New installed internet keeps disconnecting

[Xenx]

Today i had transferred over to virgin media and had the technical install our wifi. I haven’t been able to stay on the wifi for longer that 10 minutes, it drops out and then comes back for a few minutes. I’ve tried power cycling and resetting. Here is my router status

Upstream bonded channels

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

0	49600000	47.5	5120	QAM 64	9
1	43100000	46.8	5120	QAM 64	10
2	36600000	46.3	5120	QAM 64	11
3	30100000	45.8	5120	QAM 64	12
4	23600000	45	5120	QAM 64	13

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

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

1	331000000	0.4	41	QAM 256	25
2	139000000	6.1	42	QAM 256	1
3	147000000	6.2	42	QAM 256	2
4	155000000	6.1	42	QAM 256	3
5	163000000	6	42	QAM 256	4
6	171000000	5.8	42	QAM 256	5
7	179000000	5.8	42	QAM 256	6
8	187000000	5.4	41	QAM 256	7
9	195000000	5.5	41	QAM 256	8
10	203000000	5.3	42	QAM 256	9
11	211000000	5.4	41	QAM 256	10
12	219000000	5.4	42	QAM 256	11
13	227000000	5	42	QAM 256	12
14	235000000	4.7	42	QAM 256	13
15	243000000	4.2	41	QAM 256	14
16	251000000	3.7	41	QAM 256	15
17	259000000	3.5	42	QAM 256	16
18	267000000	3.3	41	QAM 256	17
19	275000000	2.5	41	QAM 256	18
20	283000000	2.5	41	QAM 256	19
21	291000000	1.9	41	QAM 256	20
22	299000000	1.8	41	QAM 256	21
23	307000000	1.5	41	QAM 256	22
24	315000000	1.3	41	QAM 256	23
25	323000000	0.3	41	QAM 256	24
26	339000000	0.4	40	QAM 256	26
27	347000000	0.5	40	QAM 256	27
28	355000000	-1.2	40	QAM 256	28
29	363000000	-1.4	40	QAM 256	29
30	371000000	-2.2	40	QAM 256	30
31	379000000	-2.7	39	QAM 256	31

Downstream bonded channels

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

1	Locked	41	0	0
2	Locked	42	0	0
3	Locked	42	0	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	42	0	0
11	Locked	41	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	42	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	40	0	0
27	Locked	40	0	0
28	Locked	40	0	0
29	Locked	40	0	0
30	Locked	40	0	0
31	Locked	39	0	0

12-10-2023 02:38:51noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:38:49noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:38:30warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:38:30noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:37:55noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:37:40noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:37:33noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:37:24warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:37:10noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:37:00noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:36:36noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:36:22noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:36:14warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:35:23noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:35:17noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:35:03noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:35:00warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:34:57noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:34:42noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:34:40warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:34:39noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:34:30noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:34:15noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:33:50warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:33:38noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:33:34noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:33:29noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:33:20warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:33:18noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:33:17noticeCM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:32:58warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;12-10-2023 02:32:54noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Xenx]

I also wanted to add that my speeds are supposed to be 1Gig but they’re only around 40mbps? with upload at 90mbps+

[jpeg1]

Are those speeds over WiFi, connected on the 2.4GHz band?   If so they are not unrealistic. Have a read of the WiFi advice threads on the Networking and WiFi page 

But there is another issue shown by the stats you posted. A drop of 9dB from the lowest to highest downstream channels suggests a cable fault or poor connection. Check the coax connections carefully to make sure the centre conductors are not damaged, and screw them tight. If that doesn't help you will need to phone up for support. 

[Xenx]

I believe i’m connected to the 5Ghz band but im unsure how to check. I also tested it through ethernet and i get the same speeds and drops. The coax cable is firmly connected and so are the other cables. 

[Xenx]

is it possible that the technician hasn’t correctly installed the coax to the brown bocks outside? If so am i able to check or is that against virgin media’s terms?

[jpeg1]

If that is the ethernet speed it confirms there is a fault somewhere. Phone Customer Service and report a fault. 

[Xenx]

I phoned them last night and this morning and they told me just to wait 24-48 hours and it should work 

[jpeg1]

Just the usual lie to get rid of the call. 

If you are still within the 14 day cooling off period, phone again. Take the menu options for 'thinking of leaving', and say you will cancel unless they fix it right away. 

[Xenx]

I would cancel but the technician that came out yesterday removed my master socket from the ISP i came from so i’d be back to square one if i left

[jpeg1]

They shouldn't have done that. You have been badly treated. I would still threaten to leave as that is the way to get it fixed.

Virginmedia's service gets worse and worse.