Unstable patchy speeds with no upload speed.

[VsUK]

I have absolute 0 upload speed & a wide range of download speeds that just seems to stop since Saturday morning. 
I've checked all cabling even though I've not touched it for weeks. I've gone to Virgins site & did the check & it came back saying there's an issue in my postcode that's effecting my broadband service. Engineers are aware & currently trying to resolve the problem & to check back later for updates. Well, I'm now on my 4th day with no internet because it's not usable at all. Which means I have no TV, because I get my TV service through my broadband. I have no streaming services, I can barely get this forum to load. 

What I find odd, everything was working perfectly up until 8:30am on Saturday morning, but everything went back to working perfectly at exactly 11pm. And it did it again on Sunday, Monday & today. Why is this problem happening between 8:30am & 11pm each day? I just don't get why it seems to start & then stop exactly at those times each day. Makes me think my service is being throttled to make room for others & if so I'm done. I'm sorry but this close to Christmas with kids at home end of the week for 2 weeks amongst everything else, it's not acceptable at all. 

This is what I've had to put up with for 4 days now & I've been told nothing of when this will be fixed. I'm disgusted with the service & I can't even get though to customer services because I keep being told engineers are working on it. 

Downstream bonded channels

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

1	331000000	7	40	256 qam	25
2	235000000	7	40	256 qam	13
3	243000000	7	40	256 qam	14
4	251000000	6.8	40	256 qam	15
5	259000000	6.6	40	256 qam	16
6	267000000	7	40	256 qam	17
7	275000000	7	40	256 qam	18
8	283000000	7	40	256 qam	19
9	291000000	7.1	40	256 qam	20
10	299000000	7.6	40	256 qam	21
11	307000000	7.5	40	256 qam	22
12	315000000	7.3	40	256 qam	23
13	323000000	7.1	40	256 qam	24
14	339000000	7	40	256 qam	26
15	347000000	7	40	256 qam	27
16	355000000	6.9	40	256 qam	28
17	363000000	6.4	40	256 qam	29
18	371000000	6.3	40	256 qam	30
19	379000000	6.5	40	256 qam	31
20	387000000	6.8	40	256 qam	32
21	491000000	5.5	40	256 qam	33
22	499000000	5.8	40	256 qam	34
23	507000000	5.6	40	256 qam	35
24	515000000	5.3	40	256 qam	36

Downstream bonded channels

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

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

Upstream bonded channels

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

1	49600000	40	5120	32 qam	9
2	23600000	40	5120	32 qam	13
3	30100000	40	5120	32 qam	12
4	36600000	39.8	5120	32 qam	11
5	43100000	40	5120	32 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	3	0
3	ATDMA	0	0	510	2
4	ATDMA	0	0	2	0
5	ATDMA	0	0	0	0

[VsUK]

Yep, already got the SMS stating 27th. Not acceptable what so ever. 
I can't watch any streaming services.
I have no TV service I get over the web from Sky.
My home CCTV doesn't work because it records to a web server as with the live feed.
Non of my smart plugs respond.
No gaming.
No nothing really because I have 0 upload speeds, so no data can be sent. 

Sorry, but I'm disgusted, especially over Christmas as well. So I'm done, as soon as City Fibre finish installing the fibre connection to my home I'm leaving. When I was without service for 2 weeks with Vodafone due to the fact a car hit the telegraph pole holding up our phone lines, they sent out without asking a dongle with a sim card with unlimited data for a month. This is the first apology I've had from Virgin but it does nothing to fix the problem. 

So I'm done!

[VsUK]

Just want to post an update. In response to the complaint form I filled in about this, this is the reply I got. 

We have reviewed your account and we do not see an outage affecting your broadband services currently and we would like to advise you that every connected device is different and can connect at different speeds. There are lots of variables that can cause this including: age, operating system, processing power, memory, how it’s been used, when it was last restarted, apps, viruses, malware and more, because each connected device is different and can connect at different speeds, even devices from the same manufacturer can behave differently. Even though your home layout or building materials could be having an impact on the wireless signal, there are still some things we can recommend.

---

So the attitude is, it's not us, it's you.... 

[WorstISP]

Have you progressed to the ombudsman yet? Keep gathering evidence. You'll need to take measurements every hour to disprove Virgin as they'll usually do a single speed-test at non-peak hours to "prove" that there's no speed issues.

