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Constant upload / connection issues

danerothery
Joining in

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 StatusItem Status TypeChannel Overview Downstream Upstream
Cable Modem StatusOnlineDOCSIS 3.0
Primary downstream channelLockedSC-QAM
DOCSIS 3.0 channels326
DOCSIS 3.1 channels10

 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13460000000.441QAM 25627
21380000001.440QAM 2561
31460000001.441QAM 2562
41540000001.341QAM 2563
51620000001.441QAM 2564
61700000001.340QAM 2565
71780000001.640QAM 2566
81860000001.540QAM 2567
91940000001.941QAM 2568
102020000001.641QAM 2569
112100000001.941QAM 25610
122180000001.741QAM 25611
132260000001.641QAM 25612
142340000001.341QAM 25613
15242000000141QAM 25614
162500000000.841QAM 25615
172580000000.641QAM 25616
182660000000.741QAM 25617
192740000000.641QAM 25618
202820000000.641QAM 25619
212900000000.541QAM 25620
222980000000.641QAM 25621
233060000000.541QAM 25622
243140000000.541QAM 25623
253220000000.341QAM 25624
263300000000.341QAM 25625
273380000000.341QAM 25626
283540000000.341QAM 25628
293620000000.441QAM 25629
303700000000.441QAM 25630
313780000000.441QAM 25631
323860000000.341QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4100
2Locked4000
3Locked4100
4Locked4100
5Locked4100
6Locked4000
7Locked4000
8Locked4000
9Locked4100
10Locked4100
11Locked4100
12Locked4100
13Locked4100
14Locked4100
15Locked4100
16Locked4100
17Locked4100
18Locked4100
19Locked4100
20Locked4100
21Locked4110
22Locked4100
23Locked4100
24Locked4100
25Locked4100
26Locked4100
27Locked4100
28Locked4100
29Locked4100
30Locked4100
31Locked4100
32Locked4100

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159924K1800QAM 40961128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked420.81515590270
 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000034.35120QAM 649
15370000034.35120QAM 6410
24620000034.35120QAM 6411
33940000034.35120QAM 6412
43260000034.35120QAM 6413
52360000034.35120QAM 6414

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
1
Enabled
3.1
SUBsgvca69834ncxv9873254k

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
19564
1200000450 bps
42600bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
19563
110000274 bps
42600bytes
0 bps
42600bytes
Best Effort

 Sam Knows tests - 

 

danerothery_0-1717445106164.png

 

 

BQM live link

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e0361f1cb745b5235e3e056865d6c346e0418322


any help or guidance would be greatly appreciated. 

10 REPLIES 10

David_Bn
Forum Team
Forum Team

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 

danerothery
Joining in

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. 

danerothery
Joining in

 

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

danerothery_1-1718126537650.png

 

 

 

danerothery_0-1718126484518.png

 

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,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


yes. it's been ongoing for like 4 weeks now, maybe more

 

danerothery_0-1718205481465.png

 

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.

John_GS
Forum Team


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danerothery
Joining in

danerothery_0-1718396791442.png

 

danerothery
Joining in

will i be getting my money back for this lack / loss of service.. I can't use my internet as intended. 

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.