Issues for years

[Danbeasant]

Hi,

I wonder if anyone would be able to advise. I've had ongoing issues with my VM service for years. The issue is, despite many VM engineers visiting the issues remain. I dont know how to escalate this, as I've been told everything from "leave it a few days, it will sort itself out" by the call centre, to "our equipment in that cabinet is very old and they aren't going to replace it for the few people who run off that cab, sorry I wish they would, because we keep getting called out" by an engineer, to "your signal looks perfect, whilst the TV is sat there pixelated and breaking up". If the signal to my property is fine, is there an issue further in the network somewhere? I just can't keep paying £100 a month, for a TV service that cuts out constantly and broadband with massive packet loss at times. The hub 5 will stay connected and not report any signal issues when I check the status, but running a ping to Google will just intermittently time out at times. When I run the test from the service status, it reports no issues either, but I'm sat there connected via ethernet to the hub 5 seeing 2-3 out of each 10 pings timeout.

Today I had a really friendly engineer out again. He replaced all the internal cabling. Checked the box on the outside wall, and looked at the cabinet. Like the rest, when he arrived, he tested it said my signal was perfect. Two minutes after he left, the TV is pixelated again, sound breaking up, basically unwatchable. It's not every channel though and never has been, it's always been limited to some channels like Blaze. The broadband is stable at the moment. All these issues are worse in the evening and with bad weather.

My current hub status:

3.0 Downstream channels

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

1	459000000	1.1	43	QAM 256	7
2	411000000	0.1	43	QAM 256	1
3	419000000	0.4	43	QAM 256	2
4	427000000	0.7	43	QAM 256	3
5	435000000	0.7	43	QAM 256	4
6	443000000	0.7	43	QAM 256	5
7	451000000	1	43	QAM 256	6
8	467000000	1.2	43	QAM 256	8
9	475000000	1.4	43	QAM 256	9
10	483000000	1.3	43	QAM 256	10
11	491000000	1.5	43	QAM 256	11
12	499000000	1.5	44	QAM 256	12
13	507000000	1.9	44	QAM 256	13
14	515000000	1.9	44	QAM 256	14
15	523000000	2	44	QAM 256	15
16	531000000	1.9	44	QAM 256	16
17	539000000	2	44	QAM 256	17
18	547000000	2.1	44	QAM 256	18
19	555000000	2.1	44	QAM 256	19
20	563000000	1.8	44	QAM 256	20
21	571000000	1.8	44	QAM 256	21
22	579000000	1.6	43	QAM 256	22
23	595000000	1.7	44	QAM 256	24
24	603000000	1.5	44	QAM 256	25
25	611000000	1.2	43	QAM 256	26
26	619000000	1.1	43	QAM 256	27
27	627000000	1	43	QAM 256	28
28	635000000	1	43	QAM 256	29
29	643000000	0.9	42	QAM 256	30
30	651000000	0.9	43	QAM 256	31
31	659000000	1	43	QAM 256	32

3.0 Downstream channels

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

1	Locked	43	1	0
2	Locked	43	1	0
3	Locked	43	0	0
4	Locked	43	0	0
5	Locked	43	1	0
6	Locked	43	0	0
7	Locked	43	0	0
8	Locked	43	0	0
9	Locked	43	0	0
10	Locked	43	1	0
11	Locked	43	0	0
12	Locked	44	0	0
13	Locked	44	0	0
14	Locked	44	0	0
15	Locked	44	0	0
16	Locked	44	0	0
17	Locked	44	0	0
18	Locked	44	0	0
19	Locked	44	0	0
20	Locked	44	0	0
21	Locked	44	2	0
22	Locked	43	1	0
23	Locked	44	2	0
24	Locked	44	3	0
25	Locked	43	0	0
26	Locked	43	0	0
27	Locked	43	3	0
28	Locked	43	1	0
29	Locked	42	1	0
30	Locked	43	0	0
31	Locked	43	2	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33

Locked

44

0.7

6305427

0

3.0 Upstream channels

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

0	49600000	44.8	5120	QAM 64	5
1	43100000	44.3	5120	QAM 64	6
2	36600000	43.8	5120	QAM 64	7
3	30100000	43.3	5120	QAM 64	8
4	23600000	43.5	5120	QAM 64	11

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

12

10.4

40.7

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

Many thanks