Virgin Media Community

[nrg1804]

Since last Friday we have been getting very slow upload speed (less than 1 mbps) but download speed is as per the package around 200mbps (which I have recently upgraded to in the last two weeks). The strange thing is that the speeds are completely fine between 9.30am and around 4pm everyday which leads me to think that virgin are doing some work on the lines. The link below will help to show this.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5f62bd756b672f0681f6c6ed30d25929778b05e3

I did call Virgin on Tuesday and they are putting this down to an area fault with the TV service. That was meant to be fixed by Wed 12th but we are still experiencing the same issue and now they say it will be fixed by the 17th. 

I really don't want this to drag on longer than it has to hence why I am asking here if anyone thinks if this is still an area issue or an isolated issue on my line? As we are working from home you can imagine this is very inconvenient.

[nrg1804]

Below you will find stats from my router (this is taken from the daytime when the speeds are usually ok)

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 234750000 -0.9 37 256 qam 13
2 138750000 2.7 38 256 qam 1
3 146750000 2.7 38 256 qam 2
4 154750000 2.9 38 256 qam 3
5 162750000 2.5 38 256 qam 4
6 170750000 2.4 38 256 qam 5
7 178750000 2.4 38 256 qam 6
8 186750000 2 38 256 qam 7
9 194750000 2.2 38 256 qam 8
10 202750000 1.7 38 256 qam 9
11 210750000 1.4 38 256 qam 10
12 218750000 1.2 38 256 qam 11
13 226750000 1 38 256 qam 12
14 242750000 -2.4 37 256 qam 14
15 250750000 -3.2 37 256 qam 15
16 258750000 -2 37 256 qam 16
17 266750000 -1 37 256 qam 17
18 274750000 -0.2 38 256 qam 18
19 282750000 -0.5 38 256 qam 19
20 290750000 -0.2 38 256 qam 20
21 298750000 -0.2 38 256 qam 21
22 306750000 0 38 256 qam 22
23 314750000 -0.2 38 256 qam 23
24 322750000 0 38 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 149 0
2 Locked 38.6 24 0
3 Locked 38.9 37 0
4 Locked 38.9 53 0
5 Locked 38.9 45 0
6 Locked 38.6 50 0
7 Locked 38.6 50 0
8 Locked 38.6 54 0
9 Locked 38.9 44 0
10 Locked 38.6 61 0
11 Locked 38.9 54 0
12 Locked 38.9 92 0
13 Locked 38.6 88 0
14 Locked 37.6 278 0
15 Locked 37.6 347 0
16 Locked 37.3 237 0
17 Locked 37.6 172 0
18 Locked 38.6 137 0
19 Locked 38.9 141 0
20 Locked 38.6 170 0
21 Locked 38.6 188 0
22 Locked 38.9 191 0
23 Locked 38.6 199 0
24 Locked 38.9 190 0
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 47.3 5120 64 qam 1
2 39400000 46.3 5120 64 qam 4
3 46200000 46.3 5120 64 qam 3
4 53700000 47.3 5120 64 qam 2

[Beth_G]

Hi nrg1804.

Welcome to the Community Forums! Thank you for your first post.

I'm sorry to hear you've been having issues with your upload speeds recently.

I've been able to find your account and can see that you are currently affected by an ongoing SNR outage (signal to noise ratio) which will be causing issues with speeds. 

The estimated fix date for this issue is the 19th January. Please do let us know if you're still having issues after this date or if we can help with anything else.

[nrg1804]

Hi Beth,

Thanks for your reply and checking this for me. 

I'm surprised that you mention the 19th as the online service status page stated the 17th this morning. I have just checked again and to my surprise again it says the 21st now.

Two of us are working from home and as you can imagine this gets very inconvenient. Is there any compensation we are entitled to for this reduction of service as it has been ongoing since the 7th Jan?

[Steven_L]

Thanks for coming back to us @nrg1804.

Have you raised a complaint about the ongoing SNR issues or if not would you like to, we can then investigate this further for you and look into compensation, once the issues have been fully resolved.

Regards,

Steven_L

[nrg1804]

Hi Stephen,

I haven't raised a complaint yet. Is this something you can help with?

[Travis_M]

Hi @nrg1804

Thanks for the reply!

You can raise a complaint here

My apologies for the inconvenience

Regards