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Wall box

Barnesy44
Joining in

Hi I keep having issues with my internet dropping and buffering, my wall box which is not on the wall was there when I moved in, tbh it looks dodgy, is there a way of checking that it’s not the box causing the issue? 
not sure if virgin will come out and look at it.

I also have a long cable from the dodgy wall box could this effect the internet quality?

mrs thinks it the neighbours games console effecting our signal, is this possible?

1 ACCEPTED SOLUTION

Accepted Solutions

-tony-
Alessandro Volta

nothing to do with next door or should not be - you should both have your own connection back to the cab

whats dropping the connection or just wifi 

as to the wall box and long cable - again that should not cause problems but if connections are loose or cable is damaged it might- start with some info and see what that says

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

as to the wall box hanging off the wall thats not ideal and VM should book a tech to sort it - they may want to charge you £25 for a non fault call out but wait for staff here who should [hopefully] sort it FOC

in the mean time post the info from the hub

____________________

Tony.
Sacked VIP

See where this Helpful Answer was posted

16 REPLIES 16

-tony-
Alessandro Volta

nothing to do with next door or should not be - you should both have your own connection back to the cab

whats dropping the connection or just wifi 

as to the wall box and long cable - again that should not cause problems but if connections are loose or cable is damaged it might- start with some info and see what that says

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream

if its an earlier hub button is top right

as to the wall box hanging off the wall thats not ideal and VM should book a tech to sort it - they may want to charge you £25 for a non fault call out but wait for staff here who should [hopefully] sort it FOC

in the mean time post the info from the hub

____________________

Tony.
Sacked VIP

Hi Tony thanks for the reply

im on the router status page, I tried to send pictures of figures as not sure which one you need, downstream has 24 channels upstream has 4, what exact details are you after?

just to note my broadband has dropped twice since my original post in the last hour, in the network log I have critical and warning messages in a language I don’t understand 

-tony-
Alessandro Volta

theres 2 pages in the downstream are and one in the upstream - cut and past each page - you dont say whats dropping - is it wifi or wired - if you only have widi whats the hub lights doing when it drops

____________________

Tony.
Sacked VIP

 

 

 

Sorry boss, wifi, red flashing light

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

11470000007.438256 qam2
21390000007.938256 qam1
31550000006.437256 qam3
41630000006.337256 qam4
51710000006.538256 qam5
61790000006.938256 qam6
71870000006.138256 qam7
81950000006.538256 qam8
92030000006.138256 qam9
102110000006.138256 qam10
112190000006.338256 qam11
122270000005.938256 qam12
132350000006.438256 qam13
142430000005.338256 qam14
15251000000538256 qam15
162590000005.338256 qam16
172670000006.538256 qam17
18275000000638256 qam18
192830000006.338256 qam19
202910000006.838256 qam20
212990000006.438256 qam21
223070000007.340256 qam22
23315000000738256 qam23
24323000000738256 qam24

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

13940000048512064 qam4
24620000042.5512064 qam3
35370000048512064 qam2
46029999149512064 qam1

-tony-
Alessandro Volta

levels are good - post the second page from the downstream - red flashing light - what hub do you have - a hub4 i am guessing - not sure about the 5 but non of the others have a red light as far as i remember - if it is a hub 4 then thats the ring light and thats lost external connection so matters not if its wired or wifi

____________________

Tony.
Sacked VIP

 

i have hub 3, phone flash red others all flash green

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

1Locked38.6482315401934
2Locked38.6505797604815
3Locked37.6509824496017
4Locked37.6532479702039
5Locked38.6457018403760
6Locked38.6542448746122
7Locked38.6163181138177
8Locked38.6497007310219
9Locked38.9515070275604
10Locked38.6498694298072
11Locked38.9500719285310
12Locked38.6490899309977
13Locked38.9489827304699
14Locked38.6489575296114
15Locked38.9501858261005
16Locked38.6511646241651
17Locked38.9494403281245
18Locked38.6537262192041
19Locked38.6531384201418
20Locked38.9542052171622
21Locked38.6516418219997
22Locked38.6526283186011
23Locked38.955485983023
24Locked38.654453865186

-tony-
Alessandro Volta

ahhh oh - i did not know the phone flashed red on the 3 but no matter the green flashing light says its the incoming connection thats dropping not the wifi

those figures on the second downstream page are awful - reboot the hub to zero them and post them again in an hour or so - assuming they rise then thats noise on the line - may well be the loose wall box or the cable - you could make sure all the cable screw connections are tight but i think that needs a tech to tidy things up and see what that does

wait for VM to get to the thread they should book a tech

 

____________________

Tony.
Sacked VIP

I’ve just rebooted the router 

thanks for all your help tony

noise on the line makes sense, all the cables are tight, so it could be to do with the wall box being faulty, maybe something loose in there. 
you would of thought they would have checked that on install. 
been with VM about a year and a half, had engineer out a few times due to the same issues I’m having now, your the first to point out there’s noise on the line 🤣🤣