Forum Discussion

Rossbovis's avatar
Rossbovis
Tuning in
2 years ago

Broadband issues & getting nowhere with virgin.

Hi all,

im coming here as a last resort as I’ve ran out of ideas. I started having issues with my internet around end of November / beginning of December I first raised the issues to virgin 1st December where they tried some remote fixes which if anything seemed to make matters worst.

i have an average of 4 drop outs a day each lasting on average 15m some with a shorter or longer time to reconnect. The errors from the HUB4 are constantly T3 time out… retries exceeded etc. virgin sent a technician 1 out and he came in changed the hub and done some settings in the street box and off he went said it should be good now, that evening the broadband went down again. Back onto virgin technician 2 comes out a week later, after explaining the issues to him and the fault codes I’m getting the answer was “are you sure tech1 changed the router” yes I’m sure… okay well I think it’s a line problem and there’s nothing I can do virgin will investigate you should get an update tomorrow. (Tech 2 was described as a senior technician)

i have heard nothing since and still having the same broadband issues and whenever I speak to virgin they just want to blindly send another technician who turns up and says there is nothing I can do.

at this point I feel my only option is to cancel but if anyone has some ideas feel free to shoot them over however I think most avenues have been exhausted. Myself and my partner work from home a lot and this is causing issues I don’t feel like we should be getting with no resolution. Others on my estate (newer build) are having issues but they are getting the same answers and then support just says there’s no other reported issues in your area.

think broadband monitor link - https://www.thinkbroadband.com/broadband/monitoring/quality/view/813b3101aa3b59ca3894903cac651ada2f27442c/09/01/2024 - started monitoring 15th December.

any other info that is required please let me know, thanks in advance.

  • Tudor's avatar
    Tudor
    Very Insightful Person

    Loos more like a circuit problem, noting VM could do remotely would fix it, please post some stats.

    How to get stats from a VM hub (no need to logon to the hub)

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.
    • Rossbovis's avatar
      Rossbovis
      Tuning in

      Hi Tudor,

      downstream -

       

      3.0 Downstream channels

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

      253307500002.70000138.605377QAM25625
      21467500004.80000337.636276QAM2562
      31547500004.80000338.605377QAM2563
      41627500004.59999837.636276QAM2564
      51707500004.19999737.636276QAM2565
      61787500003.90000237.636276QAM2566
      71867500003.79999937.636276QAM2567
      81947500003.70000137.636276QAM2568
      92027500003.70000137.355988QAM2569
      102107500003.59999837.636276QAM25610
      112187500003.29999937.355988QAM25611
      122267500003.20000137.636276QAM25612
      132347500003.09999837.636276QAM25613
      142427500003.09999837.636276QAM25614
      152507500003.00000037.636276QAM25615
      162587500003.00000037.355988QAM25616
      172667500003.00000037.636276QAM25617
      182747500003.29999938.983261QAM25618
      192827500002.90000238.983261QAM25619
      202907500003.00000038.605377QAM25620
      212987500003.29999938.983261QAM25621
      223067500002.79999938.605377QAM25622
      233147500002.70000138.605377QAM25623
      243227500002.40000238.605377QAM25624
      263387500002.79999938.605377QAM25626
      273467500002.90000238.605377QAM25627
      283547500002.90000238.983261QAM25628
      293627500002.90000238.605377QAM25629
      303707500002.79999938.983261QAM25630
      313787500002.79999938.605377QAM25631
      323867500002.79999938.983261QAM25632



      3.0 Downstream channels

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

      25Locked38.60537700
      2Locked37.63627600
      3Locked38.60537700
      4Locked37.63627600
      5Locked37.63627600
      6Locked37.63627600
      7Locked37.63627600
      8Locked37.63627600
      9Locked37.35598800
      10Locked37.63627600
      11Locked37.35598800
      12Locked37.63627600
      13Locked37.63627600
      14Locked37.63627600
      15Locked37.63627600
      16Locked37.35598800
      17Locked37.63627600
      18Locked38.98326100
      19Locked38.98326100
      20Locked38.60537700
      21Locked38.98326100
      22Locked38.60537700
      23Locked38.60537700
      24Locked38.60537700
      26Locked38.60537700
      27Locked38.60537700
      28Locked38.98326100
      29Locked38.60537700
      30Locked38.98326100
      31Locked38.60537700
      32Locked38.98326100

       

      • Rossbovis's avatar
        Rossbovis
        Tuning in

        Downstream continued -

        1 Downstream channels

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

        33964K1840QAM4096759



        3.1 Downstream channels

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

        33Locked39-1.81534406680

        upstream - 

        3.0 Upstream channels

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

        12360000031.2705995120 KSym/sec32QAM12
        23940000030.5205995120 KSym/sec64QAM4
        34620000030.0205995120 KSym/sec64QAM3
        46030000029.2705995120 KSym/sec32QAM1
        53260000031.0205995120 KSym/sec32QAM9
        65370000029.7705995120 KSym/sec32QAM2



        3.0 Upstream channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

        1US_TYPE_ATDMA0000
        2US_TYPE_ATDMA0000
        3US_TYPE_ATDMA0000
        4US_TYPE_ATDMA0000
        5US_TYPE_ATDMA0000
        6US_TYPE_ATDMA0000
  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    It will be interesting to hear @Gareth_L 's test results for this problem, which a technician on site has said is a network issue. 

    • Rossbovis's avatar
      Rossbovis
      Tuning in

      I have replied to Gareth so I will let you know.. my most annoying thing is.. second technician who said there’s nothing he can do it’s network / fibre issues is actually a really nice guy who done the initial install a year before. 

    • Rossbovis's avatar
      Rossbovis
      Tuning in

      In fairness to Gareth, he has ran some tests and straight away said I have only one upstream and one downstream when it should be four which means it is a fibre issue from cabinet to home. A technician is attending again as they are required to request the fibre team during a visit (which one of the technicians already said they have done) hopefully something gets resolved after this visit / request to the fibre team.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    Well that is very different to the data that you posted previously. Do let us know how it goes with the next visit. 

  • I've been having the exact same issues, also since November. It is incredibly frustrating to always call in the support desk and get no actual help whatsover. Surely someone at Virgin can check their monitoring and see there's a problem.

    It feels like nobody even bothers. I call in, get told they can send an engineer, I tell them engineer already attended. Then I get told they need to monitor and they'll call back. Probably comes as no surprise I've never had them call back.

    The service is downright unusable and I feel like I've given the ISP enough leeway to fix it. Not only is it not fixed it feels like they haven't even bothered to investigate. If you managed to find the magic bullet on how to either get them to actually check the service they're providing, I would be very glad to hear it.

    • Arissa_H's avatar
      Arissa_H
      Forum Team

      Hi Varchola 👋🏼.

      Thank you for posting, welcoming you back onto our community forum 😊.

      Sorry to see you are having issues with your broadband ☹.

      Please can you elaborate what the engineer arrived when they attended?

      You can also check on our service status page to see if there are any faults and even run a faults test.