Virgin Media Community

[DocMN]

We've been having regular broadband dropouts for a few days.  VM's status tools says there's no problem in our area, but when running the connection check tool it reports there is a problem and an engineer is working on it.  However, nothing has changed since Thursday.

When checking the router logs, 13 of the 22 channels have a SNR less than the recommended 34dB.  Power levels look OK, at 6-8dBmV.  Lots of pre- and post- RS errors.

Nothing has changed at our end and things were working earlier this week - what could be the issue?

Downstream bonded channels

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

1	331000000	7.6	28	256 qam	25
2	211000000	7.8	28	256 qam	10
3	219000000	7.6	35	256 qam	11
4	227000000	7.4	37	256 qam	12
5	235000000	7	33	256 qam	13
6	243000000	6.5	35	256 qam	14
7	251000000	6.9	32	256 qam	15
8	259000000	7.1	35	256 qam	16
9	267000000	7.5	34	256 qam	17
10	275000000	7.5	34	256 qam	18
11	283000000	7.5	33	256 qam	19
12	291000000	7.5	32	256 qam	20
13	299000000	7.6	28	256 qam	21
14	307000000	7.5	33	256 qam	22
15	315000000	7.5	26	256 qam	23
16	339000000	7.6	25	256 qam	26
17	347000000	7.6	30	256 qam	27
18	355000000	7.5	34	256 qam	28
19	363000000	7	29	256 qam	29
20	371000000	6.1	27	256 qam	30
21	379000000	6.4	32	256 qam	31
22	387000000	6.4	33	256 qam	32

Downstream bonded channels

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

1	Locked	28.4	8273214	0
2	Locked	28.3	5975688	117
3	Locked	35.7	122	43
4	Locked	37.3	140	7
5	Locked	33.4	155	0
6	Locked	35.7	108	16
7	Locked	32.4	366	0
8	Locked	35.7	113	0
9	Locked	34.3	97	6
10	Locked	34.3	97	0
11	Locked	33	174	0
12	Locked	32.5	469	4
13	Locked	28.9	2848074	13
14	Locked	33.3	111	0
15	Locked	26.3	49312098	2751009
16	Locked	25.6	41811160	15459401
17	Locked	30.8	67124	0
18	Locked	34.3	83	0
19	Locked	29.6	1095046	0
20	Locked	27.7	20561940	86
21	Locked	32.4	986	0
22	Locked	33.8	79	0

[DocMN]

PS I've tried assorted resets, including 30s factory reset. None changed anything.

[Tudor]

Unless there is an area fault you need a technician’s visit to rectify.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Kath_F]

Hi DocMN, 

Thanks for your post and apologies to hear you're having an issue with your connection. 

Taking a look at things this end, I can see that there was indeed a fault affecting you which has since been resolved. Please reboot your hub to clear and refresh everything. 

I've also taken a look over the hub and connection and everything looks good for now. 

Please pop back and let us know how things are as if you're still experiencing issues, we can help further. 

Many thanks, 

[DocMN]

Thanks Kath, yes all looks good now!

[Akua_A]

Glad to hear this @DocMN 

Please do not hesitate to contact us if you need any further help 🙂

Thanks,