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SGWP
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Poor internet / speed and intermittent loss of service

Having spent a laborious amount of time recently with Virgin Media on the phone and being several years out of contract I was able to get my internet boosted up to 200mbps.

This was off the back of myself and my wife working from home and with multiple devices connected.

I was trying to get an engineer out (which in the 13 odd years we have been with VM in the current address we have had only had one engineer visit) but was informed there was a charge of £100 (a bit rich I thought). Our cable is quite tattered leading to the front of the house and I am loathed to pay this fee for the length of time we have been a customer (apparently, I am not spending enough – one would think over £11K in that time is an ample amount…).

We have had quite bad outages of internet – my wife works for a video conferencing business and she is getting bad connectivity. I thought with the upping to 200mbps and a Wi-Fi booster (yep, being charged for that) I thought this would sort the issue, but it is still bad.

I have done numerous checks, speed tests and router re-starts, etc. but the issue persists so am hoping there is someone sensible on here that can help.

I’ve been monitoring the internet (speed tests are showing 200mbps is delivered) but this doesn’t correlate with our internet still being bad. See graph below – which is a bit alien to me so would appreciate if anyone can help me decipher the below (which I think means the internet is quite stable) in layman’s terms.

I suspect it may be our cable / router but if you can shed a light on this that would be greatly appreciated – I am new on here…

Any thoughts directly from VM would also be appreciated…

SGWP_0-1619017900086.jpeg

 

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gary_dexter
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Alessandro Volta
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Re: Poor internet / speed and intermittent loss of service

BQM shows a bit of packet loss.

Post the network, upstream and downstream logs from the hubs admin pages back here as text for review please.

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SGWP
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Re: Poor internet / speed and intermittent loss of service

Thanks Gary_dexter - see below. Data means nothing to me, hope it does to you!  Downstream bonded channels

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

14510000007.538256 qam40
22670000009.338256 qam17
32750000009.138256 qam18
42830000009.138256 qam19
52910000009.138256 qam20
62990000009.438256 qam21
73070000009.638256 qam22
83150000001038256 qam23
932300000010.138256 qam24
103310000001038256 qam25
113390000001038256 qam26
123470000009.938256 qam27
133550000009.938256 qam28
143630000009.838256 qam29
153710000009.438256 qam30
16379000000938256 qam31
173870000008.938256 qam32
183950000008.638256 qam33
194030000008.638256 qam34
204110000008.538256 qam35
214190000008.338256 qam36
224270000008.538256 qam37
234350000008.138256 qam38
244430000007.538256 qam39

 

Upstream bonded channels

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

12580000031.5512064 qam6
23260000032512064 qam5
33939996632.5512064 qam4
44620000433512064 qam3


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0010
3ATDMA0000
4ATDMA0020

 

 

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SGWP
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Re: Poor internet / speed and intermittent loss of service

@ gary_dexter. I uploaded the upstream / downstream details. Can you make any sense of it. 

internet doing the same today. 

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