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martin_skipsey
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High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?

Hi,

I've been a Virgin customer for quite a few years, and it has never been that great.

With the current lock-in, we are doing a lot more video conferencing and gaming, and are seeing intermittent issues. 

When I tried to run the Virgin Media Status Tool, it  just came back with "there's been an error", but I can't see how to contact an engineer to investigate. Is there a link or phone-number to contact Virgin Media? I can't seem to find it - the website just routes me back to FAQs which don't help.

Looking at status, I seem to have very high and continuously increasing Pre RS Errors and Post RS Errors. 

 

Pre RS Errors are in the range 20,000 to 70,000 per channel within 10 minutes of a reboot, and Post RS Errors are over 1000 per channel in the same 10 minute period.

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Nicholas_k
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Re: High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?

Hi,can you private message me your account number and area code and I will have a look at your router.many thanks.


Here to help! I'm a technician helping out whilst working from home. Find out more


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martin_skipsey
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Re: High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?

Hi - A really helpful engineer contacted me and solved the problem with a hub 3.0 device. This has been solid all afternoon, and is showing no post RS errors at all. 

thanks for offering to help!

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pigstix
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Re: High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?

Can that same engineer call me too?

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risc19
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Re: High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?

Just out of interest, what did he get you to do?

My Broadband Ping - 1GIG HUB4 Router mode

HUB4 1Gig Router mode
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martin_skipsey
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Re: High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?

The engineer installed the newest hub, replacing my old hub. 

the new hub didn’t have the same issues and has been working fine ever since. 

I don’t know why this helped, but I think there are more channels in use on the latest hub, so maybe virgin changed the way the connections work and the old hub versions don’t cope very well. 

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horseman
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Alessandro Volta
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Re: High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?


@martin_skipsey ..... but I think there are more channels in use on the latest hub, so maybe virgin changed the way the connections work and the old hub versions don’t cope very well. 

Two obvious differences (inter alia):

  • Hub 3 24 D/S channels , 5 antenna
  • Hub 4 32 D/S channels , 11 antenna

arguably Hub4 has better utilisation management in congested areas.......

Regards Tony
"Life is a Binary Inspired Turing Computed Hologram"(don't PM or @Mention me - in case ignoring you offends)
DEFROCKED
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AdyJ
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Re: High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?

Interesting thread. Desperately trying to solve a Virgin Media issue myself after my internet speed dropped from over 500Mb/s to @1Mb/s early on Friday evening. Been the same since. Virgin Media reported no Broadband issues, but did report TV On Demand issues in the area.
An engineer was booked for Monday, then Virgin cancelled this yesterday in light of the a 'network problem affecting your area'.
Seeing this thread prompted me to check my router yet again, as I'd already noticed lots of Pre and Post RS errors.
Same issue still this morning. See attached image.VirgineMedia2.jpg

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Adduxi
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Re: High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?

Your Downstream power levels are way too low, they should be above 34. Most likely the reported network area fault is causing this.

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Zak_M
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Message 10 of 12
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Re: High Pre RS Errors and Post RS Errors - how to get an Engineer Appointment?

Good morning @AdyJ 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you are having some pre RS errors. 

 

I have managed to locate your account and can see that you have managed to speak with our team regarding this. 

 

Is there anything further we are able to assist you with? 

 

Kind regards,

Zak_M

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