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

[Travis_M]

Hi @C33nf0

Thanks for the post

I'm going to drop you a private message to investigate further, please keep an eye on your inbox.

Regards

[C33nf0]

After the 3rd engineer visit im still having the same issue

Below are the levels after i could access the modem after reboot

Downstream bonded channels

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

1	331000000	6	38	256 qam	25
2	339000000	6.3	38	256 qam	26
3	347000000	6.4	38	256 qam	27
4	355000000	6	38	256 qam	28
5	363000000	6.3	38	256 qam	29
6	371000000	6	38	256 qam	30
7	379000000	6.1	38	256 qam	31
8	387000000	5.9	38	256 qam	32
9	395000000	5.5	38	256 qam	33
10	403000000	5.9	40	256 qam	34
11	411000000	5.8	38	256 qam	35
12	419000000	5.5	40	256 qam	36
13	427000000	5.5	40	256 qam	37
14	435000000	5.6	38	256 qam	38
15	443000000	5.6	38	256 qam	39
16	451000000	5.3	38	256 qam	40
17	459000000	5	38	256 qam	41
18	467000000	5.3	38	256 qam	42
19	475000000	4.6	38	256 qam	43
20	483000000	5	40	256 qam	44
21	491000000	5	38	256 qam	45
22	499000000	5	38	256 qam	46
23	507000000	5.3	38	256 qam	47
24	515000000	4.6	38	256 qam	48

Downstream bonded channels

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

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

[Molly_T]

Hi C33nf0, thank you for getting back in touch to let us know. 

Sorry to hear you are still experiencing issues following your most recent technicians appointment. 

Having had a look on our systems there are no issues showing with the signal coming in from the exchange, however we are unable to run further tests as your hub is in Modem mode. You can run your own tests via Samknows here but your hub will need to be in router mode to do so. 

Are you able to give us a little more information about the issues you are experiencing from your end? If you are still experiencing disconnections if you could let us know the dates and times you are seeing this across your connection. 

You can post another live BQM graph if you wish. 

Let us know if you are also happy to take your hub out of modem mode so we can run further diagnostics. 

All the best! 

[C33nf0]

Hi

Im happy to go back into router mode , if you check the thread i have done this in the past and no one did anything.

Appreciate the forum team are limited in what they can do but engineers dont seem interested either

There is clearly something wrong , ive had 2 reboots today ( the one at 1pm is me going into router mode )

[C33nf0]

Numerous disconnects today , it seems to be getting worse

Is someone able to check if there has been work locally that might have created an issue ?

When its working speeds seem fine but these random disconnects are so frustrating its been almost a month now

[Vikki_M]

Hi @C33nf0

Thank you for your post and welcome back to our community.

I have taken a look at things from our side and there is an area issue that may cause intermittent service for you at this time. 

I am very sorry for any inconvenience this may cause.

The estimated fix time is 5th May 2022 at 2.10pm.