Menu
Reply
Highlighted
  • 35
  • 1
  • 0
On our wavelength
421 Views
Message 1 of 6
Flag for a moderator

500MB Internet Unusable, Slow Upload

Hi there,

Since Friday evening my internet has slowly become more and more unstable and is now at the point where it's completely unusable.. I can barely load simple web pages and streaming or loading a video is impossible, plus trying to game online is also impossible at the moment.

Below are some of the details that are usually requested:

Downstream bonded channels

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

1234750000-140256 qam13
2242750000-1.438256 qam14
3250750000-1.540256 qam15
4258750000-240256 qam16
5266750000-240256 qam17
6274750000-2.540256 qam18
7282750000-2.740256 qam19
8290750000-2.740256 qam20
9298750000-340256 qam21
10306750000-3.240256 qam22
11314750000-3.540256 qam23
12322750000-3.738256 qam24
13330750000-3.940256 qam25
14394750000-638256 qam26
15402750000-5.938256 qam27
16410750000-5.738256 qam28
17418750000-5.540256 qam29
18426750000-4.938256 qam30
19434750000-4.540256 qam31
20442750000-4.438256 qam32
21450750000-4.538256 qam33
22458750000-4.240256 qam34
23466750000-4.238256 qam35
24474750000-4.238256 qam36



Downstream bonded channels

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

1Locked40.360
2Locked38.9300
3Locked40.33310
4Locked40.980
5Locked40.3190
6Locked40.3170
7Locked40.390
8Locked40.9210
9Locked40.3120
10Locked40.3110
11Locked40.3160
12Locked38.9280
13Locked40.370
14Locked38.9200
15Locked38.9210
16Locked38.6200
17Locked40.3160
18Locked38.9120
19Locked40.3140
20Locked38.970
21Locked38.900
22Locked40.370
23Locked38.9150
24Locked38.950

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1461993305.196512016 qam1
2394004735.2512016 qam2
3325998155.2512016 qam3

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000

 

ThinkBroadband Quality Share 

Hopefully someone can shed some light to a possible self fix or VM can pickup the thread as soon as possible in our current situation to get this resolved.. also who to contact for a possible refund as my internet hasn't been usable for days, I'd rather not phone and hang up the lines to someone who needs the support more but I also pay a lot a month so wanted to enquire.

Thanks in advance,
Ezreal

0 Kudos
Reply
Highlighted
  • 7.06K
  • 524
  • 915
Legend
405 Views
Message 2 of 6
Flag for a moderator

Re: 500MB Internet Unusable, Slow Upload

Your BQM is a mess and you have 3 Upstream Channels, we would expect 4.

Each of those 3 Upstream Channels is pulling too much power.

You need an engineer visit.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
0 Kudos
Reply
Highlighted
  • 6.1K
  • 311
  • 541
Forum Team
Forum Team
310 Views
Message 3 of 6
Flag for a moderator

Re: 500MB Internet Unusable, Slow Upload

Hi Ezreal

 

Thanks for posting and apologies for the broadband issues. There is an SNR issue affecting the service (Signal to noise ratio) the estimated fix date is today and the fault number is F008312836  

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Reply
Highlighted
  • 35
  • 1
  • 0
On our wavelength
193 Views
Message 4 of 6
Flag for a moderator

Re: 500MB Internet Unusable, Slow Upload

Hi there,

Any update on this issue? It seemed to of disappeared but today it’s now back and my internet is back to unusable.

Thanks,
Ezreal

0 Kudos
Reply
Highlighted
  • 35
  • 1
  • 0
On our wavelength
96 Views
Message 5 of 6
Flag for a moderator

Re: 500MB Internet Unusable, Slow Upload

Just checked my BQM graph and it's back to pretty much a wall of red. Also just did this Speedtest - my download speed is absolutely fine is what I'd expect but obviously the upload makes it impossible to do anything at all.

Hopefully someone from VM can inform me of what's going on and arrange an engineer if that's what is needed. 

0 Kudos
Reply
Highlighted
  • 2.32K
  • 140
  • 178
Forum Team
Forum Team
27 Views
Message 6 of 6
Flag for a moderator

Re: 500MB Internet Unusable, Slow Upload

Hi Ezreal,

 

Thanks for getting back to us. 

 

I've had a look at your account again and the SNR issue is still affecting your services.

 

You will notice an intermittent connection until this is fully resolved, but don't worry our team are working to make sure this is as soon as possible.

 

The current estimated fix date is the 8th September.

 

Thanks

 

Melissa

0 Kudos
Reply