Nothing but issues

[Dada93]

Hi there, 

I joined Virgin over a month or so ago now based on a friend being a field tech down south and getting me a decent deal compared to my other provider. 

On week 1 I suffered a total loss of service which was rectified after about 6 days and then an engineer coming round to check all my cabling and whatnot to ensure all was good on that end. 

Fast forward to about a week ago, I started noticing aggresive packet loss whilst gaming online, so that prompted me to have a look at the Hub 5 network page. 

Low and behold I have in to 10s of thousands of post RS errors which shouldn’t be happening at all. 

Called up today, after 3 attemps and 3 different advisers trying to give me wifi pods (I’m wired), finally a supervisor who knew what post rs errors meant said he’ll get me a technician over. Thing is, he said he’ll call me back at 6:15 PM as his system “wasnt letting him just now” 

I’ve only just realized that he’s completely blagged me off as they close at 6 PM today… what a joke of a company treating paying customers that way. 

Anyways, it seems like people get more success out of competent staff on this forum, so if someone could assist that would be great. 

The call centres amazing fault finding software is finding nothing and is telling them its perfect, so I haven’t to worry. Hopefully I won’t when I get this resolved. 

Thanks a lot. 

[Reece_MH]

Hi Dada93 👋

Thanks for providing these updates - I'm sorry to see that the issue is still ongoing. I'm going to send you a private message, so we can continue assisting you with this.

Please look out for it in the top-right, white envelope or, if you're on a Mobile Device, just tap your profile picture, and select the "Messages" tab.

Cheers,

[Dada93]

Thanks Reece,

That “special” team I mentioned were supposed to call me back between 3-4 PM yesterday to get an update from me, they never called. 

I feel like the people on the phone just blag anything to you to get you off the phone. 

An issue of this nature is not going to get ignored by me, because I have grounds to simply stop paying for a service that is completely faulty. 

A tech told me because I am of no value to virgin, they don’t even need to fix it. Well if that’s the case, I’m going to leave without fee. 

[Dada93]

Downstream bonded channels

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

1	331000000	-3.9	40	QAM 256	25
2	139000000	-5	39	QAM 256	1
3	147000000	-4.9	39	QAM 256	2
4	155000000	-4.8	39	QAM 256	3
5	163000000	-4.6	40	QAM 256	4
6	171000000	-4.9	40	QAM 256	5
7	179000000	-4.7	40	QAM 256	6
8	187000000	-4.4	40	QAM 256	7
9	195000000	-4.2	40	QAM 256	8
10	203000000	-4.1	40	QAM 256	9
11	211000000	-3.8	40	QAM 256	10
12	219000000	-3.7	40	QAM 256	11
13	227000000	-3.8	40	QAM 256	12
14	235000000	-4.2	40	QAM 256	13
15	243000000	-4.2	40	QAM 256	14
16	251000000	-4.1	40	QAM 256	15
17	259000000	-4.2	40	QAM 256	16
18	267000000	-4.2	40	QAM 256	17
19	275000000	-5.6	40	QAM 256	18
20	283000000	-4.8	40	QAM 256	19
21	291000000	-4.2	40	QAM 256	20
22	299000000	-3.9	40	QAM 256	21
23	307000000	-3.8	40	QAM 256	22
24	315000000	-3.9	40	QAM 256	23
25	323000000	-3.9	40	QAM 256	24
26	339000000	-4	40	QAM 256	26
27	347000000	-4	40	QAM 256	27
28	355000000	-3.9	40	QAM 256	28
29	363000000	-3.8	40	QAM 256	29
30	371000000	-3.7	40	QAM 256	30
31	379000000	-3.5	40	QAM 256	31

Downstream bonded channels

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

1	Locked	40	120495	45173
2	Locked	39	98912	37974
3	Locked	39	339499	186487
4	Locked	39	264697	166893
5	Locked	40	184707	120914
6	Locked	40	245153	166935
7	Locked	40	209590	134649
8	Locked	40	166771	82449
9	Locked	40	133918	79442
10	Locked	40	136015	93520
11	Locked	40	146025	77333
12	Locked	40	103297	68497
13	Locked	40	94679	56416
14	Locked	40	93021	51235
15	Locked	40	75014	37137
16	Locked	40	67354	34431
17	Locked	40	83924	37252
18	Locked	40	62119	32875
19	Locked	40	82399	55407
20	Locked	40	51225	20623
21	Locked	40	53741	26166
22	Locked	40	81768	37596
23	Locked	40	52155	14725
24	Locked	40	53797	16730
25	Locked	40	58039	26778
26	Locked	40	48905	12458
27	Locked	40	54378	26091
28	Locked	40	74588	34546
29	Locked	40	63231	29657
30	Locked	40	59345	21819
31	Locked	40	65983	23893

