on 17-06-2021 21:09
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.
on 22-06-2021 13:26
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 |
on 22-06-2021 14:07
Thank you for posting this information @jamessheffield.
Please can you try rebooting your Hub for me?
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on 22-06-2021 21:02
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.
on 23-06-2021 09:27
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.
on 23-06-2021 11:34
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! 🙂
on 23-06-2021 15:19
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.
on 23-06-2021 15:25
Thanks James,
Was this a reboot or pin hole reset?
Thanks
Sasha - Forum Team
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on 23-06-2021 18:05
It was a reboot as instructed?
on 23-06-2021 19:02
Still experiencing the same issues, another dropout with no service.
on 24-06-2021 13:20
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?