Sigh. My Virgin broadband is misbehaving again.This time, it's in the subtle and annoying type of problem. Most things are alright, but I see packet loss, my partner who works from home sees video calls drop entirely, and general slowness.BQM doesn't show much, but the main thing I see is upstream QAM negotiated down.Power levels look OK (DS a little high, but it's cold), and DS errors look broadly OK.Last time this happened, it was a cabinet problem, found after several premises engineers came (and didn't come), insisted on replacing the modem (not the fault) and various other horrendous first line experiences. Can we cut through this Gordian knot and just get someone from Networks to come and look at the cabinet please?Data below.MattDownstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID11387500005.438256 qam121467500005.538256 qam231547500005.438256 qam341627500005.338256 qam451707500005.138256 qam56178750000538256 qam671867500004.938256 qam781947500004.938256 qam892667500003.238256 qam17102747500003.238256 qam18112827500003.538256 qam1912290750000438256 qam20132987500004.638256 qam21143067500004.838256 qam22153147500005.438256 qam23163227500005.638256 qam2417330750000638256 qam25183387500006.438256 qam26193467500006.138256 qam27203547500006.538256 qam28213627500006.838256 qam2922370750000740256 qam30233787500006.638256 qam31243867500005.938256 qam32Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors1Locked38.68902Locked38.67103Locked38.95504Locked38.65505Locked38.65206Locked38.65707Locked38.64708Locked38.64909Locked38.6371010Locked38.6414011Locked38.6870012Locked38.6491013Locked38.6416014Locked38.9269015Locked38.6305016Locked38.9254017Locked38.9183018Locked38.9141019Locked38.9186020Locked38.9134021Locked38.9113022Locked40.3761223Locked38.9118024Locked38.91140Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID12359997644.3512032 qam523660000043.8512064 qam333010000044512064 qam444310005844512016 qam254960000044.2512016 qam1Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts1ATDMA001502ATDMA00903ATDMA00804ATDMA00505ATDMA00140Network log is completely unremarkable.

Also nothing on check services online or on 0800 number (unsurprisingly... they are never accurate.)

BQM here. Again, surprisingly unremarkable but for some red dots along the top indicating marginal packet loss.BQM

Your US channels are wrong, they should all be QAM 64. You will need VM to fix this.

I had very similar for months. I think it was a faulty connection in the omnibox that was replaced in the end and all good since.

Had a new omni, cable drop and modem last year when this happened...

mattj_uk

Dialled in

16 days ago

Video calls dropping, upstream showing 16QAM

Sigh. My Virgin broadband is misbehaving again.

This time, it's in the subtle and annoying type of problem. Most things are alright, but I see packet loss, my partner who works from home sees video calls drop entirely, and general slowness.

BQM doesn't show much, but the main thing I see is upstream QAM negotiated down.
Power levels look OK (DS a little high, but it's cold), and DS errors look broadly OK.

Last time this happened, it was a cabinet problem, found after several premises engineers came (and didn't come), insisted on replacing the modem (not the fault) and various other horrendous first line experiences. Can we cut through this Gordian knot and just get someone from Networks to come and look at the cabinet please?

Data below.

Matt

Downstream bonded channels

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

1	138750000	5.4	38	256 qam	1
2	146750000	5.5	38	256 qam	2
3	154750000	5.4	38	256 qam	3
4	162750000	5.3	38	256 qam	4
5	170750000	5.1	38	256 qam	5
6	178750000	5	38	256 qam	6
7	186750000	4.9	38	256 qam	7
8	194750000	4.9	38	256 qam	8
9	266750000	3.2	38	256 qam	17
10	274750000	3.2	38	256 qam	18
11	282750000	3.5	38	256 qam	19
12	290750000	4	38	256 qam	20
13	298750000	4.6	38	256 qam	21
14	306750000	4.8	38	256 qam	22
15	314750000	5.4	38	256 qam	23
16	322750000	5.6	38	256 qam	24
17	330750000	6	38	256 qam	25
18	338750000	6.4	38	256 qam	26
19	346750000	6.1	38	256 qam	27
20	354750000	6.5	38	256 qam	28
21	362750000	6.8	38	256 qam	29
22	370750000	7	40	256 qam	30
23	378750000	6.6	38	256 qam	31
24	386750000	5.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	89	0
2	Locked	38.6	71	0
3	Locked	38.9	55	0
4	Locked	38.6	55	0
5	Locked	38.6	52	0
6	Locked	38.6	57	0
7	Locked	38.6	47	0
8	Locked	38.6	49	0
9	Locked	38.6	371	0
10	Locked	38.6	414	0
11	Locked	38.6	870	0
12	Locked	38.6	491	0
13	Locked	38.6	416	0
14	Locked	38.9	269	0
15	Locked	38.6	305	0
16	Locked	38.9	254	0
17	Locked	38.9	183	0
18	Locked	38.9	141	0
19	Locked	38.9	186	0
20	Locked	38.9	134	0
21	Locked	38.9	113	0
22	Locked	40.3	76	12
23	Locked	38.9	118	0
24	Locked	38.9	114	0

Upstream bonded channels

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

1	23599976	44.3	5120	32 qam	5
2	36600000	43.8	5120	64 qam	3
3	30100000	44	5120	64 qam	4
4	43100058	44	5120	16 qam	2
5	49600000	44.2	5120	16 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	15
2	ATDMA	9
3	ATDMA	8
4	ATDMA	5
5	ATDMA	14

Network log is completely unremarkable.

mattj_uk
Dialled in
16 days ago
Also nothing on check services online or on 0800 number (unsurprisingly... they are never accurate.)
- mattj_uk
  Dialled in
  16 days ago
  BQM here. Again, surprisingly unremarkable but for some red dots along the top indicating marginal packet loss.
  BQM
  - Adduxi
    Very Insightful Person
    16 days ago
    Your US channels are wrong, they should all be QAM 64. You will need VM to fix this.
mattj_uk
Dialled in
14 days ago
Can I get some assistance here please? I tried calling but because "everything is working" they were not even interested in booking an engineer (despite certain things explicitly not working)...
mattj_uk
Dialled in
13 days ago
Significant deterioriation in the last 24 hours. Again status says "nothing wrong"...
Adduxi
Very Insightful Person
13 days ago
Time for a deadlock letter and move to pastures new perhaps?
mattj_uk
Dialled in
13 days ago
As I said above, I would rather someone from the Forum Team reaches out so we can resolve this.
- Tom_W1
  Forum Team
  12 days ago
  Hi mattj_uk thanks for your post although we're sorry to hear of the concerns you've raised here.
  
  We have looked into this for you and there is an outage causing intermittent service at present.
  
  The estimated time of fix 08 Jan 09:00.
  
  We do hope this helps and if you need any further assistance please let us know.
  - mattj_uk
    Dialled in
    8 days ago
    Thanks @Tom_W1 - we saw some improvement earlier this week, but as the temperatures have dropped again there is increased packet loss and continuing 32/16QAM reported upstream.