[Dada93]

5mins later  

Downstream bonded channels

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

1	331000000	2.7	41	QAM 256	25
2	139000000	7.3	41	QAM 256	1
3	147000000	7	41	QAM 256	2
4	155000000	6.7	41	QAM 256	3
5	163000000	6.4	41	QAM 256	4
6	171000000	5.7	41	QAM 256	5
7	179000000	5.9	41	QAM 256	6
8	187000000	6	41	QAM 256	7
9	195000000	5.9	41	QAM 256	8
10	203000000	5.6	41	QAM 256	9
11	211000000	5.7	41	QAM 256	10
12	219000000	5.5	41	QAM 256	11
13	227000000	5.2	41	QAM 256	12
14	235000000	4.7	41	QAM 256	13
15	243000000	4.3	41	QAM 256	14
16	251000000	4.2	41	QAM 256	15
17	259000000	4	41	QAM 256	16
18	267000000	3.1	41	QAM 256	17
19	275000000	2.8	41	QAM 256	18
20	283000000	3.3	41	QAM 256	19
21	291000000	3.5	41	QAM 256	20
22	299000000	3.5	41	QAM 256	21
23	307000000	3.4	41	QAM 256	22
24	315000000	3.2	41	QAM 256	23
25	323000000	3	41	QAM 256	24
26	339000000	2.7	40	QAM 256	26
27	347000000	2.5	41	QAM 256	27
28	355000000	2.4	41	QAM 256	28
29	363000000	2.4	41	QAM 256	29
30	371000000	2.3	41	QAM 256	30
31	379000000	2.4	41	QAM 256	31

Downstream bonded channels

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

1	Locked	41	120931	45326
2	Locked	41	105841	44426
3	Locked	41	339499	186487
4	Locked	41	269680	171414
5	Locked	41	191240	127408
6	Locked	41	246193	167305
7	Locked	41	213106	137432
8	Locked	41	169827	84610
9	Locked	41	136955	81626
10	Locked	41	137173	94254
11	Locked	41	148746	79112
12	Locked	41	103408	68510
13	Locked	41	94802	56425
14	Locked	41	95988	53291
15	Locked	41	75142	37145
16	Locked	41	67460	34439
17	Locked	41	84020	37260
18	Locked	41	62954	33608
19	Locked	41	82399	55407
20	Locked	41	52943	21816
21	Locked	41	54298	26358
22	Locked	41	81846	37619
23	Locked	41	52224	14746
24	Locked	41	53860	16771
25	Locked	41	58039	26778
26	Locked	40	48905	12458
27	Locked	41	54378	26091
28	Locked	41	74588	34546
29	Locked	41	63231	29657
30	Locked	41	59346	21819
31	Locked	41	65983	23893

[Viper-t]

I feel for you dude, that post rs error is serious and they treat you like junk I'm 20 yrs in and am receiving the same treatment as is my parents and 2 of my friends who have cases/issues being ignored. They don't care about us anymore so I don't care about taking them to court for there terrible out of date equipment. You are right they are blagging us all with the network in places barely holding together with the over sold services with a network that can't cope.

Wish I had some answers how to fix but only engineer/networks can, I see your downstream is centered on a few channels and others +7db someone more qualified than me can tell you about tilt etc I'm merely a struggling customer too, what I do know is post rs errors in those numbers not good at all, good luck.

Regards

[John_GS]

Hi @Viper-t 

Thanks for commenting. I am sorry you feel this way. My colleague did reply to your other thread on the Forums on Sunday, advising we were unable to see any issues from the diagnostics ran.

If you are still experiencing issues, please do upload the stats from the router and a fresh BQM, we'd be happy to help.

Best wishes.