Virgin Media Community

[ashheron]

Hi, I seem to be getting slower than usual upload speeds recently, not sure what the issue is. Can someone help? Upload speed seems to be ranging between 19-30Mbps, averaging at about 27Mbps after multiple tests. Upload was at a steady 37Mbps around a week ago. Cheers.

Upstream bonded channels

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

1	53700000	38.5	5120	64 qam	6
2	60300000	39	5120	64 qam	5
3	39400000	37.8	5120	64 qam	8
4	46200000	38.3	5120	64 qam	7

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Primary Downstream Service Flow

SFID	4950
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	4949
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Downstream bonded channels

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

1	475000000	8.4	40	256 qam	9
2	483000000	8.3	40	256 qam	10
3	491000000	8.4	40	256 qam	11
4	499000000	8.5	40	256 qam	12
5	507000000	8.5	40	256 qam	13
6	515000000	8.4	40	256 qam	14
7	523000000	8.1	40	256 qam	15
8	531000000	8	40	256 qam	16
9	539000000	7.8	40	256 qam	17
10	547000000	8	40	256 qam	18
11	555000000	8.1	40	256 qam	19
12	563000000	8.4	40	256 qam	20
13	571000000	8.5	40	256 qam	21
14	579000000	8.3	40	256 qam	22
15	587000000	8	40	256 qam	23
16	595000000	8	40	256 qam	24
17	603000000	8.4	38	256 qam	25
18	611000000	8.4	40	256 qam	26
19	619000000	8.1	40	256 qam	27
20	627000000	8.1	40	256 qam	28
21	635000000	7.8	38	256 qam	29
22	643000000	7.9	40	256 qam	30
23	651000000	7.9	40	256 qam	31
24	659000000	7.8	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	4	0
2	Locked	40.3	4	0
3	Locked	40.9	7	0
4	Locked	40.9	6	0
5	Locked	40.3	8	0
6	Locked	40.3	5	0
7	Locked	40.3	7	0
8	Locked	40.3	5	0
9	Locked	40.3	5	0
10	Locked	40.9	6	0
11	Locked	40.3	4	0
12	Locked	40.3	5	0
13	Locked	40.3	6	0
14	Locked	40.3	4	0
15	Locked	40.3	4	0
16	Locked	40.3	1	0
17	Locked	38.9	5	0
18	Locked	40.3	7	0
19	Locked	40.3	6	0
20	Locked	40.3	5	0
21	Locked	38.9	8	0
22	Locked	40.9	7	0
23	Locked	40.3	13	0
24	Locked	40.9	6	0

Edit: Tested on https://speedtest.samknows.com/ too, also tried multiple devices, all connected via ethernet.

[Anonymous]

Stats look broadly okay to me. Waiting on the images. 

Have you checked for local issues on 0800 561 0061? Also check your cables and connections are tight and secure and not kinked or damaged. Maybe try a 30 second pinhole reset of the hub too. 

[ashheron]

Gave the 0800 number a ring, no local issues currently.

Checked all the cables and connections, they're all connected firmly, and no visible damage.

Also, just did a hardware reset on the hub, still having the same issue unfortunately.

Had a look at the stats after the reset, and everything looks the same other than a T3 timeout on the upstream.

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Anonymous]

Hmmm not sure at the moment what this is about. 

Set up a BQM by visiting https://www.thinkbroadband.com/broadband/monitoring/quality for now.

Others on here I'm sure will have ideas shortly. 

[ashheron]

Thanks, I'll give that a shot too.

Rang VM, and it seems that there is a local issue after they checked the connection from their end. They said they're going to get an engineer to check it out, and it should be sorted after 24h.

[Paulina_Z · Accepted solution]

Hi @ashheron,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues with your speeds at the moment! I can understand how frustrating this can be.

Have you been able to take a look at our Speed Up page to see if this can help with your speeds? 

I was able to run some internal checks and at the moment, there are no local outages which are impacting your services. However, after checking your downstream power levels, I can see some issues there. In order to have this issue resolved, we would need to book in an engineer to have this issue investigated and resolved. In order to do this, I will need to send you a Private Message to confirm a few details before booking in an appointment. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

[ashheron]

Thanks Paulina,

I have tried the speed up page but to no avail.

Thanks for checking the downstream levels, just replied to your private message.

[Paulina_Z]

Hi @ashheron,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for speeds and connection issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

[Paulina_Z]

Hi @ashheron,

Thank you for coming back to me via Private Message to confirm that you're happy with the appointment time and date! 🙂

Let us know how you get on! 🙂

Thank you.