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Awful signal issues and phone support unhelpful

manuelg
Joining in

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_0-1693224059241.png

 

2 REPLIES 2

manuelg
Joining in

The full table from the SH3 status page:

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

1387000000-5.538256 qam32
22030000000.240256 qam9
32110000000.740256 qam10
4219000000-0.238256 qam11
5227000000-1.733256 qam12
6235000000-1.440256 qam13
7243000000-140256 qam14
8251000000-1.540256 qam15
9259000000-1.440256 qam16
10267000000-1.540256 qam17
11275000000-240256 qam18
12283000000-338256 qam19
13291000000-338256 qam20
14299000000-2.738256 qam21
15307000000-3.438256 qam22
16315000000-2.740256 qam23
17323000000-3.938256 qam24
18331000000-3.740256 qam25
19339000000-3.738256 qam26
20347000000-3.238256 qam27
21355000000-3.438256 qam28
22363000000-3.938256 qam29
23371000000-440256 qam30
24379000000-4.440256 qam31



Downstream bonded channels

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

1Locked38.6162485172918
2Locked40.3144344278033
3Locked40.9144052276438
4Locked38.9144946268870
5Locked33.8962668643011
6Locked40.3143194260234
7Locked40.3142559253888
8Locked40.3142287247279
9Locked40.9142113242442
10Locked40.3142476233611
11Locked40.3142741228606
12Locked38.9142249226349
13Locked38.9141243212583
14Locked38.9142846211722
15Locked38.9141055204860
16Locked40.3140922191955
17Locked38.9142731197255
18Locked40.3140685182102
19Locked38.9140995177094
20Locked38.6140425175400
21Locked38.9141598161409
22Locked38.9140069160980
23Locked40.3139346155023
24Locked40.9138839148572

WorstISP
Up to speed

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.