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Constant dropping of Internet/wifi in first week of service

JonReese
On our wavelength

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.

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

330750000
Locked

Ranged Upstream Channel (Hz)

60300180
Locked

Provisioning State

Online

 

Downstream bonded channels

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

13307500001.238256 qam25
2202750000-138256 qam9
3210750000-2.738256 qam10
4218750000-3.738256 qam11
5226750000-3.738256 qam12
6234750000-3.538256 qam13
7242750000-2.238256 qam14
8250750000-0.538256 qam15
9258750000038256 qam16
10266750000038256 qam17
11274750000-1.438256 qam18
12282750000-2.538256 qam19
13290750000-2.438256 qam20
14298750000-238256 qam21
15306750000-138256 qam22
163147500000.538256 qam23
173227500001.238256 qam24
183387500000.438256 qam26
19346750000-0.738256 qam27
20354750000-138256 qam28
21362750000-0.738256 qam29
22370750000038256 qam30
233787500001.440256 qam31
243867500001.938256 qam32



Downstream bonded channels

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

1Locked38.617023021
2Locked38.919514229
3Locked38.922314037
4Locked38.624893398
5Locked38.625803427
6Locked38.630634064
7Locked38.958872833
8Locked38.925984001
9Locked38.923774485
10Locked38.926452577
11Locked38.923953658
12Locked38.622872079
13Locked38.625193021
14Locked38.628762061
15Locked38.626232287
16Locked38.922892733
17Locked38.618781281
18Locked38.916811136
19Locked38.918322328
20Locked38.919901440
21Locked38.621081565
22Locked38.921351667
23Locked40.320501557
24Locked38.916312320

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

16030018044.3512064 qam1
25370042554512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0000

 

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!

14 REPLIES 14

JonReese
On our wavelength

Just to follow up from this. The number of errors in the downstream stats is huge now, less than an hour later!

Downstream bonded channels

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

1Locked38.91146816537
2Locked38.91293124978
3Locked38.61355526252
4Locked38.91426324925
5Locked38.91469923124
6Locked38.91589026171
7Locked38.91862517690
8Locked38.61470325639
9Locked38.91376526000
10Locked40.31402615197
11Locked38.91279723038
12Locked38.61265415380
13Locked38.91380618777
14Locked38.61541514784
15Locked38.91483816923
16Locked38.91377219710
17Locked38.9125379677
18Locked40.3110998326
19Locked40.31140315802
20Locked38.91242110865
21Locked38.91310512538
22Locked40.31341214276
23Locked38.91328110862
24Locked38.91236712865

 

I'm assuming this will need an engineer or something, but will be good for a confirmation either way!

Adduxi
Very Insightful Person
Very Insightful Person

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

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

JonReese
On our wavelength

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.

JonReese
On our wavelength

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.

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

Tom_W

JonReese
On our wavelength

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).

Screenshot 2022-03-21 at 10.05.09.png

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.

JonReese
On our wavelength

Here is a link to my "live graph":

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7b91c8270247bb4331f88fb2100d11a7d3...

Guess I'll have to wait a while for any noticeable packet loss!

JonReese
On our wavelength

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.

@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.