Forum Discussion

tonyw2's avatar
tonyw2
On our wavelength
29 days ago

Errors, could a VM have a look please.

I think there is external noise. The errors are intermittent and come in bursts.

3.0 Downstream channels

Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
1    226000000    -4.7    33    QAM 256    12
2    170000000    -6.9    30    QAM 256    5
3    178000000    -6.6    31    QAM 256    6
4    186000000    -6.4    31    QAM 256    7
5    194000000    -5.8    32    QAM 256    8
6    202000000    -5.7    32    QAM 256    9
7    210000000    -5.4    32    QAM 256    10
8    218000000    -4.9    33    QAM 256    11
9    234000000    -4.5    33    QAM 256    13
10    242000000    -4.2    34    QAM 256    14
11    250000000    -4.1    34    QAM 256    15
12    258000000    -4    34    QAM 256    16
13    266000000    -3.7    35    QAM 256    17
14    274000000    -3.3    35    QAM 256    18
15    282000000    -3.2    35    QAM 256    19
16    290000000    -3    35    QAM 256    20
17    298000000    -2.8    35    QAM 256    21
18    306000000    -2.8    35    QAM 256    22
19    314000000    -2.9    35    QAM 256    23
20    322000000    -2.5    35    QAM 256    24
21    330000000    -2.4    35    QAM 256    25
22    338000000    -2.4    36    QAM 256    26
23    346000000    -2.1    36    QAM 256    27
24    354000000    -2    36    QAM 256    28
25    362000000    -2.2    36    QAM 256    29
26    370000000    -2    36    QAM 256    30
27    378000000    -1.6    37    QAM 256    31
28    386000000    -1.6    37    QAM 256    32
29    394000000    -1.6    37    QAM 256    33
30    402000000    -1.3    37    QAM 256    34
31    410000000    -1.3    37    QAM 256    35
32    418000000    -1.4    37    QAM 256    36
3.0 Downstream channels

Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
1    Locked    33    94607    257
2    Locked    30    94837438    314
3    Locked    31    69152858    260
4    Locked    31    33575316    269
5    Locked    32    9712178    301
6    Locked    32    2153008    280
7    Locked    32    681838    270
8    Locked    33    215583    264
9    Locked    33    26802    280
10    Locked    34    10768    271
11    Locked    34    6159    209
12    Locked    34    3460    148
13    Locked    35    1817    100
14    Locked    35    1357    108
15    Locked    35    1309    123
16    Locked    35    1331    123
17    Locked    35    1205    98
18    Locked    35    1008    56
19    Locked    35    1185    95
20    Locked    35    1167    93
21    Locked    35    1132    77
22    Locked    36    1136    92
23    Locked    36    945    72
24    Locked    36    944    67
25    Locked    36    950    79
26    Locked    36    968    42
27    Locked    37    903    58
28    Locked    37    688    55
29    Locked    37    546    49
30    Locked    37    520    39
31    Locked    37    615    58
32    Locked    37    678    63
3.1 Downstream channels

Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
159    94    4K    1840    QAM 4096    1108
3.1 Downstream channels

Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
159    Locked    41    0.7    3070016064    16

 

3.0 Upstream channels

Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
0    49600000    43.3    5120    QAM 64    1
1    43100000    43.3    5120    QAM 64    2
2    36600000    43.3    5120    QAM 64    3
3    30100000    43.3    5120    QAM 64    4
4    23600000    43.3    5120    QAM 64    5
3.0 Upstream channels

Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
0    ATDMA    0    0    0    0
1    ATDMA    0    0    1    0
2    ATDMA    0    0    0    0
3    ATDMA    0    0    0    0
4    ATDMA    0    0    18    0
3.1 Upstream channels

Channel    Channel Width (MHz)    Power (dBmV)    FFT Type    Modulation
6    10    37.2    2K    QAM 256
3.1 Upstream channels

Channel    Channel Type    Number of Active Subcarriers    First Active Subcarrier (Hz)    T3 Timeouts    T4 Timeouts
6    OFDMA    200    74000000    18    0

13 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    The lower frequency channels are too low in level, and the upper frequency channels have too many errors. This is slightly unusual as the two effects usually go together.

    You could check that the coax connections are all tight, but this will probably need a technician to fix it. 

  • tonyw2's avatar
    tonyw2
    On our wavelength

    They're now showing a broadband issue in my area...

    Status

    Outage Identified and Raised

    Estimated fix time

    7 July at 08:07.

    Details

    You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

    Updates

    We'll send you email updates on this issue.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta

      When that has been cleared, reboot your Hub and check the stats again after 24 hours. 

