 | 0.5 | 38 | 256 qam | 23 |
17 | 322750000 | 1.2 | 38 | 256 qam | 24 |
18 | 338750000 | 0.4 | 38 | 256 qam | 26 |
19 | 346750000 | -0.7 | 38 | 256 qam | 27 |
20 | 354750000 | -1 | 38 | 256 qam | 28 |
21 | 362750000 | -0.7 | 38 | 256 qam | 29 |
22 | 370750000 | 0 | 38 | 256 qam | 30 |
23 | 378750000 | 1.4 | 40 | 256 qam | 31 |
24 | 386750000 | 1.9 | 38 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 1702 | 3021 |
2 | Locked | 38.9 | 1951 | 4229 |
3 | Locked | 38.9 | 2231 | 4037 |
4 | Locked | 38.6 | 2489 | 3398 |
5 | Locked | 38.6 | 2580 | 3427 |
6 | Locked | 38.6 | 3063 | 4064 |
7 | Locked | 38.9 | 5887 | 2833 |
8 | Locked | 38.9 | 2598 | 4001 |
9 | Locked | 38.9 | 2377 | 4485 |
10 | Locked | 38.9 | 2645 | 2577 |
11 | Locked | 38.9 | 2395 | 3658 |
12 | Locked | 38.6 | 2287 | 2079 |
13 | Locked | 38.6 | 2519 | 3021 |
14 | Locked | 38.6 | 2876 | 2061 |
15 | Locked | 38.6 | 2623 | 2287 |
16 | Locked | 38.9 | 2289 | 2733 |
17 | Locked | 38.6 | 1878 | 1281 |
18 | Locked | 38.9 | 1681 | 1136 |
19 | Locked | 38.9 | 1832 | 2328 |
20 | Locked | 38.9 | 1990 | 1440 |
21 | Locked | 38.6 | 2108 | 1565 |
22 | Locked | 38.9 | 2135 | 1667 |
23 | Locked | 40.3 | 2050 | 1557 |
24 | Locked | 38.9 | 1631 | 2320 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300180 | 44.3 | 5120 | 64 qam | 1 |
2 | 53700425 | 54 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 3 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
I thought I'd come here prior to phoning customer service and potentially having an engineer booked if it is an issue that could be sorted without that!
Thank you in advance!
on 18-03-2022 10:07
Just to follow up from this. The number of errors in the downstream stats is huge now, less than an hour later!
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 11468 | 16537 |
2 | Locked | 38.9 | 12931 | 24978 |
3 | Locked | 38.6 | 13555 | 26252 |
4 | Locked | 38.9 | 14263 | 24925 |
5 | Locked | 38.9 | 14699 | 23124 |
6 | Locked | 38.9 | 15890 | 26171 |
7 | Locked | 38.9 | 18625 | 17690 |
8 | Locked | 38.6 | 14703 | 25639 |
9 | Locked | 38.9 | 13765 | 26000 |
10 | Locked | 40.3 | 14026 | 15197 |
11 | Locked | 38.9 | 12797 | 23038 |
12 | Locked | 38.6 | 12654 | 15380 |
13 | Locked | 38.9 | 13806 | 18777 |
14 | Locked | 38.6 | 15415 | 14784 |
15 | Locked | 38.9 | 14838 | 16923 |
16 | Locked | 38.9 | 13772 | 19710 |
17 | Locked | 38.9 | 12537 | 9677 |
18 | Locked | 40.3 | 11099 | 8326 |
19 | Locked | 40.3 | 11403 | 15802 |
20 | Locked | 38.9 | 12421 | 10865 |
21 | Locked | 38.9 | 13105 | 12538 |
22 | Locked | 40.3 | 13412 | 14276 |
23 | Locked | 38.9 | 13281 | 10862 |
24 | Locked | 38.9 | 12367 | 12865 |
I'm assuming this will need an engineer or something, but will be good for a confirmation either way!
18-03-2022 10:19 - edited 18-03-2022 10:20
Yes, you are missing two Upstream channels, (should be 4) and far too many PostRS errors. These ideally should remain at zero, as they indicate noise on the circuit.
A VM Technician will be need to fix this. If you wait here a day or two a VM Mod will pick this up.
Going forward setup a BQM to easily monitor your circuit. www.thinkbroadband.com/ping
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on 19-03-2022 08:34
Thanks very much for that useful info. Annoyingly the question is now marked as solved because I suggested your answer was "helpful" so not sure if anyone will from Virgin Media will see it! I'll have to contact them myself I think as the connection is shocking.
on 21-03-2022 08:51
Can somebody from Virgin Media please pick this up? I've had horrendous issues this weekend with either no connection to the router itself or no Internet at all. This will need an engineer given that the issue is with the connection coming into my house. Thanks.
on 21-03-2022 09:53
Hi @JonReese, thanks for your post although I'm sorry to hear of your concerns raised.
I've ran diagnostics on our systems, and quite surprisingly (due to @Adduxi's comments) I've not actually found any problems at all - all upstream and downstream levels are in spec, so there's no congestion and also all power levels are within requirements too - everything is as it should be.
Are you able to perhaps set up a BQM as advised in this thread, upload the findings and we can take things from there?
Many thanks
on 21-03-2022 10:07
Hi Tom,
I've had horrendous issues over the weekend, and decided to do a 60 second pinhole reset first thing this morning before work. I've noticed that I now have 4 upstream channels when previously it was 2, but I'm still getting loads of downstream errors (as seen in this screenshot below).
That's since about 8.30am this morning. I can setup a quality monitor but given the errors, I didn't think this would be necessary to see that there is a problem here.
Thanks.
on 21-03-2022 10:31
Here is a link to my "live graph":
Guess I'll have to wait a while for any noticeable packet loss!
on 23-03-2022 08:00
Looks like there were some huge issues overnight last night on my connection. And I've also had an on and off connection this morning.
on 23-03-2022 08:20
@Adduxi is correct - it's one skanky connection, and needs fixing by VM, there's nothing you can do if you've already undone and remade all coax connectors securely. Downstream power levels are all over the place, with too wide a range; there's high post-RS (uncorrectable) error counts on all downstream channels, you're missing two upstream channels, one upstream channel is well out-of-spec at 54 dBmV showing high levels of upstream noise. Latest data shows that post-RS errors are climbing, BQM is a stinker with interruptions and packet loss, meanwhile VM are saying "looks good from our side". Doesn't look good to me.
Bear in mind you only have a few remaining days of your 14 day cooling off period, after that it's 18 months.