Virgin Media Community

[Accordion365]

Hi guys,

Relatively new to Virgin, signed up earlier this year with Volt M500 Fibre Broadband.

Really since we have been with Virgin the upload speeds have been absolutely awful.

I've used the RealSpeed website which returns the following results:

Router

Download Mbps

438

Upload Mbps

0.0

Latency ms

13.4

Jitter ms

2.49

Packet loss %

0.12

Device

Download Mbps

10.3

Upload Mbps

2.28

Latency ms

202

Jitter ms

185

Packet loss %

N/A

The router seems to have a fine download connection, but no recognisable upload speed? This is fairly crippling. Any help appreciated.

[legacy1]

Test hub in modem mode with a PC in safe mode with networking.

[Accordion365]

Okay, can I ask why? The upload speed is the same on every device.

The Virgin Media Connect App reports hub speeds of 242mpbs/1mpbs and wifi speeds of 46mps/0mps on my mobile (download/upload).

[Accordion365]

Is this normal?

Here's what think broadband shows - is this normal? It looks like high packet loss.

[Adri_G]

Hey Accordion365, thanks for reaching out on our help forum and welcome on board.

We're sorry to hear of the upload speed issues, how have things gone since your last post and has the advice from legacy1 above helped?

Let us know what speeds are reported via ethernet on our hub directly as it's the most accurate measurement you can get.

We'll be here to assist with any issues with your service and speeds.

[risc19]

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@Accordion365 wrote:

Is this normal?

Here's what think broadband shows - is this normal? It looks like high packet loss.

---

It's normal for a faulty dog dirt virgin connection yes.

[legacy1]

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@Accordion365 wrote:

Here's what think broadband shows - is this normal? It looks like high packet loss.

---

Its not normal.

[Kath_F]

Hi Accordion365,

Thanks for coming back to us on this one. 

Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

• Fault reference number: F010423641
• Estimated fix time: 16 MAR 2023 15:20
• Description: Status report  ||  You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

I have made a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. 

If there is anything else we can do, let us know. 

Thanks,

[Accordion365]

Upload speed appears much improved.
Thanks for the help all.

[Ilyas_Y]

Hi there @Accordion365, thanks for the update on the forums. 👋🏼

I'm glad to hear the upload speed has improved.
I've had a look and I can see there is an SNR (signal to noise ratio) outage in the area.
The reference for this fault is: F010423641 and the estimated fix date is for the 23rd March 2023 at 3:20pm.

SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system).
  
The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates he amount of work required and the time frame for resolution.

Kind regards,
Ilyas.