Awful signal issues and phone support unhelpful

[manuelg]

I've been battling VM phone support for a few months on this issue now. I moved at the start of the year and had to have the existing coax line in my new flat reconnected. Ever since I've been getting dropouts and disconnects making the internet basically unusable. Myself and my flatmate both work from home and this is causing a lot of difficulty.

In my SH3 status page I can see that all downstream channels have a huge and increasing number of Post RS errors which, to me, points pretty clearly to a signal issue. I have tried the new coax cable I was given in the moving pack, and the old ones from my previous flat and the connection quality only varies from bad to non-existant. We briefly had an engineer scheduled but the issue seemed to clear itself up for a few days so we cancelled it, and now can't get another one arranged without being told to wait 24 hours while the connection is "monitored", which has been done at least 7 times since I first reported the issue, so I'm really not sure what more there is to see.

Is there a way to actually get around this system and just get an engineer out?

[manuelg]

The full table from the SH3 status page:

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

1	387000000	-5.5	38	256 qam	32
2	203000000	0.2	40	256 qam	9
3	211000000	0.7	40	256 qam	10
4	219000000	-0.2	38	256 qam	11
5	227000000	-1.7	33	256 qam	12
6	235000000	-1.4	40	256 qam	13
7	243000000	-1	40	256 qam	14
8	251000000	-1.5	40	256 qam	15
9	259000000	-1.4	40	256 qam	16
10	267000000	-1.5	40	256 qam	17
11	275000000	-2	40	256 qam	18
12	283000000	-3	38	256 qam	19
13	291000000	-3	38	256 qam	20
14	299000000	-2.7	38	256 qam	21
15	307000000	-3.4	38	256 qam	22
16	315000000	-2.7	40	256 qam	23
17	323000000	-3.9	38	256 qam	24
18	331000000	-3.7	40	256 qam	25
19	339000000	-3.7	38	256 qam	26
20	347000000	-3.2	38	256 qam	27
21	355000000	-3.4	38	256 qam	28
22	363000000	-3.9	38	256 qam	29
23	371000000	-4	40	256 qam	30
24	379000000	-4.4	40	256 qam	31

Downstream bonded channels

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

1	Locked	38.6	162485	172918
2	Locked	40.3	144344	278033
3	Locked	40.9	144052	276438
4	Locked	38.9	144946	268870
5	Locked	33.8	962668	643011
6	Locked	40.3	143194	260234
7	Locked	40.3	142559	253888
8	Locked	40.3	142287	247279
9	Locked	40.9	142113	242442
10	Locked	40.3	142476	233611
11	Locked	40.3	142741	228606
12	Locked	38.9	142249	226349
13	Locked	38.9	141243	212583
14	Locked	38.9	142846	211722
15	Locked	38.9	141055	204860
16	Locked	40.3	140922	191955
17	Locked	38.9	142731	197255
18	Locked	40.3	140685	182102
19	Locked	38.9	140995	177094
20	Locked	38.6	140425	175400
21	Locked	38.9	141598	161409
22	Locked	38.9	140069	160980
23	Locked	40.3	139346	155023
24	Locked	40.9	138839	148572

[WorstISP]

Hi Manuelg,

The best thing to do is to make a formal complaint through the web-form here: https://www.virginmedia.com/help/complaints

You may also wish to also make a Subject Access Request where you *could* make a request for all logs they store referencing your MAC address, IP address, and ONU Serial number (if you have a fibre line): https://www.virginmedia.com/help/dsar-faq

Then if Virgin do not behave reasonably you could take this complaint to the ombudsman.

I would also request that you report this issue to Ofcom: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/broadband-landli...

The problems you are experiencing are widely affecting VirginMedia customers around the UK right now. This is not an issue isolated to you personally, it's affecting many people including myself, and Virgin Media are denying that there is any problem.