Forum Discussion

Blacktaxi's avatar
Blacktaxi
Joining in
3 months ago

Reliabilty of signal

Have had Virgin broadband and television package for many years and always have received good signal. Over the past year Virgin have been carrying out aerial works about half a mile away and signal has deteriorated. Router is at front of house and download speed is currently 271Mbps in same room. Adjoining room download speed is 160 Mbps and 10 feet away in same room drops to 54.8Mbps. TV wire outlet is near to 54.8 download strength and daily TV indicates that WiFi signal has dropped out causing problems with recording, etc. Only way to alleviate this issue is to reset v6 box. Wire for TV outlet fitted by virgin is not connected to router. Don’t know if this is relevant or connected. Any advice please

  • Carley_S's avatar
    Carley_S
    3 months ago

    Hi Blacktaxi 

    Welcome back to the community forums. 

    Sorry to hear of your concern with your recent service. 

    Checking the systems on our side we can see that the power levels on your Rx power (downstream) are out of specification. It's only on the slightly higher side, but this can cause issues with the quality of service. We'd need an engineer to come and investigate this further at the property for you.  Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    3 months ago

    Check for known faults first

    1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

    2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    If nothing is reported there - then come back here

  • Tudor's avatar
    Tudor
    Very Insightful Person
    3 months ago

    "Virgin have been carrying out aerial works about half a mile away and signal has deteriorated." So you mean O2? VM broadband & TV does not in any way use aerials. Terrestrial TV signals can get into the VM coax, usually by people using non VM coax and connectors. 

  • Carley_S's avatar
    Carley_S
    Forum Team
    3 months ago

    Hi Blacktaxi 

    Welcome back to the community forums. 

    Sorry to hear of your concern with your recent service. 

    Checking the systems on our side we can see that the power levels on your Rx power (downstream) are out of specification. It's only on the slightly higher side, but this can cause issues with the quality of service. We'd need an engineer to come and investigate this further at the property for you.  Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 months ago

    Thank you for joining me on private message Blacktaxi 

    Glad we've been able to get this arranged for you today. Keep us posted with how you get on. 

    If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having an issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed.