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wildcard
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Message 1 of 19
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Internet connection keeps dropping

For the past three days my internet connection has been dropping repeatedly, multiple times throughout each day. My TV is wired to the hub - it drops repeatedly when watching Netflix for example. Two laptops and two phones connected via wi-fi also drop connection repeatedly. I have switched the hub on and off several times yet it is still happening. Please can Virgin suggest any other options to get my service to be of an acceptable standard? My hub is three years old if that makes a difference!?!

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Very Insightful Person
Very Insightful Person
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Message 2 of 19
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Re: Internet connection keeps dropping

So we can help us to help you, can you

Go to your Superhub Log in screen

Do NOT log in.

Little button top right.....


Can you post Upstream, Downstream and Network logs.



Screen caps are nice, C&P will do- Don't stress about formatting if you C&P. Someone will get a look and see if there's anything obvious amiss.

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

Click to learn more about VIP

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Mark as Helpful Answer if I've helped

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Dav_Lidd
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Message 3 of 19
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Re: Internet connection keeps dropping

If you have a super hub 3.0 it'll actually look more like this:

splashscreen.pngLogin Page

With the next screen being like this:

status screen.pngRouter Status Page

But good luck with this I had similar issues about 3 weeks ago, had my hub replaced and I still have intermittent connections and frequent drops, I came on here last week for more information to discover an ongoing issue in my area (something to do with SNR).

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Forum Team
Forum Team
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Message 4 of 19
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Re: Internet connection keeps dropping

Hi wildcard,

 

thank you for reaching out with regards to your broadband issues. I'm sorry that you've been experiencing an intermittent connection, we can certainly look to resolve this for you.

 

Taking a look at the backend of your services, I can see that your downstream power levels are quite high. We'd need to arrange a tech visit to get this sorted for you. I'll send you a private message now to clear account security, please head to the purple envelope in the top right corner to respond.

 

Thanks,

Rachael

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wildcard
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Message 5 of 19
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Re: Internet connection keeps dropping

Hi. Ive been contacted by a forum moderator to get an engineer booked in but I haven't had any further reply. Could someone confirm if an engineer is coming to visit me today as planned?

Thanks

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Forum Team (Retired) David_Pn
Forum Team (Retired)
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Message 6 of 19
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Re: Internet connection keeps dropping

Hi there wildcard

 

Can I just ask if you received the private message from Rachael as advised in a previous post?

 

If not we can send this again and arrange the visit.

 

Thank you. 

David_Pn
Forum Team

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wildcard
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Message 7 of 19
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Re: Internet connection keeps dropping

Hi. I did but I believe she was out of the office over the weekend. I have responded to a pm from Alex and asked for the engineer to attend between 8-12 this Wednesday 24th.

Thanks

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wildcard
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Message 8 of 19
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Re: Internet connection keeps dropping

Please can somebody confirm whether my request for an engineer has been actioned and that the engineer will be attending as per the booking?

Thanks

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wildcard
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Message 9 of 19
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Re: Internet connection keeps dropping

Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1299000000940256 qam17
21710000008.943256 qam1
3179000000940256 qam2
41870000009.140256 qam3
51950000009.143256 qam4
6203000000940256 qam5
7211000000940256 qam6
8219000000940256 qam7
92270000008.940256 qam8
102350000008.840256 qam9
112430000008.540256 qam10
122510000008.540256 qam11
132590000008.540256 qam12
142670000008.640256 qam13
152750000008.540256 qam14
162830000008.640256 qam15
172910000008.840256 qam16
183070000008.643256 qam18
193150000008.540256 qam19
203230000008.140256 qam20


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.340
2Locked43.300
3Locked40.960
4Locked40.350
5Locked43.3110
6Locked40.950
7Locked40.930
8Locked40.960
9Locked40.360
10Locked40.960
11Locked40.960
12Locked40.950
13Locked40.340
14Locked40.370
15Locked40.940
16Locked40.960
17Locked40.350
18Locked43.360
19Locked40.950
20Locked40.950
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wildcard
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Message 10 of 19
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Re: Internet connection keeps dropping

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1461999934.025512016 qam9
2258000074.3512016 qam12
3326000174.425512016 qam11
4394000144.225512016 qam10


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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