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Very distant fix date for local broadband fault

Cardiffman282
Problem sorter

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. 

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42 REPLIES 42

Cardiffman282
Problem sorter

Downstream post RS errors now rearing their head too. Stats since last Hub power down on Friday 

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9451380
2Locked38.9400749
3Locked40.3411712
4Locked40.32691156
5Locked40.31151313
6Locked40.3432789
7Locked38.9381491
8Locked38.9291462
9Locked40.3631801
10Locked38.9395375
11Locked40.9382495
12Locked38.9511627
13Locked38.9621732
14Locked40.3941785
15Locked40.3981798
16Locked40.3622374
17Locked40.9571943
18Locked40.3521994
19Locked40.9572306
20Locked38.9413260
21Locked40.39145835
22Locked40.311686827
23Locked40.312066821
24Locked40.311646648
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Thank you @Cardiffman282 

The fault is not showing on our side, I have checked the site linked and can see a reset is recommended. 

I'm sure you've already tried a pinhole reset recently but are you able to try again for us?

It's all sorted now thanks Ash but it did take a month. 

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Cardiffman282
Problem sorter

And halved down /up speeds, due to a "very complex" local fault, are back again. Sigh. 

Screenshot_20240702-163027.png

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Cardiffman282
Problem sorter

This is becoming monthly. It used to be okay too. 

Screenshot_20240723-174215.png

Screenshot_20240723-174516.png

Screenshot_20240723-174653.png

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Our apologies that you're experiencing an ongoing intermittent issue with your services @Cardiffman282 

We can assure you the engineers are working to get this fully resolved, please do keep us updated should anything get worse or change at all at your side and we can support further should you need. 

Here to help 🙂
Virgin Media Forums Agent
Carley

Thanks Carley for coming back to me. It is now fixed. It's just getting frustrating that this has become a monthly phenomenon. 

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Well sorry to bore everyone with this thread but I am now into my fourth consecutive monthly local service outage (May, June, July, and August).

I no longer think this is within the reasonable boundaries of acceptability and would like an account credit please.

Screenshot_20240825-184810.png

Screenshot_20240825-185453.png

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Steven_L
Forum Team
Forum Team

Thanks for coming back to us Cardiffman282, we're sorry to hear of the ongoing issues that you're experiencing with your connections. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

Thank you to Steven for sorting out the credit request. 

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