Virgin Media Community

[Paul_DN]

Hi Cardiffman281,

Thank you for reaching out to us in our community and welcome back, there has been an issue reported with the BQM, which is being investigated, once we have some more information we will add an update Via our community.

Regards

Paul.

[WhiteHartMart]

I guess these issues still aren't resolved nationally??

In addition to the latency issues, still getting a number of times per day where I lose connection momentarily - only seconds or so then it's ok again.

Also - how long do Virgin Media take to respond to lodged complaints - I have a reference number from about a month ago with no reply yet - does the regulator not have a standard response time that has to be met?

[Paul_DN]

Hi WhiteHartMart,

Thank you for reaching back out, sorry to see you are still seeing some disconnections, AI have had another look our end and cannot see any current issues, I cannot run further checks due to you having a 3rd party Router, I will be happy to check further however you would need to put our Router back into Router mode, once done please let us know.

Regards

Paul.

[WhiteHartMart]

Thanks - I ran it in router mode for a short while and changed back when it made absolutely zero difference (plus I lost the wifi range I needed in the house as the SH4 wasn't up to scratch in that dept). Changed back to modem mode once I'd eradicated my router as the issue.  Don't really have to change everything back another time - will have to see how things are once the national issues are fully resolved.

[WhiteHartMart]

[Akua_A]

Thank you for the response @WhiteHartMart.

I have had a look at our systems and I can confirm there are no area issues on the system. I have however identified an issue with your downstream power levels. I have sent you a private message to further look into this. Please lookout for the purple envelope and provide a response when you can.

Thanks, 

[Akua_A]

No problem at all @WhiteHartMart. 

Please do let us know how the appointment goes and if you need any further help.

Thanks,

[Akua_A]

Hi @WhiteHartMart.

I am glad to hear your power levels are under control since the appointment.

Please do not send public messages unless invited to do by our team. This would allow all our team to be able to best help if individual members of the team are away.

However, in this one instance, I can take a further look into your Channel 4  issue. I have had a look at our system and everything seems in order in regards to your service. Just to clarify, how are you accessing channel four? Does this also occur with other channels?

Thanks,

[WhiteHartMart]

Just looking at my modem stats?  Its dropped to 16 QAM now on channel 4.

3.0 Upstream channels

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

1	46200000	43.270599	5120 KSym/sec	64QAM	3
2	60300000	43.770599	5120 KSym/sec	64QAM	1
3	53700000	43.770599	5120 KSym/sec	64QAM	2
4	39400000	43.020599	5120 KSym/sec	16QAM	4