RM3 9NF (Romford/Harold Hill area) awful upload speed today

[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 use the hub in modem mode. As it will be very disruptive to my work to break connection I will avoid that for now as am convinced this is an external problem based on feedback so far. If it doesn't improve by March 6th as per the staff posting I will be extremely cross. 

It all got me wondering what virgin cabinets look like. Are they green like the BT ones? I have no idea which serves my road/property but if it is the one at the end of the road then it is in a severe state of decay. There is another cabinet a little further away where the door is swung open and exposed to the elements. If it's one of these then that is severe negligence by whoever maintains them (and it totally wouldn't surprise me if it is Virgin).

So far a few months in since switching it has been a terrible experience with Virgin. The installer went crazy with the cutters and cut through wires willy nilly breaking ethernet cabling and also my existing BT wiring (making it hard to go back) and causing severe disruption. Now this appalling drop off in upload speed. 

[Zoie_P]

Hi @Scottyboy99,

Thank you for updating your thread, I know this can be frustrating. I have checked and can see the date has been extended to13 MAR 2023 09:00.

Zoie

[Scottyboy99]

Hi Zoie,

That is not acceptable! Why has this been extended? It seems this problem has the potential to get far worse. We could end up with a total loss of service!

my upload inconsistences are still plaguing. Plus since this all began I am seeing much higher packet loss according to speedtest.net app where it can often go over 2.5% and as high as 15%. This is not good. I would like a more detailed rundown on what is going and a fix deployed asap.

I noticed things going downhill around 25th February so have had to tolerate this drop in service for over a week. I am heavily reliant on upload speed and quality due to working from home. I used to get a solid 49-52 m/bits upload all the time. Now it is consistently below 20 and sometimes even worse. For example today it has been as poor as 5 m/bits at times. That is one tenth of what Virgin fibre should be delivering and unacceptable. The engineers need to be tracing the SNR urgently. A good start would be the green cabinet at the end of the road which doesn’t look in good shape at all. Considering I have only been with Virgin a few months this is not a good start. I am still extremely cross at the way installer just brazenly hacked and cut away at existing cables to make way for Virgin. BT, Sky and Ethernet cables were all destroyed. I think this means Virgin should take this latest incident very seriously.

Latest stats:

Upstream bonded channels

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

0	49600000	41.5	5120	QAM 16	1
1	43100000	41.5	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	18	0
1	ATDMA	0	0	80	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	18	0
4	ATDMA	0	0	16	0

[Scottyboy99]

At 4.34 am upload is still very poor compared to what I should get and the packet loss is too high! This is during the early hours. It can be as bad as 1 or 2 mbits and surely will be during daytime. We were getting packet loss regulary in excess of 10% yesterday. How can this be allowed to continue? I need more answers Zoie_P.

Thank you,

Wayne

[Client62]

Are the Downstream Post RS error still mounting ?

Has the Upstream channels reverted to 64 QAM ?

Is there a known service fault : 0800 561 0061 ?

[Scottyboy99]

Thank you. Yes there is a fault reported on that number for my area "engineers working hard to fix it but due to complexity etc etc". Been the same message since I first noticed the problem just over a week ago. I am just frustrated at how vague it all is and then was extremely cross when the staff reported the proposed fix has been extended by another week (a previous staff member on this thread had reported today was the day). Not sure can tolerate this another week.

