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Message 11 of 20
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Re: Upload speed dropped for last month

Upstream bonded channels

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

1462000004.8512064 qam1
2258000004.575512064 qam4
3394000004.725512064 qam2
4326000004.65512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Message 12 of 20
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Re: Upload speed dropped for last month

Downstream bonded channels

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

1722250000-2.937256 qam33
24902500000.538256 qam11
34982500000.438256 qam12
45062500000.238256 qam13
55142500000.238256 qam14
65222500000.238256 qam15
7530250000038256 qam16
8538250000-0.238256 qam17
9546250000-0.238256 qam18
10554250000038256 qam19
11562250000038256 qam20
12570250000-0.438256 qam21
13578250000-0.538256 qam22
14586250000-0.538256 qam23
15594250000-0.538256 qam24
16658250000-1.437256 qam25
17666250000-1.237256 qam26
18674250000-1.737256 qam27
19682250000-1.737256 qam28
20690250000-1.737256 qam29
21698250000-1.737256 qam30
22706250000-2.437256 qam31
23714250000-2.537256 qam32
24730250000-2.737256 qam34

 

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Message 13 of 20
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Re: Upload speed dropped for last month

Downstream bonded channels

 

1Locked37.62253090
2Locked38.6484500
3Locked38.6420400
4Locked38.9460920
5Locked38.6520230
6Locked38.9576500
7Locked38.9630990
8Locked38.6681740
9Locked38.6722240
10Locked38.9788250
11Locked38.9880680
12Locked38.6947150
13Locked38.6977140
14Locked38.9959910
15Locked38.91040990
16Locked37.61409920
17Locked37.61456960
18Locked37.61425390
19Locked37.61330390
20Locked37.61409680
21Locked37.61650080
22Locked37.31924970
23Locked37.32128510
24Locked37.32532070
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Message 14 of 20
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Re: Upload speed dropped for last month

I had to break the responses into separate posts. I kept getting a forum error telling me to address the issues highlighted in yellow, but could find not yellow highlighted issues on the page, so I thought it may be a character limit. In the end, I had to remove the column names from the final Downstream table in order to be allowed to post it. 

Strange. 

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Message 15 of 20
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Re: Upload speed dropped for last month

@Phil_C1 & Gary_Dexter,

Have you seen my previous posts while provided details at your request? My situation with the ailing upload speeds has not changed, and I'd be very grateful for any help you can provide while I'm still in the 14-day "change of mind" period on this new contract. 

[URL=https://www.speedtest.net/result/9465587532][IMG]https://www.speedtest.net/result/9465587532.png[/IM...]

Thanks

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Message 16 of 20
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Re: Upload speed dropped for last month

There’s no issues with the stats you’ve posted 


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Message 17 of 20
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Re: Upload speed dropped for last month


@zjack wrote:

Edit: I suppose I should add that my modem router is the super hub 3 and that my reduced upload speed wasn't fluctuating with peak times - it was consistently low morning, noon or night as if a hard threshold had been applied at just 15% of the existing rate. 


@zjack How early in the morning and how late at night are you testing?  Pre crisis the peak times were around 5pm to 11pm weekdays and all weekend, but since lockdown the peak times are more often 7am to 11pm or midnight weekdays and all weekends.

As your hub figures don't show anything obviously wrong then it looks like a utilisation issue on your segment of the network, which usually manifests as peak time slow downs.  While the upgrade may have helped it is not fixing the issue, it just appears to be papering over the cracks in your segment of the VM network. You should not be forced to pay more to make up for VM's failings and you could have a case for being mis sold the upgrade.

If it is a utilisation issue then historically this type of issue can take anywhere from a few weeks to a few years to be resolved.

Only VM staff can confirm if this is a utilisation issue as this is not something that VM ever log on the Service Status page.  Call centre staff rarely seem to have info about utilisation faults but field techs and the forum staff can usually look it up on their systems.

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My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Message 18 of 20
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Re: Upload speed dropped for last month

SCA1972,

Thank you for your frank response, I appreciate it. Is it best that I wait for field staff or Forum Staff to see your response then? What's my best course of action from this point?

You're right, I was considering late night (after 10pm) and early morning (6.30am - 8am) to be off peak, but perhaps that is the new 'peak'. Still, it seems as though Virgin will need to help with this and rectify the issue?

Thanks

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Message 19 of 20
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Re: Upload speed dropped for last month


@zjack wrote:

SCA1972,

Thank you for your frank response, I appreciate it. Is it best that I wait for field staff or Forum Staff to see your response then? What's my best course of action from this point?

You're right, I was considering late night (after 10pm) and early morning (6.30am - 8am) to be off peak, but perhaps that is the new 'peak'. Still, it seems as though Virgin will need to help with this and rectify the issue?

Thanks


@zjack VM will need to rectify the issue, but as I said in my last post the time scale for them to rectify it (if it is a utilisation fault) could be years.  Hard to suggest a course of action without knowing the cause of the issue.

@ModTeam Please can you ask one of the forum team to visit this thread and check @zjack's connection to see if they are impacted by a peak time utilisation issue or some other issue.

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Message 20 of 20
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Re: Upload speed dropped for last month

Hi zjack,

 

 

Thanks for posting on on our community. Looking through the previous thread it seems as though we need to take a further look at you account to see why your experiencing speed issues.

 

As you mentioned you have upgrade to our 350mb Broadband and are still experiencing the issue we will need to send you a private message so we can take a look at this matter for you.

 

Pleas click on the purple envelope to accept the chat.

 

Kind regards Jodi