  • tonyw2's avatar
    tonyw2
    On our wavelength

    Out of interest I just rebooted it and it's getting worse. Not sure it will keep working for another 5 days. I first reported it to phone support a week ago and the could find no fault.

    3.0 Downstream channels

    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    170000000    -6.5    30    QAM 256    5
    2    178000000    -6.3    31    QAM 256    6
    3    186000000    -6    31    QAM 256    7
    4    194000000    -5.4    32    QAM 256    8
    5    202000000    -5.3    32    QAM 256    9
    6    210000000    -5    32    QAM 256    10
    7    218000000    -4.5    33    QAM 256    11
    8    226000000    -4.3    33    QAM 256    12
    9    234000000    -4.1    33    QAM 256    13
    10    242000000    -3.8    34    QAM 256    14
    11    250000000    -3.7    34    QAM 256    15
    12    258000000    -3.7    34    QAM 256    16
    13    266000000    -3.3    34    QAM 256    17
    14    274000000    -2.9    35    QAM 256    18
    15    282000000    -2.9    35    QAM 256    19
    16    290000000    -2.7    35    QAM 256    20
    17    298000000    -2.4    35    QAM 256    21
    18    306000000    -2.5    35    QAM 256    22
    19    314000000    -2.6    35    QAM 256    23
    20    322000000    -2.3    35    QAM 256    24
    21    330000000    -2.2    35    QAM 256    25
    22    338000000    -2.2    36    QAM 256    26
    23    346000000    -1.9    36    QAM 256    27
    24    354000000    -1.8    36    QAM 256    28
    25    362000000    -2    37    QAM 256    29
    26    370000000    -1.7    37    QAM 256    30
    27    378000000    -1.3    37    QAM 256    31
    28    386000000    -1.4    37    QAM 256    32
    29    394000000    -1.4    37    QAM 256    33
    30    402000000    -1    37    QAM 256    34
    31    410000000    -1.1    37    QAM 256    35
    32    418000000    -1.2    37    QAM 256    36
    3.0 Downstream channels

    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    30    561723    0
    2    Locked    31    376541    0
    3    Locked    31    182227    0
    4    Locked    32    51681    0
    5    Locked    32    10926    0
    6    Locked    32    3363    0
    7    Locked    33    1015    0
    8    Locked    33    493    0
    9    Locked    33    126    0
    10    Locked    34    40    0
    11    Locked    34    25    0
    12    Locked    34    7    0
    13    Locked    34    5    0
    14    Locked    35    3    0
    15    Locked    35    0    0
    16    Locked    35    1    0
    17    Locked    35    0    0
    18    Locked    35    0    0
    19    Locked    35    0    0
    20    Locked    35    0    0
    21    Locked    35    0    0
    22    Locked    36    0    0
    23    Locked    36    0    0
    24    Locked    36    0    0
    25    Locked    37    0    0
    26    Locked    37    0    0
    27    Locked    37    0    0
    28    Locked    37    0    0
    29    Locked    37    0    0
    30    Locked    37    0    0
    31    Locked    37    0    0
    32    Locked    37    0    0
    3.1 Downstream channels

    Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
    159    94    4K    1840    QAM 4096    1108
    3.1 Downstream channels

    Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
    159    Locked    41    0.6    3556664    0

     

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team

      Hi tonyw2, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having an issue with your broadband currently. Checking our systems, we can see that there is a fault open that is affecting you. The details of that are here: 

      • āž” Fault reference number: F011891112
      • āž” Estimated fix time: 07 Jul 2025 08:10
      • āž” Description: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

      Until the fault is resolved, you will continue to notice issues and errors I'm afraid. There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here šŸ‘‰ Automatic Compensation

      If there is anything else we can do, let us know. šŸ˜Š

      Thanks,

  • tonyw2's avatar
    tonyw2
    On our wavelength

    The completion date keeps moving. They're now saying they hope to fix it by 10th July at 10:07 AM.

  • tonyw2's avatar
    tonyw2
    On our wavelength

    Hello,

    You have asked us to keep you up to date on the problem which is affecting your Telephone and TV service(s).

    Fault Ref: F011891112

    The latest update is: We have identified the problem and an engineer is on their way

    We now expect to have this resolved by 2025-07-10T09:00:00

    The Virgin Media Team

    P.S. We don't pick up emails from this mailbox, so please don't reply to this email address.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team

      Hi tonyw2, 

      Thanks for sticking with us on this one. Any fix times noted are only estimates based on the information we have at the time. šŸ˜” Whilst we work hard to meet them, sometimes we need to extend them and this is unavoidable.