With regards router stats I don't really know how to interpret them. Downloads in real world tests seem ok to me. It's the upload that is awful and that is still 16 QAM. I am noticing the slow upload affecting my working. Saving files and video teams calls behaving erratically. I'll end up getting fired at this rate! Lol. Plus I tried to upload a video to youtube for my son's football club yesterday and it took an age. Several times longer than normal. I'm sure I heard my son cursing the internet too as he plays onlione like Fortnite, Fifa and Rocket League on his PS4. Not sure how the experience is as I don't play many games but I guess it's not good

Anyway here's the latest stats:

Upstream bonded channels

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

0	49600000	41.3	5120	QAM 16	1
1	43100000	41.5	5120	QAM 16	2
2	36600000	41.8	5120	QAM 16	3
3	30100000	42.3	5120	QAM 16	4
4	23600000	42.8	5120	QAM 16	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	18	0
1	ATDMA	0	0	97	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	18	0
4	ATDMA	0	0	18	0

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	4.2	37	QAM 256	2
4	154000000	3.9	38	QAM 256	3
5	162000000	3.7	37	QAM 256	4
6	170000000	3.8	38	QAM 256	5
7	178000000	3.5	38	QAM 256	6
8	186000000	3.7	38	QAM 256	7
9	194000000	3.7	38	QAM 256	8
10	202000000	3.4	38	QAM 256	9
11	210000000	3.4	38	QAM 256	10
12	218000000	2.9	38	QAM 256	11
13	226000000	2.5	38	QAM 256	12
14	234000000	2.5	38	QAM 256	13
15	242000000	1.9	38	QAM 256	14
16	250000000	1.3	39	QAM 256	15
17	258000000	1	39	QAM 256	16
18	266000000	1.5	39	QAM 256	17
19	274000000	2.8	39	QAM 256	18
20	282000000	3.7	39	QAM 256	19
21	290000000	3.7	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	4.2	40	QAM 256	27
28	354000000	4.3	40	QAM 256	28
29	362000000	4.3	40	QAM 256	29
30	370000000	4.5	40	QAM 256	30
31	378000000	4.2	40	QAM 256	31

Downstream bonded channels

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

1	Locked	39	8497	3847
2	Locked	37	118	0
3	Locked	37	535	3700
4	Locked	38	11211	11690
5	Locked	37	1320	7455
6	Locked	38	6428	9455
7	Locked	38	10711	16906
8	Locked	38	17663	5065
9	Locked	38	19966	7565
10	Locked	38	11600	23035
11	Locked	38	11060	16090
12	Locked	38	14772	10654
13	Locked	38	19592	4849
14	Locked	38	17482	3641
15	Locked	38	24460	4346
16	Locked	39	15077	1587
17	Locked	39	24338	4792
18	Locked	39	16297	4002
19	Locked	39	10516	3727
20	Locked	39	11040	3813
21	Locked	39	8629	3898
22	Locked	39	12448	3887
23	Locked	40	7136	3643
24	Locked	39	14844	4166
25	Locked	40	23897	5129
26	Locked	40	28264	5902
27	Locked	40	3880	3358
28	Locked	40	3340	3647
29	Locked	40	3279	3386
30	Locked	40	3228	3207
31	Locked	40	1284	1488

[Scottyboy99]

Sorry about double posts. My original posts were not showing up! So I replied again with same text. Then it suddenly showed up so have edited this particular posting as it originally had all the same info. Unfortunately cannot see how to delete a post

[Scottyboy99]

I also get reports of a broadband fault if I use this link, so the number and this report the same thing ever since I started checking them over a week ago

https://virg.in/service

I have a low tolerance for internet issues. In this modern day it's importance is absolutely vital. I'd also like to reiterate that Virgin has not had a good start since I joined. The installer savagely cut cables on his way in not caring what they were. I lost existing BT connections, ethernet wiring, probably also sky cables. Although these are redundant with Sky Q. Now this. Virgin not covered itself in glory. My big worry is all of this is a precursor to a total loss of service

[Scottyboy99]

I stand corrected on the download speed being ok. This is fluctuating a lot too. However the upload is still the main issue. Currently struggling to get above 1 m/bit on that. Packet loss about 10%

[Scottyboy99]

More fun today. Same old problems but now getting random internet drop outs. It then comes back after a few seconds, Maybe out there somewhere the network field team is working on it (but I have my doubts)

Perhaps a member of staff can provide a full update