I’m using an Ethernet cable and bringing in 260-280mbps download speed but my upload speed struggles to go up past 4-5. I’ve tried a different Ethernet cable and it’s the same issue. This only started happening 2 weeks about but it makes playing online unbearable. Any suggestions?
Hi Tylerbxrnett,
Thanks for using the Community Forums to get this issue with your broadband looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!
Just as a reference, I want to add our Speeds Explained page here so that you and other's can take a look at what you should be getting compared to what you're subscribed to.
Another thing to check is the Service Status Page to see if there are any outages that could be causing a low speed at your address.
You can also use our Faults Diagnostics Tool on your MyVM Account to find out why your speeds are going so slow.
For now though, I'd really like to take a closer look into your services to check everything over, so I'll send over a PM now 🙂
Speak soon!
Thanks,
Megan_L
Hi Tylerbxrnett,
Thanks for chatting with me in our PM's, I was able to find the cause of your issue.
I have had a look at your services on my side and can see there is an area outage, which is regarding an SNR issue.
This is due to be fixed - 25 NOV 2023 14:00 - But please be aware this is just an estimate, it could change depending on what the engineers find. However, I am sure they will be working incredibly hard to get this fixed as soon as possible for you.
I am sorry for any inconvenience or disruption this may be causing right now.
Feel free to post back on this thread or go to our Service Checker for any updates.
Thanks,
Megan_L
I've been waiting for a reply for over a week with my issue that has still not been fixed even after an engineer
Hi there JamieB1
I can see that our team responded to your post on November 15th but there has not been a reply, are you able to pop back there so the team can continue to take a look?
still massive issues with lag, status checker has been saying the same thing for almost a month now…
Hi tylerbxrnett,
Thanks for coming back to us on this one. I'm sorry to hear you're still having an issue with your connection.
Looking at things this end, I can see the fault is still open. The new estimated fix time is showing as: 30 NOV 2023 14:00.
The outage is an SNR outage - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system). The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates the amount of work required and the time frame for resolution.
Hopefully there will be no further delays but pop back to us on the 1st December and we can double check the status of the fault for you again.
Apologies for any inconvenience.
