Still Unusable Broadband

[Treaddie]

Hi,

As you may have guessed I am still having major issues with my Virgin Media 350MB service.

Under instructions from a Virgin technician, I had what is known as a "repull" which is basically the renewing of the cable that runs from the roadside cabinet to my house, this was on the 5th of October, the repull was completed just before 9am. Upon completion I carried out a factory reset of my SH3 just to make sure that all was fresh after the repull, at about 09:16am I experienced my first dropout and since then it has been virtually a case of how many minutes have got online now. I have included the latest Broadband Quality Monitor & Modem status stats from today, and very strangely there are no Post RS Errors at all, which, makes this very weird. at this moment in time, I have no useable broadband, just tt many dropouts.

Could someone please tell me if the Broadband Quality Monitors are any good as I have yet to find a technician who thinks so they tend to take little or no notice at all. I am awaiting a call from the technician who arranged the repull tomorrow so, I'm holding fire till then.

Would love to hear your opinions.

Best regards

Brian

Cable Modem Status
Status
Downstream
Upstream
Configuration
Network Log
Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 235000000 7.5 40 256 qam 13
2 203000000 7.5 40 256 qam 9
3 211000000 7.5 40 256 qam 10
4 219000000 7.6 40 256 qam 11
5 227000000 7.5 43 256 qam 12
6 243000000 7.4 40 256 qam 14
7 251000000 7 40 256 qam 15
8 259000000 7.1 40 256 qam 16
9 267000000 7 43 256 qam 17
10 275000000 7 40 256 qam 18
11 283000000 6.5 40 256 qam 19
12 291000000 6.8 40 256 qam 20
13 299000000 6.4 40 256 qam 21
14 307000000 7 43 256 qam 22
15 315000000 6.9 40 256 qam 23
16 323000000 7.1 40 256 qam 24
17 331000000 7 40 256 qam 25
18 339000000 7.4 40 256 qam 26
19 347000000 7.5 40 256 qam 27
20 355000000 7.5 40 256 qam 28
21 363000000 7.3 40 256 qam 29
22 371000000 7 40 256 qam 30
23 379000000 7 40 256 qam 31
24 387000000 7 40 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 40 0
2 Locked 40.9 46 0
3 Locked 40.9 38 0
4 Locked 40.9 46 0
5 Locked 43.3 51 0
6 Locked 40.9 59 0
7 Locked 40.3 86 0
8 Locked 40.9 76 0
9 Locked 43.3 138 0
10 Locked 40.9 127 0
11 Locked 40.9 138 0
12 Locked 40.9 245 0
13 Locked 40.9 261 0
14 Locked 43.3 170 0
15 Locked 40.3 211 0
16 Locked 40.9 216 0
17 Locked 40.9 292 0
18 Locked 40.9 326 0
19 Locked 40.3 244 0
20 Locked 40.9 282 0
21 Locked 40.9 360 0
22 Locked 40.3 439 0
23 Locked 40.9 394 0
24 Locked 40.9 424 0

[jbrennand]

Well that's a belter !

Did you do something "different/new" at 4pm yesterday when the issues obviously started?

Connected new equipment? Moved cables ? etc...

If so can you go back and reverse it and see what happens ?

[Treaddie]

Hi,

No, I did nothing at all, this is a random thing that happens on a daily basis, it may skip a few days every now & then, but this is how it is.

In your honest opinion are the BQM monitors any good? as I have yet to meet a technician who has anything good to say about them.

I am at a total loss, cable from the cab to my house is brand new, router has been changed as well as all cables into the house to the router. Something tells me that there is something Virgin Media is not telling me. According to info on the web, I am not alone with this issue of the "unexplained dropouts", I've had it for at least the last 18 months.

Best Regards 

[jbrennand]

BQM works perfectly well for me 🙂

Lets ask VM.... again.

[Paul_DN]

Morning Treaddie,

Thank you for reaching back out to us, sorry to see you are still facing issues with your connection which is showing on your BQM, there is still an area issue which is an SRR (Signal to Noise Ratio) which is caused by a damaged or exposed cable putting noise on the Network, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working to get this resolved ASAP.

This was raised on 18/09/22 @ 18:45 and the estimated fix tix is 24/10/22 @ 13:00, apologies again for any inconvenience this is causing.

You can register for updates Via your Online Account.

Regards

Paul.