Virgin Once Again Your engineer Strikes again! Virgin reply's only please

[TonyM]

Date line September 29th.

Essential maintenance ( Work at Street Cabinet Upgrading network!!!) so no BB for 5 Hours ( Fair enough)

since then Connection laggy!!

October14th Letter from Virgin saying I might have spyware!! ( as on previous occasions)

I HAVE NOT! Owing to the Software protection that I run!

And once again Overseas call centre ( we will send signals that will sort this)  once again NO is does not!

On all 4 Previous occasions that you have sent me a possible Spyware issue Letters because of increased noise on line! 

And an engineer visit Once again  then proves its not my hardware!! 

No noise on my line! Oh dear The Tap on the Street cabinet loose again after Your SHODDY WORKERS!!!!

Either that or my New Hub 5 is failing  (Only 5 Weeks old) Going by the Wifi Channel hopping / swapping in the log

Also sending this to the CEO 

But of course Once again I have to have an engineer to remedy another Engineers FUBAR!

[Client62]

Put a stop to Wi-Fi channel hops :

1) Set the 2.4GHz band to channel number 1 or 6 or 11
2) Set the 5 GHz band to channel number to 36 or 44
3) Apply the changes.

The exact details of the Spyware message are required to comment on that.

Hub Signal Level Checks

Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

( If already logged in to the Hub menu, the same info is available at : Advanced settings >>> Tools >>> Network status )

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  Seeing less than four DOCSIS 3.0 channels is usually a signal level fault.

[smithy01793]

Hi well that really sucks bud I feel for you. 

Out of curiosity do u have fiber to the hub then a small fiber to coax cable change. 

[Megan_L · Accepted solution]

Hi TonyM, 

Thanks for using the Community Forums to get this issue with your connection looked into, I am sorry if this has been causing some frustration 😥

I can see it's been a few days since you posted this so I just wanted to get a quick update on how things are currently? 

I've checked for issues on my side and can see a record of issues around the time you posted about this, however at present there are no issues that I can see - So I am hoping that it's all okay now!

However, if not, then please let us know and we can continue to help 🤗

Thanks,

Megan_L

[TonyM]

Thank you 

Having tried all the above advice for channel hopping it is Still Going on!

As clearly shows in Router Log

Even though Channel assignment sent to Manual (Now set at 11 and 44) Having tried all other suggested variants

Now starting to get Cheesed (Understatement)

[Megan_L]

Thanks for chatting with me in a PM about this one TonyM 🙂

I was able to book an engineer for you, if you need to check, change or cancel the appointment you can do so on your MyVM 👨‍🔧 

Please let us know how it goes and if you need any further help!

Thanks,

Megan_L

[TonyM]

Thank you

Megan_L

engineer found A 1/4turn on connection in Cab  and Hub Fly lead to main cable 1/8 turn and speeds and connectivity resolved! But will continue to monitor for next couple of weeks .

[vmrunreliable]

I think he made it up to pacify you. 

[Martin_N]

We're glad to hear that has helped. Please do keep us posted TonyM.

^Martin