I've been on the 1 gig connection for about a year now. Recently I've seen some more inconsistent speed fluctuations throughout the day. I reset the router and within 24 hours I seem to be getting a small number of T4 timeouts and a high number of uncorrectables on the 3.1 channels. Is this normal and within the margin of what is acceptable?
Thank you in advance for any help/comments.
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
Your upstream is struggling. Possibly a cable or cabinet problem, although I don’t think it’s a cable problem by your downstream levels. Possibly moving you to another tap on the street cabinet may fix the problem. Are you a long way from the street cabinet? In any case I think you will need a technician’s visit unless there is an area problem.
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
VM will not dispatch any technicians while an area fault exists.
If no area faults found:
Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
I'll sit it out for a forum member to pick up the post here and keep an eye on reported time outs the next week.
Thanks for commenting.
Update on upstream power levels and timeouts.
Also under downstream the uncorrectables has also climbed to over 34k. Not sure if this is considered normal.
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
Thanks for your post, and welcome back to our Community Forums.
I'm sorry to hear you're having some issues with your speeds. I've taken a look on our side, and can see your services are currently affected by a known issue - this may be the cause of the timeouts and uncorrectables. The details for the issue are:
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 Ref: F010371293
Estimated Fix Time: 10 JAN 2023 09:00
We're very sorry for any inconvenience this may cause in the meantime and rest assured, we're working on getting this resolved as soon as possible.
Reece - Forum Team
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So it's passed the 10th Jan and I'm still having problems.
While playing a game last night I was dropping packets that made the game unplayable. I set up a broadband monitor and can see that I'm getting strange latency spikes and dropping packets. Can this please be investigated?
Full days graph, The more considerable red packet loss is when I tried restarting the Virgin router, but alas still a problem.
So yeah, latency all over the place and packet loss. The good news is Truespeed is installing FTTP in the area, so looking forward to swapping to them for full 900mbps up/down come May. Ever since I've moved into this property and had 2 engineer visits I'm still back with this problem around latency and packet loss that keeps coming back. Poor service and connection for £100 pcm.