Virgin Media Community

[Sofia_B]

Thanks for providing that information over PM @CA10.

I've looked into the matter and I can see there are some issues with the service that require a technician to come take a look at. I've booked this in for you, you can find details of the appointment online via My VM. If the time/date doesn't work for you, you'll also be able to amend this here. 

Please keep us updated on how the appointment goes 🙂 

Thanks, 

[CA10]

Afternoon @Sofia_B

Technician has been and gone. Determined there was no problem with my box or my connection to the street. Attenuation was a little out from where he'd like it to be so he's changed the attenuator from a 3 to a 10. He has now passed this over to Network to troubleshoot further.

Thanks

CA

[Molly_G]

Hi @CA10, 

Thanks for the update on this. Hopefully networks will be able to help diagnose the issue.

Please keep us posted,

[CA10]

Hello.

It's been 6 weeks since this issue was passed to networks, but I haven't heard anything since. My connection has been mostly OK, but over the past few days I've been experiencing multiple dropouts per day. My router downstream looks like this:

Downstream bonded channels

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

1	139000000	3.7	38	256 qam	1
2	147000000	3.2	38	256 qam	2
3	155000000	3.2	37	256 qam	3
4	163000000	3.2	38	256 qam	4
5	171000000	3.2	38	256 qam	5
6	179000000	3.2	38	256 qam	6
7	187000000	3.2	38	256 qam	7
8	195000000	3	38	256 qam	8
9	203000000	2.7	37	256 qam	9
10	211000000	2.4	38	256 qam	10
11	219000000	2.2	37	256 qam	11
12	227000000	1.7	38	256 qam	12
13	235000000	1.7	37	256 qam	13
14	243000000	1.4	37	256 qam	14
15	251000000	1.2	37	256 qam	15
16	259000000	2	37	256 qam	16
17	267000000	2.2	38	256 qam	17
18	275000000	1.9	38	256 qam	18
19	283000000	1.7	38	256 qam	19
20	291000000	1.7	38	256 qam	20
21	299000000	1.7	37	256 qam	21
22	307000000	1.7	38	256 qam	22
23	315000000	1.7	38	256 qam	23
24	323000000	1.9	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	1781037	23375
2	Locked	38.9	2691245	18843
3	Locked	37.6	3821184	16328
4	Locked	38.6	4884012	14364
5	Locked	38.6	4854094	13094
6	Locked	38.6	4810853	11885
7	Locked	38.6	5186078	11196
8	Locked	38.6	6455992	12234
9	Locked	37.6	7511717	11133
10	Locked	38.6	8861946	10802
11	Locked	37.6	9159811	10010
12	Locked	38.6	11588289	10521
13	Locked	37.6	13523580	9579
14	Locked	37.6	16770643	9173
15	Locked	37.6	17374053	7433
16	Locked	37.6	11212114	7183
17	Locked	38.9	7768974	6169
18	Locked	38.6	7888577	5644
19	Locked	38.6	8937248	4943
20	Locked	38.6	9778265	4139
21	Locked	37.6	9739211	3546
22	Locked	38.6	8869323	2987
23	Locked	38.6	7849894	2606
24	Locked	38.6	6780303	2187

[Ayisha_B]

Hi @CA10,

I am sorry to hear your connection has been experiencing drop outs over the last couple of days. I have taken a look at your account and can not see any further updates since the technician last visited. 

I see you are currently in modem mode. Are you able to put this back into router mode so I can carry out some diagnostics my end?

Cheers