So.. I've been with virgin media over 2 years now, I went from using the 200mb, to the gig1 and my network was always GREAT! then when it came to renewing, I stayed on with Gig1 and since then, I've had nothing but problems. Is there some sort of switch they've got that puts retained customers onto an awful line? anyways.. over the past few months I've been having dips, then it's stabilized, then it's gone weird again. I've spoke to "customer support" time and time again and just get the same BS. I can't even stream online at the moment as the upload speed is just fluctuating like crazy, All my home networking is fine, all new and tested cabling etc etc. Here's my current hub 5 status. Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream Cable Modem StatusOnlineDOCSIS 3.0Primary downstream channelLockedSC-QAMDOCSIS 3.0 channels326DOCSIS 3.1 channels10 3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 13460000000.441QAM 2562721380000001.440QAM 256131460000001.441QAM 256241540000001.341QAM 256351620000001.441QAM 256461700000001.340QAM 256571780000001.640QAM 256681860000001.540QAM 256791940000001.941QAM 2568102020000001.641QAM 2569112100000001.941QAM 25610122180000001.741QAM 25611132260000001.641QAM 25612142340000001.341QAM 2561315242000000141QAM 25614162500000000.841QAM 25615172580000000.641QAM 25616182660000000.741QAM 25617192740000000.641QAM 25618202820000000.641QAM 25619212900000000.541QAM 25620222980000000.641QAM 25621233060000000.541QAM 25622243140000000.541QAM 25623253220000000.341QAM 25624263300000000.341QAM 25625273380000000.341QAM 25626283540000000.341QAM 25628293620000000.441QAM 25629303700000000.441QAM 25630313780000000.441QAM 25631323860000000.341QAM 256323.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked41002Locked40003Locked41004Locked41005Locked41006Locked40007Locked40008Locked40009Locked410010Locked410011Locked410012Locked410013Locked410014Locked410015Locked410016Locked410017Locked410018Locked410019Locked410020Locked410021Locked411022Locked410023Locked410024Locked410025Locked410026Locked410027Locked410028Locked410029Locked410030Locked410031Locked410032Locked41003.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 159924K1800QAM 409611283.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 159Locked420.81515590270 3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 06030000034.35120QAM 64915370000034.35120QAM 641024620000034.35120QAM 641133940000034.35120QAM 641243260000034.35120QAM 641352360000034.35120QAM 64143.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA00001ATDMA00002ATDMA00003ATDMA00004ATDMA00005ATDMA0000General ConfigurationNetwork accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file Allowed1Enabled3.1SUBsgvca69834ncxv9873254kPrimary Downstream Service FlowSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate 195641200000450 bps42600bytes0 bpsPrimary Upstream Service FlowSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type 19563110000274 bps42600bytes0 bps42600bytesBest Effort Sam Knows tests - BQM live linkhttps://www.thinkbroadband.com/broadband/monitoring/quality/share/e0361f1cb745b5235e3e056865d6c346e0418322any help or guidance would be greatly appreciated.

Thanks for reaching out to us danerothery, and welcome back to our Community Forums! Sorry to hear of the issues you've been experiencing on our connection of late. Looking into the local area, it would appear that there is a local area outage at play and is estimated to be resolved on 11/06/24 at 15:10. This appears to be a Sound to Noise Ratio (SNR) issue, which can cause the lines to vibrate and create an intermittent or complete loss of services for some customers. Our team will do all within their power to have this resolved for all effected users. Thanks David_Bn

I called the number as advised, and it just loops me back to the website to check the service status.. since checking it's said my issue will be fixed every day at 11am, then it changes to 4pm and then just keeps doing that. It's getting pretty ridiculous now. My partner uses streaming platforms as their main source of income and can't even go live as they upload is awful. It's shocking that I've had no response from VM and still they're okay to keep taking my money for a service they're failing to provide.

apologies for opening up the other thread too, I didn't realise this one had opened as it just went blank when I submitted so here I am to continue on just this one

Hi danerothery, Thank you for getting back to us. As we've mentioned earlier in this thread, the problems you've explained that you're experiencing seem to be caused by a known area fault. Are you continuing to experience this issue with your services? Thanks,

yes. it's been ongoing for like 4 weeks now, maybe more

Forum Discussion

danerothery

Joining in

10 months ago

Constant upload / connection issues

So.. I've been with virgin media over 2 years now, I went from using the 200mb, to the gig1 and my network was always GREAT! then when it came to renewing, I stayed on with Gig1 and since then, I've had nothing but problems.
Is there some sort of switch they've got that puts retained customers onto an awful line? anyways..

over the past few months I've been having dips, then it's stabilized, then it's gone weird again. I've spoke to "customer support" time and time again and just get the same BS.

I can't even stream online at the moment as the upload speed is just fluctuating like crazy, All my home networking is fine, all new and tested cabling etc etc.

Here's my current hub 5 status.

