Connection Keeps Dropping - router data included in post

[scottjp23]

Hello, 

For the past two days our connection keeps dropping randomly. This is affecting every device, whether on WiFi or connected via ethernet cable. 

Online games are frequently disconnected, streaming buffers regularly and even internet browsing can be difficult. 

We have rebooted the Hub 4 router and also reset to factory settings, but with no luck. When connected it has a solid white light. No faults are reported in our area.

Any help or suggestions appreciated! 

[scottjp23]

3.0 Downstream channels

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

25	331000000	-3.799999	37.636276	QAM256	25
1	139000000	-0.700001	38.983261	QAM256	1
2	147000000	-0.900002	38.983261	QAM256	2
3	155000000	-0.599998	37.636276	QAM256	3
4	163000000	-0.799999	38.983261	QAM256	4
5	171000000	-0.799999	38.983261	QAM256	5
6	179000000	-1.000000	38.983261	QAM256	6
7	187000000	-1.000000	38.605377	QAM256	7
8	195000000	-1.000000	38.605377	QAM256	8
10	211000000	-1.400002	38.605377	QAM256	10
11	219000000	-1.500000	38.605377	QAM256	11
12	227000000	-1.500000	38.605377	QAM256	12
13	235000000	-1.400002	38.983261	QAM256	13
14	243000000	-1.500000	38.605377	QAM256	14
15	251000000	-1.599998	38.605377	QAM256	15
16	259000000	-1.500000	38.983261	QAM256	16
17	267000000	-2.299999	38.983261	QAM256	17
18	275000000	-2.900002	38.605377	QAM256	18
19	283000000	-2.500000	38.605377	QAM256	19
20	291000000	-2.099998	38.983261	QAM256	20
21	299000000	-1.900002	38.605377	QAM256	21
22	307000000	-2.400002	38.605377	QAM256	22
23	315000000	-2.900002	37.636276	QAM256	23
24	323000000	-3.700001	37.636276	QAM256	24
26	339000000	-3.900002	37.636276	QAM256	26
27	347000000	-3.200001	37.636276	QAM256	27
28	355000000	-3.299999	37.636276	QAM256	28
29	363000000	-3.200001	37.636276	QAM256	29
30	371000000	-3.500000	37.355988	QAM256	30
31	379000000	-3.799999	37.355988	QAM256	31
32	387000000	-3.900002	37.636276	QAM256	32

3.0 Downstream channels

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

25	Locked	37.636276	0	0
1	Locked	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	37.636276	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
10	Locked	38.605377	0	0
11	Locked	38.605377	0	0
12	Locked	38.605377	0	0
13	Locked	38.983261	0	0
14	Locked	38.605377	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.983261	0	0
21	Locked	38.605377	0	0
22	Locked	38.605377	0	0
23	Locked	37.636276	0	0
24	Locked	37.636276	0	0
26	Locked	37.636276	0	0
27	Locked	37.636276	0	0
28	Locked	37.636276	0	0
29	Locked	37.636276	0	0
30	Locked	37.355988	0	0
31	Locked	37.355988	0	0
32	Locked	37.636276	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

39

-4.1

140761841

5

[scottjp23]

3.0 Upstream channels

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

1	53700000	36.520599	5120 KSym/sec	32QAM	6
2	23600000	35.520599	5120 KSym/sec	16QAM	12
3	39400000	36.020599	5120 KSym/sec	16QAM	8
4	46200000	36.270599	5120 KSym/sec	16QAM	7
5	60300000	36.520599	5120 KSym/sec	32QAM	5
6	32600000	35.520599	5120 KSym/sec	64QAM	11

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0
6	US_TYPE_ATDMA	0	0	0	0

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	6
DOCSIS 3.1 channels	1	0

[Adduxi]

Your US channels should all be 64 QAM.  There is a fault and needs fixed by VM.

[scottjp23]

Thank you for your quick response. 

[scottjp23]

Will someone from Virgin reach out to me here? 

[Adduxi]

VM staff will reply and it usually takes a couple of days as this is not a direct line to VM as such.

Bumping your post will put you to the back of the queue again.  If it is urgent phone in.

[scottjp23]

Thank you. 

I have spent over three hours connected with customer support so far. Originally they said they would get back to me with an update after 24 hours and didn't.

Today they kept insisting it was a Wifi problem despite me saying over and over that it is an issue affected all devices, even those connected via ethernet cable. They offered an engineer but then quickly ended the chat because I hadn't replied within a few minutes - I was trying to take a screenshot of my upstream log to send them!

Really bad customer service and it is affecting my ability to work. 

They won't acknowledge the QAM issue despite me mentioning it and linking to this thread.

[scottjp23]

Good news - I now have an engineer booked. 

No further help needed for now.

[scottjp23]

Two weeks and this is still ongoing... the internet drops outs repeatedly. I need to use zoom calls for work so this is unacceptable.

The engineer upgraded us to the latest hub, but it hasn't changed anything. 

We have also since, and sometimes repeatedly: reset the hub, reset the hub to factory setting, moved the ethernet cable from the 2.5GBps port. 

This is clearly an issue with the network. The WhatsApp chat only allows you to select a Wifi issue meaning they try to solve that first every time - even though you clearly state it is affecting ethernet connected devices. 

They said "it would be fixed within 24-48 hours" last Friday and the issues persists.