Intermittent internet connection

[Araleg]

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.

[Araleg]

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

[Arissa_H]

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.