Virgin Media SH3 Random Reboots / Disconnects

[C33nf0]

Hi

I have been having trouble with my connection the past week and it seems to be getting worse by the day.

Im getting multiple disconnects / drops a day which isnt ideal when working from home.

The speeds seem fine i just get regular disconnects due to the hub rebooting.

I have been running a BBQM to try and show the drops but they dont always show ( ive posted some examples )

Could a mod please take a look into this please , i think ive posted all the relevant information below but if ive missed anything let me know and ill replay asap.

Downstream bonded channels

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

1	267000000	9	38	256 qam	17
2	139000000	9.8	37	256 qam	1
3	147000000	9.1	37	256 qam	2
4	155000000	9.6	37	256 qam	3
5	163000000	9.4	37	256 qam	4
6	171000000	9.4	37	256 qam	5
7	179000000	9.1	37	256 qam	6
8	187000000	9	38	256 qam	7
9	195000000	9.4	38	256 qam	8
10	203000000	8.6	38	256 qam	9
11	211000000	9.1	38	256 qam	10
12	219000000	8.6	37	256 qam	11
13	227000000	8.9	37	256 qam	12
14	235000000	8.9	38	256 qam	13
15	243000000	8.9	38	256 qam	14
16	251000000	9	38	256 qam	15
17	259000000	9	38	256 qam	16
18	275000000	9	38	256 qam	18
19	283000000	9.8	38	256 qam	19
20	291000000	10.3	38	256 qam	20
21	299000000	9.9	38	256 qam	21
22	307000000	10.5	38	256 qam	22
23	315000000	10.3	38	256 qam	23
24	323000000	11	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	5	0
2	Locked	37.6	0	0
3	Locked	37.3	0	0
4	Locked	37.6	5	0
5	Locked	37.6	0	0
6	Locked	37.6	4	0
7	Locked	37.6	5	0
8	Locked	38.6	0	0
9	Locked	38.6	5	0
10	Locked	38.6	0	0
11	Locked	38.6	0	0
12	Locked	37.6	0	0
13	Locked	37.6	4	0
14	Locked	38.9	0	0
15	Locked	38.6	0	0
16	Locked	38.6	5	0
17	Locked	38.6	0	0
18	Locked	38.6	0	0
19	Locked	38.6	4	0
20	Locked	38.6	5	0
21	Locked	38.9	6	0
22	Locked	38.9	5	0
23	Locked	38.6	0	0
24	Locked	38.9	0	0

Upstream bonded channels

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

1	60299961	43.5	5120	64 qam	1
2	39399993	43.5	5120	64 qam	4
3	46199964	43.5	5120	64 qam	3
4	53699964	43.5	5120	64 qam	2

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

[Adduxi]

Your Downstream power levels need reduced, they are too high on some channels.  This could be causing the problem.  Either phone in or wait here a day or two for a VM Mod to pick this up.

In the meantime;

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[Steven_L]

Hey @C33nf0,

Welcome back to the community and thanks for taking the time to post.
I'm really sorry for the issues that you're having at the moment, I can confirm that the advice given by @Adduxi is correct and we need to get a technician out to lower the downstream power levels. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L

[Steven_L]

Thanks for confirming your details via private message @C33nf0.

I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard.

Regards,

Steven_L

[C33nf0]

Hi

Thanks for the answers and the speedy engineer visit.

They came out and swapped some interal cabling and also replaced the modem , unfiortunately this hasnt resolved the issue.

The levels have certainly come down a little but the problem persists , below are the power levels after the modem just rebooted itself 

