High Ping in the BR1 area that started a few days ago.

[grove39]

Over the past few days my ping has started to get quite high. Usually it is around 10 or 11 and now it is over 50. Upload ping is sometimes between 200 and 1500. Also my upload speed is down to 15 and should be 104, i'm on a 1gig connection with a SH5.

The last time this happened there was an area fault and it is acting the exact same way as it did when that fault happened.

Added some info from the SH5, not sure if it helps at all.

3.0 Downstream channels

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

1	154000000	11.3	38	QAM 256	3
2	138000000	11.2	38	QAM 256	1
3	146000000	11.2	38	QAM 256	2
4	162000000	12	38	QAM 256	4
5	170000000	12.7	39	QAM 256	5
6	178000000	13.1	39	QAM 256	6
7	186000000	13.5	39	QAM 256	7
8	194000000	13.7	39	QAM 256	8
9	202000000	13.7	39	QAM 256	9
10	210000000	13.7	39	QAM 256	10
11	218000000	13.5	39	QAM 256	11
12	226000000	13.3	39	QAM 256	12
13	234000000	13.2	39	QAM 256	13
14	242000000	13.4	39	QAM 256	14
15	250000000	13.7	39	QAM 256	15
16	258000000	14	39	QAM 256	16
17	266000000	14.3	39	QAM 256	17
18	274000000	14.7	40	QAM 256	18
19	282000000	15.2	40	QAM 256	19
20	290000000	15.5	40	QAM 256	20
21	298000000	15.7	40	QAM 256	21
22	306000000	15.7	40	QAM 256	22
23	314000000	15.4	40	QAM 256	23
24	322000000	15.4	40	QAM 256	24
25	330000000	15.4	40	QAM 256	25
26	338000000	15.5	40	QAM 256	26
27	346000000	15.7	40	QAM 256	27
28	354000000	15.8	40	QAM 256	28
29	362000000	15.9	40	QAM 256	29
30	370000000	15.9	40	QAM 256	30
31	378000000	15.9	40	QAM 256	31

3.0 Downstream channels

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

1	Locked	38	6	0
2	Locked	38	25	0
3	Locked	38	3	0
4	Locked	38	14	0
5	Locked	39	2	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	2	0
9	Locked	39	1	0
10	Locked	39	1	0
11	Locked	39	0	0
12	Locked	39	1	0
13	Locked	39	3	0
14	Locked	39	0	0
15	Locked	39	1	0
16	Locked	39	1	0
17	Locked	39	3	0
18	Locked	40	0	0
19	Locked	40	0	0
20	Locked	40	0	0
21	Locked	40	0	0
22	Locked	40	0	0
23	Locked	40	0	0
24	Locked	40	0	0
25	Locked	40	0	0
26	Locked	40	0	0
27	Locked	40	0	0
28	Locked	40	0	0
29	Locked	40	0	0
30	Locked	40	1	0
31	Locked	40	1	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

43

18.4

234136240

0

[Client62]

The Downstream Power levels are preferred to be between -7 to +7 with a max of +10 dBmV.  

In this case they are all way too high ranging from +11.2 to +18.4 dBmV.   It almost looks like a 10dB attenuator has been removed from the coax cable from to the Hub.

Check for a local fault in your street via 0800 561 0061, failing that an engineer visit is needed to correct the signal levels.

[grove39]

Nothing been removed from anywhere (never had one fitted). And no issues in my area according to VM.

Ironically i had these same issues pretty much a year ago and it was a dodgy network card in the hub somewhere.

Virgin don't seem very interested when i call them.

Just getting "Computer says no faults, goodbye"

[Client62]

Via 0800 561 0061 ?  

Next time turn off the Hub for half and hour and keep it off when you call VM Customer Support so it looks like a fault.

[grove39]

I could do what you suggested but knowing VM they would charge me when they find nothing wrong with the Hub lol
Also i can't phone them if the hub is off because they made me plug the phone into it. 

Had Vm for 15 years or so. When there's an issue i go through all the normal stuff before calling them.

I did call them yesterday and they didn't seem very interested even though i told them there is a fault somewhere. Then they blamed my £300 Asus router for causing it lol

As i explained to them, the same issue happens when plugged directly into the modem. And all i got was the we don't support 3rd party hardware and thats whats causing it. I honestly can't wait for Community Fibre to be up and running in my street so i can finally tell VM where to go.

With VM it seems when there isn't a problem it's all fine and dandy but when there is one they make sure it's a massive one.

[grove39]

Spoke to them again and now they are sending an engineer monday to sort it out. HOPEFULLY !!!!!!!!!

[Matthew_ML]

Hey grove39, thank you for reaching out and I am sorry to hear about this.

Please can you keep us updated on how this visit goes. Cheers 

[grove39]

Well the engineer has been, fitted an attenuator which brought down the SNR but didn't fix the upload ping at all (no s*** Sherlock).

Then after some more testing and a ton of explaining from me he said there must be a fault in the area somewhere but unless more people report it nothing will get done.

He also asked how my PC got internet when it was just in modem mode and the wifi being turned off. At this point i knew i'd lost any chance of anything being fixed.

I give up to be honest. The sooner Community Fibre is here the better because i've honestly had enough of Virgin. Too many years dealing with a broken service i pay way too much for.

[legacy1]

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@grove39 wrote:

He also asked how my PC got internet when it was just in modem mode and the wifi being turned off. At this point i knew i'd lost any chance of anything being fixed.

---

They didn't ask that surely...🤣 was he 20 years old? and only knows of wifi ! 

[grove39]

Yes he did and he was in his 40s.

I gave him a "Are you taking the...." look.