Help with Intermittent Connection Issues Please.
 

Hi,

I have a strange issue with my connection over the last couple of weeks I've been experiencing the following. A lack of connection to any site. By that I mean nothing, total loss of service. So far it's happened in the early afternoon ie: 1300hrs then again from 1500 now its started at 1700 apart from one bout this morning where at 0130 I lost my connection and was unable to do anything again. It's not just an issue for this week either, its been going on for around a fortnight.

I've phoned Tech Support over these issues and have received the same information that its a 'problem with equipment outside virgin media, it will be solved in a weeks time'. That's a rough translation of two very faint telephone calls I've made to 'Tech Support' and ended up speaking to what sounded like some guy with a thick accent a million miles away.

What do I need to provide to have someone determine what's wrong with my connection?

My Cable Modem Even Log says the following:

It wasn't working for me for the time between 1700 today and 1900 this evening. A call to Tech Support I was advised to remove the wires from my modem. However I had to advise him I was unable to get behind the modem due to disability so apart from pulling the power cable that was all I could do. It was then that he told me of some 'virgin media equipment problem' with a 7 day window to fix, until then I just had to put up with it.

My Downstream reads:

My Upstream reads:


I am just trying to find out what's wrong and is the timeline to correction consistent?

Many thanks for your time.

Re: Help with Intermittent Connection Issues Please.
 

There is an upstream problem in your area. Hopefully they'll get it fixed toute suite.

For future reference for others, you can tell there's an upstream problem by this:

The Advanced Spectrum Management has had to kick in and downgrade the upstream to QPSK as the network is currently not able to support 16QAM in that area.

Re: Help with Intermittent Connection Issues Please.
 

Ah that's a relief at least I now know that its nothing I can do and it's like the Tech Support guy gentleman said at virgins end.

Thank you for putting my mind at rest.

Re: Help with Intermittent Connection Issues Please.
 

Hi Ignition, can you tell me if there are any issuses in the the Harlow CM20 area please?

My upstream has slowly risen/dropped again aswell as my downstream power levels which have made online gaming unplayable as my modem has to work far to hard to send and recieve time sensitive data.

I haven't actually lossed my service yet but feel it could drop out completely if the power levels get any worse, have called Virgin Media many times recently and have had more than 4 technicians in the past 7-8 months to my house to see what can be done, all cabling and splitters have been changed to the most recent and the technicians say there's nothing more that they can do?

Any help or suggestions would be greatly appreciated.

Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 29200000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 59.0 dBmV
Upstream Mini-Slot Size : 2


Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 403000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -11.4 dBmV
Downstream SNR : 35.6 dB

Re: Help with Intermittent Connection Issues Please.
 

Upstream power level too high, downstream power level too low. You need perhaps a repull with a lower loss cable to improve your power levels. Either way there should most certainly be something they can do about it, there are amplifiers that can be installed or other options.

Contact the CEO's office. If they can't supply a robust service they shouldn't be serving you.

Re: Help with Intermittent Connection Issues Please.
 

Thanks for the reply Ignition, I'm aware of my power levels being on the edge of things and was just wondering if there were any issues in my area since when my levels changed they changed by 3-4 dVmB each time, when Virgin Media prepared for the 50Mb upgrade in my area my levels dropped (3-4dVmB) and I required an engineer visit and have had several since then and about 7 days ago my power levels dropped again (3-4dVmB)

If you could PM me the CEO's name and address so I can ask for a repull I will be greatful to you, have been a customer since day 1 when it was Anglia Cable and that's the same cable from about 17 years ago but tbh I'm not sure that's the problem.

Power levels are better at the front of the house on the 1st V+ and standard Vbox but I'm at the back of the house and I get split off of that and that's where I lose out on the service because that's where my V+ and my modem (250 model) need to be situated.

Is it possible to have another cable run to my property from the street cabinet so i don't get split from the original 17 year old cable and lose power levels? There are 3 splitters in my house redirecting the connection and I'm thinking that another slighty longer cable going to the back of my property could rectify this as there would be much less loss due to the splitters not reducing the levels.

All suggestions are welcomed appreciated.

Re: Help with Intermittent Connection Issues Please.
 

PM sent.

Re: Help with Intermittent Connection Issues Please.
 

PM received.

Thankyou very much for the help.

Re: Help with Intermittent Connection Issues Please.
 

You're welcome, let us know the outcome.

Re: Help with Intermittent Connection Issues Please.
 

Will do but I'm gonna wait 'til the weather cools to see if the values settle down again first, I'm far from able at the moment so playing online games is actually something that's to uncomfortable atm so this issue I have isn't that high up on my list of priorities unless I actually lose connection completely.

I can surf and download still so I'm not overly fussed right now, but will keep you informed of progress as and when.

Re: Help with Intermittent Connection Issues Please.
 

Update:

Just had a Technician visit to replace my Samsung V+ which died an LD40 related death, he checked my power levels and managed to get me back at 55db for my return path.

He explained that the reason my levels dropped was because a new customer had been connected and I had been moved to a lower Tap or something.

Anyways, I guess I probably won't require any more work done as I'm now happy with my service again. If it remains okay then I'll give you the other 1%

Thanks again for the suggestions and a Thankyou to Adam (Tech who visited) aswell.

Re: Help with Intermittent Connection Issues Please.
 

Anyone having problems with email in the past 24 hours?

Internet access is 100%, obviously, but @blueyonder.co.uk is more off than on.

I'm in Edinburgh.

Thanks.

Re: Help with Intermittent Connection Issues Please.
 

When I rang Virgin yesterday there was a recorded message stating that there may be a problem with email and that they're working to resolve the issue asap.

Can't access mine atm either, hopefully it'll be back up soon.

Re: Help with Intermittent Connection Issues Please.
 

Just received a LOT of email, so seems to be back, for now.

Appreciate your help!