Menu
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
330 Views
Message 1 of 6
Flag for a moderator

Atrocious upload speed in evenings (0.5mbps) for months - impossible to stream to YouTube

Hello,

Haven't posted before even though this issue has persisted for months now (various "we're aware of a fault" messages have been on 0800 561 0061 and the online service checker).

Latest service checker error message (30 October 2020) showing that Virgin Media have detected an issue is here as an image but there is no option to book an engineer or actually solve this: https://ibb.co/JzWZ8b0

I have called Virgin Media support and reset hub, PCs, and done all the tests on wired Cat6 ethernet, but no advice on how to actually solve the problem.

Internet upload speed is consistently around 0.5mbps/1mbps in the evenings when I pay for 20mbps (and usually receive this in the mornings).

Is there any way to actually get this detected issue looked at? I feel I need to look into the small print as to what is "promised" when it comes to minimum upload speeds, because if something is buried in the small print the marketing (buy this package and receive 20mbps) it is definitely misleading and I'd like to raise a complaint to the ASA.

 

 

0 Kudos
Reply
Highlighted
  • 4.34K
  • 737
  • 1.76K
Very Insightful Person
Very Insightful Person
313 Views
Message 2 of 6
Flag for a moderator

Re: Atrocious upload speed in evenings (0.5mbps) for months - impossible to stream to YouTube

Contractually VM make no guarantees about upload speed, nor offer any warranties for performance.  Unless they've quietly reinstated it, even the download speed guarantee (pretty worthless at 50% of promised) has been suspended "due to Covid".  Which doesn't mean you have to accept this, it just means you can't rely on the contract.

Peak period upload constraints are not always, but often due to capacity constraints - VM's underlying assumptions about the total use of upload capacity have turned out wrong., or they've just continued selling new contracts after they maxed out the capacity in an area  VM terminology is "over-utilisation", as in "it's your fault for using it too much, not our fault for running too close to capacity".  In economic terms there is always a judgement to be made about how much up and down bandwidth be made available, and the usual term for this is under the catchall term of "contention".  Sometimes contention is also a problem with Openreach, but at least Openreach have SLA's with ISPs, and more effective regulation than VM.  

Now, bearing in mind that it isn't proven to be over-utilisation (forum staff can advise, and could be an area fault), what can you do if it is.  Well, if you're in a fixed term contract, exit penalties can be ludicrously expensive unless you're within weeks of the end of the contract period.  And they will seek to impose them regardless of their networks poor performance.  You can sit it out, and hope that the fabled upgrade to DOCSIS 3.1 and issue of Hub 4's will fix the problem - which it probably will, but this could take a eighteen months or so before it becomes effective.  Or you could leave and got to another ISP.  If there's the threat of exit penalties, then you could reasonably complain to VM that the poor upload speeds as low as 5% of the advertised speeds show that VM have not supplied the service using "reasonable skill and care" as required by the Consumer Rights Act 2015, asking that they fix the problem in thirty days, or release you from contract without penalty, and failing this you will escalate to the industry arbitration service CISAS.  If VM say "nope", and you have to go to CISAS, odds are firmly in your favour, but this will be a slow process as VM have eight weeks from receipt of your complaint before you can go to CISAS, who may take up to six weeks.

And if it is over-utilisation, here's an instructive read.

If it's an area fault then it'll usually get cleared up reasonably quick without further action by you which would be good news, and if it's "merely" a fault on your line then that'll require a technician visit to fix it but odds are that it will get fixed.   If it is over-utilisation, and you're thinking about leaving, try phoning one of the better smaller ISPs (like AAISP, Zen Internet, Aquiss) before you do anything drastic, and ask what speeds they could provide and whether they are aware of any contention problems on Openreach in your area.  No point moving ISP if you got a slower download but similar performance problems.  If you ask the same question of BT, Sky, Talktalk, the agent won't even know what you're talking about, and will promise that you'll have a perfect connection.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
306 Views
Message 3 of 6
Flag for a moderator

Re: Atrocious upload speed in evenings (0.5mbps) for months - impossible to stream to YouTube

Thanks for the helpful response.

