Virgin Media Community

[Andreyka]

Hi All,

Have no words any more, only emotions. 

Have some strange issue with the Virgin network...

In Jan changed my broadband to that magnificent "VOLT" package. So hoped to get all advantages of almost good broadband speed, but have got huge headache.

Tried to get some help from the support... Support is very good, but my opinion is that you could easily fire all those people and just add few options to your phone line with the messages like "Reboot your HUB" or "Do hard reset of it". So not helpful at all.

Once I have got technician to come, that lovely person came did some tastings as a conclusion he said that everything should be OK. Same evening I did call to very helpful support again as issue didn't disappear.

In simple words could say that Virgin tries to lie about how good is their speed (hope this message won't disappear after those words). Literally when you do your speed check mostly it shows speed which we should get, but if you would try to hold speed check a bit longer that 3-7 seconds you will see strange situation speed goes down, won't even say goes, it falls down in my situation. Could say that from my max real speed of around 70 Mbps (advert was 350) falls down to ZERO. Holds that minimum for 2-3 seconds and then pops up back to almost 70+. Probably you would ask how often it happens? Answer is always, every 2-5 minutes I could see that.

Below you will see "Broadband Quality Monitor" picture from www.thinkbroadband.com/, if that won't be blocked :).

In case it was blocked fill free to use this link to see.

Thanks for reading this long article.

Below I have added some technical info:

Downstream bonded channels

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

1	723000000	6	40	256 qam	40
2	539000000	5	40	256 qam	17
3	547000000	5.1	40	256 qam	18
4	555000000	5.1	40	256 qam	19
5	563000000	5.4	40	256 qam	20
6	571000000	5.4	40	256 qam	21
7	579000000	5.4	40	256 qam	22
8	587000000	5.5	40	256 qam	23
9	595000000	5.5	40	256 qam	24
10	603000000	5.5	40	256 qam	25
11	611000000	5.8	40	256 qam	26
12	619000000	5.5	40	256 qam	27
13	627000000	5.6	40	256 qam	28
14	635000000	5.4	40	256 qam	29
15	643000000	5.8	40	256 qam	30
16	651000000	5.5	40	256 qam	31
17	659000000	5.9	40	256 qam	32
18	667000000	5.6	40	256 qam	33
19	675000000	5.6	40	256 qam	34
20	683000000	5.5	40	256 qam	35
21	691000000	5.5	40	256 qam	36
22	699000000	5.5	40	256 qam	37
23	707000000	5.9	40	256 qam	38
24	715000000	5.8	40	256 qam	39

Downstream bonded channels

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

1	Locked	40.3	103	0
2	Locked	40.3	110	0
3	Locked	40.3	104	0
4	Locked	40.3	94	0
5	Locked	40.3	89	0
6	Locked	40.3	69	0
7	Locked	40.3	102	0
8	Locked	40.9	87	0
9	Locked	40.3	71	0
10	Locked	40.3	67	0
11	Locked	40.9	99	0
12	Locked	40.3	85	0
13	Locked	40.3	67	0
14	Locked	40.3	110	0
15	Locked	40.3	78	0
16	Locked	40.3	95	0
17	Locked	40.3	65	0
18	Locked	40.3	83	0
19	Locked	40.9	67	0
20	Locked	40.3	97	0
21	Locked	40.3	103	0
22	Locked	40.9	91	0
23	Locked	40.3	94	0
24	Locked	40.3	82	0

Upstream bonded channels

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

1	25800000	40.8	5120	64 qam	6
2	32600000	40.8	5120	64 qam	5
3	39400000	42.3	5120	64 qam	4
4	46200000	42.3	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	7	0
3	ATDMA	0	0	5	0
4	ATDMA	0	0	5	0

Thanks for reading this long article.

[Anonymous]

Did the engineer come first thing in the morning by any chance?  The BQM time line points to over utilisation during peak hours to me. One for the VM team on here. 

[Andreyka]

can't remember when he came but definitely around 12 🙂

At any case, now, all what I need to do is just start download at any time to get this situation...

[cje85]

That doesn't seem like overutilisation to me, it wouldn't start/stop as suddenly. It looks more like upstream noise and the number of T3 errors in the stats also points to upstream problems.

[Andreyka]

Could be anything, unfortunately there is no help from VM at all. Called them yesterday and all what I have got was, that "We will call you back" so far nothing... 🙂

[Ayisha_B]

Hi @Andreyka,

Welcome to our Community Forums and thanks for your post.

I am so sorry to hear you've been having some issues with the service. I can appreciate that must be very frustrating.

I have taken a look at our systems and I am unable to identify any issues that would be causing this. There's no faults in the area and all your signal levels are within spec.

I note there is an Ofcom Speed Complaint raised on your account to monitor this and is currently in progress.

If you have any further questions, let me know.