NEW PACKAGE - upstream channel missing

HI, so been with virgin since the 90's at multiple addresses, just phoned the diabolical phone number for help and got none and i think lies on recorded call. 2 days ago i renewed on live chat which is never a good idea. so we agreed on 1130 broadband only gig package all agreed, then i get the contract after the fact, which states it is a volt package, which i did not agree to i have transcripts it was for gig1, so im now worried as i have cancelled my o2 monthly sim not a phone deal just sim had it for years till the price got so high it was no longer viable with all the others now.

Today they done the update to my router and disaster my upstream has only 1 3.0 docsis channel no 3.1 upstream at all, IP address in 200 miles away again. downstream is ok so i thought here we go again ill just cancel contract as have time, rang vm eventually got through the incredibly long options process, and asked to speak with retention's she said it was but i think it was over seas as it sounded very low and far away you know when its not local, i record all phone calls so no lies can be told and she assured me i do not need o2 sim so ok fine lets proceed, she was nice regardless, but dont know the technical so she transferred me to what i can only describe as a crazy person i tried to describe the issue with upstream he asked about my tv service which i haven't had for years, while making this weird noise over and over again i asked him to stop as i could not understand him without the clicking noises he was making, i asked politely does he know what i am referring too he said yes but did not know what i was talking about, then it went silent and eventually he hung up, he was not technical.

Another thing i noticed is my new contract offer was deceptively inaccurate, it stated on my account im currently paying £49 odd when im paying £44.44 after the rises so my new carry on contract was offered as £49 odd i wasnt being charged that, they offered cheaper without my phone line so took that off was assued it wouldnt effect my router is this the cause of my upsteam channel only having 1 docsis 3.0? many thanks. HELP PLEASE.

P.S why am i never sent an email about my contract finishing? luckily i checked or i would be losing money as usual.

Can someone let me know how to upload modem stats please so it dont say your post contains invalid HTML etc it used to be so easy.

[Mod - title edited for clarity]

censored

help!

no connection

24 Replies

Viper-t
Fibre optic
19 days ago
So channels were added last night to the upstream, connection was fine,the connection is not working this morning why is this please? Is there a team of people just mocking customers? Like the poor lady I just read in the forum. What are you changing that need you to turn off my connection? I'm on the same package as last year, even though i asked for gig1 she said it doesn't exist lol, please what is happening at vm. It is very sad for me I been here since the 90's help this amazing brand.
- Viper-t
  Fibre optic
  19 days ago
  So just done a reset now flashing yellow, registration failure going to check with neighbours to see if area fault, great start to a new contract 😀 👍
Client62
Alessandro Volta
19 days ago
This reads like a local service fault.
- Viper-t
  Fibre optic
  19 days ago
  Thank you, thought no one was here any more, appreciate your time.
  Cheers
  - Viper-t
    Fibre optic
    19 days ago
    Can I report to virgin my notifications do not work it was purple, yet when pressed nothing there empty, also yellow flashing light went white then flashing red now, now off to check with neighbours, postcode says broadband issue doesn't say what just you have no Internet maybe fixed tonight, till I renewed my contract worked all the time.
Viper-t
Fibre optic
19 days ago
Hi, yes I just rang the number it says the same as the area checker broadband fault engineers are working 💪 on it, fix by tonight, no information of the actual fault if there even is one as neighbour I checked is online, don't make sense. I tried to ring earlier but o2 network wasn't working lol I don't know very stressful but hey I might get 30p refund, I just want a running line mate, appreciate the number you sent 👍 all the best.
P.S just a side note is there a new censorship campaign where vm changes customers titles, and it was checked for approval before going live ? There was no bad words I stick to T&C it said "New contract...disaster missing 5 upstream channels" as for 1st day of contract it's not good I lost 5 upstream channels not one as they changed it to. I don't know what ever next.
- Viper-t
  Fibre optic
  19 days ago
  Back up and running now but US modulations all at 16qam and have a violation for up stream power? Dynamic Range Window violation, it still doesn't let people upload stats?
  Regards
Viper-t
Fibre optic
18 days ago
Anyone from vm any ideas? lost modulations on US (16QAM) constant packet loss all morning, dropout just after 7. Cheers
- unisoft
  Knows their stuff
  18 days ago
  You have an upstream noise issue and possibly power level issue on downstream bonded channels. Without seeing your stats, hard to confirm for latter. Sometimes this can be a faulty hub, it's usually connectors not tightly done up, a damaged cable or connector inside or outside the property. Thus is why you have intermittent loss of modem registration and obtain the correct channels.
  I'd ask VM for a tech visit if not an area issue as they can redo connections and fit an equaliser if power levels too strong. They can also escalate to networks if a cabinet issue or CTMS issue or request a cable pull if outside cable damaged (eg by rats or mice and water can get ingress).
  - Viper-t
    Fibre optic
    11 days ago
    Thanks for your reply that's the most help and sence I've received for months, as ipfreely pointed out, been here at vm for 20+yrs but means nothing as his post explained no help in 3.5 years, even though senior engineers pointed out problems to me on tape, but reported to vm nothing wrong, was going to throw a case there way just can't be assed, just want a working line with as little problems as possible. I don't think I receive that.
    Was on there system as an area fault after its so called fix still modulations dropped to 16QAM, 3 billion errors on the downstream 3.1 active profile after a day or 2, using profile 12/13 for upstream when 11/13 is better. Changing multiple times a day what's up with that?.
- David_Bn
  Forum Team
  15 days ago
  Thanks for reaching out to us Viper-t, and we're sorry to hear of the recent issues you've been experiencing with our services.
  
  I've been able to look into the local area, and no outage currently appears to be present, how has the service been performing over the last few days?
  
  In terms of the set up, please confirm that all cables are connected and are finger tight.
  
  Thanks
  
  David_Bn
  - Viper-t
    Fibre optic
    11 days ago
    Hi, cables all fine setup is good no problems to the tap, as checked by senior engineer Tom ages ago nothing has changed only new contract same package, so still local problems south bristol as noted by engineer last year, back end said local snr issue up and down. Hesrd nothing again nor did my parents and friends from same local area.
IPFreely
Fibre optic
17 days ago
Same issues with noise seen by you intermittently for the previous 3.5+ years most likely.
- Viper-t
  Fibre optic
  11 days ago
  Disgusting isn't it? if I could leave I would, just shows how long they cannot sort basic customer problems, the faults have changed many times, not just noise, bad routing terrible profiles, dropping Width of channels and Subcarriers as can't cope, over selling means everyone gets bad service at some point.
  - unisoft
    Knows their stuff
    7 days ago
    You'll need to insist on a TECH VISIT first, quoting that they are in breach of contract and their minimum speed guarantee, having confirmed it is not a general area service issue.
    When the Tech visit happens, ask them to use their signal meters and check all cables and connections (this officially is a tick box to rule all that out).
    Then, if not fixed or a cable repull identified, proceed to ask the engineer to escalate to VM NETWORKS team (you can't go directly to them). They will check the cabinet out as the home engineer can't do that. If you have a knowledgeable engineer with contacts, he might be able to ring someone who manages the CMTS your connection is serviced by. That has a range of statistics and tests. If he doesn't the networks team may do this anyway. You need to be polite, but firm and clear with your expectations from the home tech visit person.