Virgin Media Community

[neiliid]

Hi 

The engineer never arrived, nor did I receive any phone call to say that there was a problem from their side.

Very disappointing. Also, still waiting for the mini box to be installed 

[Beth_G]

Hi neiliid,

I am terribly sorry to hear that - I have checked your account and cannot see why the appointment was missed but can certainly appreciate how frustrating that must have been.

I have booked in another appointment for the next available slot - you can find your appointment time slot via your My Virgin Media account.

In regards to the Mini Box, I can't see that this has been added to your account just yet. I'm afraid we cannot help with package changes or upgrades, so to add on the Mini Box to your account and arrange an installation, please do call us on either 0345 454 1111 / 150 or text us on 0753 305 1809 so our team can arrange this with you.

Thanks,

Beth

[neiliid]

Hi Beth,

The minibox is part of my Oomph package and should have been installed at the original installation date. It is not a new order, it is the original order which is incomplete and has now been pending for over month.

I have phoned the call centre and they advised that a request for a technican had been raised, I followed-up up again and it was confirmed that a technician would contact me to install the mini-box, but have not heard anything. Please check the call logs and case notes and ensure a technician is scheduled for the installation of the mini box and that the appropriate credit is made to the account for the incomplete installation as well as the missed appointment.

Thanks

[nodrogd]

---

@neiliid wrote:

Hi Beth,

The minibox is part of my Oomph package and should have been installed at the original installation date. It is not a new order, it is the original order which is incomplete and has now been pending for over a month.

---

That will be because of the recent COVID restrictions. Second box installs were suspended until recently to cut down the amount of time techs were spending in the premises. The backlog is being worked through now, so the rest of the install should have been picked up on.

[neiliid]

Hi,

A quick update. A technician attended today, great guy, and he said that the channels on the broadband were misconfigured and that these have been corrected. He also double checked for any loose connections (and ran in the cables for the mini box).

The long and short of it is that the speeds are now operating as expected, as can be seen below, speeds are massively improved. Thanks to all that helped @beth_g

[newapollo]

Hi again neiliid,

Thanks for the update, that's brilliant news.

Stay safe and take care.

[Steven_L]

Thanks for coming back to us @neiliid, that's great news to hear that your speeds have massively improved.

Please let us know if you have any further issues with your services.

Regards,

Steven_L

[PaulCope]

https://samknows.com/realspeed/

No router found

I am on 1gb connection using hub 4 and this used to work fine. now I'm getting jittering and latency issues gaming.

3.0 Downstream channels

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

1	139000000	4.7	37.6	QAM256	1
2	147000000	4.7	37.4	QAM256	2
3	155000000	5	37.6	QAM256	3
4	163000000	4.7	37.6	QAM256	4
5	171000000	4.1	37.4	QAM256	5
6	179000000	3.8	37.6	QAM256	6
7	187000000	3.9	37.4	QAM256	7
8	195000000	3.5	37.4	QAM256	8
9	203000000	3.1	37.6	QAM256	9
10	211000000	2.8	37.4	QAM256	10
11	219000000	2.4	37.4	QAM256	11
12	227000000	2	37.4	QAM256	12
13	235000000	1.6	36.6	QAM256	13
14	243000000	1.3	36.6	QAM256	14
15	251000000	0.9	36.4	QAM256	15
16	259000000	-0.1	36.4	QAM256	16
17	267000000	-0.4	36.4	QAM256	17
18	275000000	-0.4	36.4	QAM256	18
19	283000000	-0.6	35.8	QAM256	19
20	291000000	-1	35.6	QAM256	20
21	299000000	-1.4	35.6	QAM256	21
22	307000000	-1.4	35.8	QAM256	22
23	315000000	-1.5	36.6	QAM256	23
24	323000000	-1.4	36.4	QAM256	24
25	363000000	-2.1	35.8	QAM256	25
26	371000000	-2.2	35.6	QAM256	26
27	379000000	-2.1	35.6	QAM256	27
28	387000000	-2.4	35.6	QAM256	28
29	395000000	-2.7	35.8	QAM256	29
30	403000000	-2.6	35.6	QAM256	30
31	411000000	-2.9	35.8	QAM256	31

3.0 Downstream channels

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

1	Locked	37.636276	0	0
2	Locked	37.355988	0	0
3	Locked	37.636276	0	0
4	Locked	37.636276	0	0
5	Locked	37.355988	0	0
6	Locked	37.636276	0	0
7	Locked	37.355988	0	0
8	Locked	37.355988	0	0
9	Locked	37.636276	0	0
10	Locked	37.355988	0	0
11	Locked	37.355988	0	0
12	Locked	37.355988	0	0
13	Locked	36.609653	0	0
14	Locked	36.609653	0	0
15	Locked	36.386890	0	0
16	Locked	36.386890	0	0
17	Locked	36.386890	0	0
18	Locked	36.386890	0	0
19	Locked	35.779911	0	0
20	Locked	35.595078	2	0
21	Locked	35.595078	0	0
22	Locked	35.779911	0	0
23	Locked	36.609653	0	0
24	Locked	36.386890	0	0
25	Locked	35.779911	1	0
26	Locked	35.595078	0	0
27	Locked	35.595078	0	0
28	Locked	35.595078	0	0
29	Locked	35.779911	0	0
30	Locked	35.595078	0	0
31	Locked	35.779911	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

37

-6.6

1189158008

4571199

[Kath_F]

Hi PaulCope, 

Thanks for your post and apologies to hear you're having an issue with your connection. 

Taking a look at your account, there appears to be an issue with your power levels. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi PaulCope,

Thanks for coming back to via private message with your information. 
I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders. You can also view this in the My VM app.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. 
If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 
Lets us know how the appointment goes. 

Take care.