Intermittent connection
I’ve been having this issue for months where my connection is perfect for maybe a few days to sometimes over a week, then it will just completely disconnect for hours, for days if not weeks. I’ve had an engineer come round, they replaced my hub with a hub 5 (originally a hub 3) which seemed great at the time but the issue just never fully went away. Done all i can to attempt to fix it, but realistically there’s not a lot i can do. this is todays connection: https://www.thinkbroadband.com/broadband/monitoring/quality/share/42b53d2b86f43b5e4cb51298e5366c734a636424 The above images are some of the worst days ive had but there have been only maybe 5/6 days like this so far (a majority of the time its just 20 minutes then its back for maybe 15)
Hub 5.0 Connection Loss
Hello Community, I've just updated from a hub 3.0 to a hub 5.0 and now I'm saying frequent broadband interruptions. Here are the down stream channels - are these normal? Router status 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 194000000 1 39 QAM 256 8 2 138000000 3.5 39 QAM 256 1 3 146000000 2.7 38 QAM 256 2 4 154000000 2.2 38 QAM 256 3 5 162000000 1.7 38 QAM 256 4 6 170000000 1.3 38 QAM 256 5 7 178000000 1.2 38 QAM 256 6 8 186000000 1 39 QAM 256 7 9 202000000 0.8 39 QAM 256 9 10 210000000 0.6 39 QAM 256 10 11 218000000 0.6 39 QAM 256 11 12 226000000 0.3 39 QAM 256 12 13 234000000 0.4 39 QAM 256 13 14 242000000 0.9 39 QAM 256 14 15 250000000 0.8 39 QAM 256 15 16 258000000 0.9 39 QAM 256 16 17 266000000 -1 39 QAM 256 17 18 346000000 -3.3 38 QAM 256 27 19 354000000 -3.5 38 QAM 256 28 20 362000000 -3.9 37 QAM 256 29 21 370000000 -4.4 37 QAM 256 30 22 378000000 -4.7 37 QAM 256 31 23 386000000 -5.1 36 QAM 256 32 24 394000000 -5.7 38 QAM 256 33 25 402000000 -6 38 QAM 256 34 26 410000000 -6 38 QAM 256 35 27 418000000 -6.6 37 QAM 256 36 28 522000000 -10.9 34 QAM 256 37 29 530000000 -10.9 35 QAM 256 38 30 538000000 -10.8 34 QAM 256 39 31 546000000 -10.8 34 QAM 256 40 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 39 24 0 2 Locked 39 515 20 3 Locked 38 493 18 4 Locked 38 683 76 5 Locked 38 376 19 6 Locked 38 38 0 7 Locked 38 16 0 8 Locked 39 17 0 9 Locked 39 84 0 10 Locked 39 284 0 11 Locked 39 350 11 12 Locked 39 45 0 13 Locked 39 35 0 14 Locked 39 42 0 15 Locked 39 37 0 16 Locked 39 279 17 17 Locked 39 112 0 18 Locked 38 223 0 19 Locked 38 251 0 20 Locked 37 416 0 21 Locked 37 703 0 22 Locked 37 771 0 23 Locked 36 861 0 24 Locked 38 1382 0 25 Locked 38 1554 0 26 Locked 38 1534 0 27 Locked 37 2236 0 28 Locked 34 36026 0 29 Locked 35 36910 0 30 Locked 34 36488 0 31 Locked 34 38684 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 41 190 4K 3736 QAM 4096 148 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 41 Locked 0 -21.9 28067657 971484094 Thanks, DDBook engineer to check network
Hi, I am having trouble with my internet. It randomly drops out. I have 1gig internet, and intermittently it will drop to 30mbps. Resetting the router fixes it, however when I unplug the router, and plug it back in - it doesn’t connect to the internet. I have left it hours and it doesn’t ever connect. I can connect to the router, but the router doesn’t have internet. I have to unplug it a further 2-3 times, before it will connect to the internet. I did a network self test and it identified the router couldn’t connect with VM servers. An engineer came and replaced the router which didnt fix the issue. The engineer said somebody would have to come and take a look at the cabinet if replacing the router doesn’t fix it. How do I get an engineer to look at the cabinet please? When it happens, these are the error messages: SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; And when the internet is working but drops out randomly I get the error - DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value My postcode is ME20 Thank youBoardband service is keeping unstable / disconnected
I’m living in postcode B90. During these months ,the boardband service was keeping unstable. The service was keeping on and off especially on Sat, Sun or Public Holidays. It’s totally disappointed. Is that the services demand over load the server ?No internet and intermittent internet since 13 November
Since 13 November I have had either no internet or intermittent internet. First outage on 13 November following a storm resulted in 3 new hubs, 3 ONU boxes, 5 engineers to confirm a network issue. Internet working on 19 November. Next outage on 13 December so dad I have had 2 engineers. First one confirmed network issue to be resolved in 24-48 hours. No internet or intermittent internet called Virgin 3 times 2 advisors confirmed Virgin were aware of network issues yet, 3rd advisor confirmed no issues or outages and another engineer sent. He arrived Monday of this week and could not see any issues with the equipment in the house and spoke to his manager and network team who knew of no network issues. We are now on day 11 of no or intermittent intermittent internet. The app is mostly useless in saying everything is working correctly but last night it did give a message after doing a hub test that there was an intermittent issue. Can anyone advise how to get this issue escalated to someone who will fix it? Currently solid white light on hub 5 and no internet.