Downstream bonded channels

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

1	331000000	5	38	256 qam	25
2	339000000	5.5	38	256 qam	26
3	347000000	5.8	38	256 qam	27
4	355000000	5.5	38	256 qam	28
5	363000000	5.9	38	256 qam	29
6	371000000	5.5	38	256 qam	30
7	379000000	5.8	38	256 qam	31
8	387000000	5.5	38	256 qam	32
9	395000000	5.3	38	256 qam	33
10	403000000	5.5	38	256 qam	34
11	411000000	5.5	38	256 qam	35
12	419000000	5.4	38	256 qam	36
13	427000000	5.3	38	256 qam	37
14	435000000	5.1	38	256 qam	38
15	443000000	5	38	256 qam	39
16	451000000	5	38	256 qam	40
17	459000000	4.9	38	256 qam	41
18	467000000	5	38	256 qam	42
19	475000000	4.4	38	256 qam	43
20	483000000	4.6	38	256 qam	44
21	491000000	4.6	38	256 qam	45
22	499000000	4.6	38	256 qam	46
23	507000000	5	38	256 qam	47
24	515000000	4.4	38	256 qam	48

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	38.6	5	0
3	Locked	38.9	5	0
4	Locked	38.6	0	0
5	Locked	38.6	0	0
6	Locked	38.6	0	0
7	Locked	38.9	5	0
8	Locked	38.6	6	0
9	Locked	38.6	0	0
10	Locked	38.9	4	0
11	Locked	38.6	0	0
12	Locked	38.9	0	0
13	Locked	38.9	0	0
14	Locked	38.9	0	0
15	Locked	38.9	5	0
16	Locked	38.9	5	0
17	Locked	38.9	0	0
18	Locked	38.9	0	0
19	Locked	38.9	0	0
20	Locked	38.9	5	0
21	Locked	38.9	0	0
22	Locked	38.9	0	0
23	Locked	38.6	2	0
24	Locked	38.9	6	0

[C33nf0]

Todays reboots 😞

[Andreyka]

That one is not so bad, check mine below...

[Paul_DN]

Hi C33nf0,

Thank you for reaching back out to us, how has your connection been since your last post, I have had a look at things our end and everything looks OK?

Regards

Paul.

[C33nf0]

Hi

Thanks for checking in , no its not getting any better.

I dont really get it , speeds etc. are all great im just having the modem reboot randomly ( 2 today )

It might not sound much but i work from home and get kicked out of every system / lose work and have to sign back into everything

I can post modem levels but this is after it has rebooted itself

Downstream bonded channels

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

1	331000000	4.9	38	256 qam	25
2	339000000	5.4	38	256 qam	26
3	347000000	5.5	38	256 qam	27
4	355000000	5.3	38	256 qam	28
5	363000000	5.5	38	256 qam	29
6	371000000	5.3	38	256 qam	30
7	379000000	5.5	38	256 qam	31
8	387000000	5.1	38	256 qam	32
9	395000000	4.9	40	256 qam	33
10	403000000	5.1	40	256 qam	34
11	411000000	5	38	256 qam	35
12	419000000	4.9	40	256 qam	36
13	427000000	4.9	40	256 qam	37
14	435000000	4.8	38	256 qam	38
15	443000000	4.5	38	256 qam	39
16	451000000	4.6	38	256 qam	40
17	459000000	4.4	38	256 qam	41
18	467000000	4.5	38	256 qam	42
19	475000000	4	38	256 qam	43
20	483000000	4.4	40	256 qam	44
21	491000000	4.4	38	256 qam	45
22	499000000	4.3	38	256 qam	46
23	507000000	4.6	38	256 qam	47
24	515000000	4	38	256 qam	48

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	38.9	0	0
3	Locked	38.9	0	0
4	Locked	38.6	5	0
5	Locked	38.6	0	0
6	Locked	38.9	0	0
7	Locked	38.9	4	0
8	Locked	38.6	0	0
9	Locked	38.9	6	0
10	Locked	38.9	5	0
11	Locked	40.3	0	0
12	Locked	40.3	5	0
13	Locked	38.9	0	0
14	Locked	40.3	0	0
15	Locked	40.3	0	0
16	Locked	38.9	6	0
17	Locked	38.6	0	0
18	Locked	38.6	5	0
19	Locked	38.9	0	0
20	Locked	38.9	5	0
21	Locked	38.9	0	0
22	Locked	40.3	6	0
23	Locked	38.6	0	0
24	Locked	38.9	0	0

[Adduxi]

Can you post the upstream levels as well please.

Your BQM looks IMHO to be either noise on the line, or congestion in your area.