Help with connection please

[danbottomburp]

I have been getting frequent drop outs on this connection, they last for a few seconds and then its fine again, was way worse on the first day of activation, have some what improved but still getting them

If you need more info then please let me know

Here are the logs 

Upstream bonded channels

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

1	46200021	43.3	5120	64 qam	3
2	39400000	43.3	5120	64 qam	4
3	32600141	43	5120	64 qam	5
4	25800000	43.3	5120	16 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	18	0
3	ATDMA	0	0	22	0
4	ATDMA	0	0	50	0

Downstream bonded channels

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

1	331000000	6.5	38	256 qam	25
2	203000000	7.5	38	256 qam	9
3	211000000	7.4	38	256 qam	10
4	219000000	7.5	38	256 qam	11
5	227000000	7.4	38	256 qam	12
6	235000000	7	38	256 qam	13
7	243000000	6.4	38	256 qam	14
8	251000000	6.4	38	256 qam	15
9	259000000	6.6	38	256 qam	16
10	267000000	6.9	38	256 qam	17
11	275000000	6.8	40	256 qam	18
12	283000000	6.8	38	256 qam	19
13	291000000	6.5	38	256 qam	20
14	299000000	6.9	38	256 qam	21
15	307000000	6.8	38	256 qam	22
16	315000000	6.9	38	256 qam	23
17	323000000	6.5	38	256 qam	24
18	339000000	6.6	38	256 qam	26
19	347000000	7	38	256 qam	27
20	355000000	6.9	40	256 qam	28
21	363000000	6.5	38	256 qam	29
22	371000000	6.5	38	256 qam	30
23	379000000	6.8	38	256 qam	31
24	387000000	6.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	232862	50953
2	Locked	38.9	5903732	210867
3	Locked	38.9	4886404	158376
4	Locked	38.9	3989087	129327
5	Locked	38.9	3573655	114421
6	Locked	38.9	3054676	106218
7	Locked	38.9	2776241	102575
8	Locked	38.9	2413458	94991
9	Locked	38.9	1797151	82634
10	Locked	38.9	1347535	75212
11	Locked	40.3	1081369	71400
12	Locked	38.9	879635	67615
13	Locked	38.9	747889	64711
14	Locked	38.9	574190	62143
15	Locked	38.9	447590	58314
16	Locked	38.9	362570	56093
17	Locked	38.9	302296	52866
18	Locked	38.9	201156	48319
19	Locked	38.9	169546	46854
20	Locked	40.9	155465	43930
21	Locked	38.9	150603	42902
22	Locked	38.9	147597	41399
23	Locked	38.6	137150	39645
24	Locked	38.9	119568	36468

[danbottomburp]

I would love an update, i know its hard for all the Virgin media platforms to agree on if there are issues but surely someone must know something?\

I am so glad i was told to create a BQM as i can see crystal clear there are issues, continuous dropped packets which make using the internet pointless 

I also see Virgin media staff responding to other people on this forum, why am i being ignored?  it truly is a battle trying to get any info whatsoever from you lot 

[danbottomburp]

Day 19 and still no service

[danbottomburp]

This is the 20th day without service now and i am refusing to pay my latest bill. if you would like to contact me to discuss this then feel free

I am not paying for something i have not received, 20 days of no service and your service status  portals are a joke

The 0800 number confirmed there was an issue and sent me a link, the link took me to a page saying everything was fine hahaha, the incompetence is staggering 

I wont be paying this months bill! 

[Zak_M]

Good morning Dan. 

I have further taken a look over things this morning, there is still an SNR outage registered. We are working as hard as possible to get this resolved. 

Kind regards,

Zak_M

[danbottomburp]

Thank you for the reply @Zak_M

It appears my connection has stabilised as i have seen no dropout for almost 20 hours now, before it was constant

I still refuse to pay for this months service and expect considerable compensation for the 21 days i had no service

How is this processed?

Dan 

[Tom_W1]

Hi @danbottomburp, thanks for your post although it's great things have improved for you.

I'll need to send you a PM to help you raise a complaint on this due to your compensation request - let's try and get a resolution sorted for you.

Please expect this PM to arrive shortly and respond when you can!

Many thanks