Connection dropping intermittingly
Good afternoon! For about a week now I've noticed that my internet connection drops for around 5-10s every 20-60 minutes, sometimes multiple times over a 5 minute period and I have no idea why. I am currently wired to the hub as is my other laptop but I notice the connection dropping on my wireless devices around the same kind of time too, others in the household have also noticed this. I have also seen on Reddit and here that others are in the same boat across the UK so I know it's not isolated to me. Is there anything that can be done to resolve this? I will provide any information asked and run whatever diagnostics I am advised to. Thank you.Junction cabinet in my hedge
Virgin Media applied to the local highways agency to replace a 85cm high cabinet on the highway outside my house in 2023. They actually put a replacement 1.2m high by 1.2m wide cabinet in my hedge, next to my drive. Earlier this year they dug up my hedge looking for cables under the cabinet and the hedge is now wrecked. I can’t replace it with a fence because the cabinet is in the way. I’ve tried complaining but four months later I’m just being fobbed off with excuses or promised callbacks which don’t materialise. I want to escalate the complaint but am not sure where to go. Is it Ofcom or the Communications Ombudsman?EPH Gateway compatiblity
I have an EPH gateway used for controlling my heating via WiFi, and have used it for 3 years without issue. About 3 months ago it started dropping off the internet and after 3 or 4 visits the engineer suggested I contact EPH who suggested the issue may be something to do with the Virgin Media WiFi ? The did send me another gateway unit just in case, and that has been installed with no improvement. So the question I have is, could the WiFi signal be the problem? I should add that we have no other issues with anything at all connected to the WiFi, and the signal strength seems fine. TIA.
Too Many Disconnections!
Back again, in desperation! I've been having problems for months, but in the last few weeks it has become progressively worse. After an engineer visit new Hub 5 and (apparently!) a new connection at the cabinet, it has actually gotten worse. I have requested an outdoor survey, as all the equipment in my house has recently been replaced and have another engineer visit provisionally booked for 22 December. However, I am now at the point where I will be requesting an early exit from my contract, as this really is unacceptable. My previous request for help were not progressed as I was running my hub in modem mode, so I have now switched it back to router mode in the hope that some kind of diagnosis might be possible. Here are my logs from less than 12 hours of uptime System up time 0day(s)11h:14m:39s Cable Modem Status Item Status Type Cable Modem Status Online DOCSIS 3.0 Primary downstream channel Locked SC-QAM Channel Overview Downstream Upstream DOCSIS 3.0 channels 31 5 DOCSIS 3.1 channels 1 1 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 163000000 7.5 43 QAM 256 4 2 155000000 8 42 QAM 256 3 3 171000000 7.3 43 QAM 256 5 4 179000000 7.2 43 QAM 256 6 5 187000000 7.1 43 QAM 256 7 6 195000000 7.3 43 QAM 256 8 7 203000000 6.9 43 QAM 256 9 8 211000000 6.8 43 QAM 256 10 9 219000000 6.4 43 QAM 256 11 10 227000000 6.2 42 QAM 256 12 11 235000000 6.2 42 QAM 256 13 12 243000000 6.1 43 QAM 256 14 13 251000000 5.8 43 QAM 256 15 14 259000000 5.8 43 QAM 256 16 15 267000000 5.4 43 QAM 256 17 16 275000000 5.3 42 QAM 256 18 17 283000000 5 42 QAM 256 19 18 291000000 4.9 42 QAM 256 20 19 299000000 5 42 QAM 256 21 20 307000000 5 42 QAM 256 22 21 315000000 4.7 42 QAM 256 23 22 323000000 4.7 42 QAM 256 24 23 331000000 4.4 42 QAM 256 25 24 339000000 4.6 42 QAM 256 26 25 347000000 4.6 42 QAM 256 27 26 355000000 4.4 42 QAM 256 28 27 363000000 4.5 42 QAM 256 29 28 371000000 4.6 42 QAM 256 30 29 379000000 4.3 42 QAM 256 31 30 387000000 4.4 43 QAM 256 32 31 395000000 4.3 42 QAM 256 33 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 43 1305039 326305 2 Locked 42 447669 51730 3 Locked 43 1099552 1437186 4 Locked 43 1427030 1538202 5 Locked 43 830628 1408003 6 Locked 43 23039 45053 7 Locked 43 25310 49669 8 Locked 43 655 86 9 Locked 43 276 45 10 Locked 42 255 103 11 Locked 42 160 109 12 Locked 43 163 96 13 Locked 43 154 110 14 Locked 43 104 37 15 Locked 43 163 8 16 Locked 42 134 26 17 Locked 42 187 0 18 Locked 42 720 49 19 Locked 42 456 16 20 Locked 42 236 0 21 Locked 42 117 0 22 Locked 42 86 0 23 Locked 42 71 0 24 Locked 42 82 0 25 Locked 42 87 0 26 Locked 42 86 0 27 Locked 42 91 0 28 Locked 42 85 0 29 Locked 42 96 0 30 Locked 43 73 0 31 Locked 42 57 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 37 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 37 Locked 0 3.0 212999039 0Hub 6 no internet connection
We have just moved into a new apartment and had a technician out to install the Wi-Fi router on Tuesday this week. There was already an existing connection point which he tested and confirmed was good. He set-up the router and assured me that everything was working. I checked to see that the Wi-Fi network was visible (which it was) before he left. Unfortunately when I connected to the Wi-Fi I discovered there was no internet connection. I followed the troubleshooting steps on the virgin media website. I rebooted the box, tried connecting on other devices and forgot and reconnected to the network. Nothing worked. I rang Virgin Media support and they advised that the connection had not been fully activated and that I should wait 3 hours after the technician visit. So I did but it still did not work after 3 hours nor the next morning. It’s now Friday, I’ve been away for a couple of days, and there is still no internet connection. Very frustrating given that I specifically requested a technician call-out to avoid any connection issues. When I run the network diagnostic tool on my hub 6, I get the following; Can anyone advise on how to resolve please ?
