Virgin Media Community

[Dannilad]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9e2267d88a415e3d39a6c3d6aa763c52ad67f7f6

Is this what you need John?

[Dannilad]

Update - Just called them, the support team just said they've logged my call on the system and that they can't escalate to a tech engineer right away, apparently I have to keep calling them? Seems a bit crazy to me...any ideas on how I can kinda shove this through the system a bit quicker or do I just need to play the game?

[jbrennand]

Forget CS they are script reading. BQM building up now. A VM person will pick this up - I wlll flag for them to come and look - keep checking backj

[Dannilad]

Yeah I'm IT support myself, albeit not off a script but I was nothing but understanding with them, not their fault at the end of the day. Thanks for all your help John, I've got email notifications on so I'll know when someone replies, I'll keep my eye on the thread 🙂

[Hayley_S]

Hello @Dannilad,

Welcome! Thanks for posting.

I am sorry for the issues with your upload speeds.

Can you please tell me if your Hub is in modem mode? If so can you turn this off? Then do a pinhole reset?

Many thanks,

[Dannilad]

Hi Hayley,

My router is not in modem mode, I can do another pinhole reset for you now and then you can monitor the BQM. Currently not had much of an issue, but my upload speed is on the slow side.

I will write back when the pinhole reset has been completed.

[Dannilad]

Just to confirm, the pinhole reset has been completed. Internet is back on but will need to watch the BQM for the latency. Upload speed still seems slow, hovering around 7-10Mbps

[Dannilad]

Hi Hayley, John,

The Internet is now playing up. I'm getting upload speeds below 1Mbps, is this being reflected on the BQM?

[jbrennand]

It went pear shaped between ~10pm-2am - looking ok since.

Hows it doing today? Post the Upstream stats again now - post pinhole reset. If still bad I will escalate again as Hayley may be off duty/hols.

[Dannilad]

It's fine through the day, always seems to, though I am working today and the connection did completely die for a minute or two, but doesn't look like it reflected this on the graph. It's always at night I have this issue, never through the day.

Upstream bonded channels

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

1	53700050	31.2	5120	64 qam	2
2	60299926	31.3	5120	64 qam	1
3	39400000	31.5	5120	64 qam	4
4	46200029	31.3	5120	32 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	25	0