Slow upload speed

[Kyo_daikun]

Hi all,

Since Friday last week been getting slow upload speeds (0.1 - 1.0mb range) phoned customer support on Monday and they said there was an issue in the area and that it would be fixed by 11am Tuesday (it isn't) when I check service status it says everything is fine, signed up for outage updates as it kept prompting me and haven't received anything so no idea whats going on.

Details from my modem:

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

1	203000000	5.1	38	256 qam	9
2	211000000	5	38	256 qam	10
3	219000000	4.6	38	256 qam	11
4	227000000	4.8	38	256 qam	12
5	235000000	4.1	38	256 qam	13
6	243000000	4.1	38	256 qam	14
7	251000000	3.7	38	256 qam	15
8	259000000	3.5	38	256 qam	16
9	267000000	3.2	38	256 qam	17
10	275000000	3.2	38	256 qam	18
11	283000000	3	38	256 qam	19
12	291000000	3	38	256 qam	20
13	299000000	3	37	256 qam	21
14	307000000	3	38	256 qam	22
15	315000000	3.2	38	256 qam	23
16	323000000	3	38	256 qam	24
17	331000000	3.2	38	256 qam	25
18	339000000	3.2	37	256 qam	26
19	347000000	3.5	38	256 qam	27
20	355000000	3.2	38	256 qam	28
21	363000000	3.4	38	256 qam	29
22	371000000	3.2	38	256 qam	30
23	379000000	3.2	38	256 qam	31
24	387000000	3	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	275	27
2	Locked	38.6	346	25
3	Locked	38.6	293	17
4	Locked	38.6	526	34
5	Locked	38.6	326	48
6	Locked	38.6	381	52
7	Locked	38.6	361	48
8	Locked	38.6	553	41
9	Locked	38.6	461	30
10	Locked	38.6	408	19
11	Locked	38.6	502	21
12	Locked	38.6	416	27
13	Locked	37.6	553	29
14	Locked	38.6	396	30
15	Locked	38.9	307	28
16	Locked	38.6	283	29
17	Locked	38.6	285	20
18	Locked	37.6	548	21
19	Locked	38.6	312	24
20	Locked	38.6	247	33
21	Locked	38.6	243	33
22	Locked	38.9	303	35
23	Locked	38.6	232	33
24	Locked	38.6	200	31

Upstream bonded channels

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

1	60299275	45.2	5120	16 qam	1
2	39399638	42.7	5120	16 qam	4
3	53700474	44.5	5120	16 qam	2
4	46199365	43.2	5120	16 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	130	0
2	ATDMA	0	0	221	0
3	ATDMA	0	0	94	0
4	ATDMA	0	0	138	0

[John_GS]

Hi Kyo_daikun

Thanks for posting and welcome to the community,

My apologies about the slow upload speed issue. I can see you've spoke to the team today already however I'll be able confirm what they've said.

You're currently affected by a SNR (signal to noise ratio) fault. The fault reference is F009272928. 

Current estimated fix date is today at 15.50.

Best,

[Kyo_daikun]

Thanks for the update John, FYI just got home from work and still not fixed...

Would appreciate if this could be fixed by the end of the week or I will start asking for compensation as it will have been pretty much down for a week by then, happy to argue with anyone who thinks having pretty much no upload is usable internet or not (clue: it isnt)

[John_GS]

We wouldn't provide compensation for an SNR issue - see here for information on compensation.

Unfortunately from checking this has been extended to Friday at 11.35am. 

Best,

[Kyo_daikun]

Thanks again for the update John, not going to lie its disappointing but never had an issue like this in the 4 years I've been with Virgin so try to keep it in perspective.