Very bad internet connection

[gilbertouk]

It's been about 4 days since I've had a very bad internet connection at home, I've restarted my hub numerous times in search of solving the problem, but without success. I can't load a web page on my desktop or through my smartphone.

Could anyone help me to solve this problem?

Below is my hub data.

 

 

[gilbertouk]

[gilbertouk]

Any idea ?

[gilbertouk]

[Cyirak]

Hi Gibertouk,

Your upstream modulation doesn't look good, that being said I have an issue in my area at the moment and mine is similar.

I'm not sure your power levels are right. I think the upstream are too high from my understanding the upper tolerance level is 51. someone more knowledgeable in this than me might be able to advise. 

[gilbertouk]

I'll wait for everything to be resolved, because I don't know what to do. It's just impossible to use my broadband connection.

[Adduxi]

I suspect there is a local issue.  Your US should all be at 64 QAM and the power should be between 34 to 51.

A VM Mod should be along within a day or two with an update.

[gilbertouk]

I get this message when I try to check the status of the service in my area.

[gilbertouk · Accepted solution]

I just spoke to support people and they told me the following.

As I did check the details of the service and try to perform a troubleshoot on your services and I am sorry to inform you that there is an active outage which is affecting about 25% about the customers in the area, where the maintenance activity would be completed by an estimated time 16 NOV 2022 12:00.

I understand how inconvenient it must be to wait this long to get effective resolution, we are working as hard as we can to fix this, however due to the complexities of the issue its taking us a little longer than normal. I would request you to please use the below details in order to apply an outage compensation once the issue is fixed or you can get in touch with us as well and we can help you with this.

You need to visit our website virginmedia.com/help
Select billing and Payment as an option and Sub category will be auto compensation and You punch in the dates for loss of service.

The system will apply a credit for the days which you had issue with the services and Which will reflect on the upcoming bill.

Just wait until the 16th to see if they can fix the problem.