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

[Kain_W]

Sincere apologies for any issues faced VsUK,

We can still currently see that your area is still affected by a SNR fault.

The estimated fix time has been pushed back to the 11th Jan however our team will be working to resolve this as soon as they can.

Apologies for the delays,

[VsUK]

So basically I'll have had next to zero internet service for a month now & all you can offer is an apology, no offer of compensation or anything. Just tell me why I should continue paying my bill for a service I'm not getting exactly?

[WorstISP]

Hi VsUK, if you want to get out of your contract, check the "Minimum Guaranteed Speed" terms on your contract.

You will need to show that your speed is below the guaranteed minimum for 3 consecutive days. Use https://www.samknows.com/realspeed/ to test this, and MAKE SURE YOU ONLY TEST VIA ETHERNET CABLE NOT WIFI. Do this twice a day every day, take screenshots of the bad speeds below the guaranteed minimum stated on your contract.

If you have proof of this speed below the minimum for several consecutive days, you may be entitled to exit your contract without penalty. The relevant OfCom scheme: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/broadband-speeds-c... (Keep this link for your complaints to Virgin Media and to the Communications Ombudsman).

In the meantime, if you have not done so already, open an official complaint with Virgin Media https://www.virginmedia.com/help/complaints (Again, make sure you only use wired ethernet connections, use two different cables and/or devices to test, just to prevent any excuses blaming your ethernet cable or device).

After 8 weeks you'll be able to escalate this to the Communications Ombudsman.

During this 8 weeks your main focus should be on collecting evidence to show that the service is unuseable (Page timeouts on your browser, BQM (https://www.thinkbroadband.com/broadband/monitoring/quality ), ping tests to 1.1.1.1 and 8.8.8.8 that show high packet loss, etc.

Please DM me if you want any help, I have been through this painful process for the same issue you have. I only wish I had focused more on collecting evidence in the early stages.

[VsUK]

Well, I was told my service would be fixed by the 11th. I thought a day early when it started working earlier today & then boom, falls off a cliff again, but this time I only have 3 connected channels. 

If this isn't fixed as stated by the 11th, I think I'm done. The whole of Christmas & New Years I've had no service what so ever, which means no working home CCTV. No Streaming services, No Sky TV I get through my broadband, No Games nothing. 

I'm starting to see why people told me I was an idiot for choosing to go with Virgin.

[David_Bn]

Thanks for coming back to us @VsUK, and I'm sorry to hear of the disappointment felt by the service issues experienced.

I've been able to look into the local area, and sadly the estimated fix time and date is currently showing as 14:00 on 16/01/2024.

Our team will do all within their power to have this resolved for all users as soon as they possibly can.

All the best,

David_Bn