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paulmaggiemcd
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High Latency due to over utilisation

Is there any idea of when this over utilisation issue is actually going to be fixed, or even looked into? I've been having latency issues since February even after having two visits from engineers. Just curious seeing as I pay for M500 broadband even though its basically unusable. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c6e7c8e6eb9bd398a890e1d9568b353331220f86-28-12-2020

 

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paulmaggiemcd
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Re: High Latency due to over utilisation

Downstream bonded channels

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

17230000003.540256 qam40
25390000003.440256 qam17
35470000003.538256 qam18
45550000003.538256 qam19
55630000003.540256 qam20
65710000003.540256 qam21
75790000003.738256 qam22
85870000003.740256 qam23
95950000003.540256 qam24
106030000003.240256 qam25
11611000000340256 qam26
126190000002.738256 qam27
136270000002.738256 qam28
146350000002.738256 qam29
156430000002.738256 qam30
166510000002.938256 qam31
17659000000338256 qam32
18667000000338256 qam33
196750000003.438256 qam34
206830000003.538256 qam35
216910000003.938256 qam36
22699000000440256 qam37
237070000003.940256 qam38
247150000003.738256 qam39



Downstream bonded channels

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

1Locked40.31866860
2Locked40.3459570
3Locked38.9564410
4Locked38.9645840
5Locked40.3593120
6Locked40.3680050
7Locked38.9781280
8Locked40.3878930
9Locked40.3914870
10Locked40.31044260
11Locked40.3992010
12Locked38.91075330
13Locked38.91167450
14Locked38.91429040
15Locked38.91534190
16Locked38.61528520
17Locked38.61372540
18Locked38.91684200
19Locked38.91703970
20Locked38.91565080
21Locked38.91573740
22Locked40.31764020
23Locked40.31823600
24Locked38.91821200

Upstream bonded channels

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

14620000043.5512064 qam11
23940000043.5512064 qam12
35370000045512064 qam10
46030000045512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0030
3ATDMA0030
4ATDMA0030
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Andrew-G
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Re: High Latency due to over utilisation

Nothing notably wrong with the hub's status data. The BQM shows a typical over-utilisation pattern, meaning more traffic than VM's local network can handle. You can choose to believe whether this is Covid related, or whether VM simply sell contracts until (and indeed after) the local network is at capacity, but the outcome is the same for now.

Nothing you can do to improve matters, and not a problem that field technicians can fix, as this isn't a minor hardware fault, but a lack of capacity in network architecture.  In some areas VM do indeed undertake work to rejig the local networks to balance loads and eliminate over-utilisation. But sometimes/often that's either not possible, or judged uneconomic if there's a need to spend money on more equipment. And sadly VM won't ever admit the truth, so there will be a fault reference and a "fix date", but there's no way of knowing if that fix date is actually backed by an actual plan of action and programme of works. Quite often it seem not, and as the fix date approaches it is simply moved a month or two ahead.

Your options:

1) Sit it out, and hope that VM do carry out improvement works, accepting that any claimed fix date is invariably made up, and the staff who you might speak to (or the forum staff) have no way of knowing whether the fix date is a "hen's tooth" real fix date, or the more common made up fix date.

2) Get yourself a new ISP. If you're in a fixed term contract you'll probably have to use the VM complaints process (and perhaps escalate for arbitration at CISAS ) to be released from contract without penalty. If you need to do this, the grounds of your complaint is the poor performance, and your request fro release from contract without penalty is twofold: First the Consumer Rights Act 2015 that requires any consumer service to be provided with "reasonable skill and care", and second, the Ofcom Fairness Commitments, that VM have signed up to states "Customers’ services work as promised, reliably over time. If things go wrong providers give a prompt response to fix problems and take appropriate action to help their customers, which may include providing compensation where relevant. If providers can’t fix problems with core services they have promised to deliver within a reasonable period, customers can walk away from their contract with no penalty".

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