Extremely slow upload speeds for nearly 2 weeks

[Miles14]

Hi 

Ive been experiencing slow upload speeds of around 0.5-1 mbps every day after 1pm for the last 2 weeks. Im currently on M350.

Ive contacted customer services multiple times since 8/3/23 and also raised a complaint. The issue seems to be an SNR fault and I've had the estimated fix date pushed back 8 times with the next being 22/3/23. This has meant I can't work from home and have to travel daily to another location. 

When raising the complaint I was told after 30 days have passed then I can discuss ending my contract early however Id prefer to have the service up and running. I have not been offered a visit from an engineer yet which I'm unhappy about. 

All the network logs are showing as critical

[Miles14]

Time Priority Description

21/03/2023 20:17:53	notice	LAN login Success;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 20:14:10	Warning!	LAN login FAILED: Incorrect Username / Password / ConnectionType; CM-MAC=**********; CMTS-MAC=**********QOS=1.1;CM-VER=3.0;
21/03/2023 17:52:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**********CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 17:52:1	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**********;CMTS-MAC=04:**********;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 03:37:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 03:37:51	critical	Unicast Ranging Received Abort Response - initializing MAC; CM-MAC=**********CMTS-MAC=**********CM-QOS=1.1;CM-VER=3.0;
21/03/2023 02:37:25	critical	No Ranging Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********-QOS=1.1;CM-VER=3.0;
21/03/2023 02:37:24	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 01:25:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**********:cb;CMTS-MAC=**********1f;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 01:25:19	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
20/03/2023 23:01:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********CM-QOS=1.1;CM-VER=3.0;
20/03/2023 23:01:46	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**********cb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
20/03/2023 18:23:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**********:cb;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
20/03/2023 18:23:17	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**********;CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
20/03/2023 17:51:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**********CMTS-MAC=**********;CM-QOS=1.1;CM-VER=3.0;
20/03/2023 17:51:16	critical	Unicast Ranging Received Abort Response - initializing MAC; CM-MAC=**********; CMTS-MAC=0**********CM-QOS=1.1;CM-VER=3.0;
20/03/2023 03:47:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********CM-QOS=1.1;CM-VER=3.0;
20/03/2023 03:47:14	critical	Unicast Ranging Received Abort Response - initializing MAC; CM-MAC=**********; CMTS-MAC=**********CM-QOS=1.1; CM-VER=3.0;
20/03/2023 02:13:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**********;CMTS-MAC=**********CM-QOS=1.1;CM-VER=3.0;
20/03/2023 02:13:48	critical	Unicast Ranging Received Abort Response - initializing MAC; CM-MAC=**********CMTS-MAC=**********CM-VER=3.0;

[IPFreely]

Yeah upstream channel 1 is a disaster. Clear noise. An engineer visit would do nothing for you: there's something generating noise in that specific frequency range.

[Miles14]

Thanks for your reply.

Do you know how long these things usually take to fix? Its been nearly a month since the fault was first realised by virgin.

[Akua_A]

Hi @Miles14 

Welcome to our community forums and thank you for your first posts. 

Sorry to hear you have been having issues with your service speeds. We can understand the inconvenience caused and we want to best help. I have had a look into your service and I can confirm the fault is still ongoing. The current estimated fix time is 31 MAR 2023 14:00. Please bear with our team while they continue to work to resolve the issue. If the issue persists after this, please let me know and I will do my best to help.

Thanks,

[Miles14]

On Tuesday 28 March I got a message to say the fault was fixed. The upload speeds had improved however I was still getting disconnections.   I was promised a call back and did not receive one so I called your customer services in regards to my complaint opened on 11th March . I was told id get a call back at a specific time. Never received one, this is the 3rd complaint handler that has not called me back. last week upload speeds dropped to around 1-2mb, once again affecting my job. I had to call back as the adviser who I spoke to last week did not return my call to book an engineer. I managed to get an engineer booked, he's replaced the hub and the speeds are still low like before. He says there's a new outage in the area and its estimated fix is now 17/4/23. So this ordeal is starting all over again. 3 complaints advisers have not called me back and seems they can't be bothered to resolve this The customer service has been shocking and ill be forwarding this to the Ombudsmans as soon as the complaints is eligible. 

[Ashleigh_C]

Thank you for popping back to us @Miles14 

I have taken a look and I can see that a Signal to Noise (SNR) outage was raised again on the 12th of April and currently has an estimated fix of April 17th at 6pm. 

We are so sorry for the inconvenience but this does mean our team are aware and doing all they can to resolve this. 

Please do let us know how things are looking after this time? 

[Miles14]

Still no response from your complaints team. Are you able to provide an update on my SAR please?

[John_GS]

Hi @Miles14 

Thanks for coming back to us. I'll send you a PM now to assist further.

Best wishes.