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New install and having drop out issues.

Hi,

I have had virgin media broadband installed for around a week now and i am having connectivity issues. There seems to be period where the latency sky rockets for a short period and then recovers. This makes streaming Netflix and playing PS4 almost impossible with the lag spikes. 

The issue seems to be worse over WiFi than a cabled connection. i have already attempted changing WiFi channels etc but this does not resolve the issue. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/68b96f2852fc79155a71c84e873c63e106636376

Downstream bonded channels

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

140275000013.638256 qam25
218675000011.537256 qam7
319475000011.638256 qam8
420275000011.538256 qam9
521075000011.538256 qam10
621875000011.438256 qam11
722675000011.337256 qam12
823475000011.138256 qam13
924275000010.937256 qam14
102507500001137256 qam15
1125875000010.937256 qam16
1226675000010.938256 qam17
1327475000010.938256 qam18
1428275000010.638256 qam19
1529075000010.937256 qam20
162987500001137256 qam21
1730675000010.838256 qam22
1831475000011.337256 qam23
1932275000011.538256 qam24
2041075000013.538256 qam26
214187500001438256 qam27
2242675000013.838256 qam28
2343475000013.938256 qam29
244427500001438256 qam30



Downstream bonded channels Upstream bonded channels

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

1462001674.2512064 qam3
2394000004.2512064 qam4
3537000184.15512064 qam2
4325999664.15512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

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

1Locked38.9100
2Locked37.6370
3Locked38.6470
4Locked38.6430
5Locked38.6280
6Locked38.9350
7Locked37.3220
8Locked38.9230
9Locked37.6470
10Locked37.6170
11Locked37.6340
12Locked38.6320
13Locked38.6220
14Locked38.6340
15Locked37.6350
16Locked37.6250
17Locked38.6400
18Locked37.6350
19Locked38.61550
20Locked38.6610
21Locked38.9320
22Locked38.6460
23Locked38.6560
24Locked38.923

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Re: New install and having drop out issues.

Looking at the figures you have posted your down stream power levels are out of spec you will need an engineer to adjust.


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Re: New install and having drop out issues.

As John has stated, your signal power levels are outside the required range to work optimally. You can arrange for a technician via Live Chat within the Help section of the Virgin Media main website.

Liam


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Re: New install and having drop out issues.

hi, 

As others have stated, the downstream levels are too high, they need to be between +10 and -6 and an engineer will need to come out t adjust those. try using the online webchat to get this booked in for yourself. 

whilst doing that you can also change the smart wifi settings yourself, this will help also.

Login to your hub - 

type 192.168.0.1 into your web browser

insert hub password (8 digits long on the bottom of your hub)

Advanced settings > Wireless Signal > click 'disable optimisation' > then apply changes.

you can also change the 2.4G and 5G to manual, then select channel 6 or 7 for 2.4G and 36 or 40 for 5G

bandwidth changed to 20/40 on 2.4G and 20/40/80 on 5G

apply changes also

hope this helps


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