Constant issues in my area

[Sk-user200]

I am coming here as a last resort as I am constantly having issues in my area. Constant area fault. Engineer appointment being cancelled because of area faults. Just in December alone there has been 2 flown blown outages with no TV broadband for 2 full days in two occasions. And now a new faults from 12th December which is marked as estimated repair date as 5th January. 
For the past 4/5 months it’s been continuous one week working and next week new faults. Or an area repair required. 

I hope someone from Virgin Media here is able to look at the issue for me. And explain the causes of my issues. 

Fault codes:

End of November to 1st December: F011098310 (Outage)

December 5th and 6th: F011106702 (Outage)

And now the current fault from 12th December to estimated repair as 5th January 2024. F011117922 (Very high intermittent signal issue practically unusable). 

I have called, WhatsApp, Tweeted and emailed numerous times and it still has not helped. I am constantly being told the issue would be fixed and repaired. However time after time a few fault code is put up. 
Now I have to plan Christmas/New Years without internet? 

I am a gig1 customer and this is not the level of service I signed up for. This is the most unreliable internet I have ever had. 

Is there something happening in my area for constant repairs? Low quality repairs? Upgrades? What is it? How are VM okay with offering no support to customers and allowing constant faults occurring. 
The loss of service is very strategic from VM also.
Just before 48hours is about to pass the fault will be shown as fixed. And followed by a new fault. Constantly. 

Stats:

3.0 Downstream channels

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

1	306000000	5.7	41	QAM 256	22
2	138000000	2.9	38	QAM 256	1
3	146000000	2.8	38	QAM 256	2
4	154000000	2.9	38	QAM 256	3
5	162000000	2.9	38	QAM 256	4
6	170000000	2.9	39	QAM 256	5
7	178000000	2.9	39	QAM 256	6
8	186000000	3.1	39	QAM 256	7
9	194000000	3.4	39	QAM 256	8
10	202000000	3.5	39	QAM 256	9
11	210000000	3.7	39	QAM 256	10
12	218000000	3.8	39	QAM 256	11
13	226000000	3.8	39	QAM 256	12
14	234000000	4	40	QAM 256	13
15	242000000	4.2	40	QAM 256	14
16	250000000	4.3	40	QAM 256	15
17	258000000	4.4	40	QAM 256	16
18	266000000	4.5	40	QAM 256	17
19	274000000	4.4	40	QAM 256	18
20	282000000	4.4	40	QAM 256	19
21	290000000	4.6	40	QAM 256	20
22	298000000	5.1	41	QAM 256	21
23	314000000	6.1	41	QAM 256	23
24	322000000	6.1	41	QAM 256	24
25	330000000	6.2	41	QAM 256	25
26	338000000	6.4	41	QAM 256	26
27	346000000	6.5	41	QAM 256	27
28	354000000	6.4	41	QAM 256	28
29	362000000	6.2	41	QAM 256	29
30	370000000	6.1	41	QAM 256	30
31	378000000	6.1	41	QAM 256	31

3.0 Downstream channels

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

1	Locked	41	375	0
2	Locked	38	6652919	5458
3	Locked	38	6640957	5206
4	Locked	38	6457185	4638
5	Locked	38	5433661	2087
6	Locked	39	4006994	528
7	Locked	39	3117115	164
8	Locked	39	2397449	59
9	Locked	39	2099358	24
10	Locked	39	1653793	4
11	Locked	39	1362592	19
12	Locked	39	926871	0
13	Locked	39	558761	0
14	Locked	40	252745	0
15	Locked	40	96232	0
16	Locked	40	34149	0
17	Locked	40	12895	0
18	Locked	40	5260	0
19	Locked	40	3444	0
20	Locked	40	3020	0
21	Locked	40	3152	0
22	Locked	41	1101	0
23	Locked	41	373	0
24	Locked	41	919	0
25	Locked	41	2793	0
26	Locked	41	5685	0
27	Locked	41	7123	0
28	Locked	41	6441	0
29	Locked	41	4235	0
30	Locked	41	2025	0
31	Locked	41	576	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

42

4.5

953315558

2

3.0 Upstream channels

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

0	49600000	50	5120	QAM 32	1
1	43100000	50	5120	QAM 32	2
2	36600000	49.8	5120	QAM 32	3
3	30100000	49.5	5120	QAM 32	4
4	23600000	49.3	5120	QAM 32	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	3	0
1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	11	0
4	ATDMA	0	0	5	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.4

45.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

12

OFDMA

208

74000000

0

0

[Joseph_B]

Hey @Sk-user200,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having these issues. Whilst there is an outage present we are limited in what we can run in the mean time, with this we would ask that you allow us to reach the current estimated fix point however we would advising running the diagnostics found on our website here.

Joe

[Sk-user200]

Hi Joseph

well the expected fix time was 5th January. This has now passed. And the issue is still continuing. I believe the new estimated fix time has been extended to 15th January. 

I have had to buy a mobile sim router and running on that. This is totally unacceptable. I’ve been having this particular TV and Broadband issues since since 12th December. Even though it’s classed as intermittent it’s practically unusable. 

I will be without internet for a whole month. Topping up SIM cards with data is not feasible for long. I was totally expecting it would be fixed by now. I had to find a solution for the holiday period with kids being home. 

please can I find out what is actually happening in my area. It’s a continuous issue and fix times are always extended just before they are about to be fixed. Being on intermittent area fault for over a month is not reasonable. Before 12th December, I had 2 outages in my area just in December alone. (Beginning of December). 

is there upgrade works going on or just poor repairs ?

[Ashleigh_C]

We are very sorry that this has continued @Sk-user200 we do not have access to the information regarding what exactly has caused the outage but we can assure you our team are doing all they can to resolve this for you and everyone effected. 

We do have an automated compensation scheme which you can view online here for loss of service. 

I am so sorry again that this is happening but please do pop back to us after the estimated fix date and we will be happy to take a look into the connections issue should they continue.

[Sk-user200]

The fault code is now: F011143750

its strange that it changes to a new code after the estimated fix date passes. But it’s the same issue. I am experiencing very high latency and packet loss.

MS teams and outlook don’t work (work from home).

YouTube/Netflix keeps buffering and then it says no network.
webpages do not load and timeout. 

I have been in this situation for an entire month now. And every time the estimated fix date comes up a new fault code gets put on. 

I am a gig1 customer and right now I have 1mbps (or less) upload speed at the moment. And about 50mbps down and at times 5/6mbps. (Wired). And sometimes it’s completely dead, speed test will not run. 

having provided the fault code please can you let me know what is happening with my connection. 
Since end of November 2023 I have had this issue. Back to back fault codes. No changes after estimated dates. I have lost all faith in Virgin Media. 

fault codes: 

F011143750 (6th Jan to 15th December)

F011117922 (12th December to 5th Jan)

F011106702 (4th December to 6th December)

F011098310 (28th November to 1st December)