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High latency/low upload speed/

https://www.thinkbroadband.com/broadband/monitoring/quality/share/84822da88b14f1a2e814bb6a8f4045ab15...  
For the past week my Ethernet connected broadband has been shocking across most sites and email. It is making life difficult. My connection passes all the Virgin tests. Download speed is fine, upload terrible. usually 10mbs but now often as low as 0.75mbs. High latency spikes and some lost packets. The intermittency is lasting longer. Frankly, it is no good me as it is. Could someone check this out for me. Many thanks.
url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/84822da88b14f1a2e814bb6a8f4045ab15834a9c-02-06-2020]My Broadband Ping[/url]

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11867500001.735256 qam7
21387500002.536256 qam1
31467500002.436256 qam2
41547500002.236256 qam3
5162750000236256 qam4
6170750000236256 qam5
7178750000236256 qam6
81947500001.435256 qam8
92027500001.235256 qam9
10210750000135256 qam10
112187500000.735256 qam11
122267500000.535256 qam12
132347500000.235256 qam13
142427500000.235256 qam14
152507500000.935256 qam15
16258750000135256 qam16
17266750000135256 qam17
182747500000.735256 qam18
192827500000.735256 qam19
202907500000.535256 qam20
212987500000.535256 qam21
223067500000.235256 qam22
233147500000.235256 qam23
243227500000.235256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked35.7607732891
2Locked36.330905022911
3Locked36.623139816370
4Locked36.317719611355
5Locked36.61325567734
6Locked36.3988305441
7Locked36.3757723730
8Locked35.7465212116
9Locked35.7392521750
10Locked35.7304681039
11Locked35.723074717
12Locked35.529938670
13Locked35.735029455
14Locked35.531367380
15Locked35.538421237
16Locked35.529788313
17Locked35.523272253
18Locked35.720013321
19Locked35.721451274
20Locked35.525248267
21Locked35.538816143
22Locked35.721600246
23Locked35.725301218
24Locked35.530751156
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000364.8512064 qam1
2326000594.775512064 qam3
3258000784.775512064 qam4
4393999464.775512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: High latency/low upload speed/

Welcome to our Community Forum Fulcramer and sorry to hear you're experiencing internet issues.

 

I've had a look at your details and unfortunately there is a high utilisation fault in your area with an estimated fix time of 24/06. I'm sorry about this but the good news is that we're  aware of it and are already working on a fix. Please be patient with us and sorry for the inconvenience caused.

 

Thanks,

 

Lisa

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Re: High latency/low upload speed/

Thanks for the response. At least I know there is an acknowledged fault.
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Re: High latency/low upload speed/

I was prepare to be patient but upload is now less than 0.5mbs. I cannot even use twitter and Facebook let alone game or use video conferencing.. It is like this 24/7. And still at least 2 weeks to go. These things happen but I do not see why I should pay for a service I am not receiving?

 

 

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Re: High latency/low upload speed/

If you want compensation, raise a formal complaint with VM asking for that, following the Virgin Media Consumer Complaints Code of Practice - usually they'll come up with something, although you'll have to cut them some slack on response times due to Covid.  If they don't come up with anything acceptable, escalate to the industry arbitration scheme CISAS.  If you do that, be warned you have to follow CISAS customer guidance and start to finish this would be a very slow processes, but usually effective.

Sometimes over-utilisation issues are properly and relatively permanently fixed by investment or network changes, let's hope that applies here.  Sometimes (where there's no business case for investment, and no easy traffic routing solution) VM simply sit it out, promising a fix that keeps receding into the future, and the only action they are taking is hoping sufficient customers leave to bring traffic levels back within the existing capacity.  If that applies here you will probably want to cut your losses and leave.  If you're in a fixed term contract, and your speeds are currently below the minimum guaranteed speeds (at any time), then you can create an option to leave early by invoking VM's speed guarantee now, requesting they fix it, or release you from contract without penalty.  Take records of the low speeds such as screenshots.  VM will respond that there's a fault with a resolution date, that's fine if they do fix it.  But if it turns out that the fault hasn't been fixed and the resolution date keeps drifting forwards, if you've invoked the speed guarantee you'd be able to give notice eight weeks from the date you invoke the speed guarantee. 

You could request compensation and invoke the speed guarantee in the same complaint, but you'd need to structure the complaint clearly as to what you're asking for.  I always recommend putting complaints in writing, and stating clearly that you do not wish to be contacted by telephone (VM appear to use "can't contact the customer" to close complaints if the customer doesn't confirm that the complaint is still valid within 28 days, and at the moment getting hold of VM is very difficult).

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Re: High latency/low upload speed/

Hello Fulcrumer! Nice to speak with you 🙂

Thanks for using the forums to get this issue with your connection looked into, I am really sorry about this. However I do have a reason for this poor performance which is an SNR outage (Noise to Sound Ratio) which has an estimated fix date of the 16th June 2020. This could change due to the nature of faults so please bear with our engineers whilst they work their magic with your local network 🙂

Thanks,

Megan_L

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Message 7 of 21
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Re: High latency/low upload speed/

Hi, Which area is this fault in? I'm in TW11 and suffering from high latency and packet drop outs - getting worse over the past couple of weeks, and now pretty much unusable for voice/video conferencing - with every other word of mine being lost on other participants.

Or is this a more widespread VM issue?

Thanks,

Shaun

 

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Re: High latency/low upload speed/

IG9

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Re: High latency/low upload speed/

Hello shauncotter,

Sorry you have had to contact us on here 

We do have a bit of work ongoing in your area which is causing intermittent connections and slow speeds 

This will be fixed on or around the 22/06/2020

If you need an update, pop back on here and quite ref number F007944937  

Gareth_L

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Re: High latency/low upload speed/

Hi

A deadline passed. No improvement.

Are there two faults in play here?

A high utilisation fault (estimated fix 22 June)

A SNR noise error (estimated fix 16 June)

Is it possible to have an update?

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