Virgin Media Community

[davidka1]

Hi,

A week or so ago my internet dropped to 20Mbit from the usual ~ 220Mbit I have gotten for the last 11 months. I have tried rebooting, factory reset, etc., and when the Hub 3 comes back I have ~ 190Mbit for about 10 minutes before it degrades again back to single digit speeds.

I logged into the box and I'm seeing in Home > Hub 3.0 status overview that the Internet Status is sometimes "Online" and sometimes "Partial Service (DS only)".

My network log shows this:

Upstream shows this:

Downstream shows this:

The virginmedia.com help section has been worse than useless - not only is it not helpful, it also frustrates the life out of people already in a bad situation.

Please help!!!

[davidka1]

Hi again,

The speeds I normally get - on a "slower" day ...

Speed now, 20 mins after restarting the Hub 3

Upload speeds remain fine.

I would also add I was told yesterday by someone named Bernard on the my Virgin Media app that there was apparently an outage in my area and that it would be resolved by 5pm yesterday, and I'd get an SMS notification - none of this has happened either 😞 

Thanks team.

[davidka1]

Sorry, cleaner images attached; good:

bad (~ 20 mins after restarting last night, and it went down from there):

Please help, this is really impacting our ability to work from home ...

Right now I've dropped back down to partial service only ...

Thanks!!!

[Alex_RM]

Hi davidka1,

Thanks for posting and welcome to our community 🙂

I'm sorry to see you've been experiencing some slow speeds.

I've been able to locate your account using your forum details, and I can see you're currently affected by an area SNR issue.

The estimated fix date for this is 31st August, 13:45pm. Your services may be intermittent while this is ongoing.

If you're still experiencing connection issues after this date please let us know.

Alex_Rm

[davidka1]

Thanks for the welcome Alex, and also for the update.

I'll keep an eye on things until the end of Tuesday and let you know the state of affairs. Would the signal-to-noise issue also explain the "Partial Service (DS only)" status - and what does that mean by the way please?

Thanks!

[Travis_M]

Hi @davidka1

How is your connection today?

Regards

[davidka1]

Good morning Travis,

Thanks for checking in. Download appears to be back up, but now upload speeds appear to be ~ half (image attached). Not too much of an issue for me, but people I'm on video calls with are telling me that my video intermittently freezes or becomes choppy/pixelated. Is the issue in my area fully resolved, or still not out of the woods yet, so to speak?

Thanks!

[Mshepherd5963]

Hello, just here to say I'm having the same issue.

Tried the same things, had the same outcomes.

[davidka1]

Mine seems to have stabilised overnight ... 

[Ashleigh_C]

Thank you for updating us on this @davidka1 

Are things looking as though they are back to normal now? 

Thanks again.