on 16-08-2020 10:09
Over the last couple of days i have been experiencing periods of time where i have been getting very slow upload speeds anywhere from 0 to 0.08mb/s. Thios problem seems to have become permenant over the last day only getting a maximum upload speed of 0.02mb/s. downloads speeds seem to be unaffected though. Due to the near non exsistent upload speeds our interent has been unuseable. i have tried following the advice online such as resetting the hub, and turning it off for 15 minutes then turning it back on. Service status also says there are no problems. all other posts with similar problems on this forum seem to require a engineer to vist if that is true could someone here help me arrange that? We pay for the m500 fibre broadband so we should be getting up to 36mb/s upload speed and this is needed more now than ever since people are working from home. Any help i could get would be much appreciated.
Answered! Go to Answer
on 17-08-2020 10:40
Hi wilsy96
Thanks for posting and welcome to the community.
I am sorry for the broadband issues. There is an SNR (signal to noise ratio) issue affecting the service. The estimated fix date is tomorrow.
However, three of your 4 upstream issues are showing as out of spec, which needs an engineer visit. I'll PM you now to arrange
Kind regards,
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on 17-08-2020 13:23
Thanks for joining me on PM wilsy96,
Just to update the thread, I've booked in the engineer visit
Kind regards,
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on 26-08-2020 17:37
Hi @wilsy96,
Thanks for the message. My apologies for the broadband issues. There is an SNR issue affecting the service currently. F008352309 is the reference. The estimated fix date is the 31st August 2020.
Kind regards,
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on 16-08-2020 10:19
on 16-08-2020 10:31
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 234750000 | 1.9 | 40 | 256 qam | 13 |
2 | 138750000 | 0.5 | 38 | 256 qam | 1 |
3 | 146750000 | 1 | 40 | 256 qam | 2 |
4 | 154750000 | 1 | 40 | 256 qam | 3 |
5 | 162750000 | 1 | 40 | 256 qam | 4 |
6 | 170750000 | 0.7 | 40 | 256 qam | 5 |
7 | 178750000 | 1 | 40 | 256 qam | 6 |
8 | 186750000 | 1.4 | 40 | 256 qam | 7 |
9 | 194750000 | 1.5 | 40 | 256 qam | 8 |
10 | 202750000 | 1.5 | 40 | 256 qam | 9 |
11 | 210750000 | 1.2 | 38 | 256 qam | 10 |
12 | 218750000 | 1.4 | 38 | 256 qam | 11 |
13 | 226750000 | 1.5 | 40 | 256 qam | 12 |
14 | 242750000 | 1.7 | 40 | 256 qam | 14 |
15 | 250750000 | 1.5 | 40 | 256 qam | 15 |
16 | 258750000 | 1.5 | 40 | 256 qam | 16 |
17 | 266750000 | 1.5 | 40 | 256 qam | 17 |
18 | 274750000 | 1.4 | 40 | 256 qam | 18 |
19 | 282750000 | 1.4 | 40 | 256 qam | 19 |
20 | 290750000 | 1.2 | 40 | 256 qam | 20 |
21 | 298750000 | 1.2 | 40 | 256 qam | 21 |
22 | 306750000 | 1 | 40 | 256 qam | 22 |
23 | 314750000 | 1.2 | 40 | 256 qam | 23 |
24 | 322750000 | 1.2 | 40 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 14 | 0 |
2 | Locked | 38.9 | 16 | 0 |
3 | Locked | 40.3 | 10 | 0 |
4 | Locked | 40.3 | 10 | 0 |
5 | Locked | 40.3 | 7 | 0 |
6 | Locked | 40.3 | 34 | 0 |
7 | Locked | 40.3 | 25 | 0 |
8 | Locked | 40.3 | 20 | 0 |
9 | Locked | 40.3 | 22 | 0 |
10 | Locked | 40.3 | 19 | 0 |
11 | Locked | 38.9 | 9 | 0 |
12 | Locked | 38.9 | 13 | 0 |
13 | Locked | 40.3 | 8 | 0 |
14 | Locked | 40.3 | 9 | 0 |
15 | Locked | 40.9 | 10 | 0 |
16 | Locked | 40.3 | 8 | 0 |
17 | Locked | 40.3 | 8 | 0 |
18 | Locked | 40.9 | 8 | 0 |
19 | Locked | 40.3 | 4 | 0 |
20 | Locked | 40.3 | 5 | 0 |
21 | Locked | 40.3 | 10 | 0 |
22 | Locked | 40.9 | 23 | 0 |
23 | Locked | 40.9 | 18 | 0 |
24 | Locked | 40.3 | 17 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200366 | 5.196 | 5120 | 16 qam | 1 |
2 | 39399491 | 5.2 | 5120 | 16 qam | 2 |
3 | 32600046 | 5.2 | 5120 | 16 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 |
i don't know how to post a screen shot here but the speed test by Ookla on speedtest.net came back showing 12ms ping 15.85Mbps Download and 0.01Mbps Upload.
on 16-08-2020 10:35
Your Upstream Channels have problems ...
You have three Upstream Channels, we would expect to see four.
Two of those channels are above maximum power.
Any noise on your line will pull your connection down.
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
on 16-08-2020 10:53
The "check service status" show no issues i will call the number soon and see what that tells me.
Thank you for the replys.
16-08-2020 11:21 - edited 16-08-2020 11:21
@wilsy96 wrote:The "check service status" show no issues i will call the number soon and see what that tells me.
Thank you for the replys.
As Mike says the upstream channels have high power levels, as well as a channel being missing. The qam value is also out of spec (Should be 64 qam):
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200366 | 5.196 | 5120 | 16 qam | 1 |
2 | 39399491 | 5.2 | 5120 | 16 qam | 2 |
3 | 32600046 | 5.2 | 5120 | 16 qam | 3 |
An engineer visit is required.
on 16-08-2020 11:24
I assumed as much. Thank you for the reply hopefully a member of the forum staff will be around soon to help me arrange an engineer.
on 16-08-2020 12:27
Are you using a third party router behind the VM Hub ?
If yes, you need to set it to 'respond to ping'.
If no, you have a major outage in the area and you need to phone in to let them know.
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.
on 16-08-2020 12:47
no i am not using any 3rd party router. I called the service check number you supplied earlier and it said they are aware of problems in my postcode. i'll wait till a member of the staff picks this thread up to let me know what to do going forward thank you for the help.
on 16-08-2020 12:59