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Very poor BQM & bad pings: Utilisation Fault?

Trouble shooter


Recently my BQM graphs have been looking really bad, and i'm noticing my connection is unstable in the evening. Things like WiFi calling, video chats and gaming are being ruined by unstable pings.

Are the forum team able to check utilisation levels in the area, or check for any other problems? VM had an issue with high utilisation a few years ago in this area and this is starting to feel very similar. 

Here are my most recent BQMs (although there's at least 6 weeks worth of awful graphs I could post) along with modem stats.



Downstream bonded channels

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

1227000000238256 qam12
21390000004.538256 qam1
3147000000438256 qam2
41550000003.738256 qam3
51630000003.438256 qam4
61710000003.438256 qam5
71790000003.238256 qam6
8187000000338256 qam7
91950000002.738256 qam8
102030000002.538256 qam9
112110000002.438256 qam10
122190000002.238256 qam11
132350000001.738256 qam13
142430000001.538256 qam14
152510000001.238256 qam15
162590000001.538256 qam16
172670000001.738256 qam17
182750000001.738256 qam18
19283000000238256 qam19
202910000002.438256 qam20
212990000003.238256 qam21
223070000003.938256 qam22
233150000004.138256 qam23
24323000000438256 qam24

Downstream bonded channels

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



Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 30100000 47.5 5120 64 qam 4
2 23600000 47 5120 64 qam 5
3 36600000 47.5 5120 64 qam 3
4 43100000 47 5120 64 qam 2
5 49600000 47.5 5120 64 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 1 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0


A ping test showing unstable pings:

Pinging with 32 bytes of data:
Reply from bytes=32 time=25ms TTL=52
Reply from bytes=32 time=97ms TTL=52
Reply from bytes=32 time=27ms TTL=52
Reply from bytes=32 time=26ms TTL=52
Reply from bytes=32 time=256ms TTL=52
Reply from bytes=32 time=385ms TTL=52
Reply from bytes=32 time=252ms TTL=52
Reply from bytes=32 time=27ms TTL=52
Reply from bytes=32 time=22ms TTL=52
Reply from bytes=32 time=27ms TTL=52
Reply from bytes=32 time=44ms TTL=52
Reply from bytes=32 time=26ms TTL=52
Reply from bytes=32 time=26ms TTL=52
Reply from bytes=32 time=188ms TTL=52
Reply from bytes=32 time=60ms TTL=52
Reply from bytes=32 time=103ms TTL=52
Reply from bytes=32 time=55ms TTL=52
Reply from bytes=32 time=22ms TTL=52
Reply from bytes=32 time=75ms TTL=52
Reply from bytes=32 time=32ms TTL=52
Reply from bytes=32 time=22ms TTL=52
Reply from bytes=32 time=336ms TTL=52
Reply from bytes=32 time=240ms TTL=52
Reply from bytes=32 time=25ms TTL=52
Reply from bytes=32 time=23ms TTL=52
Reply from bytes=32 time=25ms TTL=52
Reply from bytes=32 time=29ms TTL=52
Reply from bytes=32 time=26ms TTL=52
Reply from bytes=32 time=25ms TTL=52




Yeah, looks like utilisation to me.

Fibre optic

The yellow on BQM looks very similar to mine. Openreach offer a max 35Mbs in this area so any active resident switched to Virgin. 

But its solid reliable connection and Virgin offer heavy discounts at renewal to keep everyone in a very crowed small fish bowl

M125 Volt powered by TP-Link Archer AX55

Very Insightful Person
Very Insightful Person

Yes, classic signs of overutilisation.  Only VM can advise for certain, but if it is, fixes can take some time.

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Forum Team
Forum Team

Hi @cje85, thank you for your post.

We're sorry to hear about the problems you're experiencing 😔

I've taken a look on our side, but I cannot see any issues in the area that could be causing this. 

How have things been since you posted? Advice on how to fix internet problems can be found here.

Please pop back to us at your earliest convenience and we'll do our very best to help.



Trouble shooter

Unfortunately that page isn't really any help as the poor connection quality is affecting ethernet too, not just WiFi.

Like others I suspect this is a utilisation issue, probably on the upstream. it has all the hallmarks of the high utilisation problems i've experienced in the past (and there have been a lot in this area).

Here is today's graph:


Here's a speed test, as you can see the upload isn't very good for a 50Mb service, which is why I think this is most likely upstream utilisation.


I'm regretting re-contracting for another 18 months just before this problem started, but at least I got a good price. 

Alessandro Volta

2023 and VM still have not fix overutilisation problem when it happens😞

I wish BQM would ping timeout at like 200ms to show packet loss because late is late no good if its late!  


Thanks for coming back to us cje85. I can see that you have been able to get a technician visit booked in.

Please let us know how the visit goes and I hope that they can get your issues fully resolved.

Kind Regards,


Trouble shooter

I haven't booked a technician? Other than this post I haven't had any contact with VM and certainly haven't booked a technician.  

Morning @cje85 

Thanks for coming back to the thread. I've ran further checks and there was an issue with the SNR (signal to noise ratio) on the upstream over the last few days, however, checking today, this is now back in spec. I do hope things have improved for you as a result. If not, please pop the hub in router mode for us and leave for a day or two as we need to run further checks.

Best wishes.

Forum Team

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