on 03-06-2024 21:07
So.. I've been with virgin media over 2 years now, I went from using the 200mb, to the gig1 and my network was always GREAT! then when it came to renewing, I stayed on with Gig1 and since then, I've had nothing but problems.
Is there some sort of switch they've got that puts retained customers onto an awful line? anyways..
over the past few months I've been having dips, then it's stabilized, then it's gone weird again. I've spoke to "customer support" time and time again and just get the same BS.
I can't even stream online at the moment as the upload speed is just fluctuating like crazy, All my home networking is fine, all new and tested cabling etc etc.
Here's my current hub 5 status.
Cable Modem Status | Online | DOCSIS 3.0 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 32 | 6 |
DOCSIS 3.1 channels | 1 | 0 |
3.0 Downstream channels
1 | 346000000 | 0.4 | 41 | QAM 256 | 27 |
2 | 138000000 | 1.4 | 40 | QAM 256 | 1 |
3 | 146000000 | 1.4 | 41 | QAM 256 | 2 |
4 | 154000000 | 1.3 | 41 | QAM 256 | 3 |
5 | 162000000 | 1.4 | 41 | QAM 256 | 4 |
6 | 170000000 | 1.3 | 40 | QAM 256 | 5 |
7 | 178000000 | 1.6 | 40 | QAM 256 | 6 |
8 | 186000000 | 1.5 | 40 | QAM 256 | 7 |
9 | 194000000 | 1.9 | 41 | QAM 256 | 8 |
10 | 202000000 | 1.6 | 41 | QAM 256 | 9 |
11 | 210000000 | 1.9 | 41 | QAM 256 | 10 |
12 | 218000000 | 1.7 | 41 | QAM 256 | 11 |
13 | 226000000 | 1.6 | 41 | QAM 256 | 12 |
14 | 234000000 | 1.3 | 41 | QAM 256 | 13 |
15 | 242000000 | 1 | 41 | QAM 256 | 14 |
16 | 250000000 | 0.8 | 41 | QAM 256 | 15 |
17 | 258000000 | 0.6 | 41 | QAM 256 | 16 |
18 | 266000000 | 0.7 | 41 | QAM 256 | 17 |
19 | 274000000 | 0.6 | 41 | QAM 256 | 18 |
20 | 282000000 | 0.6 | 41 | QAM 256 | 19 |
21 | 290000000 | 0.5 | 41 | QAM 256 | 20 |
22 | 298000000 | 0.6 | 41 | QAM 256 | 21 |
23 | 306000000 | 0.5 | 41 | QAM 256 | 22 |
24 | 314000000 | 0.5 | 41 | QAM 256 | 23 |
25 | 322000000 | 0.3 | 41 | QAM 256 | 24 |
26 | 330000000 | 0.3 | 41 | QAM 256 | 25 |
27 | 338000000 | 0.3 | 41 | QAM 256 | 26 |
28 | 354000000 | 0.3 | 41 | QAM 256 | 28 |
29 | 362000000 | 0.4 | 41 | QAM 256 | 29 |
30 | 370000000 | 0.4 | 41 | QAM 256 | 30 |
31 | 378000000 | 0.4 | 41 | QAM 256 | 31 |
32 | 386000000 | 0.3 | 41 | QAM 256 | 32 |
3.0 Downstream channels
1 | Locked | 41 | 0 | 0 |
2 | Locked | 40 | 0 | 0 |
3 | Locked | 41 | 0 | 0 |
4 | Locked | 41 | 0 | 0 |
5 | Locked | 41 | 0 | 0 |
6 | Locked | 40 | 0 | 0 |
7 | Locked | 40 | 0 | 0 |
8 | Locked | 40 | 0 | 0 |
9 | Locked | 41 | 0 | 0 |
10 | Locked | 41 | 0 | 0 |
11 | Locked | 41 | 0 | 0 |
12 | Locked | 41 | 0 | 0 |
13 | Locked | 41 | 0 | 0 |
14 | Locked | 41 | 0 | 0 |
15 | Locked | 41 | 0 | 0 |
16 | Locked | 41 | 0 | 0 |
17 | Locked | 41 | 0 | 0 |
18 | Locked | 41 | 0 | 0 |
19 | Locked | 41 | 0 | 0 |
20 | Locked | 41 | 0 | 0 |
21 | Locked | 41 | 1 | 0 |
22 | Locked | 41 | 0 | 0 |
23 | Locked | 41 | 0 | 0 |
24 | Locked | 41 | 0 | 0 |
25 | Locked | 41 | 0 | 0 |
26 | Locked | 41 | 0 | 0 |
27 | Locked | 41 | 0 | 0 |
28 | Locked | 41 | 0 | 0 |
29 | Locked | 41 | 0 | 0 |
30 | Locked | 41 | 0 | 0 |
31 | Locked | 41 | 0 | 0 |
32 | Locked | 41 | 0 | 0 |
3.1 Downstream channels
159 | 92 | 4K | 1800 | QAM 4096 | 1128 |
