12-02-2021 10:27 - edited 12-02-2021 10:29
On a M200 package but get upload speeds of <4Mbps consistently throughout the day. Download speeds typically almost always hitting 200 Mbps.
It's been consistently slow on upload for almost a year. Occasionally I'll get 20 Mbps.
I've called VM a few times and followed the full reset on router procedure but it hasn't changed anything.
Any help appreciated.
BQM:
Answered! Go to Answer
on 23-06-2021 11:52
How's it looking today I hear you ask!
Scheduled for a fix for over utilisation on 26th Feb, 10th March, 24th March, April 6th, April 12th, April 27th, May 11th, May 25th, June 8th and June 22nd.
I've just checked the speeds and I'm getting 203 down and 5 up.
Has the fix date been pushed back again? Please confirm.
Thanks
on 23-06-2021 12:59
Hi @hd3,
Thank you for reaching out about your ongoing issues.
After taking a look at your account, I can see that there is an active outage. It is currently set to be finished today at 14:35. Apologies for any inconvenience caused.
Our technician is on site and working on having this issue resolved.
Please keep us updated on your connection.
Thank you,
on 23-06-2021 17:49
Just checked and the connection hasn't improved.
on 24-06-2021 09:16
I've checked this morning and speeds are 208 down and 8 up.
Has the ticket F008611099 been pushed back?
on 24-06-2021 09:28
@hd3 wrote:How's it looking today I hear you ask!
Scheduled for a fix for over utilisation on 26th Feb, 10th March, 24th March, April 6th, April 12th, April 27th, May 11th, May 25th, June 8th and June 22nd.
I've just checked the speeds and I'm getting 203 down and 5 up.
Has the fix date been pushed back again? Please confirm.
Thanks
on 24-06-2021 09:34
Network Status - Hub4
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status | Online | DOCSIS 3.0 |
Primary downstream channel | Locked | SC-QAM |
DOCSIS 3.0 channels | 32 | 4 |
DOCSIS 3.1 channels | 0 | 0 |
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
8 | 194750000 | -2.2 | 38.6 | QAM256 | 8 |
1 | 138750000 | 2 | 39 | QAM256 | 1 |
2 | 146750000 | 1.1 | 39 | QAM256 | 2 |
3 | 154750000 | 0.4 | 38.6 | QAM256 | 3 |
4 | 162750000 | -0.6 | 38.6 | QAM256 | 4 |
5 | 170750000 | -1.6 | 38.6 | QAM256 | 5 |
6 | 178750000 | -2 | 39 | QAM256 | 6 |
7 | 186750000 | -1.9 | 38.6 | QAM256 | 7 |
9 | 202750000 | -2.2 | 38.6 | QAM256 | 9 |
10 | 210750000 | -2.4 | 38.6 | QAM256 | 10 |
11 | 218750000 | -2.6 | 38.6 | QAM256 | 11 |
12 | 226750000 | -2.5 | 38.6 | QAM256 | 12 |
13 | 234750000 | -2.5 | 38.6 | QAM256 | 13 |
14 | 242750000 | -2.3 | 38.6 | QAM256 | 14 |
15 | 250750000 | -2.3 | 39 | QAM256 | 15 |
16 | 258750000 | -2 | 38.6 | QAM256 | 16 |
17 | 266750000 | -2.6 | 39 | QAM256 | 17 |
18 | 274750000 | -3.5 | 38.6 | QAM256 | 18 |
19 | 282750000 | -3.7 | 39 | QAM256 | 19 |
20 | 290750000 | -3.3 | 38.6 | QAM256 | 20 |
21 | 298750000 | -2.7 | 38.6 | QAM256 | 21 |
22 | 306750000 | -2.8 | 38.6 | QAM256 | 22 |
23 | 314750000 | -3.3 | 38.6 | QAM256 | 23 |
24 | 322750000 | -3.7 | 38.6 | QAM256 | 24 |
26 | 370750000 | -2.4 | 38.6 | QAM256 | 26 |
27 | 378750000 | -2.2 | 39 | QAM256 | 27 |
30 | 402750000 | -2 | 39 | QAM256 | 30 |
31 | 410750000 | -2.2 | 39 | QAM256 | 31 |
34 | 434750000 | -3 | 38.6 | QAM256 | 34 |
37 | 458750000 | -3.1 | 38.6 | QAM256 | 37 |
38 | 466750000 | -3.3 | 38.6 | QAM256 | 38 |
39 | 474750000 | -3.6 | 38.6 | QAM256 | 39 |
