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jamessheffield
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Message 11 of 45
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Re: Book another engineer visit? FAO Mods

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

1155000000938256 qam3
21390000009.938256 qam1
31470000008.838256 qam2
41630000008.638256 qam4
51710000008.938256 qam5
6179000000838256 qam6
7187000000838256 qam7
81950000007.638256 qam8
92030000006.838256 qam9
10211000000738256 qam10
112190000006.138256 qam11
122270000006.638256 qam12
132350000006.138256 qam13
142430000005.638256 qam14
152510000005.338256 qam15
162590000005.538256 qam16
172670000005.638256 qam17
182750000005.838256 qam18
192830000004.138256 qam19
202910000005.538256 qam20
21299000000638256 qam21
223070000006.338256 qam22
233150000006.638256 qam23
243230000005.538256 qam24



Downstream bonded channels

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

1Locked38.650
2Locked38.650
3Locked38.600
4Locked38.600
5Locked38.960
6Locked38.900
7Locked38.940
8Locked38.950
9Locked38.900
10Locked38.600
11Locked38.600
12Locked38.650
13Locked38.950
14Locked38.660
15Locked38.600
16Locked38.900
17Locked38.640
18Locked38.970
19Locked38.600
20Locked38.940
21Locked38.940
22Locked38.930
23Locked38.960
24Locked38.95

0

 

 

 

Upstream bonded channels

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

13940003648512064 qam2
22579994745.5512064 qam4
33260000948512064 qam3
44619999848512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Hayley_S
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Message 12 of 45
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Re: Book another engineer visit? FAO Mods

Thank you for posting this information @jamessheffield.

 

Please can you try rebooting your Hub for me? 

Hayley
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jamessheffield
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Message 13 of 45
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Re: Book another engineer visit? FAO Mods

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.

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jamessheffield
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Message 14 of 45
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Re: Book another engineer visit? FAO Mods

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. 

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Paulina_Z
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Message 15 of 45
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Re: Book another engineer visit? FAO Mods

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! 🙂

Paulina_Z
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jamessheffield
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Message 16 of 45
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Re: Book another engineer visit? FAO Mods

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. 

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Sasha_W
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Message 17 of 45
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Re: Book another engineer visit? FAO Mods

Thanks James, 

 

Was this a reboot or pin hole reset? 

 

Thanks 

Sasha - Forum Team


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jamessheffield
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Message 18 of 45
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Re: Book another engineer visit? FAO Mods

It was a reboot as instructed?

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jamessheffield
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Message 19 of 45
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Re: Book another engineer visit? FAO Mods

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

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jamessheffield
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Message 20 of 45
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Re: Book another engineer visit? FAO Mods

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? 

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