Gig1 issue - Download speed very low

[vbcustomer]

Morning all,

My download speed on a wired connection has recently become extremely low, hitting between 5Mbps to 100 Mbps. Please could someone kindly advise? Thank you in advance!

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	7.900002	40.366287	QAM256	1
2	147000000	7.800003	40.946209	QAM256	2
3	155000000	7.300003	40.366287	QAM256	3
4	163000000	6.900002	40.366287	QAM256	4
5	171000000	6.500000	40.366287	QAM256	5
6	179000000	6.099998	40.366287	QAM256	6
7	187000000	6.199997	40.946209	QAM256	7
8	195000000	5.900002	40.366287	QAM256	8
9	203000000	5.599998	38.983261	QAM256	9
10	211000000	5.500000	38.983261	QAM256	10
11	219000000	5.300003	38.605377	QAM256	11
12	227000000	4.800003	38.605377	QAM256	12
13	235000000	4.500000	38.605377	QAM256	13
14	243000000	4.099998	38.983261	QAM256	14
15	251000000	3.500000	38.983261	QAM256	15
16	259000000	2.900002	38.983261	QAM256	16
17	267000000	2.900002	38.605377	QAM256	17
18	275000000	2.799999	38.983261	QAM256	18
19	283000000	2.299999	40.366287	QAM256	19
20	291000000	1.900002	40.366287	QAM256	20
21	299000000	1.400002	40.366287	QAM256	21
22	307000000	1.000000	38.605377	QAM256	22
23	315000000	0.400002	37.636276	QAM256	23
24	323000000	0.400002	37.355988	QAM256	24
25	331000000	0.200001	37.355988	QAM256	25
26	339000000	-0.599998	37.636276	QAM256	26
27	347000000	-0.900002	37.355988	QAM256	27
28	355000000	-1.000000	37.636276	QAM256	28
29	363000000	-1.299999	37.636276	QAM256	29
30	371000000	-1.799999	36.609653	QAM256	30
31	379000000	-2.200001	36.609653	QAM256	31

3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.366287	0	0
2	Locked	40.946209	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	40107	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.946209	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	30	0
10	Locked	38.983261	0	0
11	Locked	38.605377	0	0
12	Locked	38.605377	0	0
13	Locked	38.605377	0	0
14	Locked	38.983261	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.605377	0	0
18	Locked	38.983261	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	38.605377	0	0
23	Locked	37.636276	0	0
24	Locked	37.355988	0	0
25	Locked	37.355988	0	0
26	Locked	37.636276	0	0
27	Locked	37.355988	0	0
28	Locked	37.636276	0	0
29	Locked	37.636276	0	0
30	Locked	36.609653	0	0
31	Locked	36.609653	0	0

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

36

-9.1

29196251

1

[newapollo]

Hi @vbcustomer 

As per John I would call it in, or if not in a hurry wait a few days to see if the forum team pick this up.

If you do call then it's 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you

[vbcustomer]

Thank you Dave, I will wait for the forum team to pick this up - sorry I did not tag you correctly, I am unsure how to.

Have a great evening though and I look forward to hearing from the forum team soon 🙂

[John_GS]

Hi @vbcustomer

Thanks for posting and welcome to the community. Sorry for the low speeds. You do need a tech as also your SNR levels on the downstream channels are out of spec.

I'll send you a PM now.

Best,

[John_GS]

Hi @vbcustomer

Thanks for joining me on PM. Just to update the thread, the engineer visit was booked in. This can be tracked, cancelled or amended in your online account - virg.in/myVM

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment

Best.

[vbcustomer]

Thank you so much John, I look forward to the tech visit 🙂