Evening,We had new kit installed Mid January - TV360, 2 Stream Boxes and Hub 5. Since installation, we have noticed patchy internet; random short cut outs, and generally slow speeds on and off. Previously had TV360, TV360 Mini and Hub 4 which was very reliable and consistent speed wise.Initially tried ruling out all internal cabling by connecting directly to the primary connection point and utilising only the white TV / Broadband splitter cable provided in the Quick install kit. Still had problems and signal levels / modem errors continued, and so the cable from the street to the house was replaced today, 3 weeks after raising concerns. We are still having problems after the new cable was completed this morning, speed tests are hit and miss and not achieving anywhere near Gig1 speeds despite regularly hitting 900+ DL and 100 UL on previous Hub 4 install. Although the minute by minute recurring modem errors appear to have stopped, the Downstream 3.1 levels look on the low side to me and the Upload potentially too high based on what I have read. Any thoughts appreciated as the QOS monitor I setup doesn't show a lot (assume as the cut outs are so short and speeds aren't monitored). I will post the modem logs shortly.Thank you.

Yep, looks like your DOCSIS 3.0 channel's upstream power levels are too high, causing some issues.Have you checked for local area issues:https://www.virginmedia.com/help/check/status

Some of the upstream power levels are too high. Check for local faults on 0800 561 0061. If none are reported call it in as a fault on 0345 454 1111 / 150.

Thank you both. Yes, I have been checking for local issues most days. Nothing shows initially, but after a check I do I typically get a message to say there are intermittent signal issues in the area. I then go through the steps to test the setup in my home, which changes nothing and the website says the fault has been reported and to check back in 24 hours. 24 hours later, it is a case of rinse and repeat. Today (after having the cable changed) this is the first day the website has not shown a problem, but still experiencing intermittent connection and low speeds. I will get on to reporting the fault at the earliest opportunity. Thank you.

Forgot to add the BQM yesterday: https://www.thinkbroadband.com/broadband/monitoring/quality/share/828ed988607e2a56bdb82eb488657c1f903e821cI managed to get onto support last night who seemed reluctant to log a fault, but I have an engineer due this afternoon, so hopefully they will either resolve the problems or raise it with the appropriate team.

Gig1, Hub 5, Intermittent Signal and Low Speeds | Virgin Media Community

EJM81
Joining in
26 days ago
- Cardiffman282
  Trouble shooter
  26 days ago
  Some of the upstream power levels are too high. Check for local faults on 0800 561 0061. If none are reported call it in as a fault on 0345 454 1111 / 150.
carl_pearce
Community elder
26 days ago
Yep, looks like your DOCSIS 3.0 channel's upstream power levels are too high, causing some issues.
Have you checked for local area issues:
https://www.virginmedia.com/help/check/status
EJM81
Joining in
26 days ago
Thank you both.
Yes, I have been checking for local issues most days. Nothing shows initially, but after a check I do I typically get a message to say there are intermittent signal issues in the area. I then go through the steps to test the setup in my home, which changes nothing and the website says the fault has been reported and to check back in 24 hours. 24 hours later, it is a case of rinse and repeat.
Today (after having the cable changed) this is the first day the website has not shown a problem, but still experiencing intermittent connection and low speeds.
I will get on to reporting the fault at the earliest opportunity.
Thank you.
EJM81
Joining in
26 days ago
Forgot to add the BQM yesterday:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/828ed988607e2a56bdb82eb488657c1f903e821c
I managed to get onto support last night who seemed reluctant to log a fault, but I have an engineer due this afternoon, so hopefully they will either resolve the problems or raise it with the appropriate team.
EJM81
Joining in
25 days ago
The tech came yesterday aftwrnoon and was great; listened to what I had to say, had clearly taken a look beforehand and suggested the best solution was to add a HDU to to balance the levels and change the modem out for another to be certain that wasn't the cause.
Since then, the connection still feels patchy, whether it is general browsing (random slow responses and page loading) or for streaming and even sp ed test results are hit and miss. Most notably, I would say the consistency of upload test results has improved, but download now seems speed tests are consistently slower than they were. I also note the uncorrectable errors have slowly started to build again.
Although the upstream levels now look [mostly] better, are the downstream levels now too high? Do I need to refer this back again for a network technician to get involved?
Thank you again for any advice.
- Cardiffman282
  Trouble shooter
  25 days ago
  Yup all downstream power levels are too high and one 3.0 upstream power level is too. You also have some uncorrectable errors. Check for local faults on 0800 561 0061 otherwise call it in as a fault on 0345 454 1111/150.
- Vikki_M
  Forum Team
  23 days ago
  Hi EJM81,
  
  Thanks for your post and welcome to our community.
  
  We're sorry to hear the issues have persisted following the engineer visit.
  
  Does this affect WiFi and hard wired connections?
  
  Is the issue affecting multiple devices?
  
  Are you using the 2.5Gbps port for the connection on your hub?
  
  Please pop back to us when you can.
EJM81
Joining in
18 days ago
Engineer has visited today. Quickly connected his tester up to our modem connection and confirmed clear problems on the line. Went to do some quick checks in the street and identified that it was water ingress into equipment in the street.
He has escalated it to the network team and said that it could take 24-48 hours to be actioned.
How long are we likely to wait for the matter to be resolved and what are the chances of compensation for the ongoing service issues we have had once it is all resolved?
Thank you.
- Kath_P
  Forum Team
  13 days ago
  Hi EJM81,
  
  Thanks for taking the time to update us in the Community. ⭐
  
  Once it goes to the Networks team, they usually investigate things quite quickly. Depending on the work required, it can take a few weeks to plan and action things though. We wouldn't have visibility on that side of things so wouldn't be able to give any exact timescales.
  
  Many thanks,