REPETITIVE CONSECUTIVE NIGHTLY INTERNET DROPOUTS
Hello, I am having constant, repetitive problem with broadband dropouts/outages at exactly midnight. This has happened at exactly 12am like clockwork for 4 nights running as follows 12am - 10:30am 12am - 5am 12am - 3:30am 12am - 4am Could anyone tell me how/when/if they got this issue sorted for you and the timeframe? The biggest problem for me is that it seems too precise, repetitive and deliberate for this to be caused by any non-deliberate means. It must be maintenance/upgrades but I’m seeing multiple people with these issues spanning a long time (since 2022), and when you phone virgin and simply ask why this is happening no-one can tell you why! As a consumer, surely you should be provided this information upon request. Frankly, I feel like I’m losing my mind. I will be going to OFCOM with this because to add to the terrible dropouts the customer service is obstructive and deliberately full of hurdles. To add insult to injury, I had an engineer booked to investigate the issue and they said it was resolved their end and cancelled my appointment, this delaying any possible solution further. I have phoned customer services and spoken to multiple people: different levels of technical support and line managers and after THREE DAYS and over 4 hours spent on the phone to them, I finally have an engineer appointment scheduled. Will they fix it? Will they explain why it’s happening? I’m seriously losing confidence in the possibility of getting an answer/solution. Completely flabbergasted at the fact that Virgin can’t tell you why you’re internet is going down at the same time every night. Our internet has been installed just over a month but what good is it having great speeds when Virgin turn your internet off every night at midnight and in some cases it doesn’t come back on for you to start work in the morning? I’ve had 6 days of outages. I’ve installed a BQM to monitor the outages now. Does anybody have ANY idea about what actually causes this issue?Constant issues in my area
I am coming here as a last resort as I am constantly having issues in my area. Constant area fault. Engineer appointment being cancelled because of area faults. Just in December alone there has been 2 flown blown outages with no TV broadband for 2 full days in two occasions. And now a new faults from 12th December which is marked as estimated repair date as 5th January. For the past 4/5 months it’s been continuous one week working and next week new faults. Or an area repair required. I hope someone from Virgin Media here is able to look at the issue for me. And explain the causes of my issues. Fault codes: End of November to 1st December: F011098310 (Outage) December 5th and 6th: F011106702 (Outage) And now the current fault from 12th December to estimated repair as 5th January 2024. F011117922 (Very high intermittent signal issue practically unusable). I have called, WhatsApp, Tweeted and emailed numerous times and it still has not helped. I am constantly being told the issue would be fixed and repaired. However time after time a few fault code is put up. Now I have to plan Christmas/New Years without internet? I am a gig1 customer and this is not the level of service I signed up for. This is the most unreliable internet I have ever had. Is there something happening in my area for constant repairs? Low quality repairs? Upgrades? What is it? How are VM okay with offering no support to customers and allowing constant faults occurring. The loss of service is very strategic from VM also. Just before 48hours is about to pass the fault will be shown as fixed. And followed by a new fault. Constantly. Stats: 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 306000000 5.7 41 QAM 256 22 2 138000000 2.9 38 QAM 256 1 3 146000000 2.8 38 QAM 256 2 4 154000000 2.9 38 QAM 256 3 5 162000000 2.9 38 QAM 256 4 6 170000000 2.9 39 QAM 256 5 7 178000000 2.9 39 QAM 256 6 8 186000000 3.1 39 QAM 256 7 9 194000000 3.4 39 QAM 256 8 10 202000000 3.5 39 QAM 256 9 11 210000000 3.7 39 QAM 256 10 12 218000000 3.8 39 QAM 256 11 13 226000000 3.8 39 QAM 256 12 14 234000000 4 40 QAM 256 13 15 242000000 4.2 40 QAM 256 14 16 250000000 4.3 40 QAM 256 15 17 258000000 4.4 40 QAM 256 16 18 266000000 4.5 40 QAM 256 17 19 274000000 4.4 40 QAM 256 18 20 282000000 4.4 40 QAM 256 19 21 290000000 4.6 40 QAM 256 20 22 298000000 5.1 41 QAM 256 21 23 314000000 6.1 41 QAM 256 23 24 322000000 6.1 41 QAM 256 24 25 330000000 6.2 41 QAM 256 25 26 338000000 6.4 41 QAM 256 26 27 346000000 6.5 41 QAM 256 27 28 354000000 6.4 41 QAM 256 28 29 362000000 6.2 41 QAM 256 29 30 370000000 6.1 41 QAM 256 30 31 378000000 6.1 41 QAM 256 31 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 41 375 0 2 Locked 38 6652919 5458 3 Locked 38 6640957 5206 4 Locked 38 6457185 4638 5 Locked 38 5433661 2087 6 Locked 39 4006994 528 7 Locked 39 3117115 164 8 Locked 39 2397449 59 9 Locked 39 2099358 24 10 Locked 39 1653793 4 11 Locked 39 1362592 19 12 Locked 39 926871 0 13 Locked 39 558761 0 14 Locked 40 252745 0 15 Locked 40 96232 0 16 Locked 40 34149 0 17 Locked 40 12895 0 18 Locked 40 5260 0 19 Locked 40 3444 0 20 Locked 40 3020 0 21 Locked 40 3152 0 22 Locked 41 1101 0 23 Locked 41 373 0 24 Locked 41 919 0 25 Locked 41 2793 0 26 Locked 41 5685 0 27 Locked 41 7123 0 28 Locked 41 6441 0 29 Locked 41 4235 0 30 Locked 41 2025 0 31 Locked 41 576 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 92 4K 1800 QAM 4096 1128 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33 Locked 42 4.5 953315558 2 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 50 5120 QAM 32 1 1 43100000 50 5120 QAM 32 2 2 36600000 49.8 5120 QAM 32 3 3 30100000 49.5 5120 QAM 32 4 4 23600000 49.3 5120 QAM 32 9 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 3 0 1 ATDMA 0 0 1 0 2 ATDMA 0 0 1 0 3 ATDMA 0 0 11 0 4 ATDMA 0 0 5 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 12 10.4 45.5 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 12 OFDMA 208 74000000 0 0