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LostPatience
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Message 1 of 12
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Internet Connection dropping multiple times everyday

So I am at my wits end and seriously looking at alternative providers.

Daily repeated drop out of internet and wifi has required daily reboots of the HUB3 and now we have reached a point where we have to pinhole RESET it every few days with increasing frequency. I am not a tech geek so have no idea what to do to fix this!

I have called 150 and the automated operator system will NOT accept my password which I know to be correct!! I am still on hold in the system after 40 minutes holding and I am determined to speak to someone as I need this sorted NOW!

I have been a loyal VM customer for many many many years and this is the worst level of service I have ever experienced, now when we need it the most!

My husband and I are currently working from home, I am also a carer for a disabled parent who lives with us and needs internet access for care and we have 2 teens who are also pretty much stuck in the house since March... We have had to restrict devices to one each online at a time so that makes 5 at any one time, which in itself is really difficult when you are working and one person needs a phone and a laptop and wifi printer......, yet Virgin is still not coping at all!!

Don't even get me started on the CONNECT APP! Which is shockingly unreliable and substandard... it feels like once Virgin have your custom they don't care anymore.....

Interesting that the problems have only really been noticeable since our fixed term contract expired and my monthly cost has rocketed.. Not impressed at all Virgin. 

Where is the help???????

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MikeRobbo
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Message 2 of 12
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Helpful Answer

Re: Internet Connection dropping multiple times everyday

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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LostPatience
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Message 3 of 12
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Re: Internet Connection dropping multiple times everyday

Hi MikeRobbo
Another day of dropped connections, though I did manage to speak to VirginMedia who ran a remote test and confirmed that there were issues evident... apparently an engineer will visit on Friday morning..... in the meantime thank you for your considered reply!
I have done as you suggest and links posted below. If you can make sense of this lot then you truly are a marvel!
BQM Monitor:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/5eead24281a1e5a7aa63d95cee48a75b7c...

Refresh data
Downstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
SNR (dB)
Modulation
Channel ID
1
435000000
-11
37
256 qam
36
2
235000000
-5.7
38
256 qam
13
3
243000000
-6.5
38
256 qam
14
4
251000000
-6.5
38
256 qam
15
5
259000000
-6.2
38
256 qam
16
6
267000000
-6
40
256 qam
17
7
275000000
-6.2
38
256 qam
18
8
283000000
-5.7
40
256 qam
19
9
291000000
-6.2
38
256 qam
20
10
299000000
-7.4
38
256 qam
21
11
307000000
-6.9
38
256 qam
22
12
315000000
-7
38
256 qam
23
13
323000000
-8.2
38
256 qam
24
14
347000000
-9.5
38
256 qam
25
15
355000000
-9.2
38
256 qam
26
16
363000000
-9
38
256 qam
27
17
371000000
-10.2
38
256 qam
28
18
379000000
-9.5
38
256 qam
29
19
387000000
-9.7
38
256 qam
30
20
395000000
-10.9
34
256 qam
31
21
403000000
-10.7
37
256 qam
32
22
411000000
-10.7
37
256 qam
33
23
419000000
-11
37
256 qam
34
24
427000000
-11
37
256 qam
35


Downstream bonded channels
Channel
Locked Status
RxMER (dB)
Pre RS Errors
Post RS Errors
1
Locked
37.6
1029
8732
2
Locked
38.9
2121
91
3
Locked
38.9
2983
1184
4
Locked
38.9
6948
93
5
Locked
38.9
2056
109
6
Locked
40.9
5610
1206
7
Locked
38.9
446
395
8
Locked
40.3
1367
0
9
Locked
38.9
596269
1037
10
Locked
38.9
1844578
162
11
Locked
38.9
411131
37
12
Locked
38.9
1065
404
13
Locked
38.6
625
79
14
Locked
38.6
399
106
15
Locked
38.9
298
8
16
Locked
38.9
405
0
17
Locked
38.6
733
45
18
Locked
38.6
1567
541
19
Locked
38.6
427
0
20
Locked
34.9
21555
2289
21
Locked
37.6
1098
66
22
Locked
37.6
1514
0
23
Locked
37.6
1492
0
24
Locked
37.6
638
1

Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
53699986
4.425
5120
64 qam
2
2
39400009
4.425
5120
64 qam
4
3
46200009
4.425
5120
64 qam
3
4
60300014
4.625
5120
64 qam
1


