Virgin Media Community

[mdex]

Issues since Thursday and the service status last night acknowledged a possible issue in my area but not what it was or when it might be fixed?

Status

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	46200068	Locked
Provisioning State	Online

Downstream

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	4.8	38	256 qam	25
2	203000000	5	38	256 qam	9
3	211000000	4.6	37	256 qam	10
4	219000000	5.4	35	256 qam	11
5	227000000	4.9	36	256 qam	12
6	235000000	4.8	38	256 qam	13
7	243000000	5	38	256 qam	14
8	251000000	4	38	256 qam	15
9	259000000	4.8	38	256 qam	16
10	267000000	4.4	38	256 qam	17
11	275000000	4.8	38	256 qam	18
12	283000000	5.6	40	256 qam	19
13	291000000	4	38	256 qam	20
14	299000000	5.3	38	256 qam	21
15	307000000	5.5	38	256 qam	22
16	315000000	4.1	38	256 qam	23
17	323000000	5.4	40	256 qam	24
18	339000000	4.5	38	256 qam	26
19	347000000	5.1	40	256 qam	27
20	355000000	4.4	38	256 qam	28
21	363000000	4.5	38	256 qam	29
22	371000000	4.4	38	256 qam	30
23	379000000	3.7	38	256 qam	31
24	387000000	4.5	38	256 qam	32

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	232	11
2	Locked	38.6	897	268
3	Locked	37.6	887	245
4	Locked	35.5	665	167
5	Locked	36.6	503	231
6	Locked	38.6	544	236
7	Locked	38.9	576	207
8	Locked	38.9	461	200
9	Locked	38.9	475	176
10	Locked	38.9	481	174
11	Locked	38.9	397	136
12	Locked	40.3	382	165
13	Locked	38.9	413	167
14	Locked	38.9	390	72
15	Locked	38.9	332	9
16	Locked	38.9	402	56
17	Locked	40.9	335	19
18	Locked	38.6	321	24
19	Locked	40.3	387	92
20	Locked	38.9	377	117
21	Locked	38.9	349	59
22	Locked	38.9	371	88
23	Locked	38.9	392	534
24	Locked	38.9	679	3058

Upstream

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

1	46200068	42.8	5120	64 qam	1
2	32600000	44.8	5120	64 qam	3
3	39400017	45.3	5120	64 qam	2

 

[mdex]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a59b7c2f4d71ec90649f5f78a5d22d83cf... 

[SonarUK]

that is alot of red. not good.

you will need an engineer to check that connection out.

if you havent already turn the hub off for 30 seconds then turn it bck on.

[mdex]

Thanks for the reply I'd done a few power cycles at different points with no luck. Whatever it was has resolved itself as the packet loss stopped sometime Saturday evening. 

[Jodi_S · Accepted solution]

Hi mdex,

Thanks for posting on our community forums. Sorry to hear that you're having issues with our internet services and this is fault has not yet cleared.

Remotely looking form our end with the details you have provided form your community profile, We have located your account details and can see that you are indeed being affected by an SNR issue.

You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you. We have raised a fault ticket for this issue on your account so it has been logged.

We also have a faults ticket number here F009036082. This issue will be estimated to be resolved on the 24th of May at 13.15 pm.

Kind regards Jodi.