Similar connection issues

[rosytoes]

When we had trouble with our connection before (I am talking about 10+ years as customer), it was always a central or local network issue. Once it's fixed, the connection would be rock solid until the next network issue. However, this time is different. Ever since the last outage, we were getting disconnected from seconds to a minute at random times during the day. Any kind of FPS or RPG gaming is impossible. The only kind of game that survives this kind of connection is a browser game where it would display "Searching for connection" until the connection is re-established.

BQM Graph 

The router was rebooted last night and there are many errors already.

Downstream DS-1DS-2DS-3DS-4DS-5DS-6DS-7DS-8Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLockedChannel ID12345678Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAMSymbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000Interleave DepthI=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17I=12
J=17Power Level (dBmV)12.2812.0511.6111.2811.0410.9510.4710.26RxMER (dB)35.9736.1735.9735.9736.1736.1736.1735.97Pre RS Errors5705054850618295420354003547286314849638Post RS Errors3434734651401113055830999300503977834267

Upstream US-1US-2US-3US-4Channel Type2.02.02.02.0Channel ID10867Frequency (Hz)32600000394000005370000046200000Ranging StatusSuccessSuccessSuccessSuccessModulation64QAM64QAM64QAM64QAMSymbol Rate (Sym/sec)5120000512000051200005120000Mini-Slot Size2222Power Level (dBmV)41.0041.2540.7540.75T1 Timeouts0000T2 Timeouts0000T3 Timeouts1000T4 Timeouts0000

Please let me know if you would like additional information.

Rosy

[Adduxi]

Downstream power levels are too high and your BQM is awful.  There is also a lot of PostRS errors, suggesting noise on the circuit.

You will need a VM technician to fix this.   If you wait here a day or two a VM Mod will pick this up.

[Ayisha_B]

Hi @rosytoes,

Welcome to our Community Forums and thanks for your post.

I am sorry to hear you've been having some issues with your service.

I've taken a look ta our systems and can see your downstream signal levels are indeed out of specification. This will require a technician visit to correct so will pop you a PM now to confirm some details and get this arranged.

Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.

Hope to hear from you soon 🙂

[legacy1]

Its doubtful just changing the download power will fix it...

[Ayisha_B]

Thanks for confirming the requested details via PM @rosytoes,

I've booked a technician for you to come out and have a look into the issue with your power levels. You can find confirmation of the visit via your online account. Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also 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.

Let us know how the visit goes!

[rosytoes]

The "Your appointments" link is a dead link.

[Molly_T]

Apologies rosytoes, you should be able to view and manage your appointments here via your My Virgin Media account. 

Please let us know if you are still having any issues with the link, or need your appointment information confirming so we can offer further support. 

All the best! 

[rosytoes]

This is what I get when I click the Your appointments link. Can you post the details here or pm them to me? 

[Natalie_L]

Hi rosytoes,

My apologies for the issues with the page and for the delay in getting back to you. 

I have taken a look from our side and it does appear the appointment has gone ahead.

Could you please let us know if this is the case and how the visit went? If you have any questions at all, please do let me know and we will be happy to assist further. 

Thanks 

[rosytoes]

When was it supposed to be? We haven't had a visit. I didn't know the date of the appointment. The appointment link doesn't work.