Extremley Poor Service last 2 days on 50MBit - Page 3

Electric Warrior · 05-07-2009, 18:15

This is not just the 50Mbit service in the Brighton area that is affected. I'm on the 20Mbit service in Portslade area of Brighton, and it's been intermittent with lost connections and slow browsing since Thursday, and it's bad again now on Sunday afternoon. I've made at least 8 calls to Virgin since Thursday, and at first they denied it was an area problem, but last night they acknowledged that it was, and that they were still working on it. I also have an engineer booked for Wednesday, although I'm sure there's nothing up with my modem etc.

HSp8 · 05-07-2009, 22:31

I'm in Brighton on the 50Mb, and been having this problem for a few days

been away for the last 36 hours, but when I got back this afternoon the problem is still there - goo dto know it's not just me

Here are my details

Downstream
Frequency 298750000 306750000 314750000 N/A
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y N/N/N
Channel Id 60 61 62 N/A
Modulation 256QAM 256QAM 256QAM N/A
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 N/A
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 N/A
Power Level
(dBmV) 7.33 7.53 7.39 N/A
RxMER
(dB) 38.61 39.40 39.40 N/A
Correctable
Codewords 0 1 0 N/A
Uncorrectable
Codewords 280 928 333 N/A

Upstream
Channel Type 1.0 N/A N/A N/A
Channel ID 2 N/A N/A N/A
Frequency
(Hz) 45808000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 57.25 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 34 0 0 0
T4 Timeouts 0 0 0 0

Peter_ · 05-07-2009, 22:53

Quote:

Originally Posted by HSp8

Power Level
(dBmV) 57.25

That Upstream is on the high side and if you are having any connection issues then I would recommend calling up tomorrow morning after 0800 and here is the 50Mb support contact number below.

----------------------------------------------------------------------------
50Mb support line number.

0800 052 0431

Do not call if not 50Mb as you will be asked to hang up as the is no facility to transfer you to Broadband Support.

----------------------------------------------------------------------------

HSp8 · 06-07-2009, 09:49

Quote:

Originally Posted by Moldova

That Upstream is on the high side and if you are having any connection issues then I would recommend calling up tomorrow morning after 0800 and here is the 50Mb support contact number below.

----------------------------------------------------------------------------
50Mb support line number.

0800 052 0431

Do not call if not 50Mb as you will be asked to hang up as the is no facility to transfer you to Broadband Support.

----------------------------------------------------------------------------

thanks Moldova - will call today.

Is there any point me calling them when I'm at work and so no access to modem/router?

PowerUser · 06-07-2009, 10:12

New Readings this morning From Brighton.
Look Even worse to me.

Cable Modem Downstream
Power Level
(dBmV) 7.40 6.64 8.20 N/A

RxMER
(dB) 38.61 38.61 39.40 N/A

Cable Modem Upstream

Power Level
(dBmV) 48.50 N/A N/A N/A

T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 73 0 0 0
T4 Timeouts 0 0 0 0

73 Timeouts !!!!!.....

is that normal
And power levels for downstream are even higher

06-07-2009, 10:22

PowerUser have you called this number 0800 052 0431 ?

PowerUser · 06-07-2009, 10:31

Quote:

Originally Posted by xocemp

PowerUser have you called this number 0800 052 0431 ?

Yes, They have told me that the issues in my area have been resolved.

06-07-2009, 12:52

Then you need to call again because both the upstream and downstream are poor.
And if the 50Mbit team tell you otherwise then they clearly need retraining.

chamelion · 06-07-2009, 12:59

hey guys,

whats the acceptable power levels for upstream/downstream?
I upgraded to 50meg, i get quite a variance in service levels from 20mbit (what i had) up to 40mbit, haven't seen above 40mbit really.
Here are my levels:

06-07-2009, 13:35

+7 to -3 dBmV.
Closer to 0 the better

Upstream

Upstream signal levels (from the modem) should be between 35 and 54dBmV.
40 would be ideal

chamelion · 06-07-2009, 13:42

Quote:

Originally Posted by xocemp

+7 to -3 dBmV.
Closer to 0 the better

Upstream

Upstream signal levels (from the modem) should be between 35 and 54dBmV.
40 would be ideal

odd. my downstream parameter is fine, but that's where i suffer most. upstream i'm below your range yet i get a perfect uplink...

frogstamper · 06-07-2009, 17:29

Hi guys, after a terrible start to the day with numerous dropouts I rang CS "again" and they eventually agreed to send a engineer out on Wednesday, this was about 10.30am.
Since 13.00 my connection has been good, no dropouts can maintain a connection to xbox-live and browsing is back to normal speeds...sods law this should happen as soon as I get confirmation an engineer is coming out!!
Anyway fingers crossed for the rest of you Brightonians who are suffering out there, hopefully whatever was wrong is or has been fixed.
I'll wait to the morning and if its still fine I'll ring and cancel the engineer.

PS Whilst waiting for CS on the phone the automated voice did say there were problems in the BN14 area of Brighton, that was at about 11.00, I'm not sure where abouts that is in Brighton, but maybe by fixing that it has hopefully helped us all.

Sooty Baxter · 06-07-2009, 19:40

The connection has been fine this afternoon (Brighton) but went down to an unusable state again at about 5pm. Phoned 0800 052 0431 and "James" told me he could see that my modem had dropped connection about 150 times in the last few days! My event log lists a number of T3 time-outs and No Ranging Responses...but not 150. The outcome is that I have a tech coming on Wednesday evening - he,no doubt, will find no problem! I wonder if it could be the modem - also, my upsteam is 56.75 dBmv - this is a little high I think. They have already fitted a 3Db filter to the line. We shall see!

frogstamper · 07-07-2009, 00:04

Well midnight now an entire evening on Xbox-live and no dropouts

fingers crossed it stays this way.

PowerUser · 07-07-2009, 08:22

HI Guys

Even though My internet browsing seems fine and xbox Live seems stable at the moment. I've got even higher power levels today.

Power Level
(dBmV) 8.31 7.63 9.03 N/A

I thought that nearer to 0 the better..!!!..
At least there are no timeouts logged today!..

I still have an enginner coming around, I can't take the chance. I still feel that the infrastructure in my area is really poor. I've had dropouts/timouts before the Whole of Brighton had this incident.

If they find nothing wrong. Then I'm only left with the option of leaving Virgin Media. Which I don't want to do as I'm too far from the local telephone exchange to get any kind of reasonable service. The CS Guy in liverpool suggested I make all of the problems I've had over the last 4 weeks made clear to the engineer. Then maybe, just maybe they will look at the infrastructure/equipment further down the line.

Who knows..If enough people from Brighton Used this site and got together over our god awful infrastucture then maybe the higher powers at VM may just listen and look into it.

UPDATE: Just had my first Timeout at 8.29am and it screwed up my Xbox Live connection..

Weeee.. Here we go, Here we go. Here we go.. Heeerrr wee Gooooo