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Z92
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An upload speed of 0.01mbps is apparently normal ?

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:

Screenshot_20210912-121719_Speedtest.jpg

 

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

13940009642.3512016 qam4
24620062342.5512016 qam3
36029911041.3512016 qam1
45370067442.3512016 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0050
3ATDMA0090
4ATDMA000

0

 

Downstream bonded channels

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

12267500007.440256 qam12
22187500007.540256 qam11
32347500007.540256 qam13
42427500007.440256 qam14
52507500007.440256 qam15
62587500007.440256 qam16
72667500007.440256 qam17
82747500007.440256 qam18
92827500007.840256 qam19
102907500007.940256 qam20
112987500007.940256 qam21
123067500007.640256 qam22
133147500007.840256 qam23
14322750000840256 qam24
153307500008.340256 qam25
163387500008.340256 qam26
173467500007.940256 qam27
183547500007.840256 qam28
193627500007.940256 qam29
203707500008.340256 qam30
213787500008.540256 qam31
223867500008.540256 qam32
233947500008.540256 qam33
244027500008.340256 qam34



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.340
2Locked40.360
3Locked40.350
4Locked40.340
5Locked40.960
6Locked40.960
7Locked40.360
8Locked40.970
9Locked40.350
10Locked40.950
11Locked40.370
12Locked40.950
13Locked40.360
14Locked40.350
15Locked40.360
16Locked40.340
17Locked40.330
18Locked40.340
19Locked40.360
20Locked40.350
21Locked40.950
22Locked40.350
23Locked40.950
24Locked40.910

 

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-tony-
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Message 2 of 13
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Re: An upload speed of 0.01mbps is apparently normal ?

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

____________________

Tony.
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Serena_C
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Message 3 of 13
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Re: An upload speed of 0.01mbps is apparently normal ?

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

 

 

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-tony-
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Message 4 of 13
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Re: An upload speed of 0.01mbps is apparently normal ?

@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

____________________

Tony.
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Z92
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Message 5 of 13
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Re: An upload speed of 0.01mbps is apparently normal ?

@-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.

 

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-tony-
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Message 6 of 13
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Re: An upload speed of 0.01mbps is apparently normal ?


@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 

____________________

Tony.
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jbrennand
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Message 7 of 13
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Re: An upload speed of 0.01mbps is apparently normal ?

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.

https://community.virginmedia.com/t5/QuickStart-set-up-and/Re-Broadband-installation-delay/m-p/48208...

 


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jem101
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Message 8 of 13
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Re: An upload speed of 0.01mbps is apparently normal ?

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!

Z92
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Message 9 of 13
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Re: An upload speed of 0.01mbps is apparently normal ?


@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.

https://community.virginmedia.com/t5/QuickStart-set-up-and/Re-Broadband-installation-delay/m-p/48208...

 


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. 

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jbrennand
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Message 10 of 13
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Re: An upload speed of 0.01mbps is apparently normal ?

Apologies

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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