Low downstream and packet loss

[GamerKid423]

• Hello

Recently since Thursday I’ve been receiving low downstream and high packet loss 

there has been no area problems and at this point I don’t know what to do 

can anyone please help 

thank you 

[Tudor]

Please post all your stats.

[GamerKid423]

Downstream bonded channels

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

1	330750000	-9	38	256 qam	25
2	202750000	-8.5	37	256 qam	9
3	210750000	-8.7	37	256 qam	10
4	218750000	-9	37	256 qam	11
5	226750000	-8.7	37	256 qam	12
6	234750000	-8.7	37	256 qam	13
7	242750000	-8.7	38	256 qam	14
8	250750000	-8.9	37	256 qam	15
9	258750000	-9	38	256 qam	16
10	266750000	-8.9	37	256 qam	17
11	274750000	-9.2	37	256 qam	18
12	282750000	-9.2	37	256 qam	19
13	290750000	-9	37	256 qam	20
14	298750000	-9.2	37	256 qam	21
15	306750000	-8.7	38	256 qam	22
16	314750000	-8.7	38	256 qam	23
17	322750000	-9	37	256 qam	24
18	338750000	-9	37	256 qam	26
19	346750000	-9.2	38	256 qam	27
20	354750000	-9.2	38	256 qam	28
21	362750000	-9	38	256 qam	29
22	370750000	-9	38	256 qam	30
23	378750000	-9.2	37	256 qam	31
24	386750000	-9	38	256 qam	32

Downstream bonded channels

[Tudor]

They are way too low, minimum is -6. You probably 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 http://www.virginmedia.com/servicechecker although this only covers large outages.

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

If no faults found:

Call 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.

[GamerKid423]

I’ll wait for staff 

[jbrennand]

Worth also trying he “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. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers - or just you.

[GamerKid423 · Accepted solution]

But can my low downstream and packet loss eventually go away by itself ?

[GamerKid423]

Can low downstream and packet loss eventually go away by itself ?

[jbrennand]

You will need a VM Tech visit to adjust the down power levels *BUT* that will only happen when any known faults have been fixed - and show that that hasnt fixed it.

So what is on the 0800 number?

[GamerKid423]

What do you mean