Upstream Modulation Changing

Hi avi68, 

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've been having an issue with your service. I've taken a look at the hub at this end and I can see your downstream power levels are very slightly too high. Given the fact to hub is also switching between the 32QAM and 64QAM, 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 avi68, 

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.

Hi avi68, 

Thanks for coming back and updating us on how the visit went.

Our diagnostics on your home network and Hub have not found any issues that could account for the issues you're having. This means that the issues are most likely due to the equipment being used in the home. We can see you're using a third party router with the hub in modem mode. 

Can you take this out of the equation and pop the hub into it's usual router mode to see if the issues continue when connecting in this way?

Keep us posted on how things go. 

Thanks, 

Hey Avid68, thank you for reaching out and I am sorry to hear this.

I have checked from our end and I can see you've spoke to someone since this post, did they manage to help at all?

I am having the same issues, also problems but with downstream 3.1 now, uncorrected errors, was having problems on upstream profile 11,13 too. Engineer rang me said my area bristol is well not good in his words... slightly different words. Hasn't rang back since, still waiting, complaints told me to get hold of faults, yet there is no ticket number for me to reference. Out at the min will post stats later. After 60 second no ethernet reset uncorrected errors presented on the 3.1 instantly daily profile changes, routing profile problem?.

Hey avi68, thank you for reaching out and I am sorry to see this.

Thank you for sending all these screenshots and evidence over.

I am going to send you a DM so we can look into this 

Hi avi68 

Thanks for getting back to me with your details via PM.

I've gone ahead and booked in an engineer appointment for you.

There’ll be no charge for this visit unless:

 The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.

 You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

Otherwise, the appointment would be free of charge.

The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.

If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.

Let us know how the visit goes and if you need anything else 😊

Im no expert, but that those stats look ok to me. Ignore the Pre RS errors and corrected errors (3.1 channel). Its the post RS and uncorrected errors you need to be worried about. If they start to rise quickly then theres a fault. 

Regarding packet loss, how are you measuring this? I have a few BQM's on a few houses down my street and compare packet loss and issues with their graphs. If  we all have blips at the same time then I know its an area issue if its just me or them then its something local to our setup. My firewall also shows me if there is packet loss on my WAN connection, thats the way I know if there are problems.