Virgin Media Community

[2021technology]

I'm a new customer and the connection quality I am receiving is awful (especially recently). Gaming or any real time task is completely out of the question. I have restarted the hub. I've checked the connections etc. Please help. 

BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0c9d451e589167e973b27ca7da30b90fcd...

[2021technology]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	60300041	44.8	5120	64 qam	1
2	39400000	43.8	5120	64 qam	4
3	46200000	44.8	5120	64 qam	3
4	53700000	45.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	10	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[2021technology]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	211000000	2.5	40	256 qam	10
2	139000000	3	40	256 qam	1
3	147000000	3	40	256 qam	2
4	155000000	2.5	40	256 qam	3
5	163000000	2.5	40	256 qam	4
6	171000000	2.2	40	256 qam	5
7	179000000	2.2	40	256 qam	6
8	187000000	2.5	40	256 qam	7
9	195000000	2.5	40	256 qam	8
10	203000000	2.5	40	256 qam	9
11	219000000	2.2	40	256 qam	11
12	227000000	2.2	40	256 qam	12
13	235000000	2.2	40	256 qam	13
14	243000000	2.4	40	256 qam	14
15	251000000	2.5	40	256 qam	15
16	259000000	2.7	40	256 qam	16
17	267000000	2.9	40	256 qam	17
18	275000000	2.9	40	256 qam	18
19	283000000	2.9	40	256 qam	19
20	291000000	2.9	40	256 qam	20
21	299000000	3.2	40	256 qam	21
22	307000000	2.7	40	256 qam	22
23	315000000	2.7	40	256 qam	23
24	323000000	2	38	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	4151	0
2	Locked	40.3	7503	0
3	Locked	40.3	11050	0
4	Locked	40.3	11763	0
5	Locked	40.9	9318	0
6	Locked	40.9	8987	0
7	Locked	40.9	9871	0
8	Locked	40.9	9117	0
9	Locked	40.3	6372	0
10	Locked	40.9	4391	0
11	Locked	40.3	4408	0
12	Locked	40.9	3470	0
13	Locked	40.9	1528	0
14	Locked	40.3	721	0
15	Locked	40.9	696	0
16	Locked	40.3	715	0
17	Locked	40.9	1341	0
18	Locked	40.3	1899	0
19	Locked	40.9	2171	0
20	Locked	40.9	1998	0
21	Locked	40.3	1018	0
22	Locked	40.9	312	0
23	Locked	40.3	62	0
24	Locked	38.9	65	0

[legacy1]

Your T3 Timeouts counter should be much higher with that packet loss.

Likely upstream packet loss with a bad line.

[Hayley_S]

Hello @2021technology,

Welcome to the community page, thank you for posting on here.

I am sorry for the current issues you are facing.

Please can you do the following:

We need to check that the coax cable (white cable) is connected securely to every piece of Virgin Media kit but also ensure that it is connected securely to any splitters that are in use as well as the wall socket.

Tighten any loose connections to make sure they are finger tight. If the cables have push-fit connectors make sure they are connected securely, especially to the back on the Hub 3.0.

Let me know if this improves everything.

Look forward to hearing from you.
 

[2021technology]

read my original post. It does not help in the slightest.

[dw796]

Did you get this sorted?

Looks like my BQM, and the problem was with the fibre optic connector on the box on the front of the house where it changes to co-ax. You'll have a big coil of thin fibre, and because its coiled it tugs on the connector slightly, it may not be seated properly.

If you look in it, there will be a little device with 3 LEDs, I think one's power, and one upstream and downstream.. something like that. If your upstream one is red, try moving the cables and connector so the fibre cable goes straight into the connector, rather than maybe being pulled at an angle like mine was.

I didn't have to touch mine for 2 years, then got similar issues to yourself, so it can happen out of the blue.

[Robert_P]

Hello 2021technology

Sorry to hear of the service issues experienced, we appreciate you taking the time to make us aware of this via the forums.

I've arranged for a technician to come out tomorrow morning between 8am and 12pm, please let me know if there are any individuals shielding in the property at the moment or if the appointment isn't convenient for you. I can look to arrange it for a better time for you.

Rob

[2021technology]

Hello Rob thank you for that. However he arrived and noticed a problem with the line from the box to the house. He said if the problem persists to call him but I do not have his number. If you could send another one out to fix this problem that would be amazing. For anyone wondering the loss was temporary but the ping spikes remain and are awful.

[Sofia_B]

Thanks for getting back to us @2021technology. 

I'm very sorry to hear this, I appreciate this is frustrating and we apologise for any inconvenience caused. 

I've escalated the matter to the Area Field Manager who will be able to advise further and get the right tech sent out to you who will be able to complete this job for you. 

As soon as I have an update I'll pop another post on this thread. 

Thanks,