Dreadfully slow upload speed in BH17 area

[JeremySaul]

For several days our broadband has been virtually unusable. We have M250 and our downlink speed remains at around 250Mbps. However uplink speed reported by Ookla Speedtest is never more than 1Mbps and is frequently as low os 0.2Mbps. As a result any webpage that involves interaction (online shopping, OneDrive file sync, even posting this message) is almost impossible to use. We have resorted to HotSpotting our laptop of one of our mobile phones to do somethings. Rebootring the modem makes no difference.
I have been given a fault ref of F011109320 but no clear indication of what the problem is, where it lies or when it will be fixed. First date was last Friday, now it will be Monday. When I spoke to VM I was told there have been lots of reports of the problem.
Looking at my router I see that all uplink channels are running on QAM16 instead of QAM64 which is presumably a consequence of the problem. Does any one have any information about this problem or when it might be fixed?

[jbrennand]

All you can do iswait for VM to fix the issue.  To track the fault, use the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix time estimates, down to street cab/ postcode level.

[JeremySaul]

I have called the automated number but this just acknowledges there is an issue. "Because it is a very complex problem it is taking longer than normal to fix". So no details and no resolution date.

[Reemul]

HI Jeremy, I am BH17 and exactly the same,w as noticable Thursday when working from home. Exactly the same issue uplaod speed of under 1mb when it should be 100mb and 16qam instead of 64. Says it's a known issue and they are working to resolve but nothing so far. Very frustrated

[Reemul]

Really disappointed that nothing has been fixed and no update. It's pretty obvious an engineer needs to come out and fix the set up. if it could be done remotely no reason why it should not be done immediately otherwise get an engineer out, we are paying a fortune for this rubbish.

As a gamer with 2 teenagers that liek to game as well as a wife that works from home in the evening this is really poor.

[Carley_S]

Hi @JeremySaul 

Welcome to the community forums 

Sorry to hear you're experiencing an area issue at this time. 
I have checked the systems at our side and can see that there is an ongoing area issue affecting you at this time.

You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you. 

The estimate fix time for this is currently 14th December 2023 at 16:00.  I can assure you, our engineers are working to have this resolved as soon as possible. Once the outage looks closed/fixed, please reboot your equipment and let us know if you have any further issues. 

[JeremySaul]

Thanks for commenting. No problem with tv or phone. Broadband is not intermittent,  it is non-existent. Upload speed is much less than 1Mbps all the time instead of 25Mbps so it's almost unusable. Text updates say engineer is on the way to fix the problem, but it has said that for two days so they must be travelling from a long distance. Fix time goes back by 12 hours every 12 hours so are you actually doing anything? What is the problem and why is it taking so long to fix?

[rfonline]

glad it's gonna be fixed even thou the virgin media guy on the phone said it would be fixed 7pm today

[Reemul · Accepted solution]

Yep, we had 4pm Tuesday, 9am Weds, 4pm Weds, now 4pm Thursday. Get the feeling it's either complicated or no one has actually come out and looked at it. Looking at the postcodes it's quite far spread from Tollerford Road to Verity Crescent at least

[JeremySaul]

Doesn't sound like an issue in a street cabinet