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Sickbird
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Constant disconnections - Gig1 Area 15

As per subject - over the past week I have been experiencing constant disconnections which last anywhere from between 1 min to 10 mins, every 10 mins or so.  It has made WFH impossible.

BQM below: 

BQM 

 Anyone else experiencing similar issues?

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jbrennand
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Message 2 of 21
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Re: Constant disconnections - Gig1 Area 15

Have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Also, are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

If nothing shows - can you post up the Hubs data as per this...
__________________________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up dont login [there should be no need to login if you have done so before unless you have the New Hub4 when you do] just click on the “router status” icon/text at bottom-middle or top/right of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts


--------------------
John
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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.
risc19
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Re: Constant disconnections - Gig1 Area 15

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jbrennand
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Message 4 of 21
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Re: Constant disconnections - Gig1 Area 15

You are right the 2 BQM's are similar - and as you show its probably the hourly Samknows test.

But here the poster is also saying they get disconnections every 10 minutes (on wifi) - and these are not evident on the BQM hence my asking for more info 🙂


--------------------
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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Sickbird
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Re: Constant disconnections - Gig1 Area 15

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
28 355000000 -1.599998 38.983261 QAM256 28
1 139000000 2.099998 40.366287 QAM256 1
2 147000000 2.299999 40.366287 QAM256 2
3 155000000 2.200001 40.946209 QAM256 3
4 163000000 1.700001 40.366287 QAM256 4
5 171000000 1.299999 40.366287 QAM256 5
6 179000000 1.000000 40.366287 QAM256 6
7 187000000 0.700001 40.366287 QAM256 7
8 195000000 0.400002 40.366287 QAM256 8
9 203000000 0.099998 40.366287 QAM256 9
10 211000000 -0.200001 40.946209 QAM256 10
11 219000000 -0.200001 40.366287 QAM256 11
12 227000000 -0.500000 38.983261 QAM256 12
13 235000000 -0.599998 40.366287 QAM256 13
14 243000000 -0.700001 40.366287 QAM256 14
15 251000000 -1.099998 40.366287 QAM256 15
16 259000000 -0.799999 40.366287 QAM256 16
17 267000000 -0.700001 40.366287 QAM256 17
18 275000000 -1.099998 38.983261 QAM256 18
19 283000000 -1.500000 38.983261 QAM256 19
20 291000000 -1.700001 38.983261 QAM256 20
21 299000000 -1.700001 40.366287 QAM256 21
22 307000000 -1.500000 40.366287 QAM256 22
23 315000000 -1.599998 38.983261 QAM256 23
24 323000000 -1.400002 38.605377 QAM256 24
25 331000000 -1.799999 38.983261 QAM256 25
26 339000000 -1.500000 40.366287 QAM256 26
27 347000000 -1.700001 38.983261 QAM256 27
29 363000000 -1.599998 38.983261 QAM256 29
30 371000000 -1.700001 40.366287 QAM256 30
31 379000000 -1.599998 38.983261 QAM256 31


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
28 Locked 38.983261 0 0
1 Locked 40.366287 0 0
2 Locked 40.366287 0 0
3 Locked 40.946209 0 0
4 Locked 40.366287 0 0
5 Locked 40.366287 0 0
6 Locked 40.366287 0 0
7 Locked 40.366287 0 0
8 Locked 40.366287 0 0
9 Locked 40.366287 0 0
10 Locked 40.946209 0 0
11 Locked 40.366287 0 0
12 Locked 38.983261 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 0 0
17 Locked 40.366287 0 0
18 Locked 38.983261 0 0
19 Locked 38.983261 0 0
20 Locked 38.983261 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 38.983261 0 0
24 Locked 38.605377 0 0
25 Locked 38.983261 0 0
26 Locked 40.366287 0 0
27 Locked 38.983261 0 0
29 Locked 38.983261 0 0
30 Locked 40.366287 0 0
31 Locked 38.983261 0 0


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 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 40 -6.3 2205639788 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 49.520599 5120 KSym/sec 64QAM 3
2 32600000 48.270599 5120 KSym/sec 64QAM 5
3 39400000 48.770599 5120 KSym/sec 64QAM 4
4 53700000 50.270599 5120 KSym/sec 64QAM 2


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 1 0
2 US_TYPE_STDMA 0 0 3 0
3 US_TYPE_STDMA 0 0 1 0
4 US_TYPE_STDMA 0 0 1 0

I do not think there are any entries in Networklog

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Adduxi
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Message 6 of 21
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Re: Constant disconnections - Gig1 Area 15

The Downstream 3.1 channel power is too low and I suspect that needs fixed for a start.

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risc19
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Re: Constant disconnections - Gig1 Area 15

 


@Adduxi wrote:

The Downstream 3.1 channel power is too low and I suspect that needs fixed for a start.


I'm not sure the 3.1 channel has the same recommended min/max as 3.0

Anyone?

My Broadband Ping - M500 Hub5 Router Mode
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Hayley_S
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Message 8 of 21
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Re: Constant disconnections - Gig1 Area 15

Hello @Sickbird.

 

Welcome back! Thanks for posting.

 

I am sorry for the issue with your broadband recently.

 

I can see there is an outage in your area causing this, we have an engineer on their way to resolve this 🙂 They will do everything to make sure it is fixed asap, the estimated time is showing for 15:00 Today but this is subject to change.

 

Many thanks,

Hayley
Forum Team



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Sickbird
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Message 9 of 21
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Re: Constant disconnections - Gig1 Area 15

Thanks Hayley.

Is there any reason why the online Virgin status/service check reports that there are no problems?

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John_GS
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Message 10 of 21
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Re: Constant disconnections - Gig1 Area 15

Good afternoon Sickbird

 

Thanks for coming back to us. It was only an on the day maintenance at the cabinet so unsure why that didn't come up on the status page to be honest.

I've checked things today and no issues are showing, all levels are fine.

Has the service improved? 

Let me know if you need anything further

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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