I understand this issue has been posted on here more times than I have had hot dinners although my 2 year long journey of complaints with virgin media hasn't really gotten me anywhere.
So just so there is no confusion, every time the critical error occurs, I lose internet connection on both wired and wireless connections, momentarily, which results in work call disconnections sadly. I also lose connection to the router itself although it doesn't completely reboot.
I work as a network engineer and I ran out of possible fixes very early on. Things I've tried -
1. I had another hub 3.0 sent out for me to replace it over a year ago, errors still occurred.
2. had an engineer attend, he admitted he didn't understand the logs, and that all he does is use his device to connect to the network, the device then gives him green ticks next to all the services that are currently functioning as expected, then red crosses next to services with issues. Then he clicks the red crosses and it tells him what to do to fix the issues. I really appreciated his honesty in all fairness.
3. I've placed the router in modem mode and used another "gaming router" as my primary, the virgin media router was still producing the same warning and critical logs when I checked a few days later. So I disconnected it after a few weeks as it didn't help or solve the specific issue.
I've read the puma chipset issue was resolved in the past with a firmware update, so I'm assuming the cause is less likely to be that specific chipset issue.
On all of the other posts about this issue I've seen people state upstream and downstream power levels are an indication of the cause.
"Good Downstream power levels are within -7 to +7 dBmV. Good Upstream power levels are within 38-48 dBmV"
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 202750000 | -18.2 | 31 | 256 qam | 9 |
2 | 138750000 | -20.5 | 29 | 256 qam | 1 |
3 | 146750000 | -19.8 | 29 | 256 qam | 2 |
4 | 154750000 | -19.4 | 30 | 256 qam | 3 |
5 | 162750000 | -19.2 | 30 | 256 qam | 4 |
6 | 170750000 | -18.8 | 31 | 256 qam | 5 |
7 | 178750000 | -18.5 | 31 | 256 qam | 6 |
8 | 186750000 | -18.3 | 31 | 256 qam | 7 |
9 | 194750000 | -18.2 | 31 | 256 qam | 8 |
10 | 210750000 | -17.9 | 31 | 256 qam | 10 |
11 | 218750000 | -17.5 | 31 | 256 qam | 11 |
12 | 226750000 | -17.5 | 31 | 256 qam | 12 |
13 | 234750000 | -17.5 | 32 | 256 qam | 13 |
14 | 242750000 | -17.5 | 32 | 256 qam | 14 |
15 | 250750000 | -17.5 | 32 | 256 qam | 15 |
16 | 258750000 | -17.5 | 32 | 256 qam | 16 |
17 | 266750000 | -17.2 | 32 | 256 qam | 17 |
18 | 274750000 | -17 | 32 | 256 qam | 18 |
19 | 282750000 | -16.8 | 32 | 256 qam | 19 |
20 | 290750000 | -16.5 | 32 | 256 qam | 20 |
21 | 298750000 | -16 | 32 | 256 qam | 21 |
22 | 306750000 | -15.9 | 32 | 256 qam | 22 |
23 | 314750000 | -15.8 | 33 | 256 qam | 23 |
24 | 322750000 | -15.5 | 33 | 256 qam | 24 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 49.3 | 5120 | 64 qam | 6 |
2 | 46200000 | 49 | 5120 | 64 qam | 5 |
3 | 25799955 | 50 | 5120 | 64 qam | 8 |
4 | 32600000 | 49.8 | 5120 | 64 qam | 7 |
So downstream power levels are way too low, upstream power levels are a little too high. When the engineer attended, he didn't understand the logs.
Could probably use an attenuator for the upstream power levels, was hoping an engineer would adjust the power output for the downstream power levels from the box outside although he didn't know how.
I should state these power levels are not always like this, some times I can go a few days without the errors and the power levels are within normal range, since I've been seeing the power levels and errors for 2 years now. If an engineer does attend and increases the power output from the box outside then at some point the levels will change again and the power levels will instead be too high.
Has anyone ended up genuinely fixing this issue? from the error logs point of view I mean. I dropped off a work call 3 times this morning, somewhat annoying. I recently upgraded to 350Mbps because there was a deal. My complaint ticket is still open, although the only feed back I got was they wasn't sure if the mac addresses in the errors were a wireless device that I owned...I don't have much faith in that specific complaint team because the mac addresses are owned by Arris, the organization responsible for mas producing the NIC's for virgin media devices.