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Intermittent broadband Freeze and Drop out

DA65
On our wavelength

Virgin Superhub 3 on M125 has been having intermittent drop out and freeze when trying to connect cell phone and also when watching Channel 4 and U TV for over 12 months and now becoming more frequent.

Have spoken with support but no resolution.

I have used Think Broadband BQM shown below which shows what I understand to be a reasonably normal performance of the router connection.

I have also tried Tracer Route to both channel 4 and U TV websites results attached. Both traces show Requests timed out on hops 3 and 5 which if, I am understanding correctly, are within the virgin network. Could these time outs be a part of or indicator of the reason for these drop outs?

I have reset both the hub(Many times ) and the TV which is a Samsung Series 7 with no improvement.

Speed test run on cell phone using samknows close to tv at time of freeze and drop out shows wifi at  over 100Mbps.

Can anyone assist in finding a solution to stop these drop outs?

 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
234750000
Locked
Ranged Upstream Channel (Hz)
49600000
Locked
Provisioning State
Online

Downstream bonded channels

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

1234750000-4.438256 qam13
2242750000-4.938256 qam14
3250750000-5.438256 qam15
4258750000-5.238256 qam16
5266750000-4.738256 qam17
6274750000-4.738256 qam18
7282750000-4.738256 qam19
8290750000-5.438256 qam20
9298750000-5.238256 qam21
10306750000-5.538256 qam22
11314750000-5.538256 qam23
12322750000-5.538256 qam24
13330750000-5.538256 qam25
14338750000-5.938256 qam26
15346750000-5.938256 qam27
16354750000-638256 qam28
17362750000-6.538256 qam29
18370750000-6.938256 qam30
19378750000-7.537256 qam31
20386750000-7.737256 qam32
21394750000-7.737256 qam33
22402750000-7.738256 qam34
23410750000-837256 qam35
24418750000-837256 qam36



Downstream bonded channels

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

1Locked38.6129584686
2Locked38.6239834886
3Locked38.6143663631
4Locked38.9148964036
5Locked38.6133524329
6Locked38.9133164115
7Locked38.9139043968
8Locked38.9165154306
9Locked38.6166484603
10Locked38.9172333332
11Locked38.6179293545
12Locked38.6189203940
13Locked38.9192564366
14Locked38.6198765754
15Locked38.6190924191
16Locked38.6196704100
17Locked38.9212604771
18Locked38.6224975044
19Locked37.6265245589
20Locked37.6251546548
21Locked37.6230956757
22Locked38.6227636005
23Locked37.6237647739
24Locked37.6235477600
20 REPLIES 20

DA65
On our wavelength

Sorry firstThursday 16.43 Think Broadband  Screenshot 2024-10-31 204524.png pic of BCM rejected marked up version attached

DA65
On our wavelength

Following my earlier post on Tuesday the problems continue and have been particularly frequent over the last two evenings .

The following BQM outputs show the situation yesterday and today before and following a router restart

Thursday 20.41 Think Broadband  Screenshot 2024-10-31 204524.pngFriday 09.44 After restart of router Think Broadband  Screenshot 2024-11-1 204524.pngAttached are Router stas after restart

.

Downstream bonded channels

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

1234750000-538256 qam13
2138750000-138256 qam1
3146750000-1.538256 qam2
4154750000-238256 qam3
5162750000-2.238256 qam4
6170750000-2.238256 qam5
7178750000-2.738256 qam6
8186750000-3.238256 qam7
9194750000-3.438256 qam8
10202750000-3.538256 qam9
11210750000-3.937256 qam10
12218750000-4.236256 qam11
13226750000-4.537256 qam12
14242750000-5.538256 qam14
15250750000-5.938256 qam15
16258750000-5.738256 qam16
17266750000-538256 qam17
18274750000-538256 qam18
19282750000-5.238256 qam19
20290750000-638256 qam20
21298750000-5.938256 qam21
22306750000-6.238256 qam22
23314750000-638256 qam23
24322750000-6.238256 qam24



Downstream bonded channels

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

1Locked38.6280
2Locked38.9170
3Locked38.9210
4Locked38.6140
5Locked38.6170
6Locked38.9200
7Locked38.950
8Locked38.970
9Locked38.6180
10Locked38.6190
11Locked37.6110
12Locked36.6220
13Locked37.6260
14Locked38.6160
15Locked38.6120
16Locked38.6140
17Locked38.680
18Locked38.990
19Locked38.970
20Locked38.650
21Locked38.680
22Locked38.6120
23Locked38.6130
24Locked38.6190

Upstream bonded channels

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

14960000050.3512064 qam7
23660000049.8512064 qam9
32360000050.3512064 qam11
44310000050512064 qam8
53010000050512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000



 

Addix previousy identified issues with low downstream power levels which now seem to be even lower on more channels he also identified high upstream power levels.

Can VM please look at the data and advise what the issue is and how it  can be resolved.

 

 

Yup upstream power levels look high to me and downstream are also a bit low. Check for local faults on 0800 561 0061 otherwise call it in as a fault on 0345 454 1111 / 150.

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Client62
Alessandro Volta

The BQM indicates there was a total loss of service from 1am to 9am the following day.

Yet there is not a single word about this in the original post.

What is the BQM pointing to ?   A generic VPN exit point perhaps ?

Sephiroth
Alessandro Volta

… Or the public IP address has changed and the BQM is thus no longer in contact with the hub.

Is there an attenuator on the back of your hub?  If so, please remove it and keep us informed.  Of course, the coax cable need to be tightly screwed inn at both ends.

Seph - ( DEFROCKED - My advice is at your risk)

DA65
On our wavelength

Sorry I did mention in second post that despite BQM showing 100% packet loss internet was working fine but post exceeded word count and this was lost.  BQM points to IP address shown by BQM What is my ip address tool.

DA65
On our wavelength

there is what I believe to be an attenuator on the phone line connected to the hub but no other that I am aware of.

 

Client62
Alessandro Volta

Check the BQM IP it does not appear to be a VM Hub.
For our Hub the Admin >> Info section of the Hub's menu shows the IPv4 address use this IP in BQM.

What is my ip address tool will return the wrong answer if performed over a VPN or via Apple Relay etc.

Hi @DA65 

Thanks for posting and welcome back to the community. Apologies for any service issues. We'll send you a PM now to assist further.

John_GS
Forum Team


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Hi @DA65 thanks for your post here in the Community although we're sorry to hear of your concerns.

We do see you've managed to get some help on this via an alternative thread which is great news!
If you need any further help, please don't hesitate to let us know.

Many thanks

Tom_W