on 06-05-2021 18:39
Am experiencing regular dropouts on my 1Gb service. I have set up a BQM here:
I have tried to post the router status reports but im exceeding the 20000 characters!!
Hope you can help...
Answered! Go to Answer
on 07-05-2021 14:39
The BQM clearly shows problems mate, might be best to call it in. Best to ring Virgin on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are.
If you decide to call it in it will run through a few automated options and after that ring back again and it should recognise that you have rang previously and then put you in the queue for a Virgin representative 🙂
on 07-05-2021 09:26
Your BQM link does not work, please follow the instructions below 🙂
Can you please upload your router stats and set up a BQM
Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser
Do NOT log in, just click “Check Router Status” at the bottom of the page. Sometimes the “Check Router Status” is missing, in this case just go ahead and log in and go to Advanced Settings-> Tools-> Network Status.
Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again.
Do not try to fit everything in one post! You can use more than one post for each item if needed!
If you get a warning when you hit “Post” just hit “Post” again and it should work ok!
Please do not use screenshots
Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.
Under your graph you just created Click (Share Live Graph)
Copy the text in the “Direct Link” box and paste it on here
on 07-05-2021 10:11
on 07-05-2021 10:11
on 07-05-2021 10:12
on 07-05-2021 10:12
on 07-05-2021 11:50
3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM1024 759
Your 3.1 stream is on the wrong modulation and should be 4096 QAM plus you have a lot of Post RS Errors. Have you tried a full factory reset? Hold in the pinhole at the rear of the router for at least 50 seconds and then release (the lights will flash while holding in the pinhole reset button after about 10-15 seconds) then allow 5 minutes for the router to reboot and re-sync the connection.
Please ensure that your WiFi network password is still readable on the Hub sticker before you do this or that you at least have a copy of your original network password.
on 07-05-2021 12:15
on 07-05-2021 12:53
@MM1204 wrote:
OK, Ive done the factory reset, do I need to do anything else?
Post the direct link to your BQM mate.
on 07-05-2021 13:31
https://www.thinkbroadband.com/broadband/monitoring/quality/share/f33caac164889c09d0bdd5e473b9a6610f7c102b
There you go