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Frequent incoming internet connection drops

Marc-
On our wavelength

So for the last few weeks I have been having major dropouts on my network, at first I thought it was the hub throttling as there are a few 2.4ghz iot on there. But after a few complete hub resets( pinhole reset) and leaving all my WiFi items disconnected the problem still remains. I have been onto VM a couple of times now and all they say is "our system says there's no fault" and then try upselling me a faster connection or WiFi booster to "fix my issue" . Which I know it won't as it's not a WiFi issues.

 

The problem is I am getting major network packet loss and it's making my connection unusable ( I am having to write this on my mobile data) I have setup a think broadband graph and as you can see it's bad, and seemingly getting worse. Got a few good hours today and thought we may be good but it's gone again

thinkbroadband graph 

 

 

Using my playstation is a no go getting booted from servers every few minutes, making it impossible to use, and just General internet usage is abysmal having to sometimes wait upto 5 minutes for pages to eventually load

IMG_20231130_191025.jpg

 

IMG_20231130_190956.jpg

My Broadband Ping - My virgin broadband
33 REPLIES 33

Adduxi
Very Insightful Person
Very Insightful Person

Whatever it was, seems to have sorted itself out after 12 .....

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Marc-
On our wavelength

Seems to have which is weird as it has been bad for last few weeks , so I posted here and within 12hrs seems to be good again. Going to leave the monitor on for a while see if anything changes or if problem re appears.

I notice that I have only one upstream channel bonded but I see most others seem to have 4, 5 or sometimes more. Is that right ?

 

 

My Broadband Ping - My virgin broadband

Client62
Hero

Check the automated service 0800 561 0061 for any known faults in your street.

The single upstream is not correct, the Hub is transmitting at a very high power to be received at the street cabinet, there should be 4 to 6 upstream channels connected all at a lower power level. This looks like a noise (SNR) fault.


Hub Signal Level Checks


Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

( If already logged in to the Hub menu, the same info is available at : Advanced settings >>> Tools >>> Network status )

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream
Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  Seeing less than four DOCSIS 3.0 channels is usually a signal level fault.

Marc-
On our wavelength

Hi , thanks for timé taken to reply,

Checked and no area faults reported.

Downstream power levels at 4.9 to 5.4 with an snr of 40.

Upstream only one bonded channel, dbmv is 51, with qam 64.

And bad connection seems to have returned at around 9pm tonight 3/12/23

My Broadband Ping - My virgin broadband

Adduxi
Very Insightful Person
Very Insightful Person

Yes, there is a fault for sure.  You should have at least 4 US channels, all QAM64.  VM will need to check this out and send a technician to fix it.

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legacy1
Alessandro Volta

Was you downloading or uploading when this happened?

and when you have one channel is it the Ranged Upstream Channel listed in Status 

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Marc-
On our wavelength

No download or upload at the times it's bad , usually can't do anything and have to revert to mobile data everything just times out. And yes just one upstream channel as in first post. Trying to check now but it just gone bad again and can't  get to the page ATM.

Will have to try for a fourth time tomorrow to get them to listen, all they say is there's nothing wrong even when it's bad as I'm on the phone to them

 

Managed to get to get page up.

Upstream bonded channels

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

1 49599930 51 5120 64 qam 1

 

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 37 0

My Broadband Ping - My virgin broadband

Marc-
On our wavelength

Yesterday evening from 3pm ISH untill after 1am ( we where in bed hours before that) and now from today around 12its bad again. This is getting ridiculous now. Basically making connections unusable. Tried phoning again this morning to be cut off 3 times. Had to stop to calm down. Going to try calling again now, hopefully they don't cut me off again

My Broadband Ping - My virgin broadband

Marc-
On our wavelength

Finally spoke to a tech that actually seems to know something, all other techs have said there's no issues all is fine ect can't see fault. The tech I spoke to today says he can see an issue and that there has been 1952 disconnections in the last 30 days. Jeez that's an average of 67 disconnects a day. He made a few tests took some notes and arranged for a technician ho come tomorrow:) hopefully they actually turn up and can find the issues. Will update if they turn up .

My Broadband Ping - My virgin broadband