      Checking the latest on the fault, it looks as though the estimated fix time has now changed to: 14/07/2025 11:00

      Apologies for any inconvenience caused. 

  • tonyw2's avatar
    tonyw2
    On our wavelength

    Another 4 days to wait...

    Hello,

    You have asked us to keep you up to date on the problem which is affecting your Telephone and TV service(s).

    Fault Ref: F011891112

    The latest update is: We have identified the problem and an engineer is on their way

    We now expect to have this resolved by 2025-07-14T11:00:00

    The Virgin Media Team

    P.S. We don't pick up emails from this mailbox, so please don't reply to this email address.

  • tonyw2's avatar
    tonyw2
    On our wavelength

    Last week was a nightmare, broadband off for a day and still not fixed, I had to factory reset to get it back in modem mode.

    It's supposed to be fixed today... I won't hold my breath.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team

      Hey tonyw2, thank you for reaching out and we are sorry to hear you are having some issues with an outage.

      Whist an outage is happening there will be some performance issues sorry.

      How has it been over the last few days?

  • tonyw2's avatar
    tonyw2
    On our wavelength

    On the 21st the fix was put back to the 24th and today (the 24th) it's been put back to the 30th. This has been going on for nearly a month. Could you please see if you can find out what the problem is as my patience is wearing thin.

    3.0 Downstream channels

    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    170000000    -6.2    29    QAM 256    5
    2    178000000    -5.9    30    QAM 256    6
    3    186000000    -5.6    30    QAM 256    7
    4    194000000    -4.9    31    QAM 256    8
    5    202000000    -4.8    31    QAM 256    9
    6    210000000    -4.4    32    QAM 256    10
    7    218000000    -3.8    32    QAM 256    11
    8    226000000    -3.5    32    QAM 256    12
    9    234000000    -3.3    33    QAM 256    13
    10    242000000    -2.9    33    QAM 256    14
    11    250000000    -2.8    33    QAM 256    15
    12    258000000    -2.7    34    QAM 256    16
    13    266000000    -2.2    34    QAM 256    17
    14    274000000    -1.8    34    QAM 256    18
    15    282000000    -1.7    34    QAM 256    19
    16    290000000    -1.5    34    QAM 256    20
    17    298000000    -1.2    34    QAM 256    21
    18    306000000    -1.2    35    QAM 256    22
    19    314000000    -1.2    35    QAM 256    23
    20    322000000    0.8    35    QAM 256    24
    21    330000000    0.7    35    QAM 256    25
    22    338000000    0.6    35    QAM 256    26
    23    346000000    0.3    36    QAM 256    27
    24    354000000    0.1    36    QAM 256    28
    25    362000000    0.3    36    QAM 256    29
    26    370000000    0.1    36    QAM 256    30
    27    378000000    0.5    36    QAM 256    31
    28    386000000    0.4    36    QAM 256    32
    29    394000000    0.4    36    QAM 256    33
    30    402000000    0.9    36    QAM 256    34
    31    410000000    0.9    36    QAM 256    35
    32    418000000    0.8    36    QAM 256    36
    3.0 Downstream channels

    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    29    2993891179    6553
    2    Locked    30    543706517    3440
    3    Locked    30    2536832404    3900
    4    Locked    31    867760062    2663
    5    Locked    31    258668810    3323
    6    Locked    32    103471840    2882
    7    Locked    32    30775011    2385
    8    Locked    32    12479511    2378
    9    Locked    33    4211707    2495
    10    Locked    33    1612369    2223
    11    Locked    33    853202    1710
    12    Locked    34    394474    1674
    13    Locked    34    119675    1375
    14    Locked    34    41512    1607
    15    Locked    34    24248    1626
    16    Locked    34    14296    1524
    17    Locked    34    9859    1116
    18    Locked    35    7346    1129
    19    Locked    35    5987    1131
    20    Locked    35    4705    1501
    21    Locked    35    4314    1446
    22    Locked    35    3667    1159
    23    Locked    36    2706    902
    24    Locked    36    2501    917
    25    Locked    36    2717    934
    26    Locked    36    2603    1022
    27    Locked    36    2392    735
    28    Locked    36    1999    376
    29    Locked    36    1632    247
    30    Locked    36    1637    299
    31    Locked    36    1883    426
    32    Locked    36    2092    452
    3.1 Downstream channels

    Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
    159    94    4K    1840    QAM 4096    1108
    3.1 Downstream channels

    Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
    159    Locked    41    3.6    1448427014    164