Virgin Media Community

[EddyHall]

Dear all, 

I have been totally cut off since 3pm Thursday and Virgin Media do not seem to care. 

The Internet to my cable modem went down at 14:55 on Thursday. On Friday lunchtime I chatted on WhatsApp with a VM representative who said:

"As per our record shows the issue is out side the premises where our engineer are working on it to resolve the issue for you. I can see the issue will be resolved with in 24 hours and you will be compensated for the loss of services accordingly. If you seem you have not been compensated you can contact us and our team will help you on the compensation."

I have not seen any improvement after 30 hours and most concerningly the status checker says everything is fine - my hub can be reached and there are no network problems.

Please can anyone help? 

My BQM

Downstream ChannelsLock StatusChannel IDFrequencyModulationRx PowerRxMERPre RS ErrorsPost RS ErrorsLocked1139000000 Hz256 QAM2.7 dBmV 30.6 dB2037983711379561Locked2147000000 Hz256 QAM-3.0 dBmV 28.0 dB2940439512367433Locked3155000000 Hz256 QAM-0.3 dBmV 30.0 dB2244122612244250Locked4163000000 Hz256 QAM1.1 dBmV 31.7 dB125399651752115Locked5171000000 Hz256 QAM4.7 dBmV 36.2 dB307302Locked6179000000 Hz256 QAM5.6 dBmV 34.8 dB343279Locked7187000000 Hz256 QAM4.1 dBmV 34.3 dB329607383Locked8195000000 Hz256 QAM2.3 dBmV 32.4 dB32578438

Upstream ChannelsLock StatusChannel IDFrequencyModulationTx PowerModeChannel BandwidthSymbol RateLocked653700000 HzATDMA41.0 dBmV64QAM6400000 Hz5120 Ksym/secLocked1032600000 HzATDMA40.0 dBmV64QAM6400000 Hz5120 Ksym/secLocked746200000 HzATDMA40.3 dBmV64QAM6400000 Hz5120 Ksym/secLocked839400000 HzATDMA40.3 dBmV64QAM6400000 Hz5120 Ksym/sec

[jbrennand]

Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

You can also start the "compensation timer" if it shows as a fault on there

[EddyHall]

Thanks John.

The phone service apologies for a temporary fault in my postcode and offers no time frame for solving the problem.

Still no connection. 

[EddyHall]

Quick update - still complete disconnection .

My BQM

[EddyHall]

Resubmitting my Downstream and Upstream numbers with better formatting:

Downstream Channels
Lock Status	Channel ID	Frequency	Modulation	Rx Power	RxMER	Pre RS Errors	Post RS Errors
Locked	1	139000000 Hz	256 QAM	2.5 dBmV	30.6 dB	1326769283	749650396
Locked	2	147000000 Hz	256 QAM	-3.3 dBmV	27.9 dB	1958500803	821249549
Locked	3	155000000 Hz	256 QAM	-0.6 dBmV	29.8 dB	1491946332	811895784
Locked	4	163000000 Hz	256 QAM	0.8 dBmV	31.8 dB	818728716	66683697
Locked	5	171000000 Hz	256 QAM	4.6 dBmV	36.0 dB	434	330
Locked	6	179000000 Hz	256 QAM	5.4 dBmV	36.4 dB	2172	283
Locked	7	187000000 Hz	256 QAM	3.9 dBmV	34.5 dB	8387538	361
Locked	8	195000000 Hz	256 QAM	2.1 dBmV	33.2 dB	3043562	432

Upstream Channels
Lock Status	Channel ID	Frequency	Modulation	Tx Power	Mode	Channel Bandwidth	Symbol Rate
Locked	10	32600000 Hz	ATDMA	40.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	7	46200000 Hz	ATDMA	40.3 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	6	53700000 Hz	ATDMA	41.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	8	39400000 Hz	ATDMA	40.3 dBmV	64QAM	6400000 Hz	5120 Ksym/sec

[EddyHall]

Update - connectivity restored at 15:13 yesterday. No activity needed on my part (no final router reset etc). So - a total of 4 days outage.

[David_Bn]

Good Morning @EddyHall, thanks for the update on Tuesday

I've been able to look into the local area and there doesn't appear to be a fault in the local area currently.

How is the connection currently performing?

Kindest regards,

David_Bn

[EddyHall]

Hi David,

No disconnections were registered in the past day (according to my SamKnows box).

DL = 150Mbps, UL = 15.6Mpbs, Latency 12.7ms, packet loss = 0.00115%

So, I am getting 75% of what I pay for but this is apparently within the tolerance bracket for Virgin Media :shrug:. So my connection is performing as expected after the 4 days of downtime; thank you for following up.

Eddy

[Ayisha_B]

Hi @EddyHall,

Thanks for the update and I am glad to hear the connection appears more stable now after the downtime. 

Give us a shout if you have any further problems.