I have absolute 0 upload speed & a wide range of download speeds that just seems to stop since Saturday morning. I've checked all cabling even though I've not touched it for weeks. I've gone to Virgins site & did the check & it came back saying there's an issue in my postcode that's effecting my broadband service. Engineers are aware & currently trying to resolve the problem & to check back later for updates. Well, I'm now on my 4th day with no internet because it's not usable at all. Which means I have no TV, because I get my TV service through my broadband. I have no streaming services, I can barely get this forum to load. What I find odd, everything was working perfectly up until 8:30am on Saturday morning, but everything went back to working perfectly at exactly 11pm. And it did it again on Sunday, Monday & today. Why is this problem happening between 8:30am & 11pm each day? I just don't get why it seems to start & then stop exactly at those times each day. Makes me think my service is being throttled to make room for others & if so I'm done. I'm sorry but this close to Christmas with kids at home end of the week for 2 weeks amongst everything else, it's not acceptable at all. This is what I've had to put up with for 4 days now & I've been told nothing of when this will be fixed. I'm disgusted with the service & I can't even get though to customer services because I keep being told engineers are working on it. Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID1331000000740256 qam252235000000740256 qam133243000000740256 qam1442510000006.840256 qam1552590000006.640256 qam166267000000740256 qam177275000000740256 qam188283000000740256 qam1992910000007.140256 qam20102990000007.640256 qam21113070000007.540256 qam22123150000007.340256 qam23133230000007.140256 qam2414339000000740256 qam2615347000000740256 qam27163550000006.940256 qam28173630000006.440256 qam29183710000006.340256 qam30193790000006.540256 qam31203870000006.840256 qam32214910000005.540256 qam33224990000005.840256 qam34235070000005.640256 qam35245150000005.340256 qam36Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors1Locked40.3702Locked40.3603Locked40.3904Locked40.9705Locked40.3706Locked40.3507Locked40.31008Locked40.9409Locked40.36010Locked40.37011Locked40.34012Locked40.35013Locked40.36014Locked40.99015Locked40.37016Locked40.33017Locked40.96018Locked40.35019Locked40.93020Locked40.98021Locked40.31022Locked40.914023Locked40.39024Locked40.9100Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID14960000040512032 qam922360000040512032 qam1333010000040512032 qam1243660000039.8512032 qam1154310000040512032 qam10Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts1ATDMA00002ATDMA00303ATDMA0051024ATDMA00205ATDMA0000

Upstream channels QAM values are off (32, when it should be 64).Lots of T3 timeouts which does suggest a local outage. Not much you can do about it!

Someone in your area has a bad cable and they turn their hub on and off at them times looks like

legacy1 wrote:Someone in your area has a bad cable and they turn their hub on and off at them times looks likeWe'll need to start referring to you as 'Septic Peg'.

...whatever remains however improbable must be the truth

And like clockwork, I thought I'd be on to test again. Something isn't right at all..

VsUK

On our wavelength

2 years ago

Unstable patchy speeds with no upload speed.

I have absolute 0 upload speed & a wide range of download speeds that just seems to stop since Saturday morning.
I've checked all cabling even though I've not touched it for weeks. I've gone to Virgins site & did the check & it came back saying there's an issue in my postcode that's effecting my broadband service. Engineers are aware & currently trying to resolve the problem & to check back later for updates. Well, I'm now on my 4th day with no internet because it's not usable at all. Which means I have no TV, because I get my TV service through my broadband. I have no streaming services, I can barely get this forum to load.

What I find odd, everything was working perfectly up until 8:30am on Saturday morning, but everything went back to working perfectly at exactly 11pm. And it did it again on Sunday, Monday & today. Why is this problem happening between 8:30am & 11pm each day? I just don't get why it seems to start & then stop exactly at those times each day. Makes me think my service is being throttled to make room for others & if so I'm done. I'm sorry but this close to Christmas with kids at home end of the week for 2 weeks amongst everything else, it's not acceptable at all.

