Virgin Media Community

[Barnesy44]

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?

[-tony- · Accepted solution]

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

[Barnesy44]

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?

[Barnesy44]

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-]

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

[Barnesy44]

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

[-tony-]

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

[Barnesy44]

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

[-tony-]

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

[Barnesy44]

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 🤣🤣