Virgin Media Community

[KC2000]

Apparently I should post my BQM here to see if "members can help" even though Virgin are the only ones able to fix their own cables. I've already had 2 engineers come out, had new wiring, new router, new ethernet cables and they both said the source of the problem was the cab, nothing to do with my home or router. Always experiencing constant fluctuation through out the whole day that is out of my control. 2 engineers both saying the same problem but no one tells the networking team to fix it...

Paying for 350MB Fibre (Average 380MB Up and 30MB Down when traffic is normal) this varies in the day sometimes only reaching 200/100MB. This has been happening since the start of covid, can also show the last 3 months of BQMs, here is the past 4 days, middle of the week and the weekend.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b6e23e94bd77848068a2e0b4b9c95f600c...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5565dde6105abe856f470949a14c7380a8...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d530f513c9d86550042f57699cb02062e7...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/504a3b82a9fb52451da7f3b10ef94b19cc...

[Cardiffman281]

They all point to local over utilisation to me. One indeed for VM to sort out. 

[KC2000]

A local friend has the same problems at the exact same time. We have close to matching latencies, if I go to 100 he goes to 100. Baffles me how 2 engineers both say the networks need looking at and virgin refuse to send someone out

[Cardiffman281]

The fact that your VM neighbour gets the same tends to confirm it. 

Ttbomk there is additional cost and complexity for VM in addressing this issue and it rarely seems to be done quickly. 

You may wish to begin to explore alternative providers but do log a formal complaint via your online VM account. 

[KC2000]

Mate I've complained that much my complaints disappear online now. I've sent at least 10 complaints in the past 6 months and I've had answers to 2. One of them was when the engineer come out, the other was when they told me there was "work" being done but of course it wasn't fixed for the specified date.

[mpmc]

Yikes you weren't kidding, with how bad that latency is, VM should've sorted this out ages ago. Things move very slowly at VM so don't expect a resolution for a good year or two judging by similar threads on here. But yes, Cardiffman281 is right, complain, give them chance to fix or go elsewhere if they can't.

Or maybe there's some really bad noise on the cables in the area? (assuming it's coax/hfc). What do your router stats show?

[Cardiffman281]

That is good news in a sense as you are likely now to be in a position to demand a deadlock letter and take it up with the arbitration service CISAS https://www.virginmedia.com/help/complaints

If you choose to you should ultimately be able to leave with no need to pay early leaving fees and possibly have some compensation too. 

[legacy1]

---

@KC2000 wrote:

 We have close to matching latencies, if I go to 100 he goes to 100.

---

Because going to 100 is easy

[KC2000]

They checked for noise too, the engineer himself said a couple of the channels needed tweaking but other then that it shouldn't be this bad especially on a Hub4. Is this the stats you were after?

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
32 387000000 8.1 40.4 QAM256 32
33 395000000 7.9 39 QAM256 33
34 403000000 7.9 40.4 QAM256 34
35 411000000 8.3 40.4 QAM256 35
36 419000000 8.3 40.4 QAM256 36
37 427000000 8.6 39 QAM256 37
38 435000000 8.8 40.4 QAM256 38
39 443000000 8.8 40.4 QAM256 39
40 451000000 8.8 40.9 QAM256 40
10 211000000 7.7 39 QAM256 10
11 219000000 7.8 40.4 QAM256 11
12 227000000 7.9 40.4 QAM256 12
13 235000000 8.2 40.4 QAM256 13
14 243000000 8.4 40.4 QAM256 14
15 251000000 8.2 40.4 QAM256 15
16 259000000 8.4 40.4 QAM256 16
17 267000000 8.2 40.4 QAM256 17
18 275000000 8.1 40.4 QAM256 18
19 283000000 7.9 40.4 QAM256 19
20 291000000 8.3 40.4 QAM256 20
21 299000000 9 40.4 QAM256 21
22 307000000 8.9 40.4 QAM256 22
23 315000000 8.6 40.4 QAM256 23
24 323000000 8.1 40.4 QAM256 24
25 331000000 7.9 40.4 QAM256 25
26 339000000 8.2 40.4 QAM256 26
27 347000000 8.4 40.4 QAM256 27
28 355000000 8.2 40.4 QAM256 28
29 363000000 8.4 40.9 QAM256 29
30 371000000 8.4 40.4 QAM256 30
31 379000000 8.3 40.4 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
32 Locked 40.366287 0 0
33 Locked 38.983261 0 0
34 Locked 40.366287 0 0
35 Locked 40.366287 0 0
36 Locked 40.366287 0 0
37 Locked 38.983261 0 0
38 Locked 40.366287 0 0
39 Locked 40.366287 0 0
40 Locked 40.946209 0 0
10 Locked 38.983261 0 0
11 Locked 40.366287 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 0 0
17 Locked 40.366287 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.366287 0 0
24 Locked 40.366287 0 0
25 Locked 40.366287 0 0
26 Locked 40.366287 0 0
27 Locked 40.366287 0 0
28 Locked 40.366287 0 0
29 Locked 40.946209 0 0
30 Locked 40.366287 0 0
31 Locked 40.366287 0 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 41.5 5120 KSym/sec 64QAM 1
2 39400000 40.8 5120 KSym/sec 64QAM 4
3 46200000 40.8 5120 KSym/sec 64QAM 3
4 53700000 41 5120 KSym/sec 64QAM 2

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 1 0
2 US_TYPE_STDMA 0 0 4 0
3 US_TYPE_STDMA 0 0 9 0
4 US_TYPE_STDMA 0 0 1 0

[Ilyas_Y]

Hey there @KC2000, thanks for the post and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues you're having with the Virgin Media broadband.
From our end of the system, we can see that the upstream level is not where it needs to be and will require an engineer.
I will send you a private message to get this booked in - watch out for the purple envelope 🙂

Kind regards.