Try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" - they are open Monday – Friday, 8am - 8pm and on Saturday from 8am - 6pm. – [early is best!]) you will usually get a UK call centre who's staff are more informed. Tell them you are thinking of leaving for Sky/BT because of these problems - and they will try and sort it for you (as it’s their job to keep customers).
-------------------- Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
I'd say updating this thread was the best thing, as it gives history of the issue and context in the same thread.
Looks like there is still a potential noise issue that the engineer failed to deal with, although to be fair I believe they can be tricky issues to nail down.
@ModTeam Can you please assign this to somebody on the forum team in Manchester to assist this customer. The thread hasn't been visited by staff ever (despite being started months ago) and the customer is getting poor service from the offshore customer service team on the phone.
Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out. My setup: V6 TV box, Vivid 200 Optical fibre with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
Posting the first part of the downstream stats would be useful to determine the channel frequencies, the network logs would be useful as well.
On the face of it, it looks like you have some impulse noise on your primary downstream, which would be problematic as the noise could be corrupting the MAC layer messages that DOCSIS uses to fine tune the connection.