Virgin Media Community

[Scottyboy99]

Hello, is there an issue in the area Rm3 9nf. Noticed yesterday when doing some uploads things seemed slow. Speed tests this morning confirming that. Download seems ok but upload speed (which is usually around 50 mbits) is all over the place ranging as low as 1 mbit and 10-15 mbits at best. Tried various speedtest servers, rebooted hub. No change. Checked Sam Knows on a wired/ethernet connected computer to eliminate wifi being an issue and this returns similar low upload speed results

[Scottyboy99]

I rang 0800 561 0061 and checked link for virgin service checker and it reports there is a problem. Frustratingly if I use the virgin media ios app and look at status it says there are no problems! So wondering which it is be. Need someone from Virgin to chime with more detail on what the issue is as its all quite vague. As I work from home reliable and consistent upload speed is crucial

thanks
Wayne

[Scottyboy99]

Well into the evening and still doing it. Still saying there are issues when I ring the number with no indication of what is up and whether it will be fixed anytime soon. I'd like some more detail. If it helps here's some stats from the Hub 5, doesn't mean much to me:

Item Status Comments

Acquired Downstream Channel(Hz)	306000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	306000000	3.9	39	QAM 256	22
2	138000000	3.8	37	QAM 256	1
3	146000000	4.1	37	QAM 256	2
4	154000000	3.8	37	QAM 256	3
5	162000000	3.6	37	QAM 256	4
6	170000000	3.8	38	QAM 256	5
7	178000000	3.5	38	QAM 256	6
8	186000000	3.6	38	QAM 256	7
9	194000000	3.7	38	QAM 256	8
10	202000000	3.3	38	QAM 256	9
11	210000000	3.3	38	QAM 256	10
12	218000000	2.9	38	QAM 256	11
13	226000000	2.5	38	QAM 256	12
14	234000000	2.6	38	QAM 256	13
15	242000000	1.9	38	QAM 256	14
16	250000000	1.2	38	QAM 256	15
17	258000000	0.8	39	QAM 256	16
18	266000000	1.3	39	QAM 256	17
19	274000000	2.7	39	QAM 256	18
20	282000000	3.7	39	QAM 256	19
21	290000000	3.6	39	QAM 256	20
22	298000000	3.6	39	QAM 256	21
23	314000000	3.9	40	QAM 256	23
24	322000000	3.8	39	QAM 256	24
25	330000000	3.9	40	QAM 256	25
26	338000000	4	40	QAM 256	26
27	346000000	4.1	40	QAM 256	27
28	354000000	4.3	40	QAM 256	28
29	362000000	4.2	40	QAM 256	29
30	370000000	4.4	40	QAM 256	30
31	378000000	4	40	QAM 256	31

Downstream bonded channels

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

1	Locked	39	887	600
2	Locked	37	3	0
3	Locked	37	5	0
4	Locked	37	283	1902
5	Locked	37	176	839
6	Locked	38	254	1722
7	Locked	38	2356	1244
8	Locked	38	1427	757
9	Locked	38	2499	785
10	Locked	38	1066	2662
11	Locked	38	2264	918
12	Locked	38	2084	840
13	Locked	38	1562	741
14	Locked	38	2	0
15	Locked	38	2068	753
16	Locked	38	1	0
17	Locked	39	2502	739
18	Locked	39	1832	647
19	Locked	39	1275	565
20	Locked	39	1279	635
21	Locked	39	797	665
22	Locked	39	1961	700
23	Locked	40	1017	617
24	Locked	39	2080	732
25	Locked	40	2891	780
26	Locked	40	3184	858
27	Locked	40	557	561
28	Locked	40	503	588
29	Locked	40	512	556
30	Locked	40	539	491
31	Locked	40	490	601

Upstream bonded channels

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

0	49600000	41.5	5120	QAM 16	1
1	43100000	41.8	5120	QAM 16	2
2	36600000	42	5120	QAM 16	3
3	30100000	42.5	5120	QAM 16	4
4	23600000	43	5120	QAM 16	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

cmreg-vmdg660-bbt076+voc-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

49624

1230000450 bps

42600bytes

0 bps

49626

128000 bps

3044bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

49623

55000270 bps

42600bytes

0 bps

42600bytes

Best Effort

49625

128000 bps

3044bytes

0 bps

1522bytes

Best Effort

[Scottyboy99]

I had to get up at 4 am so thought I'd run a speedtest. Upload terrible, barely getting over 1 m/bit sec. So that rules out congestion. Please Virgin, advise what is going on urgently. It is making working from home very very difficult as I have to do a lot of uploading! Just saving a basic excel file on my work laptop (which remotes to their server) is painful 

[Molly_T]

Hi Scottyboy99 👋 welcome back to the community! Thank you for posting. 

Sorry to hear of your connection issues due to a local outage. You can check for local outages and view updates here 👉 https://virg.in/service or by calling 📞0800 561 0061. The outage affecting you is currently due to end on 06.03.23 at 12:05pm. 

This is an SNR outage. SNR (signal to noise ratio) is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose because noise can ingress anywhere on the network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system). 
The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates the amount of work required and the time frame for resolution.

Please do get back in touch if you continue to experience service issues following the confirmed end of the outage and we will then investigate and do our best to help. Sincerest apologies for any inconvenience in the meantime. Thank you for your patience whilst we get it sorted! 

All the best! 🌞

[Scottyboy99]

Thank you, I hope the whole connection doesn't bomb before then. If you can detect the area on the post code surely that means the problem exists beyond the boundaries of my property right? 

[Client62 · Accepted solution]

The Upstream bonded channels are degraded and it is likely to be affecting the folks all around you.

The Modulation is supposed to be QAM 64 for the best upload speeds.  QAM 16 shows there is a noise fault in your area.


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

0	49600000	41.5	5120	QAM 16	1
1	43100000	41.8	5120	QAM 16	2
2	36600000	42	5120	QAM 16	3
3	30100000	42.5	5120	QAM 16	4
4	23600000	43	5120	QAM 16	5

[Scottyboy99]

Thank you for the informative post. I did post on facebook group for our road and didn't get a single response. I suppose some folk might not even notice especially as download is ok. It's because I do a lot of uploading (work and leisure) that it sticks out to me.

[Scottyboy99]

I've used the speedtest. net app to run a few tests. Both on windows pc and ios. So a mix of wired and wireless testing. I didn't realise you could get a more detailed result. Looking at these I can see there is some packet loss being recorded too. Compared to just before this problem cropped up at the weekend I could see there was literally never any packet loss (if there was it was in the order of 0.1 to 0.5%). Now there is packet loss on virtualy every test (wired and wireless) to go with the reduced/erratic upload speeds. The worst one I saw was 7%, most commonly seems to be ranging 1 to 2.5%. Worrying.

[Client62]

If your VM Hub is in Router mode ( i.e. offers WiFi)

Try the below to speed test the Hub, once the test begins be sure the click on Run full test to see the upstream figures.

https://www.samknows.com/realspeed/