This is what I've had to put up with for 4 days now & I've been told nothing of when this will be fixed. I'm disgusted with the service & I can't even get though to customer services because I keep being told engineers are working on it.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	7	40	256 qam	25
2	235000000	7	40	256 qam	13
3	243000000	7	40	256 qam	14
4	251000000	6.8	40	256 qam	15
5	259000000	6.6	40	256 qam	16
6	267000000	7	40	256 qam	17
7	275000000	7	40	256 qam	18
8	283000000	7	40	256 qam	19
9	291000000	7.1	40	256 qam	20
10	299000000	7.6	40	256 qam	21
11	307000000	7.5	40	256 qam	22
12	315000000	7.3	40	256 qam	23
13	323000000	7.1	40	256 qam	24
14	339000000	7	40	256 qam	26
15	347000000	7	40	256 qam	27
16	355000000	6.9	40	256 qam	28
17	363000000	6.4	40	256 qam	29
18	371000000	6.3	40	256 qam	30
19	379000000	6.5	40	256 qam	31
20	387000000	6.8	40	256 qam	32
21	491000000	5.5	40	256 qam	33
22	499000000	5.8	40	256 qam	34
23	507000000	5.6	40	256 qam	35
24	515000000	5.3	40	256 qam	36

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	7
2	Locked	40.3	6
3	Locked	40.3	9
4	Locked	40.9	7
5	Locked	40.3	7
6	Locked	40.3	5
7	Locked	40.3	10
8	Locked	40.9	4
9	Locked	40.3	6
10	Locked	40.3	7
11	Locked	40.3	4
12	Locked	40.3	5
13	Locked	40.3	6
14	Locked	40.9	9
15	Locked	40.3	7
16	Locked	40.3	3
17	Locked	40.9	6
18	Locked	40.3	5
19	Locked	40.9	3
20	Locked	40.9	8
21	Locked	40.3	1
22	Locked	40.9	14
23	Locked	40.3	9
24	Locked	40.9	10

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	49600000	40	5120	32 qam	9
2	23600000	40	5120	32 qam	13
3	30100000	40	5120	32 qam	12
4	36600000	39.8	5120	32 qam	11
5	43100000	40	5120	32 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0
2	ATDMA	3	0
3	ATDMA	510	2
4	ATDMA	2	0
5	ATDMA	0	0

carl_pearce
Community elder
2 years ago
Upstream channels QAM values are off (32, when it should be 64).
Lots of T3 timeouts which does suggest a local outage. Not much you can do about it!
legacy1
Alessandro Volta
2 years ago
Someone in your area has a bad cable and they turn their hub on and off at them times looks like
- carl_pearce
  Community elder
  2 years ago
  legacy1 wrote:
  Someone in your area has a bad cable and they turn their hub on and off at them times looks like
  We'll need to start referring to you as 'Septic Peg'.
legacy1
Alessandro Volta
2 years ago
...whatever remains however improbable must be the truth
VsUK
On our wavelength
2 years ago
And like clockwork, I thought I'd be on to test again. Something isn't right at all..
legacy1
Alessandro Volta
2 years ago
Setup a BQM and see what happens 8:30am
Broadband Quality Monitor | thinkbroadband
VsUK
On our wavelength
2 years ago
No idea what BQM is, but I checked this morning & it wasn't working at 6am so that's that.
But I got an sms this morning saying this.
Virgin Media Outage Update - Description: Service update. Broadband, Voice and TV fault F011125538. The latest update we have is: We have identified the problem and an engineer is on their way. The estimated repair time is now: 20/12/2023 15:00:00. The Virgin Media Team.- ID: F011125538. Best wishes, the Virgin Media Team.

Then I got another one just an hour ago saying the same thing, but 26/12/2023 18:00:00. I sincerely hope this is just a typo, because if I'm going to have no internet, so therefor no streaming, no TV service I get through my internet & no gaming nothing till the 26th, I'm done with Virgin.
VsUK
On our wavelength
2 years ago
Just want to make an update. Got a txt about 12pm saying the network issue is now fixed, restart my router & wait 30 minutes for changes to take effect. Well, it worked for about 4 hours & then went back to how it used to be, 400+mb download, 0.0 upload. Called customer services, confirmed there's still a problem in my area & my details was forwarded to some team who will resolve it asap. Thanked me for informing them & then said have a good day & hung up.

