on 10-11-2021 09:55
Since my upgrade from 200 to 350 as part of the VOLT benefits my upstream speed has intermittently dropped from 36 mbps to around 5 mbps with QAM dropping to 16 on three or four channels. Downstream is rock solid. Prior to the ‘upgrade’ both upstream and downstream were rock solid.
Upstream went off a cliff at about 0940 this morning:
Answered! Go to Answer
on 23-03-2022 09:50
on 25-03-2022 14:45
Hi pjayuk,
I'm afraid that there is still no update from the networks team, however we can see that the outage is no longer present in your area, but you do have very high upstream channels. We will need to arrange an engineer visit for you.
I'll pop you over a PM now so I can arrange this with you.
on 25-03-2022 14:54
on 28-03-2022 14:42
Hi pjayuk,
Thanks for coming back to us on this.
We understand the frustration but the Networks team will look into things. If they notice an issue, they would raise a fault and start the process to get things resolved. As no fault has been raised, it would suggest there isn't one.
We can book a principle engineer who can help look further into things.
If you do want us to book this for you then let us know.
Thanks,
on 28-03-2022 14:47
Hi, the engineers who came last time confirmed that there was a fault that networks needed to look into. Has anyone actually spoken to networks, rather than just assuming that there isn’t a fault? I know there is a fault of some sort as my upstream doesn’t work properly. I feel like I am being fobbed off and that Virgin have no idea how to fix the problem.
29-03-2022 08:58 - edited 29-03-2022 08:58
Upstream atrocious this morning, only getting 14 mb/s.
1 | 46199997 | 49.8 | 5120 | 32 qam | 3 |
2 | 39399882 | 49.8 | 5120 | 16 qam | 4 |
3 | 25800016 | 48.5 | 5120 | 16 qam | 6 |
4 | 32600014 | 49.2 | 5120 | 16 qam | 5 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 1 | 0 |
3 | ATDMA | 0 | 0 | 5 | 0 |
4 | ATDMA | 0 | 0 | 5 | 0 |
on 31-03-2022 14:17
Hi there @pjayuk, thank you for your patience while this was being investigated.
We have now heard back from the network team who have confirmed this issue is not something that is happening at a network level. We will need to book another tech visit for you due to the ongoing upstream issue so I am going to send you a PM to confirm your details.
Regards
Nathan
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on 20-07-2022 21:27
Reviving this old thread since one of my friends upgraded from M500 to 1Gig through Volt and is using Hub4 and is getting 100-150Mbps now instead of the 500 he used to get before Volt upgrade. My installation is due on 26th July for the same package, and I am strongly considering cancelling my installation. This thread shows how utterly clueless VM are about their own network and infra, and OP is basically getting bounced around like a town bicycle. Did his issue ever get fixed, or did he just give up?
on 20-07-2022 21:47
Yes, they are incompetent, but it did eventually get fixed by one engineer adjusting something in the street cabinet. It was pretty obvious it was a network issue from the start, but why it took seven months and what the engineer did, I have no idea. We now have fttp in the street and they are cabling my building as soon as they get approval from the freeholder, so will have another option when my Virgin contract is up.
on 20-07-2022 21:51
Good to know mate. What a terrible way to treat their customers. All the “forum team” people just type nice messages without offering any resolution. I live in an area where VM have installed their infra barely 1-2 years ago. Most customers around me are with BT cable or BT Full Fibre, so I am hoping VM network is not overloaded. However, in my friend’s case the VM infra is probably decade old. I know someone from forum team will be around to ask me to open another thread so that they can start dodging issues, but it just doesn’t make sense when they can’t deliver anything close to the speeds they quote with the hardware they send to customers (Hub 4 for 1Gig).