Book engineer visit

[Nichrome]

Hi

Please advise how I can book an engineer to come over and fix an issue with my broadband. I am once again intermittently losing internet connection completely, with speeds being of 5.6Mbps download (350Mbps package) and 37Mbps upload (upload as expected).

Area reference 07 (BS34 7BT Bristol)

For some parts of the day it works flawlessly and as expected. For others there's no connection or speed is so bad I can barely open pages. Happens on both WiFi and ethernet, multiple different devices.

Issue started about 3 days ago.

Thanks

[Nichrome]

Some logs

Time Priority Description

03/12/2021 21:44:51	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:44:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:44:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:44:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:44:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:44:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:44:30	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:43:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:43:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:43:27	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:43:22	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:42:57	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:42:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:42:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:42:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:41:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:41:45	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:41:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:41:17	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2021 21:41:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

1	Locked	36.6	1770679497	879966
2	Locked	30.1	-1941915037	265324329
3	Locked	31.9	-1739405409	20071211
4	Locked	30.8	-1740991007	14483640
5	Locked	30.1	1994657659	584111
6	Locked	28.7	-1781255778	2088850
7	Locked	28.9	-2021762676	345649397
8	Locked	30.8	-1910067188	231457465
9	Locked	31.1	-1760601781	4281802
10	Locked	31.6	2082314593	129549
11	Locked	33.9	77850625	19840
12	Locked	26.5	510545464	1036410582
13	Locked	33.3	26415463	29854
14	Locked	35.7	194882449	23301
15	Locked	35.7	1181137938	30137
16	Locked	34.9	960944263	19328
17	Locked	35.5	-2114762979	1931323
18	Locked	37.3	584170669	8775
19	Locked	37.6	9426540	8405
20	Locked	37.6	914771	7690
21	Locked	36.6	2360293	8280
22	Locked	36.3	45535607	9992
23	Locked	35.7	266017562	52374
24	Locked	35.7	8782844	10542

Item Status Comments

Acquired Downstream Channel (Hz)	267000000	Locked
Ranged Upstream Channel (Hz)	53700018	Locked
Provisioning State	Online

[Tudor]

Check with Area faults on  www.virginmedia.com/servicechecker or 0800 561 0061 If you have a VM landline 150

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[John_GS]

Hi @Nichrome

Thanks for posting and apologies for the broadband issues. 

It needs a tech based on the checks done as a few of the levels are out.

I'll send a PM with the details

Best,

[Nichrome]

Thanks, replied to your PM.

[John_GS · Accepted solution]

Hi @Nichrome

Thanks for joining me on PM.

Just to update the thread, the engineer visit has been booked in. This can be tracked and indeed re-arranged if needed in your online account

Let us know how the visit goes.

Best,

[John_GS]

Hi @Nichrome

Thanks for your message but please don't PM unless asked too. 

You can reschedule the visit in your online account if needed

Best

[Nichrome]

My apologies about PM, wasn't aware of that rule.

Engineer just fixed my line, there is no noise on it any more.

Thank you John for help arranging a visit!

[Corey_C]

Thanks for your post and update, Nichrome,

Glad to hear the tech has fixed your line.

Cheers,

Corey C