There's a bit of a backstory to this one. Previously my house had Virgin installed on a 150mbps package under a different account holder in the family. At that point we were also using the Superhub 2.
Our story begins a few weeks ago when I joined Virgin - specifically their Vivid 200 gamer package. Immediately after activation I have been suffering several connection drops every day. I'm talking 10 to 15 minimum. Upon checking my router through 192.168.0.1 I noticed that my downstream power levels were very low on 3 to 4 channels (lower than the recommended -6). The SNR levels were also dipping below 34.5 resulting in T3 and T4 timeouts.
So I booked the first engineer who came over last Wednesday (09/08/10) - lovely guy, had a look at my equipment and told me that the issue was with our local street box and that he'd get a specialist to check it out. He also provided me with a longer wire as the one I had didn't quite reach the place I wanted my router in. Anyway, the specialist knocked my door later that day and said he'd replaced some components in the box and that the issue should be resolved.
That didn't work, so I called again and got an appointment booked for today. The engineer phoned at around 11am and said that the problem was still with the box and that it'd be pointless to come to the house and would call a specialist to have a look at the street box. I didn't hear anything all day like with the first appointment so I phoned 150 on my landline and the operator told me the problem had been fixed "this afternoon" without specifically clarifying when. It clearly wasn't fixed as I was still suffering the same issues at around 2pm, 5pm and 8pm. This time, however, the downstream power levels seem to have stabilised on most channels apart from a couple which keep oscillating between -3 and -7.
Now here we are: third engineer booked, intermittent network outages and an extremely frustrated customer. Network Stats below:
Thankfully the engineer resolved the problem. For anyone else having the same issues, phone Virgin immediately and ask for a network engineer to check your local CMTS boxes. The problem we were having was with two amps in two separate boxes which were malfunctioning.