Virgin Media Community

[nmasood11]

For the past month, our internet has been on and off, and constant calls with virgin media seem to have accomplished nothing. our internet constantly disconnects at random times during the day, there seems to be no difference between ethernet and wireless connections. the maximum download speed we have seen is 100mbps. Customer support keeps informing us the issue will be fixed the next day, they have been saying this for 2 weeks. Here is a Broadband quality monitor I have set up to view our connection throughout the day and our upstream and downstream channels.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/abc9251d14e741bba1dab314425cfa799644a348-21-01-2022

Downstream bonded channels

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

1	235000000	7.8	36	256 qam	13
2	139000000	8.1	35	256 qam	1
3	147000000	8.5	35	256 qam	2
4	155000000	8.6	35	256 qam	3
5	163000000	8.5	35	256 qam	4
6	171000000	8.5	35	256 qam	5
7	179000000	8.3	35	256 qam	6
8	187000000	8	35	256 qam	7
9	195000000	7.9	36	256 qam	8
10	203000000	7.8	36	256 qam	9
11	211000000	8	36	256 qam	10
12	219000000	7.8	36	256 qam	11
13	227000000	8	36	256 qam	12
14	243000000	8	36	256 qam	14
15	251000000	7.5	36	256 qam	15
16	259000000	7.8	36	256 qam	16
17	267000000	7.9	36	256 qam	17
18	275000000	7.5	36	256 qam	18
19	283000000	7.8	36	256 qam	19
20	291000000	7.8	36	256 qam	20
21	299000000	8.1	36	256 qam	21
22	307000000	7.8	36	256 qam	22
23	315000000	7.6	36	256 qam	23
24	323000000	7.6	36	256 qam	24

Downstream bonded channels

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

1	Locked	36.3	243834	0
2	Locked	35.5	1711817	0
3	Locked	35.7	1256121	0
4	Locked	35.7	1081318	0
5	Locked	35.5	953272	0
6	Locked	35.5	841433	0
7	Locked	35.5	714310	0
8	Locked	35.7	603806	0
9	Locked	36.3	479157	0
10	Locked	36.3	442649	0
11	Locked	36.3	358284	0
12	Locked	36.6	304319	0
13	Locked	36.3	269069	0
14	Locked	36.3	218406	0
15	Locked	36.3	211122	0
16	Locked	36.6	171362	0
17	Locked	36.3	126231	0
18	Locked	36.6	113399	0
19	Locked	36.6	101742	0
20	Locked	36.6	98294	0
21	Locked	36.3	94343	0
22	Locked	36.6	92814	0
23	Locked	36.3	88192	0
24	Locked	36.6	89436	0

Upstream bonded channels

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

1	25800000	48.5	5120	64 qam	6
2	46200033	49.3	5120	64 qam	3
3	39400477	49	5120	64 qam	4
4	32600098	48.8	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

[nmasood11]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ec0e57a5269c9c7620215358574d5399c...

Today's BQM

[-tony-]

pre rs errors are through the roof - bqm is worse than awful

do a full reset - hold the button a good 30 sec - doubt if it will do anything but it gets it out of the way

that should also reset the rs errors to zero - if not do a reboot and post that page again if they rise

check all coax cables are good and all connections are tight

after that wait for VM - will flag the thread to try and get them here a little quicker

[legacy1]

Maybe you have a device doing DoS?

When you have done the reset/reboot disable wifi and test by wire one device at a time as you run ping -t 194.168.4.100 to check your ping is low

[nmasood11]

still no changes after a full reset, and the fibre cable seems to be tight.

[nmasood11]

I keep getting request timed out

[jem101]

@nmasood11 OK, right, you have done all about as much as you can, the claims from VM customer support (an oxymoron if ever I heard one) about fixes in the next day are simply lies to get you off the phone, but at least it closes the call and that’s the most important thing, certainly more important than a customer getting the service they pay for. Got to keep those stats up……!

As stated above those BQMs and error rates are horrendous, you have a connectivity/cabling issue. My advice is to call up and follow the ‘thinking of leaving us’ options where you have more chance of getting through to someone who can do something about it.

[Tom_W1]

Hi @nmasood11, thanks for your post although I'm really sorry that you've been having connectivity problems.

I've checked your account, and I can confirm that there is a congestion issue on the line.

A fault ticket has been raised for this, and the reference number is F009585712.

The estimated fix time for this, is tomorrow 24th January at 15:50 so please run further tests after tomorrow and if the congestion problem is resolved, everything should be back to normal again!

Please let me know if you need any further assistance.

Regards 

[nmasood11]

We are continuing to have to the same issues as before.

[jbrennand]

See if the fault is still present and hasnt been fixed yet
_____________________________________________

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also 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.