Use ethernet only. Even if you have proof that the wifi signal is strong and not the issue, the Comms Ombudsman will let Virgin lie about it being a WiFi issue (This is why they love to catagorise things as WiFi and mention it frequently even if you state that you're testing by ethernet).

[Steven_L]

Thanks for coming back to us VsUK and I'm sorry for the ongoing problems and any inconvenience that this may have caused and I hope that we can get the issues resolved before the estimated fix time for the issues at 13:15 today. Please keep us updated

Kind Regards,

Steven_L

[VsUK]

Well, I received a text today at 12:50pm to say it's been fixed & my speeds were resolved, but just like what's been happening over the last 2 weeks, I've had a complete & utter loss of upload speed preventing me from doing anything. Things start to work normally around 1pm & then stop working around 2pm each day. So no, this hasn't been fixed & I've provided info below. The only change I can see is no T3 timeouts that I was always getting.

No I haven't tested over wifi.
No I'm not downloading or streaming.
No I don't have any other devices connected causing conflicts.

This was a direct ethernet connection into the VM router & no, It's not the ethernet cable at fault, because that wouldn't cause the drop in the QAM modulations....

Refresh data

Upstream bonded channels

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

1	49600000	40	5120	32 qam	9
2	23600000	39.5	5120	32 qam	13
3	30100000	40	5120	32 qam	12
4	36600000	40	5120	32 qam	11
5	43100000	40	5120	32 qam	10

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
5	ATDMA	0	0	0	0

[VsUK]

Update since my post yesterday..

Upstream bonded channels

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

1	49600000	40	5120	64 qam	9
2	23600000	39.2	5120	16 qam	13
3	30100000	40	5120	64 qam	12
4	36600000	40	5120	32 qam	11
5	43100000	40	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	19	0
2	ATDMA	0	0	16	0
3	ATDMA	0	0	64	3
4	ATDMA	0	0	17	0
5	ATDMA	0	0	16	0

And I also included this I ran since yesterday.

[VsUK]

Got an SMS at 2pm saying this. 

Hi, we've fixed the network issue. Please restart our kit and wait 30 mins for it to take effect. For help, go to virginmedia.com/checkservice

---

Got home about 6pm & my speed had returned. Went to have my tea & tried to watch netflix & couldn't so watched something off my plex. Tested my speeds again & I get this below. And my QAM Modulations are still changing from 16 to 64, but so far no timeouts, but that seems irrelevant considering I have no internet service because it's completely unusable. I'm absolutely fuming, I'm tempted to just cancel my direct debit & go elsewhere.

[VsUK]

Just want to give an update. Internet finely started to work again about half 12 today & worked all the way until as of 45 minutes ago when its doing exactly what it did previously, although I'm still able to open up webpages & so forth, but my upload speeds are 0.2 or less. QAM Modulations are again showing 16/32 with T3 timeouts on multiple channels.

Something I've noticed that's changed, when going to the virgin check-services/diagnostics tool online, normally it says there's a fault with my connection or something & to check back in 24 hours or that they're aware of it. This time it said my router needs to be reset, so I did this & then it says I needed to reboot my router, so I did this again. Then it said I needed to reset my router & then reboot & it's been going round & round in circles. I use my router in modem mode & the router I use is a good router no problems with it what so ever. So after leaving this to make a cuppa, I came back & I tried one more time & this time the service asks me if I still need help, I click yes & nothing, just a black white page with back as the only option on screen. 

Fix it or I'm cancelling my direct debits because I'm sick to my teeth now!

[VsUK]

And it's back down again with 0.04 upload speeds which aren't actual speeds because there's no outward traffic. 
Worked ok for 2 days, yesterday started to act a bit sluggish & today about 1 just fell off completely & it seems I've lost channel 5.  
Sick of this now, absolutely sick of it.

Upstream bonded channels

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

1	49600000	40.4	5120	16 qam	9
2	23600000	40.5	5120	16 qam	13
3	36600000	40.5	5120	16 qam	11
4	43100000	39.3	5120	32 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	41	0
3	ATDMA	0	0	221	0
4	ATDMA	0	0	0	0

[Steven_L]

Thanks for coming back to VsUK and I'm sorry to hear of the issues that you're having, we have looked into this and can see that the new estimated fix time for this is 

3rd Jan at 9am, I hope that the issues will be resolved on this occasion. 

Kind Regards,

Steven_L