Very high latency spikes

[Musm]

Speed seems to be fine for the most part but getting very high latency spikes. See my network status below.

Think broadband

Downstream bonded channels

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

1	386750000	6	38	256 qam	32
2	202750000	5.1	37	256 qam	9
3	210750000	5	37	256 qam	10
4	218750000	5	38	256 qam	11
5	226750000	5.1	37	256 qam	12
6	234750000	5	38	256 qam	13
7	242750000	5	38	256 qam	14
8	250750000	5.3	38	256 qam	15
9	258750000	5.1	38	256 qam	16
10	266750000	5.5	38	256 qam	17
11	274750000	5.5	38	256 qam	18
12	282750000	5.8	38	256 qam	19
13	290750000	5.5	38	256 qam	20
14	298750000	5.5	38	256 qam	21
15	306750000	5.8	38	256 qam	22
16	314750000	5.9	38	256 qam	23
17	322750000	6	38	256 qam	24
18	330750000	6.4	38	256 qam	25
19	338750000	6.3	38	256 qam	26
20	346750000	6	38	256 qam	27
21	354750000	6	40	256 qam	28
22	362750000	5.9	38	256 qam	29
23	370750000	6	38	256 qam	30
24	378750000	6.3	38	256 qam	31

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	37.6	5	0
3	Locked	37.6	7	0
4	Locked	38.6	5	0
5	Locked	37.6	4	0
6	Locked	38.6	7	0
7	Locked	38.6	6	0
8	Locked	38.6	5	0
9	Locked	38.6	8	0
10	Locked	38.9	6	0
11	Locked	38.6	6	0
12	Locked	38.9	5	0
13	Locked	38.6	6	0
14	Locked	38.6	6	0
15	Locked	38.9	5	0
16	Locked	38.6	5	0
17	Locked	38.6	9	0
18	Locked	38.9	6	0
19	Locked	38.6	7	0
20	Locked	38.6	4	0
21	Locked	40.9	5	0
22	Locked	38.6	6	0
23	Locked	38.6	10	0
24	Locked	38.6	7	0

Upstream bonded channels

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

1	39400000	43.3	5120	16 qam	3
2	32599920	43.3	5120	16 qam	4
3	46200036	44.8	5120	16 qam	2
4	53699920	44.8	5120	16 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Andrew-G]

Dreadful BQM.  Looks like an upstream noise problem based on the modulation dropping back to 16 QAM on all four channels.  I've marked for the forum staff to take a look and advise - might be an area fault that's already being worked on, but if it's unique to your line they can book a technician.

[Musm]

Thank you Andrew. I checked if there is an fault in my area but it said there is no issues.

[Andrew-G]

There's at least two different sets of online diagnostics that often give different answers, and there's a telephone line that often gives a yet different view.  I wouldn't trust VM's automated diagnostics in the slightest.  But forum staff should pick this up tomorrow and advise.

[Tom_F]

Hi @Musm, thanks for getting in touch.

Sorry for the problems you've had with your connection - thanks for flagging @AndrewG.

I've taken a look into it using your forum info, and can confirm there is a known SNR issue being worked on, which is currently estimated to be resolved by 31 JAN 2022. 

If you continue to experience issues at that point, or you'd like for us to check for an update in the meantime please don't hesitate to get back in touch - sorry we can't do more to help in the meantime.

Tom 

[Musm]

Hi Tom, thanks for looking into my issue. Does that mean I have to deal with terrible latency for a month and a half and still pay my full bill? Am I entitled to ending my contract with virgin earlier with an issue like this? (I have 3 months left)

[Ashleigh_C]

Hi @Musm

We do have an automated credit system in place for outages, though this is only applied for a total loss of service after 48 hours and is applied after the outage has been fixed, so it covers the entire time. You can read up on this here.

Otherwise, if you would like to discuss credit or cancelling the account I'd be more than happy to raise a complaint for you in regards to this. 

I'll send you a PM now so we can discuss it. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you.