Virgin Media Community

[ben780]

Hi there - I seem to have an issue that others have had, but it doesn't seem to be something that I can fix myself through the forums. We have the 500MBs broadband, and depending on distance to the router I usually got approx 250MB download and 50MB upload per speedtest. 

Last week I started noticing some issues, intermittent upload outages and then overall broadband outages. On Saturday I can see long periods with 100% package loss, and today (Monday) it's just unbearable. I work from home, as does my wife, which is why we got such a high powered package in the first place. 

It really feels like something has changed, some local fault or something. 

Here are some router stats that I've seen people sharing: 

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	234750000	0.7	36	256 qam	13
2	242750000	0.7	36	256 qam	14
3	250750000	1	36	256 qam	15
4	258750000	1.2	36	256 qam	16
5	266750000	1.7	36	256 qam	17
6	274750000	2.4	36	256 qam	18
7	282750000	2.5	37	256 qam	19
8	290750000	2.2	36	256 qam	20
9	298750000	2.5	36	256 qam	21
10	306750000	3	37	256 qam	22
11	314750000	3.2	37	256 qam	23
12	322750000	3.2	37	256 qam	24
13	330750000	3.7	37	256 qam	25
14	338750000	4	37	256 qam	26
15	346750000	3.5	37	256 qam	27
16	354750000	3.4	37	256 qam	28
17	362750000	3.5	37	256 qam	29
18	370750000	3.5	37	256 qam	30
19	378750000	3.2	37	256 qam	31
20	386750000	3.4	37	256 qam	32
21	394750000	3.7	37	256 qam	34
22	402750000	3.4	36	256 qam	35
23	410750000	3.4	37	256 qam	36
24	418750000	4	37	256 qam	37

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	36.6	199	241
2	Locked	36.6	176	229
3	Locked	36.6	169	166
4	Locked	36.6	163	161
5	Locked	36.3	136	197
6	Locked	36.6	164	175
7	Locked	37.3	155	167
8	Locked	36.6	166	157
9	Locked	36.3	149	170
10	Locked	37.3	168	151
11	Locked	37.3	146	149
12	Locked	37.6	132	157
13	Locked	37.3	151	152
14	Locked	37.3	145	152
15	Locked	37.3	131	157
16	Locked	37.3	134	144
17	Locked	37.3	148	142
18	Locked	37.3	132	144
19	Locked	37.6	141	146
20	Locked	37.3	131	137
21	Locked	37.3	127	139
22	Locked	36.6	127	139
23	Locked	37.3	131	141
24	Locked	37.3	118	130

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	25799089	50.7	5120	16 qam	6
2	39400334	50.7	5120	16 qam	4
3	46200532	50.5	5120	16 qam	3
4	32599567	50.7	5120	16 qam	5

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	21	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	8	0
4	ATDMA	0	0	8	0

Modulation at 16qam seems an issue?

I've noticed something new on my iPhone though, with a warning about encrypted DNS settings on the browser, that I'd not seen before, creating a privacy warning. But that might be something completely different. 

I use a mesh to help get coverage to other parts of the house (Orbi), and there are some devices (Playstation, catflap monitor) that were connected to the router, but I've taken them off and the problem persists. Obviously I've checked cables, done resets and used the VM diagnostic tools, all to no avail.

Help please! 

[ben780]

Here's the Broadband Quality Monitor: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/24bc50cc34d585515f86088514f2ae0cda...

 All the data loss packages. 😱

[jbrennand]

Thats a dreadful BQM! Have you checked first for any “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try 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.

[ben780]

Thanks - I've been checking the link quite regularly. Earlier it said no issues, an hour or two ago it suggested there might be an issue. I called the line, that said there was an issue 'and it's more complicated so taking longer to fix'. I got the text messages with specific link to issue status ... which says there's no issue. 

I'm not really sure what I've learnt from it, but my internet still doesn't work, and my BQM further resembles a scene from a budget horror film. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/24bc50cc34d585515f86088514f2ae0cda...

[jbrennand]

The 0800 number gives the most reliable info. So nothing to be done until it gets fixed. Note all VM fix times are at best "guesstimates". Might be sooner or may take longer.

[ben780]

Thanks John. No changes yet, it's still a big red mess in BQM. 😭

I've tried the phone line a few times, but no indication on when a fix might be ready. Anyone from VM able to give more of an update? 

[Zak_M]

Good morning @ben780, 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you are experiencing these issues. 

I have managed to take a look over things from here & you are currently suffering an outage, the estimated time of fix is for today (08/02/22) at 16:00. 

Kind regards,

Zak_M

[ben780]

Thanks Zak. Hope that estimated fix time is true! 

[Nathan_B]

Hi @ben780, 

thanks for your patience with this issue. I have checked our systems for an update on this known issue and unfortunately it does look like the estimated fix time has now been moved to 9am tomorrow(11/02/22).

Apologies for any inconvenience caused by this, rest assured the team will be working to get this resolved asap.

Regards

Nathan