12-09-2021 13:03 - edited 12-09-2021 13:05
VM customer service say everything is perfect, nothing to worry about.Despite the fact I can't do any video calls as my voice is just constant broken up, so I did a speed test:
I'm sure my upload QAM is supposed to be 64 not 16 as well...
(HUB was power cycled about an hour ago before taking these readings from it)
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400096 | 42.3 | 5120 | 16 qam | 4 |
2 | 46200623 | 42.5 | 5120 | 16 qam | 3 |
3 | 60299110 | 41.3 | 5120 | 16 qam | 1 |
4 | 53700674 | 42.3 | 5120 | 16 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 5 | 0 |
3 | ATDMA | 0 | 0 | 9 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 226750000 | 7.4 | 40 | 256 qam | 12 |
2 | 218750000 | 7.5 | 40 | 256 qam | 11 |
3 | 234750000 | 7.5 | 40 | 256 qam | 13 |
4 | 242750000 | 7.4 | 40 | 256 qam | 14 |
5 | 250750000 | 7.4 | 40 | 256 qam | 15 |
6 | 258750000 | 7.4 | 40 | 256 qam | 16 |
7 | 266750000 | 7.4 | 40 | 256 qam | 17 |
8 | 274750000 | 7.4 | 40 | 256 qam | 18 |
9 | 282750000 | 7.8 | 40 | 256 qam | 19 |
10 | 290750000 | 7.9 | 40 | 256 qam | 20 |
11 | 298750000 | 7.9 | 40 | 256 qam | 21 |
12 | 306750000 | 7.6 | 40 | 256 qam | 22 |
13 | 314750000 | 7.8 | 40 | 256 qam | 23 |
14 | 322750000 | 8 | 40 | 256 qam | 24 |
15 | 330750000 | 8.3 | 40 | 256 qam | 25 |
16 | 338750000 | 8.3 | 40 | 256 qam | 26 |
17 | 346750000 | 7.9 | 40 | 256 qam | 27 |
18 | 354750000 | 7.8 | 40 | 256 qam | 28 |
19 | 362750000 | 7.9 | 40 | 256 qam | 29 |
20 | 370750000 | 8.3 | 40 | 256 qam | 30 |
21 | 378750000 | 8.5 | 40 | 256 qam | 31 |
22 | 386750000 | 8.5 | 40 | 256 qam | 32 |
23 | 394750000 | 8.5 | 40 | 256 qam | 33 |
24 | 402750000 | 8.3 | 40 | 256 qam | 34 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.3 | 4 | 0 |
2 | Locked | 40.3 | 6 | 0 |
3 | Locked | 40.3 | 5 | 0 |
4 | Locked | 40.3 | 4 | 0 |
5 | Locked | 40.9 | 6 | 0 |
6 | Locked | 40.9 | 6 | 0 |
7 | Locked | 40.3 | 6 | 0 |
8 | Locked | 40.9 | 7 | 0 |
9 | Locked | 40.3 | 5 | 0 |
10 | Locked | 40.9 | 5 | 0 |
11 | Locked | 40.3 | 7 | 0 |
12 | Locked | 40.9 | 5 | 0 |
13 | Locked | 40.3 | 6 | 0 |
14 | Locked | 40.3 | 5 | 0 |
15 | Locked | 40.3 | 6 | 0 |
16 | Locked | 40.3 | 4 | 0 |
17 | Locked | 40.3 | 3 | 0 |
18 | Locked | 40.3 | 4 | 0 |
19 | Locked | 40.3 | 6 | 0 |
20 | Locked | 40.3 | 5 | 0 |
21 | Locked | 40.9 | 5 | 0 |
22 | Locked | 40.3 | 5 | 0 |
23 | Locked | 40.9 | 5 | 0 |
24 | Locked | 40.9 | 1 | 0 |
12-09-2021 13:53 - edited 12-09-2021 13:55
might be normal to the agent you spoke to - offshore was it - they are clueless - the problem is likely the upstream levels are all at 16qam - they should be 64
try a reboot - turn off for a couple of minutes and see if that helps - if not try a full reset - hold the button a good 30sec and a bit more let it reset - dont power off and wait for it to connect back to the internet - be aware that will reset everything back to default - ssid's passwords etc
some of that you have already tried but go through it again
again see if that helps - if not come back and wait for VM to get to the thread and look at things
on 14-09-2021 14:14
Hi @Z92
Thank you for your post regarding your slow upload speeds, I'm sorry to hear you did not get the help you require during your phone call. That is not the high standard of service we aim to provide.
I would like to investigate your connection issues further, especially the upstream levels, and see if we need to send a technician out. I shall send you a private message now to obtain the details required.
Kind regards,
Serena
on 14-09-2021 14:29
@Serena_C afaik the user is no longer a VM customer so no panic if thats correct
see last post here
https://community.virginmedia.com/t5/user/viewprofilepage/user-id/826959
on 15-09-2021 09:30
@-tony-
I'm definitely still a VM customer, I don't know what gave you that impression? I recently mentioned I had contacted VM customer services because my contract is up for renewal soon, but my services are still active and I still expect support for such services. Please don't post comments which you don't know the facts for.
on 15-09-2021 09:41
@Z92 wrote:@-tony-
I'm definitely still a VM customer, I don't know what gave you that impression? I recently mentioned I had contacted VM customer services because my contract is up for renewal soon, but my services are still active and I still expect support for such services. Please don't post comments which you don't know the facts for.
my apologies to @Z92 - i thought he/she had left VM
15-09-2021 12:30 - edited 15-09-2021 12:34
No apologies needed @Tony They clearly posted they had left for Pure Broadband.
That's good. I just told them my contract was coming to an end and was wondering if there was any offers for renewing my contract and they said the cheapest they could do would be £35 per month for 18 months so I told them to not bother and signed up with pure broadband instead for £34.99. I'll probably get vm calling me with a better offer soon but it's too late now.
on 15-09-2021 12:54
To be entirely fair, even if @Z92 has signed up with a new provider, and has given notice to VM to cancel, until the 30 day notice has expired, he/she is still paying and can expect support, right up to the last second.
Of course what degree of support you get from CS is another matter entirely!
on 15-09-2021 13:00
@jbrennand wrote:No apologies needed @Tony They clearly posted they had left for Pure Broadband.
That's good. I just told them my contract was coming to an end and was wondering if there was any offers for renewing my contract and they said the cheapest they could do would be £35 per month for 18 months so I told them to not bother and signed up with pure broadband instead for £34.99. I'll probably get vm calling me with a better offer soon but it's too late now.
Incorrect again John and jumping to conclusions which you have no facts for. Yes I've signed up to pure broadband and yes I will be leaving virgin media in the future, BUT CURRENTLY I'M STILL A VIRGIN MEDIA CUSTOMER. I have not left yet. I still have a working virgin media connection.
So your post is inaccurate at best.
Please post a public apology before I submit a formal complaint to virgin media.
on 15-09-2021 13:14