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Very distant fix date for local broadband fault

Cardiffman282
Super solver

Hello. I have slow download (c. 100 out of 250 Mbps) and upload (c.5 out of 25 Mbps) speeds. Most of my upstream channels' modulation is too low too (16/32 out of 64 QAM).

I checked the phone and online status checking tools and there is indeed a local, albeit intermittent, fault in my bit of Cardiff.

Generally my connection is pretty good and I understand that stuff occasionally happens. However the current fix date is in ten (10) days time (14 May at a suspiciously specific 10.05am). This seems extravagant. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).
1 ACCEPTED SOLUTION

Accepted Solutions

Fixed as of around 10 am this morning. Upstream modulation all back up to 64 QAM and packet loss on the BQM has evaporated. Thank you for the responses. I'll shut up now. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

See where this Helpful Answer was posted

8 REPLIES 8

jbrennand
Very Insightful Person
Very Insightful Person

Fix times can be difficult to "estimate" - such as ones like this....

VM Cable being repaired.png


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

nodrogd
Very Insightful Person
Very Insightful Person

@Cardiffman282 wrote:

Generally my connection is pretty good and I understand that stuff occasionally happens. However the current fix date is in ten (10) days time (14 May at a suspiciously specific 10.05am). This seems extravagant. 


If it's an SNR fault (noise on the network) this requires a lot of investigative work to trace which customer line is injecting the noise. It can take weeks.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Interesting point. I just had a nose at my BQM and unbeknownst to me I have had constant, if low level, packet loss too since Thursday night (with some sort of lightening event around 9pm that night) . This is also unusual for my connection. See pic. 

Screenshot_20240504-182714.png

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

nodrogd
Very Insightful Person
Very Insightful Person

@Cardiffman282 wrote:

Interesting point. I just had a nose at my BQM and unbeknownst to me I have had constant, if low level, packet loss too since Thursday night (with some sort of lightening event around 9pm that night) . This is also unusual for my connection. See pic. 

Screenshot_20240504-182714.png


Could be an isolator has been compromised. These things usually blow completely & cause total loss of service, but I have had experience of a couple fouling the incoming signal rather than stopping it.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Client62
Legend

Could also be a network issue that is 500 miles from your home, looking at a BQM graph, you can not tell.

Cardiffman282
Super solver

Since powering the Hub 3 down yesterday I have 19 T3 errors. Just saying. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Fixed as of around 10 am this morning. Upstream modulation all back up to 64 QAM and packet loss on the BQM has evaporated. Thank you for the responses. I'll shut up now. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Just back for a moan really as it's still an open ticket at VM (Fault Ref: F011296094) (and yes I know about the absence of residential SLAs and the need for redundancy etc). 

Upstream QAMs? All good.

BQM packet loss issue? Also all good.

Up/ down speeds? Fine.

Promised server status updates? Hmmm. Yeah but no but. The VM engineer is doing some sort of time shifting hokey cokey apparently:

8.37am: "Our engineer is on site and they're working to fix the problem. We now expect to have this resolved by 2024-05-09T18:00: 00" 

12.15pm: "The latest update is: We have identified the problem and an engineer is on their way. We now expect to have this resolved by 2024-05-14T09:00: 00" 

Post RS errors for just the past few days looking okay? Err...

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.63261811
2Locked37.62681980
3Locked37.61922057
4Locked38.61752268
5Locked37.63592495
6Locked37.61357586057
7Locked37.6756975498
8Locked37.63502429
9Locked38.63532010
10Locked38.63091867
11Locked38.61832376
12Locked38.62602361
13Locked37.62752472
14Locked38.63282334
15Locked38.92772698
16Locked38.6550115403
17Locked38.9726275393
18Locked38.63472696
19Locked38.92521893
20Locked38.61822028
21Locked38.61142300
22Locked38.61822483
23Locked38.62422270
24Locked38.61922374
I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).