Poor Connection & Slow Downloads

[Spoony36]

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

1	331000000	0.9	38	256 qam	25
2	203000000	1.5	38	256 qam	9
3	211000000	1.2	38	256 qam	10
4	219000000	0.9	38	256 qam	11
5	227000000	0.7	38	256 qam	12
6	235000000	0.5	38	256 qam	13
7	243000000	0.2	38	256 qam	14
8	251000000	0.2	38	256 qam	15
9	259000000	0	38	256 qam	16
10	267000000	0	38	256 qam	17
11	275000000	0	38	256 qam	18
12	283000000	0.5	38	256 qam	19
13	291000000	0.5	38	256 qam	20
14	299000000	0.2	38	256 qam	21
15	307000000	0.4	38	256 qam	22
16	315000000	0.5	38	256 qam	23
17	323000000	0.5	38	256 qam	24
18	339000000	1.2	38	256 qam	26
19	347000000	1.2	38	256 qam	27
20	355000000	0.9	38	256 qam	28
21	363000000	0.7	38	256 qam	29
22	371000000	0.2	38	256 qam	30
23	379000000	0	38	256 qam	31
24	387000000	0	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	9609454	837
2	Locked	38.9	128076	946
3	Locked	38.6	114469	693
4	Locked	38.9	105243	853
5	Locked	38.6	94451	658
6	Locked	38.9	88154	515
7	Locked	38.6	83595	489
8	Locked	38.9	79713	540
9	Locked	38.9	73409	1152
10	Locked	38.9	8158638	1924
11	Locked	38.9	167832189	914
12	Locked	38.9	25300185	585
13	Locked	38.6	26845370	262
14	Locked	38.9	11392653	391
15	Locked	38.6	237983	987
16	Locked	38.6	53096	858
17	Locked	38.9	49248	748
18	Locked	38.6	46272	121
19	Locked	38.9	26980	590
20	Locked	38.9	24030	172
21	Locked	38.9	20475	92
22	Locked	38.6	20488	12561
23	Locked	38.6	18523	242
24	Locked	38.9	159688	105

[Spoony36]

Upstream bonded channels

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

1	43100000	40.8	5120	64 qam	10
2	23600000	38.8	5120	64 qam	13
3	30100000	39.3	5120	64 qam	12
4	36600000	40.8	5120	64 qam	11
5	49600000	40.8	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[Spoony36]

Today

Yesterday

[Client62]

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.

[Ashleigh_C]

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]

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
 

[Spoony36]

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?

[Spoony36]

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

[Alex_RM]

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]

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.