My upload speed (usually in the 90s) has been garbage for several days now, around 40 but often less.Furthermore, I get constant packet loss ranging from 1 to 5% which creates tangible problems in real time applications.I called tech support and they have been thoroughly useless as per tradition. They told me they "sent boosting signals" (exact quote) and I should see if that helps and call in a week from now. Which is BS.What are the possible troubleshooting steps (skipping the usual "restart your hub" crap, I am a software engineer).

Hello Impound9140. Thanks for replying, we're sorry to hear the upload speeds are still not what they should be. Looking at your area we do have an SNR issue which would be the cause. This is logged under reference number F011603330 and is due to be fixed on 11 Dec 2024 at 12:12. You can get updates here or if you like just pop back on here and quote the reference number above. We're sorry for any inconvenience this is causing you. Gareth_L

Check for local faults on 0800 561 0061

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.VM will not dispatch any technicians while an area fault exists.If no area faults found:The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

"It looks like there aren't any issues in your area" which I had already checked online.

Tudor wrote:Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.VM will not dispatch any technicians while an area fault exists.If no area faults found:The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. Already called them, they gave me some BS about "sending a boosting signal", which doesn't mean anything, and patronized me saying that I shouldn't expect the upload speed to match the download speed, clearly having listened to precisely zero of what I calmly said.

Suddenly slow upload, packet loss | Virgin Media Community

18 Replies

Cardiffman282
Community elder
10 months ago
Check for local faults on 0800 561 0061
- Impound9140
  On our wavelength
  10 months ago
  "It looks like there aren't any issues in your area" which I had already checked online.
Tudor
Very Insightful Person
10 months ago
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
VM will not dispatch any technicians while an area fault exists.
If no area faults found:
The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
- Impound9140
  On our wavelength
  10 months ago
  Tudor wrote:
  Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
  VM will not dispatch any technicians while an area fault exists.
  If no area faults found:
  The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
  Already called them, they gave me some BS about "sending a boosting signal", which doesn't mean anything, and patronized me saying that I shouldn't expect the upload speed to match the download speed, clearly having listened to precisely zero of what I calmly said.
  - Robert_P
    Forum Team
    10 months ago
    Hello Impound, we can see you have raised the same query in another thread on the forum. We ask to not raise the same issue in multiple threads to help ensure all of the details are kept in one place, we have responded to your post in the other thread and would ask you to reply there only. Thank you.
legacy1
Alessandro Volta
10 months ago
Lets see a BQM
Broadband Quality Monitor | thinkbroadband
- Impound9140
  On our wavelength
  10 months ago
  I restarted the Hub so many times the last 24 hours are not significant, I'll give it another 24 hours.
Impound9140
On our wavelength
10 months ago
The engineer came (thanks RobertP for arranging), restored the speed to somewhere around 65-70, in a matter of hours it went to 30-ish (I am supposed to get 3x that). In the meantime I tried resetting the Hub 5 and putting it back in router mode, just in case (in my experience, it never fixes anything).
I think I just got a solid and tangible downgrade when it comes to upload speed. There's nothing wrong with my signal levels, maybe the area is just oversubscribed.
legacy1
Alessandro Volta
10 months ago
But do you need 100Mb upload any way?
- legacy1
  Alessandro Volta
  10 months ago
  Did you setup a BQM?
- Impound9140
  On our wavelength
  10 months ago
  Yes I do.
Impound9140
On our wavelength
10 months ago
Did you setup a BQM?
Yup, but I'm sure it's blood red now because the engineer went and I reset and restarted the Hub tens of times. Let's wait 24 hours.
- Gareth_L
  Forum Team
  10 months ago
  Hello Impound9140.
  
  Thanks for replying, we're sorry to hear the upload speeds are still not what they should be.
  
  Looking at your area we do have an SNR issue which would be the cause.
  
  This is logged under reference number F011603330 and is due to be fixed on 11 Dec 2024 at 12:12.
  
  You can get updates here or if you like just pop back on here and quote the reference number above.
  
  We're sorry for any inconvenience this is causing you.
  
  Gareth_L
  - Impound9140
    On our wavelength
    10 months ago
    Thanks.
Impound9140
On our wavelength
10 months ago
Fixed now.
Faults happen, I have a high degree of tolerance for occasional disservice that gets resolved reasonably quickly, and I have only positive things to say about the technicians you dispatch to my property.
I just wish I didn't have to drown in utter B.S. each time there is an obvious problem, interact with random people on a forum rather than proper technical support over the phone, be forced to issue ultimatums, play hardball by calling the retention department, etc. It would be great if you just fixed the problem without days of useless crap.