on 08-05-2022 10:32
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?
Answered! Go to Answer
on 08-05-2022 10:44
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
on 08-05-2022 10:44
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
on 08-05-2022 11:57
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?
08-05-2022 11:58 - edited 08-05-2022 12:05
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
on 08-05-2022 12:37
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
on 08-05-2022 12:44
Sorry boss, wifi, red flashing light
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 147000000 | 7.4 | 38 | 256 qam | 2 |
2 | 139000000 | 7.9 | 38 | 256 qam | 1 |
3 | 155000000 | 6.4 | 37 | 256 qam | 3 |
4 | 163000000 | 6.3 | 37 | 256 qam | 4 |
5 | 171000000 | 6.5 | 38 | 256 qam | 5 |
6 | 179000000 | 6.9 | 38 | 256 qam | 6 |
7 | 187000000 | 6.1 | 38 | 256 qam | 7 |
8 | 195000000 | 6.5 | 38 | 256 qam | 8 |
9 | 203000000 | 6.1 | 38 | 256 qam | 9 |
10 | 211000000 | 6.1 | 38 | 256 qam | 10 |
11 | 219000000 | 6.3 | 38 | 256 qam | 11 |
12 | 227000000 | 5.9 | 38 | 256 qam | 12 |
13 | 235000000 | 6.4 | 38 | 256 qam | 13 |
14 | 243000000 | 5.3 | 38 | 256 qam | 14 |
15 | 251000000 | 5 | 38 | 256 qam | 15 |
16 | 259000000 | 5.3 | 38 | 256 qam | 16 |
17 | 267000000 | 6.5 | 38 | 256 qam | 17 |
18 | 275000000 | 6 | 38 | 256 qam | 18 |
19 | 283000000 | 6.3 | 38 | 256 qam | 19 |
20 | 291000000 | 6.8 | 38 | 256 qam | 20 |
21 | 299000000 | 6.4 | 38 | 256 qam | 21 |
22 | 307000000 | 7.3 | 40 | 256 qam | 22 |
23 | 315000000 | 7 | 38 | 256 qam | 23 |
24 | 323000000 | 7 | 38 | 256 qam | 24 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 48 | 5120 | 64 qam | 4 |
2 | 46200000 | 42.5 | 5120 | 64 qam | 3 |
3 | 53700000 | 48 | 5120 | 64 qam | 2 |
4 | 60299991 | 49 | 5120 | 64 qam | 1 |
on 08-05-2022 13:02
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
on 08-05-2022 13:10
i have hub 3, phone flash red others all flash green
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 482315 | 401934 |
2 | Locked | 38.6 | 505797 | 604815 |
3 | Locked | 37.6 | 509824 | 496017 |
4 | Locked | 37.6 | 532479 | 702039 |
5 | Locked | 38.6 | 457018 | 403760 |
6 | Locked | 38.6 | 542448 | 746122 |
7 | Locked | 38.6 | 163181 | 138177 |
8 | Locked | 38.6 | 497007 | 310219 |
9 | Locked | 38.9 | 515070 | 275604 |
10 | Locked | 38.6 | 498694 | 298072 |
11 | Locked | 38.9 | 500719 | 285310 |
12 | Locked | 38.6 | 490899 | 309977 |
13 | Locked | 38.9 | 489827 | 304699 |
14 | Locked | 38.6 | 489575 | 296114 |
15 | Locked | 38.9 | 501858 | 261005 |
16 | Locked | 38.6 | 511646 | 241651 |
17 | Locked | 38.9 | 494403 | 281245 |
18 | Locked | 38.6 | 537262 | 192041 |
19 | Locked | 38.6 | 531384 | 201418 |
20 | Locked | 38.9 | 542052 | 171622 |
21 | Locked | 38.6 | 516418 | 219997 |
22 | Locked | 38.6 | 526283 | 186011 |
23 | Locked | 38.9 | 554859 | 83023 |
24 | Locked | 38.6 | 544538 | 65186 |
on 08-05-2022 13:26
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
on 08-05-2022 13:50
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 🤣🤣