Intermittent Connection / Poor Upload Speed

[Timrees88]

Within the last month or so we have begun suffering from intermittent speeds and in particular, very poor upload speeds at times that make dialing into video calls impossible. 

We have M500 service, a Hub 4, and three virgin Wifi pods dotted around, so while connection is over Wifi, it doesn't seem to be a connectivity issue (and the service was previously fine with just one pod).

Any help, much appreciated!

I'm running a BQM - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3219f8756aa935dac3f3b95658ccd905d83bb4b5

https://www.thinkbroadband.com/broadband/monitoring/quality/share/98418d8fdc62d68a4184b4182fa7097f26643981-14-12-2021

[Timrees88]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

Refresh data

3.0 Downstream channels

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

25	331000000	7.500000	40.366287	QAM256	25
1	139000000	8.599998	40.946209	QAM256	1
2	147000000	8.500000	40.366287	QAM256	2
3	155000000	8.900002	40.946209	QAM256	3
4	163000000	8.400002	40.366287	QAM256	4
5	171000000	7.800003	40.366287	QAM256	5
6	179000000	8.000000	40.366287	QAM256	6
7	187000000	8.099998	40.366287	QAM256	7
8	195000000	7.900002	40.366287	QAM256	8
9	203000000	8.900002	40.946209	QAM256	9
10	211000000	8.300003	40.946209	QAM256	10
11	219000000	8.099998	40.366287	QAM256	11
12	227000000	8.699997	40.366287	QAM256	12
13	235000000	8.199997	40.946209	QAM256	13
14	243000000	8.599998	40.946209	QAM256	14
15	251000000	8.500000	40.366287	QAM256	15
16	259000000	8.599998	40.366287	QAM256	16
17	267000000	8.699997	40.366287	QAM256	17
18	275000000	9.199997	40.366287	QAM256	18
19	283000000	8.500000	40.946209	QAM256	19
20	291000000	7.800003	40.366287	QAM256	20
21	299000000	8.000000	40.946209	QAM256	21
22	307000000	7.599998	40.366287	QAM256	22
23	315000000	7.699997	40.366287	QAM256	23
24	323000000	7.900002	40.946209	QAM256	24
26	339000000	7.000000	40.366287	QAM256	26
27	347000000	6.800003	40.366287	QAM256	27
28	355000000	7.300003	40.366287	QAM256	28
29	363000000	6.500000	40.366287	QAM256	29
30	371000000	7.000000	40.946209	QAM256	30
31	379000000	7.300003	40.946209	QAM256	31

3.0 Downstream channels

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

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

[Timrees88]

Refresh data

3.0 Upstream channels

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

1	53700000	39.020599	5120 KSym/sec	64QAM	10
2	39400000	37.270599	5120 KSym/sec	64QAM	12
3	46200000	38.770599	5120 KSym/sec	64QAM	11
4	60300000	39.520599	5120 KSym/sec	64QAM	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	1	0
4	US_TYPE_STDMA	0	0	0	0

Refresh data

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	69834ncxv9873254k;fg87dsfd;kf

Primary Downstream Service Flow

SFID	22692
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	22691
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[Timrees88]

Time Priority Description

Fri Nov 19 12:35:25 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Nov 19 12:47:41 2021	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 20:32:02 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Nov 20 23:11:57 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 21 08:40:11 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 21 14:45:59 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 21 14:46:00 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 21 18:02:17 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 23 19:52:46 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 24 18:13:25 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 24 18:13:25 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Nov 24 20:13:27 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Nov 25 02:05:26 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 06:13:25 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 06:13:25 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 07:59:48 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Nov 28 21:59:00 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 29 01:34:02 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 29 15:10:36 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Nov 29 15:22:52 2021	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Nov 30 20:34:37 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 2 10:41:58 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 2 10:41:59 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 2 20:06:36 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Dec 4 01:44:29 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 5 14:57:45 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 5 14:57:45 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Dec 6 03:12:00 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 9 02:57:45 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 9 02:57:45 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Dec 9 03:22:43 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 12 14:57:45 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 12 14:57:45 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 12 15:27:45 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Dec 12 15:27:45 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 14 01:48:12 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Dec 14 02:45:31 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Martin_N]

Hi Timrees88,

Thank you for your post. I'm very sorry to hear about the issue with your broadband. 

I have been able to locate your account and it looks like you may need an engineer out regarding this. 

What I will do is private message you so we can look into this. 

^Martin

[Martin_N]

Thank you for chatting with me over Private Message. 

To confirm if you do need amend your appointment at any point you can do via your online account: https://virg.in/myvmapp

Please do keep us posted on this.

^Martin

[Timrees88]

After having a very helpful engineer visit me from your booking, it was determined that I needed new cabling to the front of my house. This was booked for 4th January. At ~midday, (within a scheduled window of 8am to 1pm) the appointment was cancelled and rescheduled for 2 weeks in the future(18th January). Having spoken with a chat operator, and someone over the phone, I have been given three different (and equally implausible) reasons why this was cancelled.

1. Firstly that external construction works hadn't happened to allow the cable to be pulled (not true, I spoke with the engineers who came on the 3rd to do the external construction work)
2. Secondly that the work required approval from our neighbor (this doesn't make since since this issue was not raised by either the first technician, or the engineers that did the construction work, and the cable comes into the front of my property anyway).
3. Finally I was told the engineer did visit and couldn't find the cable (i was in my office all day the overlooks the front of the property looking out for the engineer and am certain nobody visited the property). 

I was told that a review of the situation was opened and I would hear back from a manager within 24 hours. That has obviously not happened.

Could someone please explain why my appointment was cancelled at the last minute and why I have been given such differing and implausible information as to why? I just want an internet service that works, and its becoming increasingly frustrating that Virgin does not seem able to provide this, despite paying for a premium service

[Zak_M]

Good afternoon @Timrees88, 

Thank you for coming back to us. 

I have located your account & I can see that you have spoken with the customer care team over the last few days, Have they been able to explain everything to you? 

Kind regards,

Zak_M

[Timrees88]

No. Another promise to receive a call back that has yet to occur.  

[Zak_M]

Thank you for confirming that information for me. 

I am going to pop you over another PM so that I can look further into this for me. 

Kind regards,

Zak_M