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jbrennand
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Message 21 of 37
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Re: Broadband Problems please Help


@Gethsemane wrote:

I wasn't bumping my thread if that's what your suggesting?  Offshore support have told me so many different things over the last week, i thought id keep my post updated.  Virgins website claim the faults fixed (shrug) Clearly my logs suggest otherwise.... ill leave it a couple of days


If they are claiming the network fault is fixed, then when you call in and cite the out of spec downstream power levels then they will book you a technician's visit.  So just call it in now.


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Very Insightful Person
Very Insightful Person
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Message 22 of 37
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Re: Broadband Problems please Help


@Gethsemane wrote:

I wasn't bumping my thread if that's what your suggesting?  Offshore support have told me so many different things over the last week, i thought id keep my post updated.  Virgins website claim the faults fixed (shrug) Clearly my logs suggest otherwise.... ill leave it a couple of days


was not suggesting that at all - just explaining how the system works

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Tony
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Forum Team
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Message 23 of 37
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Re: Broadband Problems please Help

Hello Gethsemane,

 

I am sorry to hear you have had these issues, have you called in as advised by jbrennand?

 

Thanks Joe_F

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Gethsemane
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Message 24 of 37
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Re: Broadband Problems please Help

Yes ive called Virgin CS on a number of occasions without much joy as per my posts.... Just for the record im still struggling with a flakey connection

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Message 25 of 37
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Re: Broadband Problems please Help

I see,

 

What did the team advised when you spoke to them? 

 

Thanks Joe_F

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Gethsemane
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Message 26 of 37
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Re: Broadband Problems please Help

Hi joe, 

i've been told varying things, from its fixed, it not fixed, its an area fault, its a problem with my modem, were monitoring it, we've stopped monitoring it.  To be frank the lack of clarity is leading me quickly down the path to cancelling my contract and finding a new supplier.

Just for the record, no difference here, my service is still poor.

 

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.61110
2Locked37.32000
3Locked37.61520
4Locked38.61510
5Locked38.91050
6Locked38.91690
7Locked38.61380
8Locked38.91190
9Locked38.61370
10Locked38.911941
11Locked38.915744
12Locked40.317463
13Locked38.620445
14Locked40.317651
15Locked38.915254
16Locked38.915577
17Locked40.319741
18Locked40.394616
19Locked40.958923
20Locked40.919333
21Locked40.329188
22Locked40.3187176
23Locked40.3202115
24Locked40.320279

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0080
3ATDMA0000
4ATDMA0040
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jbrennand
Alessandro Volta
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Message 27 of 37
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Re: Broadband Problems please Help

Post up your power levels again to see if they are still out of range.  If they are, call “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" then “technical issues” – (They are open Monday – Friday, 8am - 8pm and on Saturday from 8am - 6pm. – [08.01 is best!]) you have a better chance of getting a UK call centre (it could still be a 30’+ wait though) who will be more understanding and helpful.  Tell them you are thinking of leaving for Sky/BT because of these problems (cite this data) not being fixed  - and they will try and sort it for you (as it’s their job to keep customers) or give you best info on the problem - or help you cancel.


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Gethsemane
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Message 28 of 37
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Re: Broadband Problems please Help

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

12990000005.838256 qam21
23230000005.437256 qam24
33150000005.538256 qam23
43070000005.538256 qam22
52910000005.638256 qam20
6283000000538256 qam19
7275000000538256 qam18
82670000005.538256 qam17
92590000005.638256 qam16
102510000005.938256 qam15
11243000000638256 qam14
122350000006.540256 qam13
132270000006.538256 qam12
142190000006.940256 qam11
152110000007.338256 qam10
162030000007.540256 qam9
17195000000840256 qam8
181870000008.340256 qam7
191790000008.540256 qam6
201710000008.840256 qam5
21163000000940256 qam4
2215500000010.540256 qam3
231470000001140256 qam2
2413900000010.540256 qam1

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13940000042512064 qam2
22580000042512064 qam4
33260000042512016 qam3
44620000042512064 qam1
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Gethsemane
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Message 29 of 37
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Re: Broadband Problems please Help

connection is incredibly flaky, I'm told gaming is impossible and the TV box has been struggling with iplayer etc

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Forum Team (Retired) Emma_E
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Message 30 of 37
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Re: Broadband Problems please Help

Hi Gethsemane, 

 

Thanks for keeping in touch, I am sorry to see you have been having trouble with your connection. 

 

I have taken a look and it seems there was an issues with SNR in the area, this has now been resolved, however your downstream power levels and modem SNR is not as it should be. 

 

I would like to get an engineer out to take a look at this for you. 

 

I don't usually deal with TV issues but if you are still having trouble with that then I can ask the engineer to take a look at that too. 

 

I will pop you a PM to get this arranged. 

 

Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma


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