Virgin Media Community

[JenseRony]

Hi there,

I've been experiencing terrible speed and intermitent connection for the past 2 weeks without having done any change on my network. All my devices are affected included the ones on ethernet.

Connection can be stable and decent for an amount of time and suddenly drop to very slow speed or no connection at all. This is quite frustrating since I'm working form home and means I have periods of time with no internet at all. The problem usually resolves itself but I haven't had decent speed in 2 weeks.

I've tried the usual, reboot the router, reset it, network diagnostic, all with no succes. Status check on VM website says: "We have detected an issue on our network which maybe affecting your broadband service.". I've also replaced the coax cable with another VM one (I was using a very old one from years ago, the new one came with my Hub 3 last year)

A friend of my suggested my SNR might be a little high and an attenuator could help. A new building just opened next door and the VM node might be shouting a little heavily at my router now. That's just a guess though, something else might be wrong.

Here are some data from the router, looking forward to getting this fixed.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	60300455	Locked
Provisioning State	Online

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	13.9	38	256 qam	9
2	211000000	11.6	37	256 qam	10
3	219000000	11.5	37	256 qam	11
4	227000000	13.1	38	256 qam	12
5	235000000	13.3	38	256 qam	13
6	243000000	13	38	256 qam	14
7	251000000	13	38	256 qam	15
8	259000000	13	38	256 qam	16
9	267000000	13	38	256 qam	17
10	275000000	13	38	256 qam	18
11	283000000	13.3	38	256 qam	19
12	291000000	13.4	38	256 qam	20
13	299000000	13.9	38	256 qam	21
14	307000000	14.4	38	256 qam	22
15	315000000	14.1	38	256 qam	23
16	323000000	13.9	38	256 qam	24
17	331000000	13.5	38	256 qam	25
18	339000000	13.3	38	256 qam	26
19	347000000	12.9	38	256 qam	27
20	355000000	12.4	38	256 qam	28
21	363000000	12	38	256 qam	29
22	371000000	12.1	38	256 qam	30
23	379000000	12	38	256 qam	31
24	387000000	11.8	38	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	6	0
2	Locked	37.6	9	0
3	Locked	37.3	8	0
4	Locked	38.6	7	0
5	Locked	38.6	5	0
6	Locked	38.6	5	0
7	Locked	38.9	5	0
8	Locked	38.9	9	0
9	Locked	38.9	6	0
10	Locked	38.9	6	0
11	Locked	38.6	7	0
12	Locked	38.9	5	0
13	Locked	38.6	19	0
14	Locked	38.9	6	0
15	Locked	38.9	7	0
16	Locked	38.6	7	0
17	Locked	38.6	41	0
18	Locked	38.6	9	0
19	Locked	38.9	9	0
20	Locked	38.6	10	0
21	Locked	38.6	7	0
22	Locked	38.6	8	0
23	Locked	38.6	22	0
24	Locked	38.9	5	0

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

1	60300455	49.3	5120	32 qam	1
2	46199460	52	5120	16 qam	3
3	39399687	47.5	5120	16 qam	4
4	53700510	52	5120	16 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Andrew-G]

Downstream power is too high and you've got an upstream noise problem as well.  I've flagged for staff who can book you a technician.

[JenseRony]

Thanks for the quick answer Andrew, you rock! Looking forward to getting this technician 🙂

[Molly_G]

Hi there @JenseRony,

Welcome to the forums and many thanks for your post! Sorry to hear you've been having connection issues recently.

I've been able to locate your account from the details you've registered to forums with and can see that currently we are carrying out some engineering work on a local SNR fault which is likely to be causing this impact to your services. The details of this are below:

Fault ref: F008971611   
Date Open: 25th April 2021 
Estimated Fix Time: 19th May 2021 at 09:30

Apologies for this. I would advise you to monitor your services following the fix time for this particular fault, and do let us know if these issues persist. We will happily look further into this for you.

Many thanks,

[JenseRony]

Thanks Molly for this information. I'll monitor my service once this is fixed then and reach out if I need anything.

Any chance I could be informed in the future when this sort of things happen?

[Molly_G]

Hey @JenseRony,

Apologies that no correspondence has been issued about this fault

Depending on the size of the area affected, work like this is commonly listed on our Service Status page and would include this information - here, we also give the option for customers to register for alerts to keep updated on the fault.

However, I can see that this isn't the case for the fault affecting you currently, I do apologise for this and have noted this feedback for you.