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	32	6
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

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

1	346000000	0.4	41	QAM 256	27
2	138000000	1.4	40	QAM 256	1
3	146000000	1.4	41	QAM 256	2
4	154000000	1.3	41	QAM 256	3
5	162000000	1.4	41	QAM 256	4
6	170000000	1.3	40	QAM 256	5
7	178000000	1.6	40	QAM 256	6
8	186000000	1.5	40	QAM 256	7
9	194000000	1.9	41	QAM 256	8
10	202000000	1.6	41	QAM 256	9
11	210000000	1.9	41	QAM 256	10
12	218000000	1.7	41	QAM 256	11
13	226000000	1.6	41	QAM 256	12
14	234000000	1.3	41	QAM 256	13
15	242000000	1	41	QAM 256	14
16	250000000	0.8	41	QAM 256	15
17	258000000	0.6	41	QAM 256	16
18	266000000	0.7	41	QAM 256	17
19	274000000	0.6	41	QAM 256	18
20	282000000	0.6	41	QAM 256	19
21	290000000	0.5	41	QAM 256	20
22	298000000	0.6	41	QAM 256	21
23	306000000	0.5	41	QAM 256	22
24	314000000	0.5	41	QAM 256	23
25	322000000	0.3	41	QAM 256	24
26	330000000	0.3	41	QAM 256	25
27	338000000	0.3	41	QAM 256	26
28	354000000	0.3	41	QAM 256	28
29	362000000	0.4	41	QAM 256	29
30	370000000	0.4	41	QAM 256	30
31	378000000	0.4	41	QAM 256	31
32	386000000	0.3	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	41	0
2	Locked	40	0
3	Locked	41	0
4	Locked	41	0
5	Locked	41	0
6	Locked	40	0
7	Locked	40	0
8	Locked	40	0
9	Locked	41	0
10	Locked	41	0
11	Locked	41	0
12	Locked	41	0
13	Locked	41	0
14	Locked	41	0
15	Locked	41	0
16	Locked	41	0
17	Locked	41	0
18	Locked	41	0
19	Locked	41	0
20	Locked	41	0
21	Locked	41	1
22	Locked	41	0
23	Locked	41	0
24	Locked	41	0
25	Locked	41	0
26	Locked	41	0
27	Locked	41	0
28	Locked	41	0
29	Locked	41	0
30	Locked	41	0
31	Locked	41	0
32	Locked	41	0

3.1 Downstream channels

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

159

1800

QAM 4096

1128

3.1 Downstream channels

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

159

Locked

0.8

151559027

3.0 Upstream channels

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

0	60300000	34.3	5120	QAM 64	9
1	53700000	34.3	5120	QAM 64	10
2	46200000	34.3	5120	QAM 64	11
3	39400000	34.3	5120	QAM 64	12
4	32600000	34.3	5120	QAM 64	13
5	23600000	34.3	5120	QAM 64	14

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

Enabled

3.1

SUBsgvca69834ncxv9873254k

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

19564

1200000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

19563

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

Sam Knows tests -

BQM live link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e0361f1cb745b5235e3e056865d6c346e0418322

any help or guidance would be greatly appreciated.

David_Bn
Forum Team
10 months ago
Thanks for reaching out to us danerothery, and welcome back to our Community Forums!

Sorry to hear of the issues you've been experiencing on our connection of late.

Looking into the local area, it would appear that there is a local area outage at play and is estimated to be resolved on 11/06/24 at 15:10.

This appears to be a Sound to Noise Ratio (SNR) issue, which can cause the lines to vibrate and create an intermittent or complete loss of services for some customers.

Our team will do all within their power to have this resolved for all effected users.

Thanks

David_Bn
danerothery
Joining in
10 months ago
I called the number as advised, and it just loops me back to the website to check the service status.. since checking it's said my issue will be fixed every day at 11am, then it changes to 4pm and then just keeps doing that. It's getting pretty ridiculous now. My partner uses streaming platforms as their main source of income and can't even go live as they upload is awful. It's shocking that I've had no response from VM and still they're okay to keep taking my money for a service they're failing to provide.
- Zach_R
  Forum Team
  10 months ago
  Hi danerothery,
  
  Thank you for getting back to us. As we've mentioned earlier in this thread, the problems you've explained that you're experiencing seem to be caused by a known area fault.
  
  Are you continuing to experience this issue with your services?
  
  Thanks,
  - danerothery
    Joining in
    10 months ago
    yes. it's been ongoing for like 4 weeks now, maybe more
danerothery
Joining in
10 months ago

apologies for opening up the other thread too, I didn't realise this one had opened as it just went blank when I submitted so here I am to continue on just this one
danerothery
Joining in
10 months ago
- Carley_S
  Forum Team
  9 months ago
  Our apologies for the inconvenience the outage might be causing you at this time. This should be just an intermittent issue and not a total loss of service. Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like. You can read about our auto compensation scheme here.
  
  Please do keep us posted should you continue to have issues after the outage looks resolved online and we can assist further if needed.
danerothery
Joining in
10 months ago
will i be getting my money back for this lack / loss of service.. I can't use my internet as intended.
- carl_pearce
  Superstar
  10 months ago
  You may want to review the terms on compensation:
  https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
  Unfortunatley unless its a full outage over 48 hours there isn't much in terms of compensation.
danerothery
Joining in
9 months ago

This is honestly getting beyond a joke now. I literally can't stream my upload is rock bottom..
- Daniel_Et
  Forum Team
  9 months ago
  Hi danerothery, we're sorry to hear you feel this way.
  
  We really hope the outage is fixed as soon as possible
  
  Regards,
  Daniel
danerothery
Joining in
9 months ago
good job i didn't hold my breath...
danerothery
Joining in
9 months ago
so sad.
danerothery
Joining in
9 months ago

Forum Discussion

Constant upload / connection issues

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