Forum Discussion

Lee17's avatar
Lee17
On our wavelength
27 days ago

Poor upload,packet loss, intermittent signal

This started just after jan,had an engineer out replaced the coax cable ,cleared some noise of the line ,sorted the issue for about 2 weeks ,then suddenly 9th feb it went again.

Next day an area issue popped up ,was hopefully it was all related,area issue was fixed(apparently) 4 days later .

Now it says my area is all fine but when i do a service check it keeps coming back with intermittent signal in your area ,check in 24 hours and if it isnt sorted we will book an engineer (again)

but it keeps resetting the timer each day now for the past 2 days ,ive tried chatting to a rep and keep getting nowhere,i would like to know whats actually going on with my service,

  • Lee17's avatar
    Lee17
    On our wavelength
    26 days ago

    I think i found the issue causing my poor upload and packet loss ,one of the bonded upstream channels is only at 16qam ,they should all be at 64 qam

     

    • Tudor's avatar
      Tudor
      Very Insightful Person
      26 days ago

      Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

      VM will not dispatch any technicians while an area fault exists.

      If no area faults found:

      The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

      • Lee17's avatar
        Lee17
        On our wavelength
        26 days ago

        So what is the board for then ,if not to get the attention of a virgin helper ? Ive got a technician coming out now