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Ongoing Latency Issues

Since the end of February my broadband has been very inconsistent and I've seemed to try everything with the help from the people at Virgin Media. I initially contacted on their website where a phone call was arranged for further assistance. This ended up with a package upgrade from 350M to 500M, which at the time I thought was great and very helpful. I tested it out  and the same issues were present and still unusable. I tried contacting again and was told there was a network issue in my area and should be fixed by 6pm the same day. I waited and tested it the next day and still no improvement. I received a letter with a complaint reference, so i texted the number provided and told them the problem, quoting the complaint reference. They arranged for an engineer to come out and attempt to solve the problem, they set up a new router and splitter cable. This visit was yesterday (4th July) and now today I'm still seeing the same results, I set up a BQM yesterday with a wired connection.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/630676569262147e3141f773aa32087fc8212853

 I've seen multiple posts about this and the only real solution is to change ISP, which I wasn't really planning on doing. I appreciate any other help/suggestions as I've been with VM for a long time and they provide the 'best' broadband in my area. 

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Re: Ongoing Latency Issues

Downstream bonded channels

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

14110000004.138256 qam1
24190000003.938256 qam2
34270000003.738256 qam3
44350000003.538256 qam4
54430000003.538256 qam5
64510000003.738256 qam6
7459000000438256 qam7
8467000000438256 qam8
94750000003.740256 qam9
104830000003.738256 qam10
114910000003.538256 qam11
124990000003.238256 qam12
135070000002.738256 qam13
145150000002.438256 qam14
155230000002.438256 qam15
165310000002.538256 qam16
175390000002.740256 qam17
18547000000340256 qam18
195550000003.238256 qam19
205630000003.538256 qam20
215710000003.538256 qam21
225790000003.740256 qam22
235870000003.440256 qam23
245950000003.240256 qam24



Downstream bonded channels

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

1Locked38.915560
2Locked38.615810
3Locked38.916000
4Locked38.922850
5Locked38.622120
6Locked38.627030
7Locked38.927970
8Locked38.927950
9Locked40.338100
10Locked38.934030
11Locked38.940730
12Locked38.950770
13Locked38.957690
14Locked38.667790
15Locked38.972480
16Locked38.684210
17Locked40.370400
18Locked40.378770
19Locked38.9102970
20Locked38.992790
21Locked38.9114820
22Locked40.3107680
23Locked40.3119490
24Locked40.3113240

 

Upstream bonded channels

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

1537000004.175512064 qam10
2394000004.425512064 qam12
3462000004.325512064 qam11
4603000004.2512064 qam9

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Ongoing Latency Issues

Do these posts even get looked at?? It's been a week with no response...

 

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Re: Ongoing Latency Issues

Thanks for the post Paulmaggiemcd.

 

I can see some SNR errors in the logs so I'll pop you over a private message to pass security and book an engineer appointment for you.

 

Thanks, Emily.

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Message 5 of 10
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Re: Ongoing Latency Issues

Has the fault F008309262 been looked into at all? I was told that it would be resolved on August 17th, but my broadband has some how felt worse. I thought I would leave it for a week to see if it showed any improvement, however today it was at its worst. 

 

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Message 6 of 10
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Re: Ongoing Latency Issues

Good Afternoon. 

 

I have just had a quick check and can see that the SNR outage has been resolved. 

 

How have things been? 

 

Kind regards,

Zak_M

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Message 7 of 10
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Re: Ongoing Latency Issues

Exactly what I needed! You just saved me several hours. Thanks!

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Message 8 of 10
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Re: Ongoing Latency Issues

It has been reasonably ok for like a week, then these past 2-3 days the latency spikes have seemed to worsen again. It's so random and doesn't really make any sense.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aaa2918d727b474a80e9e57c09a2629e2549fc79
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Message 9 of 10
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Re: Ongoing Latency Issues

Thanks for coming back to us @paulmaggiemcd, sorry things aren't looking good at the moment. 

There are a few little issues sticking out to me when I've checked the back end of the services. 

Would you mind rebooting the hub if you're still having an issue and we can run some further diagnostics?

Thanks. 

Emma_C - Forum Team
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Message 10 of 10
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Re: Ongoing Latency Issues

I restarted my Hub earlier today and since then there has been more latency spikes.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/78e07595e907dbd53555e1bcc46d2cc11619db21-25-09-2020
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