31-08-2021 19:46 - edited 31-08-2021 19:53
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 |
Answered! Go to Answer
on 01-09-2021 08:50
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
on 01-09-2021 08:50
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
on 01-09-2021 13:02
on 01-09-2021 18:32
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,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
01-09-2021 18:36 - edited 01-09-2021 18:38
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
on 01-09-2021 19:26
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,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
02-09-2021 18:03 - edited 02-09-2021 18:08
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
on 02-09-2021 20:53
on 05-09-2021 16:01
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