Upstream bonded channels
Channel
Channel Type
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts
1
ATDMA
0
0
0
0
2
ATDMA
0
0
0
0
3
ATDMA
0
0
0
0
4
ATDMA
0
0
0
0

Time
Priority
Description
05/08/2020 07:11:51
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 04:42:4
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 03:12:59
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 01:03:56
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 22:34:48
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 17:00:58
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 17:00:51
Warning!
LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 17:00:9
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:24
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 16:19:52
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 13:50:49
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 12:06:54
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 05:01:15
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 04:59:58
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 01:13:37
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 23:54:7
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 23:53:58
Warning!
LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 23:29:47
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 22:52:26
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/08/2020 21:44:58
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 4 of 12
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Re: Internet Connection dropping multiple times everyday

From what I can decipher from the list of text (!) most of your downstream channels are out of spec power wise (in spec is -6 to +10).

Do you have something like the below device between your HUB and white cable to the wall socket?

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John_GS
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Message 5 of 12
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Re: Internet Connection dropping multiple times everyday

Hi LostPatience,

 

Thanks for posting and welcome to the community. I am sorry to hear of the broadband issues. I can see that since posting you've spoke to the team and got a technician visit booked.

 

Please let us know how the visit goes.

 

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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C33nf0
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Re: Internet Connection dropping multiple times everyday

Hey lostpatience

Funny enough ive had the same issue the past week and its progressively getting worse 😞

Just had my fifth disconnect today which isnt ideal when working from home

Have you heard anything back yet ?

My Broadband Ping - Vm

 

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

12990000005.137256 qam21
2139000000637256 qam1
31470000006.437256 qam2
4155000000637256 qam3
51630000005.937256 qam4
61710000005.537256 qam5
71790000005.537256 qam6
81870000005.337256 qam7
91950000005.337256 qam8
102030000004.937256 qam9
112110000004.638256 qam10
122190000004.637256 qam11
132270000004.538256 qam12
142350000004.638256 qam13
15243000000437256 qam14
162510000004.338256 qam15
172590000004.138256 qam16
18267000000438256 qam17
19275000000438256 qam18
202830000004.838256 qam19
21291000000538256 qam20
223070000004.538256 qam22
233150000005.138256 qam23
243230000005.338256 qam24



Downstream bonded channels

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

1Locked37.650
2Locked37.300
3Locked37.360
4Locked37.640
5Locked37.650
6Locked37.300
7Locked37.650
8Locked37.600
9Locked37.660
10Locked37.640
11Locked38.950
12Locked37.630
13Locked38.650
14Locked38.650
15Locked37.600
16Locked38.970
17Locked38.660
18Locked38.950
19Locked38.660
20Locked38.950
21Locked38.660
22Locked38.900
23Locked38.640
24Locked38.660

 

 

Upstream bonded channels

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

1394000344.95512064 qam4
2461999104.95512064 qam3
3536999034.95512064 qam2
4603000345.1512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Ryan_N
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Re: Internet Connection dropping multiple times everyday

Hi @C33nf0,

 

Thanks for your post and I apologise for the various issues you're having with your broadband connection. 


Upon looking at things from over here, I am unable to see anything that would be causing this from this side. This will require an engineer visit to fix.
I have booked you in with the next available appointment.  Please find the appointment time slot via your online account. This can be cancelled and rearranged from there if needed.
Let me know if there's anything else I can help with. 

 

Cheers. 
 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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C33nf0
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Message 8 of 12
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Re: Internet Connection dropping multiple times everyday

Hi Ryan_N

Thanks for coming back , im just trying to find the engineer info in my account and cant seem to see anything about it.
Should this be showing straight away for me ?

Cheers
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Ryan_N
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Re: Internet Connection dropping multiple times everyday

Not a problem at all 🙂 

 

I would give it a hour or so, just so the system can talk to the online account. 

 

If it helps it is booked for 12-4 PM tomorrow. 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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RedDragonTaff
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Message 10 of 12
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Re: Internet Connection dropping multiple times everyday

Hi VM guys,

I am new to this forum and wanted to add to this thread, or should I be creating a new one for the CF24 region?  I can just let me know.

For me the connection has gone particularly bad since the 14th Sept 2020, which has trigger my need to log the outages via BQM.

Matrix of BQM graphs since the 14th Sept to illustrate my VM connection problemsMatrix of BQM graphs since the 14th Sept to illustrate my VM connection problems

Currently its stable so I won't post any Upstream and Downstream numbers unless asked.  Can VM guys do some checks please?  It's really difficult to work from home without disruptions,

 

AL

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