Upgraded to 1Gig - less stable than M600 before?

[WhiteHartMart]

Not sure if I have issues with my connection but upgraded to 1Gig a week or so back but it's just not as consistent/stable as the 600mb plan I had before.

Had the SH3 in modem mode to a Negear Orbi system before and now have the SH4 connected in the same way.

I seem to get regular loss of connection for a split second or so every day around 5pm as I lose connection to some work based systems which need a constant connection.  Occasionally, family members have issues with basic tasks (web browsing etc) and my BQM seems to have significant latency spikes - my 600 connection had been pretty stable in recent months.

Wondered if someone can take a look please - thinking I might just cancel and move back to a slower but more consistent connection else.

BQM 

Refresh data

3.0 Downstream channels

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

1	411000000	3.799999	38.983261	QAM256	1
2	419000000	3.400002	38.605377	QAM256	2
3	427000000	3.500000	38.983261	QAM256	3
4	435000000	3.400002	40.366287	QAM256	4
5	443000000	3.500000	40.366287	QAM256	5
6	451000000	3.299999	38.605377	QAM256	6
7	459000000	3.099998	38.983261	QAM256	7
8	467000000	3.200001	40.366287	QAM256	8
9	475000000	3.400002	38.983261	QAM256	9
10	483000000	3.700001	38.983261	QAM256	10
11	491000000	3.799999	40.366287	QAM256	11
12	499000000	3.900002	40.366287	QAM256	12
13	507000000	3.799999	40.366287	QAM256	13
14	515000000	3.900002	38.605377	QAM256	14
15	523000000	4.099998	38.983261	QAM256	15
16	531000000	4.199997	40.366287	QAM256	16
17	539000000	4.199997	40.366287	QAM256	17
18	547000000	4.300003	38.983261	QAM256	18
19	555000000	4.300003	38.983261	QAM256	19
20	563000000	4.300003	40.366287	QAM256	20
21	571000000	4.300003	40.366287	QAM256	21
22	579000000	4.199997	38.983261	QAM256	22
23	587000000	4.199997	38.983261	QAM256	23
24	595000000	4.099998	40.366287	QAM256	24
25	603000000	4.099998	38.605377	QAM256	25
26	611000000	4.400002	38.983261	QAM256	26
27	619000000	4.300003	40.366287	QAM256	27
28	627000000	4.300003	38.983261	QAM256	28
29	635000000	4.099998	40.366287	QAM256	29
30	643000000	4.199997	40.366287	QAM256	30
31	651000000	4.199997	40.366287	QAM256	31

3.0 Downstream channels

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

1	Locked	38.983261	0	0
2	Locked	38.605377	0	0
3	Locked	38.983261	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	1	0
10	Locked	38.983261	7	0
11	Locked	40.366287	1	0
12	Locked	40.366287	1	0
13	Locked	40.366287	1	0
14	Locked	38.605377	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	40.366287	0	0
25	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	40.366287	0	0
28	Locked	38.983261	1	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

[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