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jeyoung
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Upload speed lower than expected on M350 (GU14 area)

Hello.

Since Sunday I have been experiencing very low upload speed, the worst being at around 0.01 Mbps according to speedtest.net.

0800 does not report any maintenance work anymore, but still the upload speed is much lower than expected.

Here is the latest speed test.

My Broadband Speed Test

Here's my BQM chart.

 

My Broadband Ping - Virgin Media M350

And here are the readings from my Superhub 3.

Downstream bonded channels

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

14190000005.138256 qam36
22350000005.538256 qam13
32430000005.838256 qam14
42510000005.538256 qam15
52590000005.338256 qam16
62670000005.638256 qam17
72750000005.338256 qam18
82830000005.538256 qam19
92910000005.538256 qam20
102990000005.438256 qam21
113070000005.638256 qam22
123150000005.538256 qam23
13323000000638256 qam24
143310000005.538256 qam25
153390000005.538256 qam26
163470000005.938256 qam27
173550000005.138256 qam28
183630000005.338256 qam29
193710000005.138256 qam30
203790000005.538256 qam31
213870000005.138256 qam32
223950000004.838256 qam33
234030000005.838256 qam34
244110000005.338256 qam35



Downstream bonded channels

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

1Locked38.600
2Locked38.600
3Locked38.660
4Locked38.660
5Locked38.600
6Locked38.600
7Locked38.600
8Locked38.650
9Locked38.940
10Locked38.600
11Locked38.600
12Locked38.600
13Locked38.600
14Locked38.900
15Locked38.900
16Locked38.900
17Locked38.900
18Locked38.950
19Locked38.900
20Locked38.950
21Locked38.950
22Locked38.600
23Locked38.900
24Locked38.600

Upstream bonded channels

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

13940000039.5512016 qam4
24620000040512016 qam3
35370000039.8512064 qam2
43260031239.5512016 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

I'd very much appreciate if someone could shed some light on what's happening.

Cheers.

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jeyoung
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Re: Unusable low upload speeds all of a sudden

I am seeing the exact same problem in GU14.

When I do a Service Status check on my account, it returns as OK. But when I do the same on the postcode, it reports a fault in the area.

I called Customer Support about this, and they quote an expected resolution on 14/12/2021. They emphasise that many people in the area have reported this problem and that they are working on it. When pressed, they confirmed that there was some work being done in the area. Whether this is related to the 1 Gbps roll-out, I don't know.

Symptoms are exactly the same as yours: normal download speed, but upload is below 1 Mbps. Sometimes the upload goes back to normal but most of the day it exhibits the problem. This has been happening since Sunday evening.

jeyoung
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Re: Upload speed lower than expected on M350 (GU14 area)

This is getting ridiculous. The upload speed won't even register when doing a speed test. It's 0.0 Mbps on all speed tests.

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Alex_RM
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Re: Upload speed lower than expected on M350 (GU14 area)

Hi jeyoung,

 

Thanks for posting and welcome to our community 🙂

 

I've been able to locate your account using your forum information and can see you're currently affected by an area SNR issue. 

 

the current fix date for this is 14th December 9am, if you're still experiencing connection problems after this date please let me know.

 

Alex_Rm

jeyoung
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Re: Upload speed lower than expected on M350 (GU14 area)

Hello.

It looks like good service is restored in my area, even if just a little later than the expected resolution time of 14/12/2021 9.00 a.m.

Actually, yesterday at 6.00 p.m.I received a text message stating that the problem was resolved, but it wasn't. I reported it (by replying to the text message with 'HELP') again this morning, and a new ETR of 14/12/2021 12.15 p.m. was given. I now just received a text message stating that "we've now checked things our end and everything should be working".

I'm curious about how these text messages go out, but they are comforting because they give me the impression that there is an actual human following up on the case (F009517571).

These are the speeds that I am getting and that I expect from Virgin Media as per the broadband speeds page.

jeyoung_0-1639484202800.png

jeyoung_1-1639484249300.png

The packet loss seems to have gone down too (if you ignore the spikes caused by my recent speed tests at around 12.00 p.m. mark) according to the BQM chart below.

My Broadband Ping - Virgin Media M350

The power readings on my hub upstream stats page are also better (they were between 39 and 41 when the problem was manifesting), but the modulation readings are still not all at 64 qam. How does one correlate these figures altogether?

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
16030000045.8512064 qam1
23939993644.5512016 qam4
34620000045.3512016 qam3
45370000045512064 qam2


Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

All in all, I am pleased that this is fixed for now and I can get a decent connection again for remote work. I just wish that we could get access to the very helpful local CS people like the person I spoke to this morning instead of the offshore people reciting scripts. I also wish Virgin Media was more transparent about area faults -- I think 'Check your service status' gives contradictory information most of the time.

Kudos to the person in CS who took my call this morning.

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