Virgin Media Community

[Anankha]

For several days now my BB speed (wifi & Ethernet) keeps dropping. I cannot access any websites.
Checking for service status states there’s no problem in my area, but running a test says there is a problem in the area.
Using the check for connection issues says I require an engineer’s visit.
I don’t know which to believe.

Thanks in advance.

[jbrennand]

That's poor - what does it say on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level

If nothing shows call it is and see what they say about the known fault. All Tech visits are auto-cancelled until any know faults are cleared

[goslow]

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@Anankha wrote:

For several days now my BB speed (wifi & Ethernet) keeps dropping. I cannot access any websites.
Checking for service status states there’s no problem in my area, but running a test says there is a problem in the area.
Using the check for connection issues says I require an engineer’s visit.
I don’t know which to believe. Thanks in advance.

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I had a very similar experience during the summer

https://community.virginmedia.com/t5/Networking-and-WiFi/Intermittent-connection-Area-fault-or-not/m...

which lasted about 4 days and there was conflicting advice/info from the various helplines and online tests. BQM at the time looked very similar to above and lots of T3 timeouts in the logs.

What do your router stat's look like? My issue was some kind of intermittent upstream problem which VM kept reporting on the fault info then claiming it was resolved only to put a fault back up again later. Resolved itself eventually. Only reliable info to go with at the time was the router stat's and the BQM graph. Both of which clearly showed there was a problem (even when the VM info was saying there was not).

[Anankha]

As requested the text:

Downstream Bonded Channels:

1	330750000	7	40	256 qam	25
2	266750000	8.4	40	256 qam	17
3	274750000	8.4	43	256 qam	18
4	282750000	8.4	40	256 qam	19
5	290750000	8.3	40	256 qam	20
6	298750000	8.3	40	256 qam	21
7	306750000	7.9	40	256 qam	22
8	314750000	6.6	38	256 qam	23
9	322750000	3.9	38	256 qam	24
10	338750000	7.8	40	256 qam	26
11	346750000	8	40	256 qam	27
12	354750000	8.1	40	256 qam	28
13	362750000	8.1	40	256 qam	29
14	370750000	8.4	40	256 qam	30
15	378750000	8.5	40	256 qam	31
16	386750000	8.6	40	256 qam	32
17	394750000	8.6	40	256 qam	33
18	402750000	8.8	40	256 qam	34
19	410750000	8.6	40	256 qam	35
20	418750000	8.5	40	256 qam	36
21	426750000	8.4	40	256 qam	37
22	434750000	8.4	40	256 qam	38
23	442750000	8.4	40	256 qam	39
24	450750000	8.5	40	256 qam	40

1	Locked	40.3	2	0
2	Locked	40.9	8	0
3	Locked	43.3	7	0
4	Locked	40.9	8	0
5	Locked	40.9	6	0
6	Locked	40.3	6	0
7	Locked	40.9	8	0
8	Locked	38.9	7	0
9	Locked	38.9	10	0
10	Locked	40.9	14	0
11	Locked	40.9	8	0
12	Locked	40.9	9	0
13	Locked	40.3	9	0
14	Locked	40.9	6	0
15	Locked	40.9	6	0
16	Locked	40.9	6	0
17	Locked	40.9	9	0
18	Locked	40.9	8	0
19	Locked	40.3	8	0
20	Locked	40.9	3	0
21	Locked	40.9	10	0
22	Locked	40.3	15	0
23	Locked	40.9	12	0
24	Locked	40.9	7	0

Upstream:

1	32600000	40.3	5120	32 qam	5
2	39400000	40.8	5120	32 qam	4
3	46200000	41.3	5120	32 qam	3
4	53700000	41.8	5120	32 qam	2

1	ATDMA	0	0	5	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[jbrennand]

You have not posted as text - images again.

See this thread for an example of they should look..

https://community.virginmedia.com/t5/Speed/M600-Slow-speeds-80-90Mbps-download/td-p/4862717

if you really only have 9 Down channels - then you will be struggling.

That said, your BQM is truly awful. What devices are connected to the Hub on ethernet cables and have you tried swapping them to good quality Cat6a ones?

[Anankha]

@jbrennand

I’ve edited the post to remove the screen caps. When I copy & paste the text it shows as they are now. Tbh I can’t see why it matters.

I have 12 devices in total & 2 are Ethernet - laptop & game console (PS5). They are good quality cables yes.

[goslow]

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@Anankha wrote:

As requested the text:

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In your original stat's images (now removed) you were showing 64 QAM upstream which has now dropped to 32 QAM in the pasted text.

Same issue I had in the summer (upstream modulation kept varying) which caused me similar problems and a similar BQM.

[jbrennand]

it matters as you were showing data for only 9 of the 24 down channels 🙂  Now they are all visible - they are all in range - albeit on the high side - the real issue is the Up qam's dropping.

Does the 0800 number report no issues?

There have been a few threads recently where similar BQM's were due to the ethernet connected device "interfering". Try removing the PS5 connection for an hour or two and see if the BQM cleans up in that period. Or disconnect all ethernet connections and leave it on overnight and see what it looks like tomorrow over that period.

It might be time to try a 60 second pinhole reset, there have been some miraculous cures from doing that reported on this forum in the last few days.

[Anankha]

The automated service says there’s an intermittent fault with BB & TV which is taking longer than expected to fix.
That explains why things aren’t working well.

I’ve unplugged both Ethernet devices but I doubt it’ll make a difference as there’s a fault.

[jbrennand]

Yes that's likely it. Check the BQM when it is reported as fixed to confirm yours has cleaned up