on 12-03-2022 15:15
For the past week I have been having problems with the connection dropping every 20mins or so. Ever since I noticed the problem I have been doing speedtests which have shown the download speed is fine at 200mbps but the upload speed tanks to as low as 0.03mbps when the problems occur. After a couple of seconds the connections returns to normal and the upload speeds return to the normal speeds around 20mbps. This has caused me problems since I am currently working from home and cannot get my work done if the connection keeps dropping. Rang VM and all they told me was hard resets and monitor the situation which I already have been. They have been no help in trying to rectify the issue.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 0 | 38 | 256 qam | 25 |
2 | 203000000 | 2.7 | 38 | 256 qam | 9 |
3 | 211000000 | 2.5 | 38 | 256 qam | 10 |
4 | 219000000 | 2.5 | 38 | 256 qam | 11 |
5 | 227000000 | 1.7 | 38 | 256 qam | 12 |
6 | 235000000 | 2 | 38 | 256 qam | 13 |
7 | 243000000 | 1.5 | 38 | 256 qam | 14 |
8 | 251000000 | 1.9 | 38 | 256 qam | 15 |
9 | 259000000 | 0.7 | 38 | 256 qam | 16 |
10 | 267000000 | 1 | 38 | 256 qam | 17 |
11 | 275000000 | 0.5 | 38 | 256 qam | 18 |
12 | 283000000 | 0.7 | 38 | 256 qam | 19 |
13 | 291000000 | 1.4 | 38 | 256 qam | 20 |
14 | 299000000 | 1.7 | 38 | 256 qam | 21 |
15 | 307000000 | 1.5 | 38 | 256 qam | 22 |
16 | 315000000 | 0.5 | 38 | 256 qam | 23 |
17 | 323000000 | 0.4 | 38 | 256 qam | 24 |
18 | 339000000 | 0.4 | 38 | 256 qam | 26 |
19 | 347000000 | 0 | 38 | 256 qam | 27 |
20 | 355000000 | -0.2 | 40 | 256 qam | 28 |
21 | 363000000 | -0.5 | 38 | 256 qam | 29 |
22 | 371000000 | -0.5 | 38 | 256 qam | 30 |
23 | 379000000 | -1 | 38 | 256 qam | 31 |
24 | 387000000 | -1 | 38 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 9 | 0 |
2 | Locked | 38.6 | 9 | 0 |
3 | Locked | 38.9 | 9 | 0 |
4 | Locked | 38.9 | 6 | 0 |
5 | Locked | 38.6 | 5 | 0 |
6 | Locked | 38.9 | 10 | 0 |
7 | Locked | 38.9 | 0 | 0 |
8 | Locked | 38.9 | 9 | 0 |
9 | Locked | 38.9 | 1 | 0 |
10 | Locked | 38.6 | 15 | 0 |
11 | Locked | 38.6 | 10 | 0 |
12 | Locked | 38.9 | 1 | 0 |
13 | Locked | 38.6 | 13 | 0 |
14 | Locked | 38.9 | 7 | 0 |
15 | Locked | 38.9 | 6 | 0 |
16 | Locked | 38.6 | 1 | 0 |
17 | Locked | 38.9 | 1 | 0 |
18 | Locked | 38.9 | 13 | 0 |
19 | Locked | 38.9 | 11 | 0 |
20 | Locked | 40.3 | 13 | 0 |
21 | Locked | 38.9 | 3 | 0 |
22 | Locked | 38.9 | 7 | 0 |
23 | Locked | 38.9 | 0 | 0 |
24 | Locked | 38.9 | 8 | 0 |
on 12-03-2022 15:16
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200061 | 42.3 | 5120 | 64 qam | 1 |
2 | 23600000 | 40.8 | 5120 | 32 qam | 4 |
3 | 32600012 | 40.8 | 5120 | 64 qam | 3 |
4 | 39399971 | 42.3 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
12-03-2022 15:16 - edited 12-03-2022 15:20
https://www.thinkbroadband.com/broadband/monitoring/quality/share/122717c3c09d3b701e2340a6917c84fdeaa163aa-12-03-2022
on 14-03-2022 15:45
Hi KHussain1738,
Thanks for your post and a big welcome to the Community. It's great having you on board with us.
I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks.
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,
on 14-03-2022 18:08
Hi KHussain1738,
Thanks for coming back to via private message to confirm your information.
Looking at things this end, it appears your signal levels are too low. These will need to be adjusted by an engineer. I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed.
Lets us know how the appointment goes.
Take care.
on 14-03-2022 18:24
Hi Kath, I cannot see the appointment booked from my account on MyVirginMedia.
on 17-03-2022 09:33
Good Morning @KHussain1738 and thanks for coming back to us here.
I'm sorry that we have come back after your appointment went ahead, how did the appointment go, have your issues now been resolved?
Regards,
Steven_L
on 29-03-2022 14:16
Hi Steven, the engineer came out and the issue was fixed but once again the problem has started reoccurring after 2 weeks of stability. Not entirely happy with the situation since I am currently working from home and am unable to get stuff done with these intermittent connections.
on 31-03-2022 14:31
Hi KHussain1738,
Sorry to hear you're again experiencing some issues with the connection.
Can you confirm for me if this is an issue over a wired or wireless connection?
Does a pin-hole reset help at all?
Alex_Rm
31-03-2022 15:55 - edited 31-03-2022 15:57
Hi @Alex_RM, this is an issue over both wired and wifi. The connection just drops and yes, I've already done the pinhole reset etc. Still the same. Rang 150 and went through the steps. Got a text to a link which showed that it is intermittent issues. I will post the link to the current BQM from yesterday to show the massive spikes and constant packet loss. Been ongoing since Monday now and 2nd time this month. Got to say I'm appalled at the service and lack of information given by the people I've had conversations with over the phone.