Upload speed issues last few days

[encapsulated]

edit: was going to reply with upload/network log sections but it says "access denied" and won't let me reply/quick reply



I've been having an issue with upload speeds the last day or two - package M350, hub 4.0 (should be 36mbit, getting 2-6mbit at best), and was wondering if anyone from virgin could provide an issue tracking/resolution timeframe - when I go to the "check service status" page it says "no known issues" but upon doing the "run test" option, it says there is a local area fault affecting multiple customers - albeit with no further details or estimated fix time.

Area reference: 20
st6

Thanks for any advice on the issue

3.0 Downstream channels

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

33	386750000	7.2	39	QAM256	33
5	170750000	8.5	39	QAM256	5
6	178750000	8.4	40.4	QAM256	6
7	186750000	8.6	40.4	QAM256	7
10	210750000	8.6	40.4	QAM256	10
13	234750000	8.2	39	QAM256	13
14	242750000	8.2	40.4	QAM256	14
15	250750000	8.3	40.4	QAM256	15
16	258750000	8.5	40.4	QAM256	16
17	266750000	8.4	39	QAM256	17
18	274750000	8.2	39	QAM256	18
19	282750000	7.9	40.4	QAM256	19
20	290750000	7.9	40.4	QAM256	20
21	298750000	8.2	40.4	QAM256	21
22	306750000	8.3	40.4	QAM256	22
23	314750000	8.2	39	QAM256	23
24	322750000	7.8	39	QAM256	24
25	330750000	7.5	39	QAM256	25
26	338750000	7.7	40.4	QAM256	26
27	346750000	7.7	39	QAM256	27
28	354750000	7.6	39	QAM256	28
29	362750000	7.6	39	QAM256	29
30	370750000	7.5	39	QAM256	30
31	378750000	7.3	39	QAM256	31
34	394750000	7.1	39	QAM256	34
35	402750000	7.1	38.6	QAM256	35
36	410750000	7	38.6	QAM256	36
37	418750000	6.9	38.6	QAM256	37
38	426750000	6.6	38.6	QAM256	38
39	434750000	6.4	39	QAM256	39
40	442750000	6.5	38.6	QAM256	40
41	450750000	6.1	38.6	QAM256	41

3.0 Downstream channels

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

33	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
10	Locked	40.366287	0	0
13	Locked	38.983261	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
25	Locked	38.983261	0	0
26	Locked	40.366287	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	38.605377	0	0
36	Locked	38.605377	0	0
37	Locked	38.605377	0	0
38	Locked	38.605377	0	0
39	Locked	38.983261	0	0
40	Locked	38.605377	0	0
41	Locked	38.605377	0	0

[Tom_F · Accepted solution]

Hi @encapsulated, thanks for your post.

Sorry for the issues you've had with your broadband recently. I've taken a look into this using your forum details, and can see there's currently a known SNR issue in the area, which is currently estimated to be resolved later on today. 

You may be able to get updates on this by calling 0800 561 0061 - if you're still having issues once the area issue is deemed fixed please let us know so we can look further into it for you.

Tom

[encapsulated]

thank you for the quick reply and detail, I see that the service status section has also changed to reflect this. Hopefully it will be fixed - but yes, will let you know if not, thanks

[John_GS]

Hi encapsulated 

Thanks for coming back to us. 

I am sorry about this but the SNR (signal to noise ratio) issue has been extended. There is a new fault number and the reference is F009248831. The estimated fix date is the 7th September.

Kind regards,

[encapsulated]

I've received notification that the issue has been resolved. I realize this is early after, but the issue is still present/has not changed, still limited to 6-8mbit upload, when good, 2-5mbit when worse (it's all over the place)

Edit: just seen your reply... 7th sept? That's quite a way away 😞 is there no other way to get it escalated? Upload bandwidth is far more important than download to me

[John_GS]

Thanks for coming back to me.

Yeah it was the previous ticket but because they can't re-open it, they've opened a new one and linked both. 

I am sorry for that, it can't be escalated as it's a known fault which we're working on resolving asap.

Kind regards,

[encapsulated]

okay, again thanks for the reply

just fyi/update - the issue temporarily resolved last night but I think has been back today (sometimes).. guess I'll have to wait til the 7th and beyond to see if the fix remains consistent

[encapsulated]

seems fixed/more consistent now, maybe the test I did earlier which made me think the issue was back was a limitation on the server end

[Beth_G]

Hi encapsulated,

Glad to hear your connection has improved slightly recently, that is a good sign.

I have checked and the outage is still showing as ongoing and still under investigation, however do let us know how things go over the next few days and keep us posted. We'll be more than happy to help further.

Beth