New Fault! - Upstream Unstable/Noise Issue - Gig1/Hub4

[JitteryPinger]

Hi, I know this post may take a while to be acknowledged by Virgin Media Staff, however its not an urgent issue currently....

The issue I've noticed over past few weeks is instability in upstream and increases in jitter/latency, looking at modem information shows alot of timeouts on upstream and modulations dropping to 16/32QAM across some or all channels (4)

This is causing intermittent lagging in live streaming and time sensitive applications and also the odd rebuffer on streaming services, along with substantial loss of upstream bandwidth.

Hub reboots often fix the problem but can return quickly.

I run in modem mode and restarting hub can be inconveinient.

EDIT: Adding speed test for illustration.

16QAM Upstream.

Would be willing to try new Hub 5 if possible.

Ta.

UPDATE 5/8/22 @ 17:15 - Reboot didn't resolve issue this time, still stuck at 16QAM for all upstream channels.

[mda99das]

Is the ideal voltage just a tad above zero? I am thinking of a sine wave, too high and too low are problems, in the centre is just right?

[Tom_W1]

Hi @JitteryPinger thanks for your post although I'm sorry to hear of your concerns raised.

I've had a look at things for you and it would appear there are some issues with the upstream levels to your Hub which will require a technician visit.

Please allow me to send you a PM to look into getting this sorted for you and kindly reply when you can!

Many thanks

[JitteryPinger]

Wow nearly 3 months on an still problems.... Bye!

[Molly_T]

Hi JitteryPinger, thank you for returning to the thread to let us know. 

Sorry to hear you are still experiencing issues! Are you able to give us a little more information about any problems you are currently experiencing? We will do our best to offer further support!

Sadly there is currently a local outage affecting you which is due to end on 28th October at 1pm. Sincerest apologies for any inconvenience caused due to the outage! You can check for updates here: https://virg.in/servicechecker or by calling 0800 561 0061. 

All the best.

[JitteryPinger]

It's 6 months later and I've returned to Virgin as I've no other option...

Brand new Hub 5, new Gig1 package... but same old problems with upstream!

Service has been off twice this week too.... not exactly the greatest first week back on Virgin?

[JitteryPinger]

Cancelled.... Again.

[Reece_MH]

Hi JitteryPinger 👋

Thanks for posting, and welcome back to the Community Forums.

I'm sorry to hear you've had further issues since rejoining us. I've taken a look on our end, and there is currently a known issue, which may be affecting your services. These are the details:

Fault Type: SNR (Signal-To-Noise) - You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then.
Fault Reference: F010581591
Estimated Fix Date: 27 APR 2023 15:15

I'm very sorry for any inconvenience caused by this issue and rest assured, our teams are working to resolve this as soon as possible. If you're still cancelling with us, we wish you all the best with your new provider.

Thanks,

[JitteryPinger]

Any further updates on this issue, still an issue with timeouts here.

---

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	8	0
2	ATDMA	0	0	38	0
3	ATDMA	0	0	14	0
4	ATDMA	0	0	7	0
5	ATDMA	0	0	9	0

---

Thanks,

JP

[John_GS]

Hi @JitteryPinger 

Thanks for posting and welcome back to the community.

Sorry to hear of the issue with the broadband. I've had a check on our side and your downstream power levels are all out of spec.

I'll send you a PM now to book in a tech visit.

Best wishes