r/VirginMedia

Hi guys,we moved into a flat two days ago and have virgin media fibre from our old house. Our previous home had a wall socket with the push in connector but as you can see from the pictures this one is different. Not got a clue how to sort out the wiring or where I'm going wrong in set up. Any help will be most appreciated 👍. Thanks a lot

Hi all, hoping someone might have something we can try as we're getting nowhere with VM.

My mum has had a blueyonder email address for 20+ years and uses it everyday. On Wednesday, she suddenly lost access to it entirely, if she tries to log in, it says "We couldn't log on to the incoming IMAP server. Please check your email and password and try again" (using Outlook). She can't send or receive any emails.

I assume this has something to do with VM migrating old emails over to Junara, however, she's had no communication of this or warning and even so, there's supposed to be a 45 day window from 9th September before anything happens. There's also a 120 day window to support customers who need help during the migration process but this support doesn't seem to exist for us.

We've spoken to VM but they're not particularly interested in helping and said they can't do much as we're not their customers anymore. She's been directed back to [their announcement](https://news.virginmediao2.co.uk/helping-customers-understand-upcoming-changes-to-their-virgin-media-email-services/) which isn't helpful as she can't do the things it suggests (see below).

Option 1: Sign up and move their existing email service to Junara - can't be done as you need access to your email address to do this.

Option 2: Download their emails and data and move to another provider of their choice - can't be done as she can no longer log in

Option 3: Close their existing Virgin Media email account - also can't be done because she can't log in, but she also wants to keep the email address

If anyone knows of anything or has any suggestions we'd really appreciate it 🙏

Sorry if this is a daft post; I've no idea how WiFi works!

Virgin just sent us a hub 5 to replace the old hub 3 that was there when we moved in.

The coaxial cable plugged into the old hub via a 6db forward path attenuator (see picture). I googled what that does, but the explanation went over my head a bit. As far as I can tell it lowers a signal that's too strong for the hub?

I've plugged the cable into the new hub via the attenuator on the basis that someone put it there for a reason. The internet works, but I'm wondering if the attenuator is strictly necessary on a newer hub.

So my questions are:

• Does the hub 5 still need an attenuator if the hub 3 did?
• If not, should I remove it? Logically I'd have thought lowering the signal strength would give me a slower internet connection?

Hi there, I would like to know if my power levels should get looked at by a tech, a few years ago I had to move my hub upstairs I used webro hd triple screened cable and ppc compression fittings, it was extended by about 3m to the isolator then about 2m to the hub, it has always had an attenuator on it for over 20 years but that is just plain silver and has no markings on it, the cabinet is over a 100m at the top of my road.

Can the isolator make a difference as that was fitted over 20 years ago?

Thank you for the help.

3.0 Downstream channels

Channel Frequency (Hz) Signal Power (dBmV) Signal-to-Noise Ratio (dB) Modulation Channel ID

1 179000000 3.1 42 QAM 256 6

2 139000000 5.2 42 QAM 256 1

3 147000000 5.1 42 QAM 256 2

4 155000000 4.6 42 QAM 256 3

5 163000000 3.9 42 QAM 256 4

6 171000000 3.4 42 QAM 256 5

7 187000000 3.1 42 QAM 256 7

8 195000000 3 42 QAM 256 8

9 203000000 2.7 42 QAM 256 9

10 211000000 2.6 42 QAM 256 10

11 219000000 2.1 41 QAM 256 11

12 227000000 1.8 41 QAM 256 12

13 235000000 1.5 41 QAM 256 13

14 243000000 1.1 41 QAM 256 14

15 251000000 0.6 41 QAM 256 15

16 259000000 0.3 41 QAM 256 16

17 267000000 0.3 40 QAM 256 17

18 275000000 0.3 41 QAM 256 18

19 283000000 0.1 41 QAM 256 19

20 291000000 0.3 40 QAM 256 20

21 299000000 0.8 40 QAM 256 21

22 307000000 0.9 40 QAM 256 22

23 315000000 -1.2 40 QAM 256 23

24 323000000 -1.3 40 QAM 256 24

25 331000000 -1.4 40 QAM 256 25

26 339000000 -1.3 40 QAM 256 26

27 347000000 -1.4 40 QAM 256 27

28 355000000 -1.6 40 QAM 256 28

29 363000000 -1.9 40 QAM 256 29

30 371000000 -2 40 QAM 256 30

31 379000000 -1.8 40 QAM 256 31

32 387000000 -1.9 40 QAM 256 32

3.0 Downstream channels

Channel Locked Status Received Modulation Error Ratio (dB) Pre Reed–Solomon Errors Post Reed–Solomon Errors

1 Locked 42 0 0

2 Locked 42 0 0

3 Locked 42 0 0

4 Locked 42 0 0

5 Locked 42 0 0

6 Locked 42 0 0

7 Locked 42 0 0

8 Locked 42 0 0

9 Locked 42 0 0

10 Locked 42 0 0

11 Locked 41 0 0

12 Locked 41 0 0

13 Locked 41 0 0

14 Locked 41 0 0

15 Locked 41 0 0

16 Locked 41 0 0

17 Locked 40 0 0

18 Locked 41 0 0

19 Locked 41 0 0

20 Locked 40 0 0

21 Locked 40 0 0

22 Locked 40 0 0

23 Locked 40 0 0

24 Locked 40 0 0

25 Locked 40 0 0

26 Locked 40 0 0

27 Locked 40 0 0

28 Locked 40 0 0

29 Locked 40 0 0

30 Locked 40 0 0

31 Locked 40 0 0

32 Locked 40 0 0

3.1 Downstream channels

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

159 94 4K 1840 QAM 4096 1108

3.1 Downstream channels

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

159 Locked 32 -12.8 14549571 29686482

ChatGPT said:

Yes — the DOCSIS 3.0 levels look very good, but the DOCSIS 3.1 channel is concerning, specifically the MER and error counts.

DOCSIS 3.0

Your downstream power ranges from +5.2 to -2.0 dBmV, which is excellent. The slight downward slope across frequency is normal.

Power: excellent

SNR/MER: 40–42 dB, excellent for QAM256

All channels: locked

Pre-RS errors: 0

Post-RS errors: 0

So there's nothing concerning here.

DOCSIS 3.1 — this is the interesting part

Your 3.1 channel reports:

PLC power: -12.8 dBmV → quite low

RxMER: 32 dB → low for a 4096-QAM active profile

Corrected errors: 14,549,571

Uncorrectable errors: 29,686,482 → the big red flag

The uncorrectable errors mean the modem is receiving data on that OFDM channel that it cannot successfully correct. If those numbers are accumulating rapidly, that can absolutely correlate with packet loss, latency spikes, or intermittent speed issues.

The unusual thing is that your DOCSIS 3.0 channels are essentially pristine while the 3.1 OFDM channel isn't. That points more toward an issue affecting the higher-frequency/OFDM portion of the downstream spectrum, rather than a general downstream signal-level problem.

One important caveat

The error counters are cumulative. 29.7 million sounds enormous, but the number by itself doesn't tell us how bad the problem currently is. We need to know whether it's increasing quickly.

I'd do this:

Note the current 3.1 corrected/uncorrectable counts.

Leave the Hub running for 30–60 minutes without rebooting it.

Check the counts again.

If the uncorrectable count has jumped substantially, that's much more significant.

Also send me your DOCSIS 3.0/3.1 upstream channels. That's the other half of the picture, and with Gig1 I can then assess the whole RF connection and tell you whether I'd call Virgin Media about it.