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Cmh1990
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Constant Drop out and low upload

Have seen this posted a few times around here but all the threads go quite without an outcome of how it was fixed so hopping someone can help! 

Almost every hour I suffer my broadband dropping out to 1mb or lower then slowly ramps back up. The upload speed then sticks around 0.01 for another 10 mins or so. 

This happens at random times throughout the day meaning I can't use teams for work calls as it disconnects all the time and in the eve trying to play the PlayStation online is a waste of time due to the packet loss and lag.

 

I've had the router switched out and still have the same issue and error codes showing on teh new one. 

After multiple phone calls to virgin over the last few months i've given up after being told on the last call they won't fix it unless it's below 50mb for 48hrs as it's only interment drop out it doesn't count as a fault as they don't guarantee a problem free service!

Was also told they don't guarantee upload speed so it doesn't matter that it sits under 1mb.

So as it stands I have to use my mobile data or a Cafe to get any work done!

If anyone knows a fix please please help! Error messages etc below.

Sorry for the long post, tad stressed and shocked that i've just been told to live with it and have to pay for something I can't use effectively. 

Chart for today 9th November showing major drop outs

Cmh1990_0-1636481586663.png

About 20 of these same error messages every hour-

Cmh1990_1-1636481729948.png

Anyone need anything else please let me know.

And thanks in advance for your time anyone looking at this!

 

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Cmh1990
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Re: Constant Drop out and low upload

Re upload of the graph for drop outs

Cmh1990_0-1636491960707.png

 

And error codes

 

Cmh1990_1-1636492085548.png

 

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Cmh1990
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Re: Constant Drop out and low upload

Downstream bonded channels

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

14027500004.640256 qam30
22027500005.840256 qam9
32107500005.538256 qam10
42187500005.538256 qam11
52267500005.640256 qam12
62347500005.538256 qam13
72427500005.440256 qam14
82507500005.540256 qam15
92587500005.540256 qam16
10266750000540256 qam17
11274750000540256 qam18
122827500005.440256 qam19
132907500005.438256 qam20
14298750000538256 qam21
15306750000538256 qam22
163147500005.540256 qam23
173227500005.438256 qam24
18330750000540256 qam25
193707500004.640256 qam26
203787500004.940256 qam27
213867500004.840256 qam28
223947500004.640256 qam29
234107500004.638256 qam31
244187500004.138256 qam32



Downstream bonded channels

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

1Locked40.332024236325
2Locked40.376132127369
3Locked38.966817132061
4Locked38.962915158502
5Locked40.365647184693
6Locked38.996410306165
7Locked40.988231325157
8Locked40.378032303388
9Locked40.969436289392
10Locked40.381864359104
11Locked40.362939296622
12Locked40.358985309997
13Locked38.951432317227
14Locked38.965183337519
15Locked38.957533332417
16Locked40.956188352937
17Locked38.950287333916
18Locked40.349351342568
19Locked40.340312353286
20Locked40.341021339915
21Locked40.337641366125
22Locked40.937588343755
23Locked38.934982315709
24Locked38.934033317454

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940001746.3512064 qam2
22580000044.8512064 qam4
33259999846.3512064 qam3
44620000046.3512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
39400017
Locked
Provisioning State
Online
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Adduxi
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Message 4 of 8
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Re: Constant Drop out and low upload

Far too many PostRS errors and these generally indicate noise in the line.  However please reset your Hub to zero the counters.  Keep an eye on these errors and if they build up quickly there is a fault. They should stay at zero in a good circuit.

The other thing you can check is are all the connections from the Hub to the outside omnibox "finger" tight, as loose connection allow ingress of noise.

Also check with Area faults on 0800 561 0061 or if you have a VM landline 150 as VM do not list small local faults on the status page. 

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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Cmh1990
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Re: Constant Drop out and low upload

Hi Thanks for the reply.

 

The hub was changed by an engineer last Thursday due to the issue and he checked all the cables etc and was happy with them. But then by 8pm that night the issue had come back.

Local area wise they are doing some work but this problem has been going on for 8 months. 

 

Every time I call up they spend 40mins telling me its working fine and theirs no issues. Clearly the data says otherwise 🙄 

Re starts, cable checking etc hasn't solved it so guessing it's an issue externally. 

Out of ides.

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Cmh1990
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Message 6 of 8
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Re: Constant Drop out and low upload

Any chance one of the fourm team can have a look at this? 

 the issue is getting worse!

For reference my neighbour started a monitor on there's yesterday and it looks great so clearly an issue with my line! 

 

 

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John_GS
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Message 7 of 8
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Re: Constant Drop out and low upload

Hi @Cmh1990

 

Thanks for posting and welcome to the community.

 

My apologies for the broadband issues. I can see you've spoke to the team since posting and arranged for an engineer visit.

 

This can be tracked in your online account

 

Let us know how it goes.

 

Best,

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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Matthew_ML
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Message 8 of 8
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Re: Constant Drop out and low upload

Hey Tart69163, thank you for reaching out and a warm welcome to the community I am sorry to see you are having some connection issues.

Please can you confirm if these issues are on a WIFI or cable connection at all?

Thank you for posting this link, are you struggling to get onto this?

How often is also dropping in / out for do you find its minutes or hours? Thanks 

Matt - Forum Team


New around here?

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