For the last week or so my connection has become quite erratic to the point I contacted Customer Services, after some checks i was told there was an issue with my modem communicating with the system and it would need the IT team to look into it? Earlier today i got a text to say the fault had been fixed and happy surfing. However the fault continues, I rang Customer Services again and to be frank the person i spoke too had no idea what was going on or how to fault find an issue which eventually led her to say 'oh I've just noticed a network fault nothing i can do, give it 3 days'. I mean really?
My speeds have generally been pretty consistent for vivid 200 line but now they've plummeted
ping 9 jitter 3.06
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
I am no expert and others will comment in more detail - but several of your downstream channel's power levels are above the recommended maximum level of 10dBmv. You will need a technician visit to get these back in range. I would call in and arrange that ahead of hearing what other issues there might be.
-------------------- John --------------------
My 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.
I took the plunge and gave customer services another call, spoke to a very helpful chap who after some further tests confirmed something isn't working as intended and has apparently escalated the fault to 2nd line. Shame that Virgins customer services are so hit and miss.
So i spoke with Customer Service again today, i was informed my fault was now an area fault and engineers planned to have it fixed by 9am today and would monitor it till the 17th. I can assure you its not fixed, my connection has been off more than on again today, often the cable modem can be seen recycling itself and displaying a plethora of colored flashing lights in the process.