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Poor Connection & Slow Downloads

Spoony36
Superfast

Area 07 - Is there a fault as my download speeds and WIFI been pretty bad the last week or so. Have called the virgin service status line which says no area fault found and also the virgin website says no issue found

 

System up time: 3 days 17h:39m:46s

Downstream bonded channels

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

13310000000.938256 qam25
22030000001.538256 qam9
32110000001.238256 qam10
42190000000.938256 qam11
52270000000.738256 qam12
62350000000.538256 qam13
72430000000.238256 qam14
82510000000.238256 qam15
9259000000038256 qam16
10267000000038256 qam17
11275000000038256 qam18
122830000000.538256 qam19
132910000000.538256 qam20
142990000000.238256 qam21
153070000000.438256 qam22
163150000000.538256 qam23
173230000000.538256 qam24
183390000001.238256 qam26
193470000001.238256 qam27
203550000000.938256 qam28
213630000000.738256 qam29
223710000000.238256 qam30
23379000000038256 qam31
24387000000038256 qam32



Downstream bonded channels

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

1Locked38.99609454837
2Locked38.9128076946
3Locked38.6114469693
4Locked38.9105243853
5Locked38.694451658
6Locked38.988154515
7Locked38.683595489
8Locked38.979713540
9Locked38.9734091152
10Locked38.981586381924
11Locked38.9167832189914
12Locked38.925300185585
13Locked38.626845370262
14Locked38.911392653391
15Locked38.6237983987
16Locked38.653096858
17Locked38.949248748
18Locked38.646272121
19Locked38.926980590
20Locked38.924030172
21Locked38.92047592
22Locked38.62048812561
23Locked38.618523242
24Locked38.9159688105
35 REPLIES 35

Spoony36
Superfast

Upstream bonded channels

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

14310000040.8512064 qam10
22360000038.8512064 qam13
33010000039.3512064 qam12
43660000040.8512064 qam11
54960000040.8512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0000
4ATDMA0000
5ATDMA0000

Spoony36
Superfast

Today

Spoony36_1-1691319787327.png

Yesterday

Spoony36_2-1691319809840.png

 

Client62
Legend

Check 0800 561 0061 for a known fault in your street.

Notice there are Pre and Post RS Errors across all 24 of the Downstream Bonded channels.

If those error numbers are still rising that indicates some kind of service or connection fault.

Hi there @Spoony36 

Thank you so much for your post and welcome to the community forums it's great to have you back. 

I have taken a look and can see that there are a few issues on our side that may require an engineer to take a look. 

I will pop you a PM now so we can arrange this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Ashleigh_C
Forum Team
Forum Team

Hello again @Spoony36 

Thanks so much for your private message and confirming your address, I have now booked you a visit for Hub – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

Engineer has been and said we have major issues with connection and it requires a Re-Pull whatever that means and he’s done all that he can.  
He said he’s known a re-Pull to happen in 5 minutes or up to 14 days.

Im guessing a Re-Pull is the wiring from cabinet somewhere to my home?

Also said we have no power levels to the house so how will a Re-Pull improve this?

Hi Spoony36,

Thanks for posting, if a repull is needed we'd book this in for the next available slot, have you checked your online account to see if one has been booked?

A repull would be an upgrade and repair on the existing cable and will hopefully improve your services. 

Alex_Rm

Spoony36
Superfast

Hi

I've checked but can't see anything yet but he only came this afternoon so might be a delay in the site updating.