Virgin Media Community

[dannyjay1]

Hi, my Virgin Media keeps going off. it then comes back on for a couple of mins and goes off again.. Does it every day / night.

i have had a friend look at it for me and he seems to think the power levels are not right.

can this be fix if so... thank you

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

1

39399905

57

5120

64 qam

4

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

1	331000000	-10	37	256 qam	25
2	267000000	-13.7	35	256 qam	17
3	275000000	-13.3	35	256 qam	18
4	283000000	-12.7	35	256 qam	19
5	291000000	-13.3	35	256 qam	20
6	299000000	-12.7	35	256 qam	21
7	307000000	-11.9	36	256 qam	22
8	315000000	-12.4	35	256 qam	23
9	323000000	-11.7	35	256 qam	24
10	339000000	-11.2	36	256 qam	26
11	347000000	-10.2	36	256 qam	27
12	355000000	-9.7	37	256 qam	28
13	363000000	-10.9	36	256 qam	29
14	371000000	-9	37	256 qam	30
15	379000000	-9.5	36	256 qam	31
16	387000000	-9.9	36	256 qam	32
17	395000000	-8.2	37	256 qam	33
18	403000000	-9.2	37	256 qam	34
19	411000000	-8.5	37	256 qam	35
20	419000000	-8	37	256 qam	36
21	427000000	-9.4	37	256 qam	37
22	435000000	-8.9	37	256 qam	38
23	443000000	-8.2	37	256 qam	39
24	451000000	-9	37	256 qam	40

[Richw1982]

What are your upstream power levels?  Downstream levels are low as should be between +10/-6

[dannyjay1]

Upstream is at 57....

[Richw1982 · Accepted solution]

Yeah upstream is also low (opposite to downstream) should be between 33-51.  It will need an tech visit to adjust your levels.  If you have an attenuator fitted anywhere, try removing it.

[dannyjay1]

deffo haven't got an attenuator fitted.

can a tech be booked from here or is it a phonecall?

thank you for your help

[Tudor · Accepted solution]

You can try phoning customer services or wait a few days for a VM staff member to get to your post. 

[dannyjay1]

yeah i will just leave it on here see if anybody gets back to me. save phoning up. thanks you

[jem101 · Accepted solution]

This isn't being fixed without an engineer visit, almost certainly it's a bad joint or damaged cable somewhere between yourself and the street cabinet. The downstream power is too low for the hub to properly get the information it needs to configure the upstream channels which is why you only have one rather than four and that one is 'shouting' at full volume in an attempt to get through. 

[dannyjay1]

Any VM techs available to help with booking a repair ?

[Gareth_L]

Hello dannyjay1

I am able to arrange a visit to get this resolved 

I just need your account details to be able to book this in 

If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L