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encapsulated
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Upload speed issues last few days

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

333867500007.239QAM25633
51707500008.539QAM2565
61787500008.440.4QAM2566
71867500008.640.4QAM2567
102107500008.640.4QAM25610
132347500008.239QAM25613
142427500008.240.4QAM25614
152507500008.340.4QAM25615
162587500008.540.4QAM25616
172667500008.439QAM25617
182747500008.239QAM25618
192827500007.940.4QAM25619
202907500007.940.4QAM25620
212987500008.240.4QAM25621
223067500008.340.4QAM25622
233147500008.239QAM25623
243227500007.839QAM25624
253307500007.539QAM25625
263387500007.740.4QAM25626
273467500007.739QAM25627
283547500007.639QAM25628
293627500007.639QAM25629
303707500007.539QAM25630
313787500007.339QAM25631
343947500007.139QAM25634
354027500007.138.6QAM25635
36410750000738.6QAM25636
374187500006.938.6QAM25637
384267500006.638.6QAM25638
394347500006.439QAM25639
404427500006.538.6QAM25640
414507500006.138.6QAM25641



3.0 Downstream channels

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

33Locked38.98326100
5Locked38.98326100
6Locked40.36628700
7Locked40.36628700
10Locked40.36628700
13Locked38.98326100
14Locked40.36628700
15Locked40.36628700
16Locked40.36628700
17Locked38.98326100
18Locked38.98326100
19Locked40.36628700
20Locked40.36628700
21Locked40.36628700
22Locked40.36628700
23Locked38.98326100
24Locked38.98326100
25Locked38.98326100
26Locked40.36628700
27Locked38.98326100
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100
34Locked38.98326100
35Locked38.60537700
36Locked38.60537700
37Locked38.60537700
38Locked38.60537700
39Locked38.98326100
40Locked38.60537700
41Locked38.60537700

 

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Tom_F
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Message 2 of 9
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Re: Upload speed issues last few days

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
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Re: Upload speed issues last few days

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
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John_GS
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Re: Upload speed issues last few days

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,

John_GS
Forum Team


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encapsulated
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Re: Upload speed issues last few days

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

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John_GS
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Re: Upload speed issues last few days

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,

John_GS
Forum Team


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Re: Upload speed issues last few days

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

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encapsulated
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Re: Upload speed issues last few days

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
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Beth_G
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Message 9 of 9
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Re: Upload speed issues last few days

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

Beth
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