Thanks, 

[JenseRony]

Hi there,

I'm still experiencing internet issues despite the end of the maintenance. It's definitely gotten better (stay stable longer) but I'm getting a number of dropouts and experiencing similar SNR. Stats haven't changed a whole lot so I believe there is still something wrong:

Downstream bonded channels

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

1	203000000	13	38	256 qam	9
2	211000000	10.9	37	256 qam	10
3	219000000	10.9	37	256 qam	11
4	227000000	12.5	38	256 qam	12
5	235000000	12.5	38	256 qam	13
6	243000000	12.4	38	256 qam	14
7	251000000	12.3	38	256 qam	15
8	259000000	12.3	38	256 qam	16
9	267000000	12.3	38	256 qam	17
10	275000000	12	38	256 qam	18
11	283000000	12.5	38	256 qam	19
12	291000000	12.5	38	256 qam	20
13	299000000	13	38	256 qam	21
14	307000000	13.5	38	256 qam	22
15	315000000	13.3	38	256 qam	23
16	323000000	13	38	256 qam	24
17	331000000	12.8	38	256 qam	25
18	339000000	12.5	38	256 qam	26
19	347000000	12.3	38	256 qam	27
20	355000000	11.6	38	256 qam	28
21	363000000	11.3	38	256 qam	29
22	371000000	11.3	38	256 qam	30
23	379000000	10.9	38	256 qam	31
24	387000000	10.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	14	0
2	Locked	37.3	4	0
3	Locked	37.6	4	0
4	Locked	38.9	0	0
5	Locked	38.9	6	0
6	Locked	38.6	6	0
7	Locked	38.6	7	0
8	Locked	38.9	11	0
9	Locked	38.6	8	0
10	Locked	38.6	8	0
11	Locked	38.9	9	0
12	Locked	38.6	6	0
13	Locked	38.6	11	0
14	Locked	38.6	19	0
15	Locked	38.6	21	0
16	Locked	38.9	19	0
17	Locked	38.6	22	0
18	Locked	38.6	5	0
19	Locked	38.9	5	0
20	Locked	38.6	8	0
21	Locked	38.6	11	0
22	Locked	38.9	9	0
23	Locked	38.6	44	221
24	Locked	38.6	67	3

Upstream bonded channels

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

1	60300047	49.3	5120	32 qam	1
2	46200126	52	5120	16 qam	3
3	39400207	47.8	5120	16 qam	4
4	53699465	52	5120	16 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	85	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

https://www.thinkbroadband.com/broadband/monitoring/quality/share/64db7f53f72e73abe399f68628b041955a...

[Zach_R]

Hi @JenseRony,

I am really sorry to hear that your service issues appear to be ongoing.

Upon investigating the fault ticket that I can see my colleague provided to you earlier in this thread, the estimated fix time/date has been pushed back to May 24th. Apologies for the ongoing inconvenience.

If the issues continue after this date has elapsed, please let us know and we can go from there.

Thanks,
 

[JenseRony]

Hi there,

Thanks for this update. We're now the 25th and it doesn't seem that this is fixed as you can see:

Downstream bonded channels

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

1	203000000	13.5	38	256 qam	9
2	211000000	11.5	37	256 qam	10
3	219000000	10.6	37	256 qam	11
4	227000000	12.9	38	256 qam	12
5	235000000	13	38	256 qam	13
6	243000000	13	38	256 qam	14
7	251000000	12.9	38	256 qam	15
8	259000000	12.9	38	256 qam	16
9	267000000	12.8	38	256 qam	17
10	275000000	12.6	38	256 qam	18
11	283000000	13	38	256 qam	19
12	291000000	13	38	256 qam	20
13	299000000	13.5	38	256 qam	21
14	307000000	14	38	256 qam	22
15	315000000	13.8	38	256 qam	23
16	323000000	13.5	38	256 qam	24
17	331000000	13.3	38	256 qam	25
18	339000000	13.1	38	256 qam	26
19	347000000	13	38	256 qam	27
20	355000000	12.4	38	256 qam	28
21	363000000	12	38	256 qam	29
22	371000000	11.9	38	256 qam	30
23	379000000	11.4	38	256 qam	31
24	387000000	10.9	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	7	0
2	Locked	37.6	9	16
3	Locked	37.3	21	19
4	Locked	38.9	7	17
5	Locked	38.9	15	16
6	Locked	38.6	9	16
7	Locked	38.9	8	17
8	Locked	38.6	19	15
9	Locked	38.6	21	0
10	Locked	38.9	14	14
11	Locked	38.9	14	0
12	Locked	38.6	25	0
13	Locked	38.6	36	0
14	Locked	38.9	11	0
15	Locked	38.6	15	0
16	Locked	38.9	24	0
17	Locked	38.9	61	0
18	Locked	38.9	30	0
19	Locked	38.9	9	0
20	Locked	38.6	12	0
21	Locked	38.6	14	0
22	Locked	38.9	16	0
23	Locked	38.9	77	1231
24	Locked	38.6	10	0

Upstream bonded channels

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

1	60299816	51	5120	32 qam	1
2	46200651	52	5120	16 qam	3
3	39399889	46.7	5120	16 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	291	0
3	ATDMA	0	0	0	0

[Serena_C]

Hi @JenseRony,

I am so sorry to see that your connection is still being disrupted like this, I understand how frustrating this must be.

I have taken a look at your account and unfortunately the estimated fix time for the SNR outage has been pushed back to 9:30am on 27th May.

Apologies for the inconvenience,

Serena