Internet dropping out consistently WF14

[Malf1234]

Area: 26

Account [REMOVED]

[REMOVED]

Our internet is constantly dropping out. Sometimes it's OK for half an hour before it drops other times it can be minutes, Superhub 3 is in modem mode, I've plugged a laptop straight into the hub bypassing my switch etc and tested and get the same issue.

There has been a company digging up along our road in the past couple of weeks and this has only just started happening since they started their works.

I've dumped the connection info/logs from the superhub below.

Thanks

Simon

 

Downstream bonded channels

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

1	203000000	1.4	36	256 qam	9
2	211000000	1.5	37	256 qam	10
3	219000000	1	37	256 qam	11
4	227000000	1.4	37	256 qam	12
5	235000000	0.9	37	256 qam	13
6	243000000	1.2	37	256 qam	14
7	251000000	0.7	37	256 qam	15
8	259000000	1	37	256 qam	16
9	275000000	1	37	256 qam	18
10	283000000	1	37	256 qam	19
11	291000000	0.9	37	256 qam	20
12	299000000	1	37	256 qam	21
13	307000000	1	38	256 qam	22
14	315000000	1.4	38	256 qam	23
15	323000000	1.2	38	256 qam	24
16	331000000	1.7	38	256 qam	25
17	339000000	1.5	38	256 qam	26
18	347000000	2	38	256 qam	27
19	355000000	1.5	38	256 qam	28
20	363000000	2.2	38	256 qam	29
21	371000000	1.9	38	256 qam	30
22	379000000	2.2	38	256 qam	31
23	387000000	1.7	38	256 qam	32

Downstream bonded channels

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

1	Locked	36.6	12594345	14863174
2	Locked	37.6	21427403	595342
3	Locked	37.6	33674175	6869639
4	Locked	37.6	11690655	30486452
5	Locked	37.9	18131070	31102494
6	Locked	37.6	27073859	9018754
7	Locked	37.6	8978330	1093642
8	Locked	37.6	19382827	18050198
9	Locked	37.6	24978080	31376306
10	Locked	37.6	25410395	1747218
11	Locked	37.9	18901258	6166303
12	Locked	37.9	9900768	19728370
13	Locked	38.6	10216762	17902876
14	Locked	38.6	28397653	138165
15	Locked	38.9	27527441	4354725
16	Locked	38.6	24670486	173616
17	Locked	38.9	556561	290251
18	Locked	38.9	595707	283333
19	Locked	38.9	1944673	261716
20	Locked	38.6	2879305	109802
21	Locked	38.9	18252850	37972
22	Locked	38.9	24195584	41770
23	Locked	38.9	3811472	15603

Upstream bonded channels

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

1	39400013	50.3	5120	64 qam	4
2	46200191	51	5120	64 qam	3
3	60300034	50.8	5120	64 qam	1
4	53700083	51	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	22	0
2	ATDMA	0	0	30	0
3	ATDMA	0	0	29	0
4	ATDMA	0	0	27	0

[Anonymous]

Please don't post personal details. Mods have been updated.

Re your service check https://www.virginmedia.com/help/service-status

Re your stats loads of post RS errors and high upstream levels suggest a local network issue but also ensure all your cables are connections are tight and secure. 

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[John_GS]

Hi Malf1234

Thanks for posting and welcome to the community. 

Sorry to hear of the internet issues, I fully appreciate the frustration of this.

I can see you've spoke to the team since posting we've sent a tech out - I do hope everything has been resolved but please pop us a post if you still need further assistance.

Best,