Book another engineer visit? FAO Mods

[jamessheffield]

My internet connection keeps dropping and having ran the online test it appears that I have interference on my line. An engineer visited today and I was told the issue was fixed. However, I am still having the same issue. 

Is it possible to book an engineer online? Getting through to Virgin media on the phone is very difficult, I have already had to book a day off work for an engineer visit. Is it not possible they can come at weekends or after 6pm? I have had poor internet service for over a week now, I will be cancelling my contract if this cannot be resolved asap.

[jamessheffield]

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

1	155000000	9	38	256 qam	3
2	139000000	9.9	38	256 qam	1
3	147000000	8.8	38	256 qam	2
4	163000000	8.6	38	256 qam	4
5	171000000	8.9	38	256 qam	5
6	179000000	8	38	256 qam	6
7	187000000	8	38	256 qam	7
8	195000000	7.6	38	256 qam	8
9	203000000	6.8	38	256 qam	9
10	211000000	7	38	256 qam	10
11	219000000	6.1	38	256 qam	11
12	227000000	6.6	38	256 qam	12
13	235000000	6.1	38	256 qam	13
14	243000000	5.6	38	256 qam	14
15	251000000	5.3	38	256 qam	15
16	259000000	5.5	38	256 qam	16
17	267000000	5.6	38	256 qam	17
18	275000000	5.8	38	256 qam	18
19	283000000	4.1	38	256 qam	19
20	291000000	5.5	38	256 qam	20
21	299000000	6	38	256 qam	21
22	307000000	6.3	38	256 qam	22
23	315000000	6.6	38	256 qam	23
24	323000000	5.5	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	5	0
2	Locked	38.6	5	0
3	Locked	38.6	0	0
4	Locked	38.6	0	0
5	Locked	38.9	6	0
6	Locked	38.9	0	0
7	Locked	38.9	4	0
8	Locked	38.9	5	0
9	Locked	38.9	0	0
10	Locked	38.6	0	0
11	Locked	38.6	0	0
12	Locked	38.6	5	0
13	Locked	38.9	5	0
14	Locked	38.6	6	0
15	Locked	38.6	0	0
16	Locked	38.9	0	0
17	Locked	38.6	4	0
18	Locked	38.9	7	0
19	Locked	38.6	0	0
20	Locked	38.9	4	0
21	Locked	38.9	4	0
22	Locked	38.9	3	0
23	Locked	38.9	6	0
24	Locked	38.9	5	0

Upstream bonded channels

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

1	39400036	48	5120	64 qam	2
2	25799947	45.5	5120	64 qam	4
3	32600009	48	5120	64 qam	3
4	46199998	48	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Hayley_S]

Thank you for posting this information @jamessheffield.

Please can you try rebooting your Hub for me? 

[jamessheffield]

I have reset it as requested, I'm now getting 1/4 of the speeds I was getting previously. Is this expected? Thanks for your help.

[jamessheffield]

Hi,

I am still experiencing the same problems 24 hours later. I have complete loss of service this morning.

I am supposed to be working from home and this is proving quite problematic, luckily I have been able to tether my mobile phone to my laptop and use that as a backup. I have received an email from Virgin saying that my problem has now been fixed? And also that I will recieve £8 credit for every day I have experienced a problem. I am still in my first month and feel like cancelling. For nearly 2 weeks I have had very poor service. 

[Paulina_Z]

Hi @jamessheffield,

Thank you for getting back to us about this issue. I'm sorry to hear that this problem is still ongoing.

I was able to look into your account a little further and I can see that there has been an area issue raised on your account. 

This area outage was raised this morning and is set to run until today at 3pm. I have raised this as a work order on your account, so that we are aware of your issue.

After 3pm, please reboot your equipment and keep and eye on your connection. If you're still experiencing issues, we're be more than happy to look into this for you.

Keep us updated if you can.

Thanks! 🙂

[jamessheffield]

Hi,

I have rebooted my hardware and I am only getting 50mb download speeds? I am signed up to your 200mb service. I will keep you updated about the quality of the connection. 

[Sasha_W]

Thanks James, 

Was this a reboot or pin hole reset? 

Thanks 

[jamessheffield]

It was a reboot as instructed?

[jamessheffield]

Still experiencing the same issues, another dropout with no service.

[jamessheffield]

Dropped out again. Calling the help line I'm told to wait another 24 hours and monitor the connection until I can book another engineer visit. 

This is very poor, will I be refunded £8 per day for all the loss of service I've had over the last week?