Slow Internet & Latency (Low Upload)

[lpraoline]

Hi,

Area:20 

I'm on 500MB Broadband a relatively new customer and have had issues with the internet being slow and it's a particular hindrance whilst working from home via Citrix - frequent disconnects, input lag, and freezes. I'm currently tethered to my phone for remote working as a work around and the experience is responsive and without issue. 

I've run tests reset the router several times (including factory reset) spoke to a live agent who asked me to reset again and wait a few hours to wait and see what happens. To confirm this is over a wired connection but is an identical experience over wifi too.

My upload is less than 1mb as you'll see here: https://ibb.co/sPc56Tp

I've attached my broadband upstream settings here: 

https://ibb.co/bWLn8jr
https://ibb.co/12SJcyQ
https://ibb.co/CJqxv1p

Just an FYI i've tried to create a broadband monitor on thinkbroadband but it's managed to lock my account for a period. Any help would be greatly appreciated.

[lotharmat]

Upstream is borked! - Should be 64 QAM - yours is at 16 per channel!

Hang tight for VM staff to pick this up - In the meantime - Check 0800 561 0061 to see if there are any known issues!

[lpraoline]

Thanks - I went to mark your response as helpful not close the post!!!

No issues in my area unfortunately!

My BQM - Will take a little time to update. 

[lotharmat]

No problemo!! 🙂

[Beth_G]

Hi lpraoline,

Welcome to the Community Forums! Thanks for your first post.

I am sorry to hear you've been struggling with your broadband connection recently. @lotharmat is right - your signal levels are a little bit messy! I've been able to locate your account and can clarify that there is currently an ongoing SNR fault in your area, however the good news is that it's estimated to be resolved later on tonight (at around 11pm).

Do let us know how things are tomorrow and if there's anything else you need. Apologies again for the inconvenience caused in the meantime.

Kind regards

Beth

[lpraoline]

Thank you Bethany.

I will revert back tomorrow thanks for the update, doesn't look like it was posted when I checked earlier!

[Beth_G]

No problem at all 🙂

Not all outages will be registered via the service status page, as this would usually depend on how many customers are affected and the type of fault at play. If you would ever like to request an update, please feel free to post below and we'll be happy to check for you.

Beth

[lpraoline]

Hi Beth,

I received an email and text yesterday to confirm the outage had been resolved.

The internet remained relatively slow early evening, but sped up late in the evening - I checked and I was getting good upload and the router was at 64 QAM, this morning it's back at 16 QAM and having similar issues with low upload speeds again.

Broadband Quality Monitor 

Kind Regards,

Lee

[Gareth_L]

Hi lpraoline

So I can take a look into this 

I Will need to access your account and send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L