3.1 Downstream channels
159 | Locked | 42 | 0.8 | 151559027 | 0 |
3.0 Upstream channels
0 | 60300000 | 34.3 | 5120 | QAM 64 | 9 |
1 | 53700000 | 34.3 | 5120 | QAM 64 | 10 |
2 | 46200000 | 34.3 | 5120 | QAM 64 | 11 |
3 | 39400000 | 34.3 | 5120 | QAM 64 | 12 |
4 | 32600000 | 34.3 | 5120 | QAM 64 | 13 |
5 | 23600000 | 34.3 | 5120 | QAM 64 | 14 |
3.0 Upstream channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
General Configuration
Allowed |
1 |
Enabled |
3.1 |
SUBsgvca69834ncxv9873254k |
Primary Downstream Service Flow
19564 |
1200000450 bps |
42600bytes |
0 bps |
Primary Upstream Service Flow
19563 |
110000274 bps |
42600bytes |
0 bps |
42600bytes |
Best Effort |
Sam Knows tests -
BQM live link
https://www.thinkbroadband.com/broadband/monitoring/quality/share/e0361f1cb745b5235e3e056865d6c346e0418322
any help or guidance would be greatly appreciated.
on 07-06-2024 16:49
Thanks for reaching out to us @danerothery, and welcome back to our Community Forums!
Sorry to hear of the issues you've been experiencing on our connection of late.
Looking into the local area, it would appear that there is a local area outage at play and is estimated to be resolved on 11/06/24 at 15:10.
This appears to be a Sound to Noise Ratio (SNR) issue, which can cause the lines to vibrate and create an intermittent or complete loss of services for some customers.
Our team will do all within their power to have this resolved for all effected users.
Thanks
David_Bn
on 09-06-2024 14:07
I called the number as advised, and it just loops me back to the website to check the service status.. since checking it's said my issue will be fixed every day at 11am, then it changes to 4pm and then just keeps doing that. It's getting pretty ridiculous now. My partner uses streaming platforms as their main source of income and can't even go live as they upload is awful. It's shocking that I've had no response from VM and still they're okay to keep taking my money for a service they're failing to provide.
on 11-06-2024 18:22
apologies for opening up the other thread too, I didn't realise this one had opened as it just went blank when I submitted so here I am to continue on just this one
on 12-06-2024 11:28
Hi @danerothery,
Thank you for getting back to us. As we've mentioned earlier in this thread, the problems you've explained that you're experiencing seem to be caused by a known area fault.
Are you continuing to experience this issue with your services?
Thanks,
on 12-06-2024 16:18
yes. it's been ongoing for like 4 weeks now, maybe more
on 14-06-2024 16:42
Hi @danerothery
Thanks for coming back to the thread. I am sorry it's not resolved. The estimated fix date is the 19th June. Depending on the complexity of the fault, it can take longer than usual to fix I'm afraid.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 14-06-2024 21:26
on 14-06-2024 21:27
will i be getting my money back for this lack / loss of service.. I can't use my internet as intended.
on 14-06-2024 21:53
You may want to review the terms on compensation:
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
Unfortunatley unless its a full outage over 48 hours there isn't much in terms of compensation.