Virgin Media Community

[DurSth]

Hi,

For the last week I’ve had intermittent connectivity issues on a daily basis. It lasts for 1.5-2 hours each time it happens, and during this period my upload speed will be close to 0mbps. My download speed is still 250+mbps, but due to the upload issue this means everything from Remote Desktop to internet browsing grinds to a halt.

My devices are wired so it’s not Wi-Fi related, and I’ve rebooted and reset the Hub3. The issue can also be seen in my BQM, where each time it happens the lost packages light up.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9be2315163d10944057eb22fc590a56364084863

I have called VM customer service multiple times, and the only thing they say is that I can reboot the router, and that they have created a speed complaint which will take 30 days to receive feedback on. I need the internet for work, so waiting 30 days for an initial reply is completely unacceptable.

The phone and website Services check also say my area does not have any issues, however when I try to check my service during an issue the website says it can’t connect to my device.

Anyone know anything I can do to get the internet fixed please?

Thank you!

Downstream bonded channels

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

1	330750000	1.7	40	256 qam	25
2	202750000	1.2	38	256 qam	9
3	210750000	1	38	256 qam	10
4	218750000	1	38	256 qam	11
5	226750000	0.7	38	256 qam	12
6	234750000	0.5	38	256 qam	13
7	242750000	0.7	40	256 qam	14
8	250750000	0.7	40	256 qam	15
9	258750000	0.7	40	256 qam	16
10	266750000	0.7	40	256 qam	17
11	274750000	0.7	40	256 qam	18
12	282750000	0.2	40	256 qam	19
13	290750000	0.2	38	256 qam	20
14	298750000	1.5	38	256 qam	21
15	306750000	2	40	256 qam	22
16	314750000	2	40	256 qam	23
17	322750000	1.9	40	256 qam	24
18	338750000	1.2	40	256 qam	26
19	346750000	1.2	40	256 qam	27
20	354750000	1	40	256 qam	28
21	362750000	0.5	38	256 qam	29
22	370750000	0.5	40	256 qam	30
23	378750000	0.5	38	256 qam	31
24	386750000	0.2	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.3	121	0
2	Locked	38.9	4152	0
3	Locked	38.9	3638	0
4	Locked	38.9	414	0
5	Locked	38.6	920	0
6	Locked	38.9	182	0
7	Locked	40.3	285	0
8	Locked	40.3	129	0
9	Locked	40.9	381	0
10	Locked	40.3	205	0
11	Locked	40.9	173	0
12	Locked	40.3	79	0
13	Locked	38.9	96	0
14	Locked	38.6	530	0
15	Locked	40.3	708	0
16	Locked	40.3	100	0
17	Locked	40.3	93	0
18	Locked	40.3	138	0
19	Locked	40.3	138	0
20	Locked	40.3	78	0
21	Locked	38.9	113	0
22	Locked	40.9	116	0
23	Locked	38.9	481	19309
24	Locked	40.3	139	0

Upstream bonded channels

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

1	46200000	42.2	5120	64 qam	2
2	25800000	39.3	5120	64 qam	5
3	32600000	39.8	5120	64 qam	4
4	39400000	40.8	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Anonymous]

Channel 23 downstream has loads of post RS errors which need addressing. 

There are some T3 timeouts across three upstream channels. 

Also the BQM shows curiously rigid two hour blocks of heavy packet loss. 

Check for local faults on 0800 561 0061 again otherwise call it in as a fault with a view to an engineer. 

[David_Bn]

Good Evening @DurSth, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the recent broadband issues you've been experiencing.

Can you please advise us how the services are currently performing?

I've been able to look into the local area, and your hub statistics and no outages are currently present, with the hub looking in perfect health.

Kindest regards,

David_Bn

[DurSth]

Thanks for the tips @Cardiffman281!

@David_Bn the network has performed well for the last two days, so I’m crossing my fingers it won’t reoccur. I’ll message back here if it does within the next couple of days.

Thanks!