Virgin Media Community

[Vegancookies]

Since Tuesday we have had massive issues with our upstream and packet loss, we are using hub3.

using MTR during outages every hop shows significant packet loss, and the upstream values of the channel whilst sometimes are all 64 qam, often instead to 16 or 32 qam on at least 2 of the 4 channels.

the post code status look up shows no issues, but when we use the app diagnostic it says there are issues.

I made changes to the wifi on Thursday- giving the 5ghz its own ssid and putting it on another channel as on auto it always overlapped with the neighbours. Things worked perfectly on Friday and the weekend, and a factory reset did nothing to resolve the issue on Wednesday.

I've also unscrewed and re screwed the wires going into the tv and internet (and restarted the router several times) to no avail.

sometimes it works, often it does not.

when it isn’t and I do a speed test download is always fine, sometimes down to 100 Mbps, but that’s fine. Upload however goes down to between 0 and 0.2 Mbps (I suspect from the packet loss that seems to be caused by a bad SNR).

any information or advice- or if you want more technical details please feel free to ask.

thanks 🙂

[Vegancookies]

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

1	60300000	50.3	5120	64 qam	1
2	39400298	50.5	5120	16 qam	4
3	53700000	50.8	5120	64 qam	2
4	46199941	50.5	5120	64 qam	3

Just to give a specific image, right now it's not great, but still does work, but if one of the other channels drops below 64 qam (and they often do) it becomes unusable.

To clarify the issues persist over ethernet cable connections, not just wifi.

[bungle99]

I raised this topic yesterday: https://community.virginmedia.com/t5/Speed/Poor-upload-speed/td-p/4618954. This is also Area 22. Seems like an almost identical (poor) experience.

[sayekm]

I am in area 22 (IG3) and had no issues since Xmas day. I live near the King George hospital so not sure if they have more than 1 box for the area.

I also have 1 stuck at 16qam for many months but not been major issue. But your power level is very close to the max 51. You may want also post the downstream data

Upstream bonded channels

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

1	39399971	45.8	5120	64 qam	2
2	25800126	45.7	5120	16 qam	4
3	32599959	47	5120	64 qam	3
4	46199985	45.3	5120	64 qam	1

[Vegancookies]

I’ll post the data a little later (when I’m on my desktop) but we are IG8 so I wonder if we have a separate or worse local issue within A22

[RedGooner]

Also in Area 22 RM end, all speed and latency ok here.

[Vegancookies]

Upstream (text data below pic)

1	60300263	52	5120	16 qam	1
2	39399959	52	5120	16 qam	4
3	53700000	51	5120	32 qam	2
4	46200469	52	5120	16 qam	3

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	0	0
4	ATDMA	0	0	1	0

[Vegancookies]

Down stream:

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

1	138750000	-6.7	34	256 qam	1
2	146750000	-6.5	35	256 qam	2
3	154750000	-6.2	35	256 qam	3
4	162750000	-6.2	35	256 qam	4
5	170750000	-5.7	35	256 qam	5
6	178750000	-5.9	35	256 qam	6
7	186750000	-5.7	35	256 qam	7
8	194750000	-5.7	35	256 qam	8
9	202750000	-5.9	35	256 qam	9
10	210750000	-5.9	35	256 qam	10
11	218750000	-5.7	35	256 qam	11
12	226750000	-5.7	35	256 qam	12
13	234750000	-5.7	36	256 qam	13
14	242750000	-5.7	36	256 qam	14
15	250750000	-5.9	36	256 qam	15
16	258750000	-6	35	256 qam	16
17	266750000	-6.2	36	256 qam	17
18	274750000	-6.2	36	256 qam	18
19	282750000	-6.5	36	256 qam	19
20	290750000	-6.2	35	256 qam	20
21	298750000	-6	35	256 qam	21
22	306750000	-6	36	256 qam	22
23	314750000	-5.9	36	256 qam	23
24	322750000	-5.9	35	256 qam	24

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

1	Locked	34.9	3600	0
2	Locked	35.5	188	0
3	Locked	35.5	355	0
4	Locked	35.5	928	0
5	Locked	35.5	737	0
6	Locked	35.7	195	0
7	Locked	35.7	112	0
8	Locked	35.7	96	0
9	Locked	35.5	135	0
10	Locked	35.5	81	0
11	Locked	35.7	77	0
12	Locked	35.7	151	0
13	Locked	36.3	29	0
14	Locked	36.3	44	0
15	Locked	36.3	15	0
16	Locked	35.5	179	0
17	Locked	36.6	19	0
18	Locked	36.3	22	0
19	Locked	36.3	24	0
20	Locked	35.7	127	0
21	Locked	35.7	33	0
22	Locked	36.6	41	0
23	Locked	36.3	45	0
24	Locked	35.7	54	0

[sayekm]

You power levels are a mess.

Uploadstream is above the max 51.

Downstream is at the max of -6

SNR seems poor too..ideal is 40.

You need an engineer to switch over to a different connection at the box. It be lot quicker is you get on the phone now and try your luck. You may need to hold over an hour but put your handsfree kit and wait for the answer. 

[Vegancookies]

So I've rung a number that virgin gave me on twitter:

0800 561 0061

0345 454 1111

They said they are doing works in our area, and say by 9AM it should be done. Problem is I've seen from other threads that 9AM doesn't mean the next morning, so we don't know when the works will finish, just a seemingly random time of day on an unspecified day.

I also don't know if they even realise they should be switching us onto another connection or if it's an unknown problem they've caused.

But I've so far not been able to speak to a human.