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Message 11 of 88
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Re: Internet keeps disconnecting

Hi I am also having problems with our internet disconnecting. Yesterday it was about 14 times, which is really unacceptable.

We have called Virgin and an engineer came out to put an attenuator on to slow the upload speed, although the engineer said that it may not fix the problem. The router has been replaced and the hub has been restarted twice remotely when we called for further help and we still get problems. Does anyone have any advice on what else we can do? I feel like maybe there isn't anything left that can be done.

Thanks for reading

Giulia

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Message 12 of 88
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Re: Internet keeps disconnecting

Can you please help me with my connection problems? My laptop is constantly looking for the network and has been doing this for nearly 2 months now. I have never had a constant reliable connection since joining virgin 2 years ago and I am absolutely fed up with it.
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Message 13 of 88
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Re: Internet keeps disconnecting

Hi GiuliaM, 

Thanks for posting! I am sorry to learn that you're having troubles with your internet disconnecting, I apologise for any inconvenience caused.

I have tested your connection from here and I can see that you're only locking on to 1 upstream channel, an engineer will need to attend in order to resolve this for you.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking. Please respond to me there and I'll get this sorted for you.

Take care,

Thanks, 

Adam.


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Message 14 of 88
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Re: Internet keeps disconnecting

I had this issue as well and when the engineer came out he fitted a new hub but said, after disappearing to the top of the street for 10 minutes, that there was a critical issue with the street box but that until a certain level, presumably of complaints had been reached nothing would be done.

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Message 15 of 88
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Re: Internet keeps disconnecting

For the past 2 months I am having the same issue, since I moved to Virigin and my mobile, laptop keep loosing wireless connection. Not good when you are working from home. I connect directly to be able to work.

What is the solution to this problem?

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Message 16 of 88
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Re: Internet keeps disconnecting

I have been having the same issue.  I keep losing connection.

This is my router status

Downstream DS-1DS-2DS-3DS-4DS-5DS-6DS-7DS-8Frequency (Hz)203000000 Hz171000000 Hz179000000 Hz187000000 Hz195000000 Hz211000000 Hz219000000 Hz227000000 HzLock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLockedChannel ID51234678ModulationQAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM256Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000Interleave DepthI=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17Power Level (dBmV)2.2 dBmV1.3 dBmV1.3 dBmV1.2 dBmV0.7 dBmV2.8 dBmV2.8 dBmV2.5 dBmVRxMER (dB)41.4 dB41.9 dB41.9 dB41.9 dB41.3 dB42.0 dB41.9 dB41.4 dB

Upstream US-1US-2US-3US-4Channel Type2.02.0N/AN/AChannel ID12N/AN/AFrequency (Hz)46200000 Hz39400000 HzN/AN/ARanging StatusSuccessSuccessN/AN/AModulationQAM16QAM16N/AN/ASymbol Rate (Sym/sec)51200005120000N/AN/AMini-Slot Size128128N/AN/APower Level (dBmV)45.5 dBmV45.0 dBmVN/AN/AT1 Timeouts00N/AN/AT2 Timeouts00N/AN/AT3 Timeouts00N/AN/AT4 Timeouts00N/AN/A

Network Log

First TimeLast TimePriorityError NumberDescription
 07/01/2017 13:37:16  07/01/2017 13:37:16  Warning (5)  2436694062 

 Unicast DSID PSN startup error 

 

 

When I troubleshoot the problem I get the message "Windows could not automatically detect this network's proxy settings"

I have researched the problem online but no suggestions have worked.

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Message 17 of 88
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Re: Internet keeps disconnecting

Hi Stuartt, 

Thanks for getting in touch to let us know about your internet disconnecting all the time. I apologise for any troubles incurred.

I've run some checks from here on your connection and I noticed that there's been a few T4 time outs inside the Hubs logs since the last reboot, I would like to arrange for this to be investigated further by one of our engineers for you.

I will send you a PM (purple envelope at the top) detailing what's required to proceed with making the booking, please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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Message 18 of 88
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Re: Internet keeps disconnecting

Hi Adam,

 

I have the same issue and sadly reach at this point after a 6 month catalogue of issues before an install eventually took place. Today is Day 1 of my installation and here I am keep getting disconnected what appears to be every 10-20 mins! I have already raised a complaint about the installation and construction issues and really don;t want to raise another. Is there something that you can do to assist me?

 

 

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Message 19 of 88
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Re: Internet keeps disconnecting

The single best solution to these problems is to ditch Virgin and sign up to a more caring ISP. I have been fighting with similar disconnection problems for a year now and nothing has changed. Enough is enough.

RIP Virgin Media- soon to be ex-Virgin customer (18 year veteran)

 

 

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Message 20 of 88
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Re: Internet keeps disconnecting

Hey there kardaa,

Thanks for your post and a big welcome to the community 😄

Really sorry for the connection problems you've recently experienced. Has this settled down at all since your last post?

Everything looks good from our end with regards to your power and SNR levels, please let us know if you still need help.

Take care.

Heather_J

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