on 10-10-2021 12:07
Hello,
Virgin media have been serving us in the same house in Bristol BS3 for the past 10 years and the service has been incredible. I can't recall a single issue aside from planned short maintenance periods so am a very happy customer so far.
Unfortunately I've just started experiencing issues with the service starting a couple of weeks ago I get regular brief disconnections which mostly cause issues with streaming. Work video calls are disrupted, TV streams buffer, game character dies etc.
The outage is brief (<20 seconds) and occurs roughly every 30 minutes but is severe enough to make the service unusable and I'll need to move to an FTTC provider unless it can be solved.
I've done some investigation on my network, restarted the Hub 3, removed other equipment, monitored traffic etc. but the issue appears to be with Virgin Media unfortunately.
What can I do to get this fixed?
These are the errors after the hub has been running for 2 days.
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 93 90
2 Locked 40.9 79 78
3 Locked 40.3 82 89
4 Locked 40.9 81 92
5 Locked 40.3 70 79
6 Locked 40.3 189 61
7 Locked 40.3 62 99
8 Locked 40.9 80 85
9 Locked 40.9 90 83
10 Locked 40.3 84 76
11 Locked 40.9 75 94
12 Locked 40.3 88 91
13 Locked 40.3 76 76
14 Locked 40.3 102 51
15 Locked 40.9 72 90
16 Locked 40.9 98 57
17 Locked 40.3 94 58
18 Locked 40.9 92 41
19 Locked 40.3 82 55
20 Locked 40.9 75 80
21 Locked 40.9 81 58
22 Locked 40.9 105 56
23 Locked 40.3 143 81
24 Locked 40.3 81 77
on 10-10-2021 13:32
Please post a full set of stats and
Check with Area faults on 0800 561 0061 or if you have a VM landline 150
10-10-2021 17:55 - edited 10-10-2021 18:07
OK, thanks I'll call the number tomorrow. I've called and also checked the status web page but no issues reported.
Status
Item Status Comments
Acquired Downstream Channel (Hz) | 139000000 | Locked |
Ranged Upstream Channel (Hz) | 60300000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 5.5 | 40 | 256 qam | 1 |
2 | 147000000 | 5.6 | 40 | 256 qam | 2 |
3 | 155000000 | 5.6 | 40 | 256 qam | 3 |
4 | 163000000 | 6.3 | 40 | 256 qam | 4 |
5 | 171000000 | 6.4 | 40 | 256 qam | 5 |
6 | 179000000 | 6.8 | 40 | 256 qam | 6 |
7 | 187000000 | 7.1 | 40 | 256 qam | 7 |
8 | 195000000 | 7.5 | 40 | 256 qam | 8 |
9 | 203000000 | 7.6 | 40 | 256 qam | 9 |
10 | 211000000 | 7.9 | 40 | 256 qam | 10 |
11 | 219000000 | 8 | 40 | 256 qam | 11 |
12 | 227000000 | 7.9 | 40 | 256 qam | 12 |
13 | 235000000 | 7.8 | 40 | 256 qam | 13 |
14 | 243000000 | 8.1 | 40 | 256 qam | 14 |
15 | 251000000 | 8 | 40 | 256 qam | 15 |
16 | 259000000 | 8 | 40 | 256 qam | 16 |
17 | 267000000 | 7.8 | 40 | 256 qam | 17 |
18 | 275000000 | 8 | 40 | 256 qam | 18 |
19 | 283000000 | 7.5 | 40 | 256 qam | 19 |
20 | 291000000 | 7.6 | 40 | 256 qam | 20 |
21 | 299000000 | 7.5 | 40 | 256 qam | 21 |
22 | 307000000 | 7.4 | 40 | 256 qam | 22 |
23 | 315000000 | 7.8 | 40 | 256 qam | 23 |
24 | 323000000 | 7.9 | 40 | 256 qam | 24 |
on 10-10-2021 17:56
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 97 | 90 |
2 | Locked | 40.9 | 79 | 78 |
3 | Locked | 40.3 | 83 | 89 |
4 | Locked | 40.3 | 83 | 92 |
5 | Locked | 40.3 | 70 | 79 |
6 | Locked | 40.9 | 202 | 61 |
7 | Locked | 40.3 | 63 | 99 |
8 | Locked | 40.3 | 83 | 85 |
9 | Locked | 40.9 | 92 | 83 |
10 | Locked | 40.3 | 84 | 76 |
11 | Locked | 40.9 | 75 | 94 |
12 | Locked | 40.3 | 92 | 91 |
13 | Locked | 40.3 | 77 | 76 |
14 | Locked | 40.9 | 103 | 51 |
15 | Locked | 40.3 | 73 | 90 |
16 | Locked | 40.9 | 98 | 57 |
17 | Locked | 40.3 | 96 | 58 |
18 | Locked | 40.9 | 94 | 41 |
19 | Locked | 40.9 | 83 | 55 |
20 | Locked | 40.9 | 79 | 80 |
21 | Locked | 40.9 | 82 | 58 |
22 | Locked | 40.3 | 109 | 56 |
23 | Locked | 40.9 | 161 | 81 |
24 | Locked | 40.3 | 84 | 77 |
1 | 60300000 | 39.5 | 5120 | 64 qam | 1 |
2 | 39400000 | 38.8 | 5120 | 64 qam | 4 |
3 | 46200000 | 38.8 | 5120 | 64 qam | 3 |
4 | 53699991 | 39 | 5120 | 64 qam | 2 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 10-10-2021 17:56
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | cmreg-vmdg505-bbt057-b.cm |
Primary Downstream Service Flow
SFID | 75204 |
Max Traffic Rate | 117000047 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 75203 |
Max Traffic Rate | 10500047 |
Max Traffic Burst | 16320 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 16320 |
Scheduling Type | BestEffort |
on 10-10-2021 18:02
on 10-10-2021 18:06
I've called the number and no issues reported, what is the next step?
on 10-10-2021 18:11
on 10-10-2021 18:14
The coax on the modem is nice and tight.
I've got the Hub 3.0 in modem mode and an Asus RT-AC68U router in one port.
on 10-10-2021 18:58