Forum Discussion

Impound9140's avatar
Impound9140
On our wavelength
5 months ago

Suddenly slow upload, packet loss

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).

18 Replies

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    • Impound9140's avatar
      Impound9140
      On our wavelength
      5 months ago

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

  • Tudor's avatar
    Tudor
    Very Insightful Person
    5 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's avatar
      Impound9140
      On our wavelength
      5 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's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        5 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.

    • Impound9140's avatar
      Impound9140
      On our wavelength
      5 months ago

      I restarted the Hub so many times the last 24 hours are not significant, I'll give it another 24 hours.

  • Impound9140's avatar
    Impound9140
    On our wavelength
    5 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.

  • Impound9140's avatar
    Impound9140
    On our wavelength
    5 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's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      5 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's avatar
    Impound9140
    On our wavelength
    5 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.