Virgin Media Community

[sukisails]

Hi All,

This happened at the start of the year and now again since yesterday afternoon. My 350 package upload speeds have shot down to between 0.7 and 3 mbps, and latency has shot up (tested via ethernet)

I already reset router and  coax- cables and switched off and on again after 15 minutes -  twice.

Pretty upset by this as, like everyone else, I am working from home and I  am paying for something that crashes every few months, and thus have called in getting mixed  messages - adviser states their is an issue, but website states there is not (too small to register) and when a complaint is raised -it gets auto closed with adviser saying it they (Field) appear to saying  it's fixed - but its not. 

Please assist

My stats are below

My BQM 

speedtest via ethernet via samknows:

Latency 24.9 ms
Jitter 4.04 ms
Download 82.0 Mbps
Upload 1.26 Mbps

STATUS:

Item Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	60300068	Locked
Provisioning State	Online

Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	203000000	5.4	37	256 qam	9
2	211000000	5.4	37	256 qam	10
3	219000000	5.5	37	256 qam	11
4	227000000	5.1	38	256 qam	12
5	235000000	5	38	256 qam	13
6	243000000	4.6	38	256 qam	14
7	251000000	4.6	38	256 qam	15
8	259000000	4.6	38	256 qam	16
9	267000000	4.8	38	256 qam	17

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

1	60300068	44.5	5120	16 qam	1
2	46200538	43.8	5120	64 qam	3
3	39400070	43.8	5120	16 qam	4
4	53700335	44.3	5120	16 qam	2

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	26	0
4	ATDMA	0	0	0	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID	333334
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	333333
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	Best Effort

Network LogTime Priority Description

06/04/2021 23:37:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 22:56:22	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 12:11:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[sukisails]

Internet Issues continue. 1st line promised to call me back but they didn't.
Think this forum is probably the best thing about Virgin.

[sukisails]

Samknows etherent speedtest @ 8:15 AM

Latency 36.1 ms
Jitter 24.8 ms
Download 236 Mbps
Upload 1.52 Mbps

[conman33158]

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

1	60300068	44.5	5120	16 qam	1
2	46200538	43.8	5120	64 qam	3
3	39400070	43.8	5120	16 qam	4
4	53700335	44.3	5120	16 qam	2

3 of your upload streams are on the wrong modulation and should all be on 64 QAM and you have only 9 download streams. You will need an engineer visit to put this right. Best to ring VM on or just after 8am on 0345 454 1111 or alternatively you can wait here for a Virgin staff member to pick it up, but unfortunately this will typically be between 5-10 days, sometimes sooner, sometimes later depending on how busy they are 🙂

[sukisails]

Thanks for that feedback,

When I spoke to 1st line they said there was an outage - but I will call them again.

[gyferenc]

After have been promising a solution for 3 days the customer service have finally admitted that the issue will be solved by the 13th of April.
Terrible communication.
I don't really understand why they cannot just send a text to everyone effected that there is an issue...and the deadline. (Not to mention, that it is absolutely unacceptable that they cannot provide a proper service in a situation like the pandemic.)

[conman33158]

I know the feeling mate, I have a fault myself and it's not showing on the Checked service status or when I call 0800 561 0061, but asking a Virgin Staff member on here they were able to tell me there was a short term period of network instability. Go figure! 🙂

[sukisails]

@7AM
Latency 13.9 ms
Jitter 2.45 ms
Download 384 Mbps
Upload 36.8 Mbps

@8AM
Latency 14.3 ms
Jitter 2.90 ms
Download 320 Mbps
Upload 11.0 Mbps

Outages or not...could be capacity issue on top

[gyferenc]

Yes...
By the way, it was absolutely fine all night (obviously, when nobody really needs it)...and even half an hour ago.
Now it is useless again.

[sukisails]

Seriously wish there was a genuine rival to VM for real fibre in West London.... I genuinely don't mind paying more....provided I get what I paid for