High latency - BQM and level posted within

[MrSlowInternet]

Seems to kick off at peak times, but I never remember it being as bad as it has been for the last few weeks. Below image is what it is like every day.

Item Status Comments

Acquired Downstream Channel (Hz)	282750000	Locked
Ranged Upstream Channel (Hz)	53699969	Locked
Provisioning State	Online

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

1	282750000	6.6	40	256 qam	19
2	138750000	7.6	40	256 qam	1
3	146750000	7.4	40	256 qam	2
4	154750000	7.4	40	256 qam	3
5	162750000	7.5	40	256 qam	4
6	170750000	7.4	40	256 qam	5
7	178750000	7.3	40	256 qam	6
8	186750000	7.4	40	256 qam	7
9	194750000	7	40	256 qam	8
10	202750000	6.9	40	256 qam	9
11	210750000	6.8	40	256 qam	10
12	218750000	6.9	40	256 qam	11
13	226750000	6.5	40	256 qam	12
14	234750000	6.5	40	256 qam	13
15	242750000	6.5	40	256 qam	14
16	250750000	6.1	40	256 qam	15
17	258750000	6.4	40	256 qam	16
18	266750000	6.8	40	256 qam	17
19	274750000	6.4	40	256 qam	18
20	290750000	7	40	256 qam	20
21	298750000	7	40	256 qam	21
22	306750000	6.8	40	256 qam	22
23	314750000	7.3	40	256 qam	23
24	322750000	7	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	4163	0
2	Locked	40.9	273	0
3	Locked	40.9	306	0
4	Locked	40.9	311	0
5	Locked	40.9	261	0
6	Locked	40.9	273	0
7	Locked	40.9	288	0
8	Locked	40.9	386	0
9	Locked	40.9	497	0
10	Locked	40.9	544	0
11	Locked	40.9	512	0
12	Locked	40.9	670	0
13	Locked	40.9	829	0
14	Locked	40.9	925	0
15	Locked	40.3	1202	0
16	Locked	40.3	1565	0
17	Locked	40.3	2555	0
18	Locked	40.9	2946	0
19	Locked	40.3	3695	0
20	Locked	40.3	5053	0
21	Locked	40.9	6779	0
22	Locked	40.3	9090	0
23	Locked	40.3	10388	0
24	Locked	40.3	15932	0

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53699969	43.8	5120	64 qam	2
2	39400026	43.8	5120	64 qam	4
3	46199988	43.8	5120	64 qam	3
4	60299996	43.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	7dsfd;kfoA,.iyewrkldJKDHS

[Andrew-G]

Nothing immediately obvious in power levels, modulation, SNR or error counts, and the BQM looks to be a clear case of network congestion caused by more traffic than the network has capacity for.  If this has reared up recently I suspect a possible impact of the latest work from home guidance which means that whilst that lasts there's a lot more problems for some areas, often on the upstream side of VM's network, creating latency problems that affect gamers, any Teams/Zoom/Skype types of use, and live streaming.  There's not much VM can do about that, as its a result of the network not being designed for this pattern of usage, and changing that would take far longer than the current issues will probably last.  VM are improving capacity all the time, but it's a long, slow technically complicated task, and not something they can suddenly accelerate or deliver to every affected area.

Of course, if it's been going on for longer, then it's just the result of VM over-selling beyond network capacity, and in that case the only reliable remedy is to find a new ISP.   

[MrSlowInternet]

Hi Andrew,

Appreciate you taking the time to have a look. I never remember it being like this previously, even when absolutely everyone was working from home, but I also suspected this might be the case. What an absolute nightmare 😞 

[Hayley_S]

Hello @MrSlowInternet,

Welcome back! Thanks for posting.

I am sorry for the issues with your broadband.

I tried locating your account but could only find a non active one, have you recently left us?

Many thanks,

[MrSlowInternet]

Hi Hayley I have been talking to Travis_M about it and he seemed to think I needed an engineer round, unfortunately I have had to cancel the visit to to a positive Covid-19 test in the household. I am hoping to be able to rebook this soon, any ideas the best way to go about this?

[Corey_C]

Thanks for your reply, MrSlowInternet,

You should be able to reschedule appointment dates from your online account here: https://www.virginmedia.com/help/virgin-media-manage-engineer-appointment

However since you cancelled it, we would have to create another appointment from here or by phone whenever you are ready.

Cheers,

Corey C

[MrSlowInternet]

Cheers Corey, I'll PM someone on here to get it sorted early next year ideally, as I have nothing but stress when calling Virgin. Cheers mate!

[Serena_C]

Hi @MrSlowInternet

I'd be happy to rebook an appointment for you for early next year when your isolation period has finished. I shall send you a private message now to obtain the details required 🙂

Kind regards,

Serena