on 19-09-2023 18:37
Hey, wondering if anyone has any advice for this issue.
- Internet can be fine for day/s or weeks at a time.
- Internet can be terrible, disconnecting 100+ times a day.
- Last Sunday, 51 total disconnects, 2 hours offline and 5 hours online across a 7 hour period. Disconnecting roughly every 5 minutes.
- Can be in a call where I can hear people, but they can't hear me, suggesting upload issues.
- Same for all devices, wi-fi and ethernet.
So far I've had a virgin media engineer out twice.
- Hub has been replaced with a Hub 5.
- Outside wall panel was checked and parts replaced.
- Inside signal conditioner was replaced.
- All coaxial cables retested and re-cut (but not replaced).
- Internet box at the top of the road was checked - no issues identified.
- Power levels were checked and stated that they were looking all fine.
With this I've created an internet monitoring script to detect when my PC losses internet connectivity.
Despite all of this, so far today:
- Between 7:20-7:40am - 7x disconnects
- Between 7:40-17:10 - Perfectly fine
- Between 17:10-18:30 - 16x disconnects
There's still clearly something going on here, despite using the online Virgin media testers and being told everything is fine. Perhaps just coincidence but so far I've noticed a correlation in poor internet and it raining (via ethernet - so rule out WIFI interference).
Checking the router status page, the large number of post RS errors seems extremely suspicious. Given the router has only been online for 30~ hours.
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 39 13051 5023
2 Locked 39 97393 14982
3 Locked 39 10278 10554
4 Locked 39 31078 21404
5 Locked 39 11526 10065
6 Locked 38 139903 25632
7 Locked 38 11654 10075
8 Locked 38 66374 14307
9 Locked 38 11073 9809
10 Locked 0 237884 32772
11 Locked 39 99417 15851
12 Locked 39 47883 13110
13 Locked 39 101369 23097
14 Locked 39 189050 29663
15 Locked 39 13055 6432
16 Locked 39 17949 13384
17 Locked 39 106448 23795
18 Locked 39 31493 8903
19 Locked 39 80831 17913
20 Locked 39 80930 21192
21 Locked 39 173375 25999
22 Locked 38 96740 17773
23 Locked 38 43410 16996
24 Locked 38 204035 40740
25 Locked 38 279942 127642
26 Locked 38 38061 16161
27 Locked 38 130266 17423
28 Locked 38 75218 19329
29 Locked 38 251683 33881
30 Locked 38 25311 11106
31 Locked 38 99276 26111
The engineer suggested raising this for further investigation with VMs networking team.
Anyone have any ideas where to go from here or have you experienced similar issues?
Seems like almost everything on property has been replaced and the connection is still poor.
on 19-09-2023 18:56
Further information:
- This has been happening for months.
- Just setup a thinkbroadband monitor.
Downstream:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 539000000 | 2.6 | 38 | QAM 256 | 17 |
2 | 483000000 | 4.1 | 39 | QAM 256 | 10 |
3 | 491000000 | 3.9 | 39 | QAM 256 | 11 |
4 | 499000000 | 3.9 | 39 | QAM 256 | 12 |
5 | 507000000 | 3.7 | 39 | QAM 256 | 13 |
6 | 515000000 | 3.5 | 39 | QAM 256 | 14 |
7 | 523000000 | 3.3 | 39 | QAM 256 | 15 |
