Jitter and packet loss every day for the last few months

Thanks for the update debx1,

I've had a look at things from our side and everything looks fine, please let us know how things have been since you last posted.

Alex_Rm

We have taken a look at the connection and there does seem to be some errors recorded. The hub looks to have been on for a couple of days and to see if these return can you reboot the hub and we can look in the morning to see if these errors return in the same volumes?

Hi debx1, 

Thanks for coming back to us with an update and for rebooting the equipment. Checking things again today, there is no raised area fault affecting you however some of the signal levels to the hub are too low. There are also still a number of errors being recorded. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

Hi debx1, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment 
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

Hey debx1, thank you for reaching out and I am so sorry to hear this.

I've taken a look and I can see there was actually an area issue which has now ended.

How has the internet been for you over the last few days?

I can add that profile 13 is the most robust profile available to the modem (OFDMA channel). If that is not enough to overcome the noise, no other profile can.

Hi debx1

Thanks for your post and welcome to our community.

We're sorry to hear about the service issues you're having. 

We've taken a look at things from our side over the past few days, and this does look to have improved since Sunday when you posted.

How have things been please?

Have you noticed an improvement?

Please pop back to us when you can. 

We're glad things appear to be more stable debx1 

If you do experience further issue, please let us know.