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cussy007
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Message 1 of 11
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Broadband losing connection nearly everyday for 3 months?

I would like to raise a complaint about my Broadband service. To explain in more detail Over the last 2 months, my service has gone on most days. I am not getting the speed I paid for 200mbps, often below 100mbps.

This meant that I am not getting what I paid for.

 

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SCA1972
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Message 2 of 11
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Re: Broadband losing connection nearly everyday for 3 months?

When it goes, do you lose wired and wireless connections or just wireless connections?

Some hub stats might help.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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jbrennand
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Message 3 of 11
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Re: Broadband losing connection nearly everyday for 3 months?

What you are payng for are the speeds delivered TO the Hub and measured on ethernet cables - not wifi (see the T&C's).
So, post up the Hub stats as asked but also, to do the speed tests directly.... that's over an ethernet cable (Cat5e/6) connected to a GB "enabled" computer/laptop, with up to date drivers with the Hub in modem mode. Test at speedtest.net to your nearest VM server - try 2 different browsers.
If they are still low – boot the device into safe+networking mode and try again.

Report back what that gets.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Steven_L
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Message 4 of 11
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Re: Broadband losing connection nearly everyday for 3 months?

Hey cussy007,

 

Have you been able to try the tests that @jbrennand suggested you give a go?

 

Is your connection anymore stable than it was on Sunday, when you last posted?

 

 

Regards

Steven_L

 

 

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cussy007
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Re: Broadband losing connection nearly everyday for 3 months?

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

1363000000338256 qam29
2203000000438256 qam9
3211000000438256 qam10
42190000004.338256 qam11
52270000003.538256 qam12
62350000003.238256 qam13
72430000003.538256 qam14
82510000003.538256 qam15
92590000003.238256 qam16
102670000003.238256 qam17
112750000003.538256 qam18
122830000003.938256 qam19
132910000003.738256 qam20
142990000003.538256 qam21
15307000000438256 qam22
163150000003.738256 qam23
173230000003.438256 qam24
183310000003.438256 qam25
193390000003.738256 qam26
203470000003.238256 qam27
21355000000338256 qam28
223710000003.238256 qam30
233790000002.738256 qam31
243870000002.537256 qam32



Downstream bonded channels

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

1Locked38.650
2Locked38.9190
3Locked38.660
4Locked38.960
5Locked38.950
6Locked38.600
7Locked38.960
8Locked38.640
9Locked38.640
10Locked38.650
11Locked38.950
12Locked38.650
13Locked38.650
14Locked38.650
15Locked38.670
16Locked38.650
17Locked38.610
18Locked38.600
19Locked38.950
20Locked38.600
21Locked38.900
22Locked38.660
23Locked38.670
24Locked37.670

 

Upstream bonded channels

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

1258000005.25512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

T

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John_GS
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Message 6 of 11
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Re: Broadband losing connection nearly everyday for 3 months?

Hi cussy007,

 

Thanks for posting and apologies for the broadband issues. There was an issue earlier today under reference F008141520 but the ticket has been closed as resolved. How's the services looking since posting?

 

Let me know if you need further assistance.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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cussy007
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Message 7 of 11
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Re: Broadband losing connection nearly everyday for 3 months?

Okay today so far, but nobody as answered my question of why the service disconnect nearly everyday in the last 2 months ?

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John_GS
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Re: Broadband losing connection nearly everyday for 3 months?

I am glad everything looks resolved for you but I am sorry about the disconnects. I have run a check and cannot see any faults showing. 

 

Can you do a BQM for me please? You can find out how to do so here

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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gary_dexter
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Message 9 of 11
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Re: Broadband losing connection nearly everyday for 3 months?

Presumably because of the previous fault 


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cussy007
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Message 10 of 11
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Re: Broadband losing connection nearly everyday for 3 months?

Hi went of twice Friday, and once today Saturday. Its as if the router is re-booting.

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