Constant upload / connection issues

[danerothery]

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 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

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

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

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

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

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

159

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

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

159

Locked

42

0.8

151559027

0

3.0 Upstream channels

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

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

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

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 - 

BQM live link

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

any help or guidance would be greatly appreciated. 

[Carley_S]

Our apologies for the inconvenience the outage might be causing you at this time. This should be just an intermittent issue and not a total loss of service. Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like. You can read about our auto compensation scheme here. 

Please do keep us posted should you continue to have issues after the outage looks resolved online and we can assist further if needed. 
 

[danerothery]

This is honestly getting beyond a joke now. I literally can't stream my upload is rock bottom.. 

[Daniel_Et]

Hi @danerothery, we're sorry to hear you feel this way.

We really hope the outage is fixed as soon as possible

Regards,
Daniel

[danerothery]

good job i didn't hold my breath... 

[danerothery]

so sad. 

[danerothery]