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adamtre
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Intermittent service in SW18

Hello,

We've been having really intermittent service in SW18 for the past few months, and we've had two engineers come out in the last week to tell us that there's nothing wrong with our connection. This is affecting both wired and wireless devices. A thinkbroadband graph for our connection from yesterday (24/6/21) is below which represents a fairly typical day.

c1a67cb660181ca759f22fd445c16f67ddb045e5-24-06-2021.png

We have been told multiple times that there are issues in our area which are due to be fixed in 3-5 days, and there's never any improvement in our service. None of our neighbours with Virgin that we have spoken to are having anywhere near the same level of issues that we are having. It has become impossible to work from home, or reliably stream TV or even do video calls at times. 

We are really struggling with this and don't know who to turn to from here (apart from the retentions team!). If anyone has any advice about things we could do to draw more attention to our issues and hopefully get it fixed then we would really appreciate it. 

Hub logs below (about 2 days after being reset)

Item Status Comments

Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1138750000038256 qam1
21467500000.238256 qam2
3154750000-0.238256 qam3
4162750000038256 qam4
5170750000038256 qam5
6178750000-0.438256 qam6
71867500000.238256 qam7
8194750000038256 qam8
9202750000-0.538256 qam9
10210750000038256 qam10
11218750000040256 qam11
12226750000-0.238256 qam12
13234750000038256 qam13
14242750000-0.238256 qam14
15250750000-0.440256 qam15
16258750000038256 qam16
17266750000038256 qam17
18274750000-0.238256 qam18
192827500000.438256 qam19
202907500000.238256 qam20
21298750000038256 qam21
223067500000.238256 qam22
233147500000.238256 qam23
24322750000-0.438256 qam24



Downstream bonded channels

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

1Locked38.91869408213912204
2Locked38.661368893012153
3Locked38.9134109916062560
4Locked38.62266154012536615
5Locked38.637608493067893
6Locked38.6184906018531351
7Locked38.699553864592226
8Locked38.930490641189817
9Locked38.931247481207553
10Locked38.92856338805334
11Locked40.32905528729160
12Locked38.931667031021070
13Locked38.92907577652411
14Locked38.62837086632962
15Locked40.32758127607207
16Locked38.92232992363132
17Locked38.92483477377830
18Locked38.92763573428980
19Locked38.92464615325799
20Locked38.62275752236724
21Locked38.93055157661347
22Locked38.92636785475275
23Locked38.91655523102436
24Locked38.92165103137150

 

Upstream bonded channels

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

16030000046.8512064 qam1
23940000047512032 qam4
34620000047512032 qam3
45370000047.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00330
2ATDMA00170
3ATDMA00310
4ATDMA00340
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adamtre
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Re: Intermittent service in SW18

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jbrennand
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Re: Intermittent service in SW18

Can you post a link to the "share live graph" - the one above is to a static point.

That said - they are dreadful!

Have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Then lets start from a blank sheet can you do this...
_______________________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

When done, check back in the settings and ensure that the RS error counts and T timeouts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only VM can sort.



--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Molly_G
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Re: Intermittent service in SW18

Hey @adamtre,

 

Thanks for your recent post - I'm really sorry to hear you've been experiencing such intermittent service. Thanks for also providing your BQM for us to see.

 

I've been able to locate your account using the details you've registered to forums with and I can see the ongoing work in your area has continued to fix a congestion issue affecting your area. We are undertaking some upgrades to support the increased demand for our services in your area. When completed, any intermittent or slow broadband speeds and buffering on TV you may be experiencing (particularly at peak times) will be resolved. The fault details are:

 

Fault ref. F008791547   

Estimated Fix Time: 30th JUN 2021 at 18:15

 

I do appreciate however that you are being particularly affected at the moment. I have raised this on your account to be looked into following the completion of the work.

If you have any further issues or questions in the meantime however, please let us know.

 

Kind regards,

Molly_G
Forum Team



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