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ReddersSW
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Internet connection problems

Hub 3.0 - V6 tv box

Problem has started roughly 3 weeks ago now, my internet connection would drop and I would have to restart the hub for it to reconnect and work as I would have constant green flashing lights on the hub.

This gradually got worse and more frequent so I called virgin and had a new hub sent out.

I have installed, called virgin and had the new hub activated tonight but the problem has got much, much worse.

After reading the forums i have now signed up to a connection monitor, the below image shows dropped packets since starting my monitoring this evening.

 Screenshot_20190808-233951_Chrome.jpg

Please also see down stream/upstream data from the router20190808_234927.jpg

 

20190808_234908.jpg

 

20190808_234833.jpg

If anyone can check these over and see if anything is obviously wrong I would be extremely greatful. I have checked and made sure all connections/wires are secure and damage free, ive gone to the box out thefront of the house and made sure that is ok also.

Any help greatly appreciated!

Thank you

 

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ReddersSW
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Re: Internet connection problems

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ReddersSW
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Re: Internet connection problems

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/42d9ce09296bd3c6b3b6a7a33796e...[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/42d9ce09296bd3c6b3b6a7a33796e7834f7c63ac-09-08-2019][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/42d9ce09296bd3c6b3b6a7a33796e7834f7c63ac-09-08-2019.png[/img][/url]

 

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ReddersSW
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Re: Internet connection problems

Capture.PNG

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ReddersSW
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Re: Internet connection problems

for whatever reason I cannot upload images on to this forum, the web links dont work also. unsure how I can post this information

 

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ReddersSW
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Re: Internet connection problems

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ReddersSW
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Re: Internet connection problems

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1586750000-7.737256 qam23
2410750000-6.536256 qam1
3418750000-6.936256 qam2
4426750000-6.436256 qam3
5434750000-6.237256 qam4
6442750000-6.537256 qam5
7450750000-6.537256 qam6
8458750000-6.737256 qam7
9466750000-6.737256 qam8
10474750000-7.536256 qam9
11482750000-7.437256 qam10
12490750000-7.234256 qam11
13498750000-7.537256 qam12
14506750000-7.737256 qam13
15514750000-837256 qam14
16522750000-8.436256 qam15
17530750000-8.436256 qam16
18538750000-8.225256 qam17
19546750000-7.736256 qam18
20554750000-731256 qam19
21562750000-737256 qam20
22570750000-7.737256 qam21
23578750000-837256 qam22
24594750000-7.537256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.3119
2Locked36.3160
3Locked36.6164
4Locked36.61413
5Locked37.32413
6Locked37.32613
7Locked37.3317
8Locked37.3340
9Locked37.3220
10Locked36.8194
11Locked37.3271
12Locked34.91592
13Locked37.6120
14Locked37.3110
15Locked37.3361
16Locked36.6315
17Locked36.32210
18Locked25.2237274936096974
19Locked36.6139
20Locked31417604879
21Locked37.61213
22Locked37.3204
23Locked37.6107
24Locked37.3190

 

Upstream bonded channels

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

1394000154.15512016 qam2
2257996793.975512032 qam4
3325995654.05512032 qam3
4462003474.175512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



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Adduxi
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Re: Internet connection problems

Your Downstream power levels are too low, they should be between -6 and +10.  Also you have noise on two channels as shown by the large number of PostRS errors.  Ideally there shouldn't be any. This will need an engineer to fix, so call and report the fault.

By the way, the images only show up after a Mod approves them, so it's not your fault 🙂

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ReddersSW
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Re: Internet connection problems

Thank you very much for the response

 

I have called Virgin and an engineer confirmed the downstream was low so he boosted it and now seems to be ok. Im thinking the large amount of PostRS errors are due to the hub constantly resetting when dropping connection? i will keep any eye on it.

all is ok on internet for my computer which is connected via ethernet cable, however none of my wireless devices can now connect as the default password is now incorrect to log in.... 

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ReddersSW
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Re: Internet connection problems

So, after calling virgin and them admitting the power levels were too low and needed to be changed the problem still persists...internet constantly drops

Had a loss of service due to repair work being carried out in the area, which was meant to improve my service, I have had a replacement hub which I have had set up and the problem still remains

I have taken screen shots of the web monitor I signed up to and you can see I am without connection more than I am with it.

After speaking to virgin 'helpdesk' they said I would be automatically re-reimbursed for downtime which I cant see on my bill, getting pretty fed up. Why should I be having to sign up to a community forum to get help and not have the issue resolved by Virgin?? Why should I be having to sign up to a web moniotr page and spend my time uploading pictures here to show I have no service.....

Another hour of my life going to be wasted spent on the phone it seems listening to hold music....

 

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