Could anyone who works for Virgin help me? 50meg intermittency

[Stabhappy]

Hey and thanks for reading.

Over the past few weeks I have observed that the power levels on my modem are getting rather high, and as I expected thismorning was the first of my downtimes. It lasted approximately 5 hours and has interfered with my work.

I called up the support number (150 on the virgin phone) and spoke to a nice lady with a foreign accent who ran a few tests and concluded that because the cable modem is not currently offline it must be in perfect working order.

As you will see from the copy and pasted data below, both upstream and downstream are in such a way that I'm amazed that the modem is even online at all. Originally, the power levels were 2~3dBmV into the correct direction (lower for downstream, higher for upstream) and it has been a very gradual change.

Would it be possible to arrange for someone to contact me or to arrange a virgin engineer visit? I would normally use the newsgroups but a friend told me a few weeks back that support has been dropped which is a shame (provided it's true).

Please find below the information:

Frequency 299000000 307000000 315000000 323000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 25 26 27 28
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) 15.22 14.94 14.35 14.65
RxMER
(dB) 35.60 35.60 35.60 35.97
Correctable
Codewords 141 126 96 47
Uncorrectable
Codewords 312 271 278 269

Channel Type 2.0 N/A N/A N/A
Channel ID 6 N/A N/A N/A
Frequency
(Hz) 35800000 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) 5120 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 32.75 N/A N/A N/A
T1 Timeouts 2 2 2 2
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

Thanks for any help. I also read somewhere there is a direct line for 50meg support. Do they use the same tools as overseas support or are they actually able to help me further?
If they are able to help, could someone please share the information on how to contact them

Thanks very much

[Wayfair]

Customer Zone is running..

Might be a better option for you.

http://community.virginmedia.com/t5/Up-to-50Mb-broadband/bd-p/50mb

[Stabhappy]

Thanks for the link, looks helpful. I'll pop on over and see if I can get some support :).

Edit: Ooo, I now have 5mb upload - perhaps this is the reason for the downtime? Power levels are still of a concern though of course.

[pip08456]

Your upload upgrade is the most likely reason for the downtime.

Yes your power levels are out and will need looking at.

50Mb support number 0800 052 0431 but remember if busy gets sent offshore so best to ring early in morning (after 08.00)

Customer Zone - up to 3 days for a reply from time of last post in your thread so don't bump it.

[jb66]

They are out of spec but they are not worth a tech visit, its the opposite that causes issues, low downstream and high upstream.

If you see an installer or service van you could ask him for a FAT10db attenuator

[Sephiroth]

They are out of spec but they are not worth a tech visit, its the opposite that causes issues, low downstream and high upstream.

If you see an installer or service van you could ask him for a FAT10db attenuator

Good call.