This is partly why the lack of transparency/action on the service checker is very unhelpful in relation to the steps required for the Ofcom minimum speed guarantee - are you saying Ofcom have suspended this at the moment? https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/broadband-speeds-c...

Irrespective of contractual clauses (which may be unenforceable), in my view the marketing is very misleading if a minimum upload speed is advertised but not actually delivered (or contractually obliged to be delivered). I'm going to make an ASA complaint to Virgin Media on this.

I'd be interested to know if there's anyone else who has been having this problem over the last few months (incredibly slow upload speeds and repeated fobbing off from Virgin Media/being on hold for hours on end) and would like to join an ASA complaint.

I suspect because download speeds are less affected, Virgin are not prioritising these upload issues. I've been on BT before and the upload speeds were fine.

 

 

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
197 Views
Message 4 of 6
Flag for a moderator

Re: Atrocious upload speed in evenings (0.5mbps) for months - impossible to stream to YouTube

Please can I have some help with this - I can't work and I'm having complete outages. This has been going on for months. BQM below.

Edited to add a link as the image is awaiting approval, here's a hosted image of the BQM:  https://ibb.co/Mh4F6m5

 

BQM3_LI - Copy.jpg

0 Kudos
Reply
Highlighted
  • 4
  • 0
  • 0
Tuning in
135 Views
Message 5 of 6
Flag for a moderator

Re: Atrocious upload speed in evenings (0.5mbps) for months - impossible to stream to YouTube

Spent over an hour on hold with Virgin Media yesterday, finally got through to someone who said the issue was affecting 21 customers and would be fixed by 3.30pm yesterday, and I would receive a call back later that day.

The issue wasn't fixed (0.1 mbps upload last night) and I didn't receive a call back. Restarted the router as usual, channels below. It it possible to get anyone to look into this? I am not receiving the service that I am paying for and it looks to be affecting a number of people.

BQM4.PNG

 

Downstream bonded channels

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

11630000002.537256 qam4
21390000002.436256 qam1
31470000002.537256 qam2
41550000002.437256 qam3
51710000002.737256 qam5
61790000002.437256 qam6
71870000002.738256 qam7
81950000002.737256 qam8
92030000002.437256 qam9
102110000002.537256 qam10
112190000002.237256 qam11
122270000002.537256 qam12
132350000002.437256 qam13
142430000002.237256 qam14
152510000002.438256 qam15
162590000002.237256 qam16
172670000002.938256 qam17
182750000003.438256 qam18
192830000003.438256 qam19
20291000000438256 qam20
212990000003.938256 qam21
223070000004.338256 qam22
233150000004.638256 qam23
243230000004.838256 qam24



Downstream bonded channels

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

1Locked37.300
2Locked36.670
3Locked37.320
4Locked37.360
5Locked37.390
6Locked37.6130
7Locked38.6180
8Locked37.330
9Locked37.600
10Locked37.670
11Locked37.300
12Locked37.650
13Locked37.350
14Locked37.600
15Locked38.640
16Locked37.600
17Locked38.640
18Locked38.940
19Locked38.600
20Locked38.960
21Locked38.600
22Locked38.960
23Locked38.650
24Locked38.600

 

Upstream bonded channels

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

15370001950.5512064 qam2
23939998850.5512064 qam4
34620001750.5512064 qam3
46030002650.5512064 qam1

Upstream bonded channels

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

15370001950.5512064 qam2
23939998850.5512064 qam4
34620001750.5512064 qam3
46030002650.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

 

0 Kudos
Reply
Highlighted
  • 4.43K
  • 262
  • 468
Forum Team
Forum Team
49 Views
Message 6 of 6
Flag for a moderator

Re: Atrocious upload speed in evenings (0.5mbps) for months - impossible to stream to YouTube

Hi NWLon,

 

Thank you for reaching out to us in our community, I am sorry to hear you are still having issue with upload speeds.

 

I have had a look at things our end and can see you are using a 3rdm party router, I advised while in modem mode do a speed test with only one device plugged in, this must have a gigabit network card using a cat 6 or above cable, I can not see any issues at all and your levels are where they should be.

 

Regards

 

Paul.

0 Kudos
Reply