8 | 531000000 | 3.3 | 39 | QAM 256 | 16 |
9 | 547000000 | 3.3 | 39 | QAM 256 | 18 |
10 | 555000000 | 3.2 | 39 | QAM 256 | 19 |
11 | 563000000 | 3.1 | 39 | QAM 256 | 20 |
12 | 571000000 | 2.9 | 39 | QAM 256 | 21 |
13 | 579000000 | 2.8 | 39 | QAM 256 | 22 |
14 | 587000000 | 2.7 | 39 | QAM 256 | 23 |
15 | 595000000 | 2.6 | 39 | QAM 256 | 24 |
16 | 603000000 | 2.6 | 39 | QAM 256 | 25 |
17 | 611000000 | 2.6 | 39 | QAM 256 | 26 |
18 | 619000000 | 2.7 | 39 | QAM 256 | 27 |
19 | 627000000 | 2.8 | 39 | QAM 256 | 28 |
20 | 635000000 | 2.8 | 39 | QAM 256 | 29 |
21 | 643000000 | 2.6 | 39 | QAM 256 | 30 |
22 | 651000000 | 2.4 | 38 | QAM 256 | 31 |
23 | 659000000 | 2.2 | 38 | QAM 256 | 32 |
24 | 667000000 | 2.2 | 38 | QAM 256 | 33 |
25 | 675000000 | 2.3 | 38 | QAM 256 | 34 |
26 | 683000000 | 2.2 | 38 | QAM 256 | 35 |
27 | 691000000 | 2.2 | 38 | QAM 256 | 36 |
28 | 699000000 | 2 | 38 | QAM 256 | 38 |
29 | 707000000 | 1.8 | 38 | QAM 256 | 39 |
30 | 715000000 | 1.5 | 38 | QAM 256 | 40 |
31 | 723000000 | 1.4 | 38 | QAM 256 | 41 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38 | 13051 | 5023 |
2 | Locked | 39 | 97393 | 14982 |
3 | Locked | 39 | 11140 | 11974 |
4 | Locked | 39 | 31459 | 22151 |
5 | Locked | 39 | 11658 | 10262 |
6 | Locked | 39 | 141266 | 28095 |
7 | Locked | 39 | 12248 | 11482 |
8 | Locked | 39 | 67308 | 15900 |
9 | Locked | 39 | 12120 | 11380 |
10 | Locked | 39 | 240053 | 36064 |
11 | Locked | 39 | 100585 | 17650 |
12 | Locked | 39 | 49798 | 16335 |
13 | Locked | 39 | 104289 | 27760 |
14 | Locked | 39 | 189461 | 30290 |
15 | Locked | 39 | 15149 | 9844 |
16 | Locked | 39 | 18750 | 14789 |
17 | Locked | 39 | 108824 | 27567 |
18 | Locked | 39 | 31991 | 9679 |
19 | Locked | 39 | 83626 | 22281 |
20 | Locked | 39 | 81701 | 22330 |
21 | Locked | 39 | 173952 | 26700 |
22 | Locked | 38 | 100342 | 22883 |
23 | Locked | 38 | 47167 | 23029 |
24 | Locked | 38 | 206798 | 44205 |
25 | Locked | 38 | 384500 | 178410 |
26 | Locked | 38 | 41077 | 20452 |
27 | Locked | 38 | 133154 | 21284 |
28 | Locked | 38 | 78178 | 23502 |
29 | Locked | 38 | 253056 | 35754 |
30 | Locked | 38 | 26904 | 13504 |
31 | Locked | 38 | 101875 | 29654 |
Upstream - showing timeouts:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 | 49600000 | 44.5 | 5120 | QAM 64 | 5 |
1 | 43100000 | 44 | 5120 | QAM 64 | 6 |
2 | 36600000 | 43.8 | 5120 | QAM 64 | 7 |
3 | 30100000 | 43.3 | 5120 | QAM 64 | 8 |
4 | 23600000 | 42.8 | 5120 | QAM 64 | 10 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0 | ATDMA | 0 | 55 | 0 | 0 |
1 | ATDMA | 0 | 55 | 0 | 0 |
2 | ATDMA | 0 | 55 | 0 | 0 |
3 | ATDMA | 0 | 55 | 0 | 0 |
4 | ATDMA | 0 | 55 | 0 | 0 |
on 22-09-2023 10:47
Hi Araleg 👋🏼.
Thank you for posting and a warm welcome into our community forum 🤗.
Sorry to see you are still having issues with your connections dropping ☹.
Is this happening wirelessly or wired?
Also you can try running a faults test through our service status page. If there is any potential issues it will guide you to the next step.
Let us know how you get on.
Ari - Forum Team
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