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fault F007274945.

  • I have had the following fault since I joined virgin in july F007274945. The broadband drops out and constantly sits at 30mbps download and not 200 which I'm paying for. I get nowhere when I phone. Sat waiting for over 1 hour then told that the are working on it. But everytime the date comes around that they say it will be fixed by I receive another text extending the deadline. Just a fob off in my opinion and they cant be bothered trying to rectify the fault.

 

Any help would be greatfully received as the customer service from virgin is appalling 

 

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Re: fault F007274945.

Hi, Chris, can you post your Virgin Hub down & upstream results from 192.168.0.1 (don't sign in) and selecting "CheckRouter Status" Then copying the results from the Down and Upstream so we can see what the results are. 
Also, have you been told exactly what that fault ID is? Is it an SNR or something else?

If you've not heard anything about it then you can self-check that online at https://my.virginmedia.com/faults/service-status (sign in) or input your postcode and see if anything pops up. 


**
I work for Virgin Media - but all opinions posted here are my own
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Re: fault F007274945.

Hi

not been told anything about the fault apart from its not at my property and when i do the status all comes back green

 

thanks

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400053

4.275

5120

64 qam

6

2

25800000

4.25

5120

64 qam

8

3

32599991

4.3

5120

64 qam

7

4

46199964

4.35

5120

64 qam

5

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

450750000

-1.7

38

256 qam

36

2

266750000

-0.2

38

256 qam

17

3

274750000

-0.2

38

256 qam

18

4

282750000

-0.2

38

256 qam

19

5

290750000

-0.2

38

256 qam

20

6

298750000

-0.2

38

256 qam

21

7

306750000

-0.7

38

256 qam

22

8

314750000

-0.5

38

256 qam

23

9

322750000

-0.5

38

256 qam

24

10

330750000

-0.7

38

256 qam

25

11

370750000

-1

38

256 qam

26

12

378750000

-1.2

38

256 qam

27

13

386750000

-1.7

38

256 qam

28

14

394750000

-1.4

38

256 qam

29

15

402750000

-1.5

40

256 qam

30

16

410750000

-1.7

38

256 qam

31

17

418750000

-1.7

40

256 qam

32

18

426750000

-1.9

38

256 qam

33

19

434750000

-2

40

256 qam

34

20

442750000

-2.2

38

256 qam

35

21

458750000

-1.7

38

256 qam

37

22

466750000

-2

38

256 qam

38

23

474750000

-2

40

256 qam

39

24

482750000

-1.7

40

256 qam

40

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

120

70

2

Locked

38.6

595

214

3

Locked

38.6

612

277

4

Locked

38.9

551

240

5

Locked

38.9

479

196

6

Locked

38.9

456

178

7

Locked

38.9

398

106

8

Locked

38.6

360

184

9

Locked

38.9

321

291

10

Locked

38.9

277

112

11

Locked

38.9

184

102

12

Locked

38.9

199

199

13

Locked

38.9

170

56

14

Locked

38.6

154

88

15

Locked

40.3

154

118

16

Locked

38.9

145

106

17

Locked

40.3

153

155

18

Locked

38.9

138

67

19

Locked

40.3

133

76

20

Locked

38.9

123

101

21

Locked

38.9

132

124

22

Locked

38.9

141

109

23

Locked

40.3

136

155

24

Locked

40.3

152

115

 

 

      

 

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Re: fault F007274945.

Hello Chris856

 

I have checked the back end and there seems to be a fault affecting you, the reference is F007274945  the estimated fix date is 04 DEC 2019 15:00

 

Hopefully once fixed the issues will be fixed, You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then in the meantime.

 

Apologies Joe_F

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Message 5 of 16
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Re: fault F007274945.

I have had the estimated fix date extended since july and on sure it will just be extended from 4th dec too.

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Re: fault F007274945.

I can appreciate that is frustrating Chris856

 

Sometimes the fix times can be extended, that is why we do estimate them. There is a lot of factors that can cause this unfortunately. I can assure you the team will be working hard to get that fixed for you.

 

Apologies for any delay.

 

Thanks Joe_F

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Re: fault F007274945.

It has been extended 18 times. Are you telling me that the engineers are that poor that it takes over 4 months to fix it or are you telling me that the job has not really been attended to yet so yet another extension is applied. The latter gets my vote.

 

So please can you explain exactly what this fault is as no one seems to know which tells me the job has not been attended to.

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Re: fault F007274945.

You are suffering with low SNR, This is signal to noise ratio. Unfortunately with this issue it can be hard to pin point exactly what is causing it and this is when the estimated fix times are extended, we are aware of the issue and our tech teams will be working hard to get it resolved.

 

Thanks Joe_F

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Re: fault F007274945.

Has this fault been repaired yet as I'm still getting low numbers

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Re: fault F007274945.

Hi Chris

 

Having checked the ticket reference this is showing as being resolved. Can you reboot the Hub and ensure all of the connections are tight and secure please?

 

Rob

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