on 13-10-2021 21:05
My issue is as posted on the title. This is getting absolutely ridiculous. This is occurred over two months and I have made 13 customer service calls and none of them even came close to offering a technician or replacing the Hub 4.
Ofcom complaints were raised in two instances and none of them got back to me. I had one technician that was booked but was later cancelled because the issue had been ‘resolved’. Yet the speed remained at 40Mbps
Before this I had a 500M package and was able to consistently get 500+ Mbps.
I know Virgin Media does not throttle speeds, but why is that I am able to get consistent 50Mbps upload speed but I need to reset my modem in order to get 900Mbps only for it to fall back to 40Mbps 20 minutes later.
I feel like I have been cheated out of my money and this is absolutely horrendous.
Here are the steps I have done:
1. Full factory pin reset
2. Let it rest for 30 minutes before booting back on
3. Plugged out and retightened ALL cables.
My ethernet cable is CAT7 and I have been able to receive 900Mbps for the maximum of 20 minutes after modem reset.
on 13-10-2021 21:12
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 3.2 | 39 | QAM256 | 25 |
10 | 211000000 | 6.5 | 40.4 | QAM256 | 10 |
11 | 219000000 | 3 | 33 | QAM256 | 11 |
12 | 227000000 | 4.8 | 31.3 | QAM256 | 12 |
13 | 235000000 | 2.8 | 40.4 | QAM256 | 13 |
14 | 243000000 | 2 | 39 | QAM256 | 14 |
15 | 251000000 | 5.4 | 40.4 | QAM256 | 15 |
16 | 259000000 | 2.1 | 40.4 | QAM256 | 16 |
17 | 267000000 | 4.8 | 40.4 | QAM256 | 17 |
18 | 275000000 | 5.4 | 40.4 | QAM256 | 18 |
19 | 283000000 | 1.7 | 40.4 | QAM256 | 19 |
20 | 291000000 | 6.3 | 40.4 | QAM256 | 20 |
21 | 299000000 | 5.1 | 40.4 | QAM256 | 21 |
22 | 307000000 | 3 | 40.4 | QAM256 | 22 |
23 | 315000000 | 4.8 | 40.9 | QAM256 | 23 |
24 | 323000000 | 2.3 | 39 | QAM256 | 24 |
26 | 339000000 | 4.7 | 40.4 | QAM256 | 26 |
27 | 347000000 | 1.7 | 40.4 | QAM256 | 27 |
28 | 355000000 | 4.6 | 40.4 | QAM256 | 28 |
29 | 363000000 | 3.5 | 40.4 | QAM256 | 29 |
30 | 371000000 | 2 | 40.4 | QAM256 | 30 |
31 | 379000000 | 3.8 | 40.4 | QAM256 | 31 |
1 | 139000000 | 9.4 | 40.9 | QAM256 | 1 |
2 | 147000000 | 9.3 | 40.4 | QAM256 | 2 |
3 | 155000000 | 6 | 40.9 | QAM256 | 3 |
4 | 163000000 | 6.7 | 40.4 | QAM256 | 4 |
5 | 171000000 | 6 | 40.4 | QAM256 | 5 |
6 | 179000000 | 6.5 | 40.4 | QAM256 | 6 |
7 | 187000000 | 8.2 | 40.4 | QAM256 | 7 |
8 | 195000000 | 3.9 | 40.4 | QAM256 | 8 |
9 | 203000000 | 6.2 | 39 | QAM256 | 9 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 0 | 0 |
10 | Locked | 40.366287 | 0 | 0 |
11 | Locked | 32.962662 | 11724 | 0 |
12 | Locked | 31.335388 | 820337 | 295 |
13 | Locked | 40.366287 | 0 | 0 |
14 | Locked | 38.983261 | 0 | 0 |
15 | Locked | 40.366287 | 0 | 0 |
16 | Locked | 40.366287 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.366287 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.946209 | 0 | 0 |
24 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 40.366287 | 0 | 0 |
28 | Locked | 40.366287 | 4 | 0 |
29 | Locked | 40.366287 | 2 | 0 |
30 | Locked | 40.366287 | 1 | 0 |
31 | Locked | 40.366287 | 1 | 0 |
1 | Locked | 40.946209 | 0 | 0 |
2 | Locked | 40.366287 | 0 | 0 |
3 | Locked | 40.946209 | 0 | 0 |
4 | Locked | 40.366287 | 0 | 0 |
5 | Locked | 40.366287 | 0 | 0 |
6 | Locked | 40.366287 | 0 | 0 |
7 | Locked | 40.366287 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 38.983261 | 1 | 0 |
on 13-10-2021 21:14
3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 | 96 | 4K | 1880 | QAM4096 | 759 |
3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 | Locked | 41 | 2.9 | 222248595 | 3417 |
on 13-10-2021 21:14
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.1 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 31 | 4 |
DOCSIS 3.1 channels | 1 | 0 |
on 13-10-2021 22:20
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 44.8 | 5120 KSym/sec | 32QAM | 6 |
2 | 32600000 | 43.8 | 5120 KSym/sec | 64QAM | 5 |
3 | 39400000 | 44.3 | 5120 KSym/sec | 64QAM | 4 |
4 | 46200000 | 43.8 | 5120 KSym/sec | 64QAM | 3 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 16-10-2021 09:27
Hi zeeco2105
Thanks for posting and welcome to the community.
My apologies about the broadband speed issues. I can see you've got a technician visit booked in after speaking with the team since posting. This can be tracked and/or altered in your online account
In relation to the OFCOM speed complaint, I can see this is ongoing for you. It was done a few days ago and basically it's something we activate within your router, to test what speeds we are sending you over a period of 30 days. After the 30 days has ended, you'll be contacted regarding that.
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 18-10-2021 10:30
Hi John_GS
It appears that my most recent appointment for 19th October 2021 8a.m.-12p.m. has been cancelled on me without giving me notice. why is this?
18-10-2021 16:28 - edited 18-10-2021 16:28
VM auto-cancel Tech appointments if there is a known problem in your location. Try checking 2 ways - as well as trying the “check service,” Area status webpage" (link at top right of this forum), also try 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 down to postcode level.
See if anything is reported there - if not you will have to call in or wait for @John_GS to get back here
on 20-10-2021 16:46
Hi zeeco2105,
My apologies for any confusion.
I can see that the engineer did in the end attend yesterday as they left notes to say that the damaged cable was replaced. How have things been since then?
Let us know if you're still having issues
Beth