Virgin Media Community

[mfacer]

Hi - I understand that speeds will be slower at the moment with more people using the network, but the upload speed is just shocking. I wanted to check there was nothing else wrong. We tried to facetime last night and it was awful. I had to disconnect and use 4G which was far better. We're on a 100mbps connection.

I've done speed tests through the day (hard wired directly to the Hub 3.0). It's been as low as 0.4mbps upload and 16mbps download. Currently it's showing 34.63 down and 1.23 up (on speedtest.net)

PS) I have switched the router on and off multiple times which hasn't helped at all. 

EDIT: I tried to upload screenshots, but that's not working.... so here's the raw data. Hopefully you can make sense of it!

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	298750000	Locked
Ranged Upstream Channel (Hz)	32599848	Locked
Provisioning State	Online

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

1	298750000	12.6	38	256 qam	21
2	250750000	11.4	38	256 qam	15
3	258750000	11.6	38	256 qam	16
4	266750000	11.9	38	256 qam	17
5	274750000	12.4	38	256 qam	18
6	282750000	12.4	40	256 qam	19
7	290750000	12.8	39	256 qam	20
8	306750000	13.3	40	256 qam	22
9	314750000	13	40	256 qam	23
10	322750000	13.3	38	256 qam	24
11	330750000	12.9	38	256 qam	25
12	378750000	13.4	38	256 qam	26
13	386750000	12.9	38	256 qam	27
14	394750000	13	38	256 qam	28
15	402750000	13.1	38	256 qam	29
16	410750000	13.4	40	256 qam	30
17	418750000	13	38	256 qam	31
18	426750000	13.5	38	256 qam	32
19	434750000	13.4	38	256 qam	33
20	442750000	14	38	256 qam	34
21	450750000	14	40	256 qam	35
22	458750000	14.3	40	256 qam	36
23	466750000	14	38	256 qam	37
24	474750000	14.1	40	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	25	0
2	Locked	38.9	37	0
3	Locked	38.9	20	0
4	Locked	38.9	32	0
5	Locked	38.9	22	0
6	Locked	40.3	31	0
7	Locked	39.3	26	0
8	Locked	40.3	21	0
9	Locked	40.3	27	0
10	Locked	38.9	40	0
11	Locked	38.9	29	0
12	Locked	38.9	26	0
13	Locked	38.9	50	0
14	Locked	38.9	39	0
15	Locked	38.9	42	0
16	Locked	40.3	47	0
17	Locked	38.9	28	0
18	Locked	38.9	45	0
19	Locked	38.9	43	0
20	Locked	38.9	35	0
21	Locked	40.3	65	0
22	Locked	40.3	43	0
23	Locked	38.9	48	0
24	Locked	40.3	43	0

Upstream bonded channels

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

1	32599848	4.125	5120	16 qam	3
2	53699984	4.1	5120	64 qam	4
3	46199990	4.1	5120	16 qam	1
4	39400064	4.125	5120	16 qam	2

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

[StormW4tch3r]

Looks like the Power (dBmV) is out of spec, should be around -6 +8

[mfacer]

Hi - thanks for the reply. What does this mean? Is it something I can fix from here or is it worth me trying to get through to an engineer? 

Result from this morning's test: https://www.speedtest.net/result/9207159629 😞

Many thanks

[DarkBahamut]

IMHO, while your download levels are out of spec, they are not your issue. People so blindly look at the RX levels but you can also see downlink SNR is good and error counts are very low. Signs the downlink is healthy. If it was the only thing of concern that might be a worry, but it isn't.

The uplink has 3 channels at reduced modulation, an indication of a noise/SNR issue on your upstreams. SNR issues and depressed uplink speeds will harm the downlink speeds also. From the logs this to me is the main issue at play here.

You need an engineer from VM to look a those issues. They won't need to visit your property to fix an uplink issue as that's more area related. They'll probably want to visit you if they want to adjust the downlink levels too.

[mfacer]

Thank you for explaining that. I will try to get through to the support and request an engineer. Thank you 🙂 

(I am currently uploading a 12mb file.... eta 8 minutes. Can't work like this!) 

[mfacer]

This is ridiculous now. I am struggling to work at all on this connection.

0.16mbps upload. https://www.speedtest.net/result/9208546470

Are there any engineers on the message boards who could take a look at Area 20? (SK7 2). I have been waiting all day for a reply on live chat. I understand it's busy, so I'm happy to wait... just hoping there's someone here who might be able to help? 

[Kippies]

You need an engineer visit- Ill flag to staff for you.

[mfacer]

Thank you!

[james_bp]

please go through to our webchat team

https://www.virginmedia.com/shop/contactus/experiencing-an-issue

[mfacer]

Hi - thanks. I have been trying that today (a few times). I'm on again, waiting for someone to pick up the request. How long is it normally taking to answer at the moment? Thanks