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
8 | Locked | 38.605377 | 0 | 0 |
1 | Locked | 38.983261 | 0 | 0 |
2 | Locked | 38.983261 | 0 | 0 |
3 | Locked | 38.605377 | 0 | 0 |
4 | Locked | 38.605377 | 0 | 0 |
5 | Locked | 38.605377 | 0 | 0 |
6 | Locked | 38.983261 | 0 | 0 |
7 | Locked | 38.605377 | 0 | 0 |
9 | Locked | 38.605377 | 0 | 0 |
10 | Locked | 38.605377 | 0 | 0 |
11 | Locked | 38.605377 | 0 | 0 |
12 | Locked | 38.605377 | 0 | 0 |
13 | Locked | 38.605377 | 0 | 0 |
14 | Locked | 38.605377 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.605377 | 0 | 0 |
17 | Locked | 38.983261 | 0 | 0 |
18 | Locked | 38.605377 | 0 | 0 |
19 | Locked | 38.983261 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 38.605377 | 0 | 0 |
22 | Locked | 38.605377 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.605377 | 0 | 0 |
26 | Locked | 38.605377 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 38.983261 | 0 | 0 |
34 | Locked | 38.605377 | 0 | 0 |
37 | Locked | 38.605377 | 0 | 0 |
38 | Locked | 38.605377 | 0 | 0 |
39 | Locked | 38.605377 | 0 | 0 |
on 24-06-2021 09:35
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 48.8 | 5120 KSym/sec | 64QAM | 4 |
2 | 46200000 | 49.5 | 5120 KSym/sec | 64QAM | 3 |
3 | 25800000 | 46.8 | 5120 KSym/sec | 64QAM | 11 |
4 | 32600000 | 47.8 | 5120 KSym/sec | 64QAM | 5 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 93 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.0 |
Config file | cmreg-vmdg640-bbt060-b.cm |
Primary Downstream Service Flow
SFID | 90778 |
Max Traffic Rate | 230000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 90777 |
Max Traffic Rate | 22000061 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | bestEffort |
on 24-06-2021 09:36
There was nothing in the Networklog.
Do the T3 timeouts look OK?
24-06-2021 10:01 - edited 24-06-2021 10:01
No, not at all. There should be only one or two T3's cropping up. Your downstream power range also looks too wide at 5.7 dBmV. But fixing those won't sort out over-utilisation. That's been caused by VM over-selling so that there's more use than capacity on the local network, and it will only be resolved by significant capacity improvement works.
As things stand, the fault has been outstanding for more than six months, ten maybe eleven "fix" dates have passed with no improvement. The overall delay is a blatant breach of Fairness commitment 4, under which VM should fix problems promptly, and the repeatedly misleading dates are a blatant breach of Fairness commitment 6, that promises fair treatment of customers is at the heart of a provider's culture. If you haven't already, you should raise a formal complaint with VM using the online form in My Virgin Media, and when that is fobbed off or ignored, escalate to the industry arbitration scheme CISAS demanding compensation for the poor service and separately for the ten broken promises from wilfully misleading fix dates.
You may also want to raise this as a complaint with Ofcom (useless bunch, but may as well), your MP, the Communications Consumer Panel, and the Post & Telecoms Policy Research Team at Citizens Advice.
on 24-06-2021 10:17
Thank you for getting back to us @hd3
I have had a look into your account for an update. The estimated fix time had been pushed back to 29 JUN 2021 12:20.
Our team are working hard to resolve this for you.
We thank you in advance for your patience,