3 days before Christmas with my 3 teenage sons home for 2 weeks. I'm fuming, because I've had no service now for over a week. My previous provider Vodafone had a problem last year where there was some significant hardware failure that was expected to take 2-4 weeks to fix because it needed a new box or something somewhere outside. Anyways, they sent me a 4G Sim dongle with unlimited data for a month I could plug into my router so I have some internet, which wasn't bad & I didn't even have to ask. Virgin however, nothing...
- Ayisha_B
  Forum Team
  2 years ago
  Hi VsUK
  
  I'm so sorry for the downtime.
  
  I have checked and the outage has an estimated time of fix of 27 DEC 2023 09:00.
  
  You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.
  - VsUK
    On our wavelength
    2 years ago
    Yep, already got the SMS stating 27th. Not acceptable what so ever.
    I can't watch any streaming services.
    I have no TV service I get over the web from Sky.
    My home CCTV doesn't work because it records to a web server as with the live feed.
    Non of my smart plugs respond.
    No gaming.
    No nothing really because I have 0 upload speeds, so no data can be sent.
    
    Sorry, but I'm disgusted, especially over Christmas as well. So I'm done, as soon as City Fibre finish installing the fibre connection to my home I'm leaving. When I was without service for 2 weeks with Vodafone due to the fact a car hit the telegraph pole holding up our phone lines, they sent out without asking a dongle with a sim card with unlimited data for a month. This is the first apology I've had from Virgin but it does nothing to fix the problem.
    
    So I'm done!
VsUK
On our wavelength
2 years ago
Just want to post an update. In response to the complaint form I filled in about this, this is the reply I got.

We have reviewed your account and we do not see an outage affecting your broadband services currently and we would like to advise you that every connected device is different and can connect at different speeds. There are lots of variables that can cause this including: age, operating system, processing power, memory, how it’s been used, when it was last restarted, apps, viruses, malware and more, because each connected device is different and can connect at different speeds, even devices from the same manufacturer can behave differently. Even though your home layout or building materials could be having an impact on the wireless signal, there are still some things we can recommend.

So the attitude is, it's not us, it's you....
- WorstISP
  Superfast
  2 years ago
  Have you progressed to the ombudsman yet? Keep gathering evidence. You'll need to take measurements every hour to disprove Virgin as they'll usually do a single speed-test at non-peak hours to "prove" that there's no speed issues.
  Use ethernet only. Even if you have proof that the wifi signal is strong and not the issue, the Comms Ombudsman will let Virgin lie about it being a WiFi issue (This is why they love to catagorise things as WiFi and mention it frequently even if you state that you're testing by ethernet).
VsUK
On our wavelength
2 years ago
Update since my post yesterday..

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49600000 40 5120 64 qam 9
2 23600000 39.2 5120 16 qam 13
3 30100000 40 5120 64 qam 12
4 36600000 40 5120 32 qam 11
5 43100000 40 5120 64 qam 10

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 19 0
2 ATDMA 0 0 16 0
3 ATDMA 0 0 64 3
4 ATDMA 0 0 17 0
5 ATDMA 0 0 16 0
And I also included this I ran since yesterday.
VsUK
On our wavelength
2 years ago
Got an SMS at 2pm saying this.
Hi, we've fixed the network issue. Please restart our kit and wait 30 mins for it to take effect. For help, go to virginmedia.com/checkservice
Got home about 6pm & my speed had returned. Went to have my tea & tried to watch netflix & couldn't so watched something off my plex. Tested my speeds again & I get this below. And my QAM Modulations are still changing from 16 to 64, but so far no timeouts, but that seems irrelevant considering I have no internet service because it's completely unusable. I'm absolutely fuming, I'm tempted to just cancel my direct debit & go elsewhere.