Virgin Media Community

[adriano89]

Hi, can someone have a look at my connection please. I have had many engineers come out since I've joined but the problem still remains. My power levels seem out also

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

1	402750000	7	40	256 qam	25
2	186750000	6.8	40	256 qam	7
3	194750000	6.9	40	256 qam	8
4	202750000	6.6	40	256 qam	9
5	210750000	6.9	40	256 qam	10
6	218750000	6.9	40	256 qam	11
7	226750000	6.6	40	256 qam	12
8	234750000	6.6	40	256 qam	13
9	242750000	6.5	40	256 qam	14
10	250750000	6.5	40	256 qam	15
11	258750000	6.8	40	256 qam	16
12	266750000	6.9	40	256 qam	17
13	274750000	6.6	40	256 qam	18
14	282750000	6.9	40	256 qam	19
15	290750000	6.9	40	256 qam	20
16	298750000	6.9	40	256 qam	21
17	306750000	7.3	40	256 qam	22
18	314750000	7	40	256 qam	23
19	322750000	7	40	256 qam	24
20	410750000	6.9	40	256 qam	26
21	418750000	7	40	256 qam	27
22	426750000	7	40	256 qam	28
23	434750000	6.5	40	256 qam	29
24	442750000	6.6	40	256 qam	30

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

1	32600000	5	5120	64 qam	3
2	25800000	5	5120	64 qam	4
3	46200000	5.075	5120	64 qam	1
4	39400000	5.025	5120	64 qam	2

[Gareth_L]

Hello adriano89

Thank you for bringing this matter to our attention

I have checked a few things from here and the power levels

Both upstream and downstream are in range right now

Hows the service looking now 

Can you let me know please 

Is this happening on both wired and non wired devices?

This way we can look into a few things in a bit more detail

Gareth 

[adriano89]

Hi,

I have monitored the connection since we last spoke. The issues are with both wired and wireless. Can we look into this more deeper please.

thanks

[Kev_B]

Hi adriano89,

Thanks for coming back to us, I'm sorry to hear the problems are ongoing you've been monitoring.

I've checked again and all the power levels on the hub are within range, some of the downstreams seem to be a little high but not to the point of causing a problem. They also were lower when you originally posted, so it's likely just normal fluctuations and not the main cause of the problem.

Can you tell me a bit more about what's happening on your side please? Given that the hub and network look OK, we'd need a bit more information to understand the root of the problem.

Does this only affect online gaming, or is your whole connection demonstrating problems (browsing, streaming etc as well)? I'd recommend setting up a Broadband Quality Monitor as well. That will record any periods of latency of packet loss and help us to match up to any network events happening at the time.

You'll need to leave that running for 24 hours to get a full set of results, just post it back here when you've got those and we can take a further look.

Speak soon!

[adriano89]

Here is the monitor. I have been monitoring for a while at its really bad. Lots of packet loss

https://www.thinkbroadband.com/broadband/monitoring/quality/share/38e4b922c2696c5b0a0097d91182284b57...

[adriano89]

Also it happens with pretty much every device. When im watching youtube for example it will stop and buffer.

Gaming is the biggest issue. My contract ends in a few months i believe so if this is not sorted out soon i will be leaving

[adriano89]

Ignore the last monitor results! for some reason it posted someone else's monitor i was looking at.

Here is mine: https://www.thinkbroadband.com/broadband/monitoring/quality/view/aa993cf0e67ffe7cd62d93a3f2a6950bff5...

[keasy]

Posting links to mmo boosting services is not even remotely linked to this topic.

[adriano89]

Its been 3 weeks now. Any chance i can get a response. This is poor.

[Hollie_B]

Hi there @adriano89 

Apologies for the delay in response, we have been very busy across all teams due to the pandemic and have been doing all we can to get to each community post ASAP. 

I've been able to take another look in to the account and I can see that you have spoken to the team about this since. Please let us know how you get on when your kit arrives and if you need any further help. 

Thanks,