17-04-2022 01:33 - edited 17-04-2022 01:48
my gigabit internet has been unusable the last 4 days, currently at 1:30am getting 0.15mbps upload, I can't use it like this.
Real speed SAM won't even register any upload speed and then crashes.
While the download isn't too bad (despite being 10x slower than advertised, the upload is so slow that it just prevents pages from loading. Websites take up to half a minute to even load.
I called the automated phone line and there's apparently a complex issue that needs to be fixed by engineers, can someone explain what this complex issue is and how I go about getting compensated for unusable internet.
04-05-2022 20:36 - edited 04-05-2022 20:36
0 all around
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 8.5 | 37.6 | QAM256 | 1 |
2 | 147000000 | 7.6 | 37.6 | QAM256 | 2 |
3 | 155000000 | 7.6 | 37.4 | QAM256 | 3 |
4 | 163000000 | 7.2 | 37.4 | QAM256 | 4 |
5 | 171000000 | 6.9 | 37.6 | QAM256 | 5 |
6 | 179000000 | 6.4 | 37.6 | QAM256 | 6 |
7 | 187000000 | 6 | 38.6 | QAM256 | 7 |
8 | 195000000 | 5.8 | 38.6 | QAM256 | 8 |
9 | 203000000 | 5.4 | 37.6 | QAM256 | 9 |
10 | 211000000 | 4.5 | 37.6 | QAM256 | 10 |
11 | 219000000 | 4.3 | 39 | QAM256 | 11 |
12 | 227000000 | 4.1 | 37.4 | QAM256 | 12 |
13 | 235000000 | 3.7 | 37.6 | QAM256 | 13 |
14 | 243000000 | 3.3 | 37.6 | QAM256 | 14 |
15 | 251000000 | 2.9 | 37.4 | QAM256 | 15 |
16 | 259000000 | 2.3 | 37.4 | QAM256 | 16 |
17 | 267000000 | 1.5 | 37.4 | QAM256 | 17 |
18 | 275000000 | 2.8 | 37.6 | QAM256 | 18 |
19 | 283000000 | 3.5 | 38.6 | QAM256 | 19 |
20 | 291000000 | 4.8 | 38.6 | QAM256 | 20 |
21 | 299000000 | 6.3 | 39 | QAM256 | 21 |
22 | 307000000 | 5.8 | 38.6 | QAM256 | 22 |
23 | 315000000 | 5.5 | 38.6 | QAM256 | 23 |
24 | 323000000 | 6 | 39 | QAM256 | 24 |
26 | 339000000 | 5.9 | 39 | QAM256 | 26 |
27 | 347000000 | 6.4 | 39 | QAM256 | 27 |
28 | 355000000 | 6.3 | 38.6 | QAM256 | 28 |
29 | 363000000 | 6.6 | 39 | QAM256 | 29 |
30 | 371000000 | 7.6 | 38.6 | QAM256 | 30 |
31 | 379000000 | 6.5 | 39 | QAM256 | 31 |
32 | 387000000 | 3.9 | 38.6 | QAM256 | 32 |
33 | 395000000 | 3.6 | 39 | QAM256 | 33 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.636276 | 0 | 0 |
2 | Locked | 37.636276 | 0 | 0 |
3 | Locked | 37.355988 | 0 | 0 |
4 | Locked | 37.355988 | 0 | 0 |
5 | Locked | 37.636276 | 0 | 0 |
6 | Locked | 37.636276 | 0 | 0 |
7 | Locked | 38.605377 | 0 | 0 |
8 | Locked | 38.605377 | 0 | 0 |
9 | Locked | 37.636276 | 0 | 0 |
10 | Locked | 37.636276 | 0 | 0 |
11 | Locked | 38.983261 | 0 | 0 |
12 | Locked | 37.355988 | 0 | 0 |
13 | Locked | 37.636276 | 0 | 0 |
14 | Locked | 37.636276 | 0 | 0 |
15 | Locked | 37.355988 | 0 | 0 |
16 | Locked | 37.355988 | 0 | 0 |
17 | Locked | 37.355988 | 0 | 0 |
18 | Locked | 37.636276 | 0 | 0 |
19 | Locked | 38.605377 | 0 | 0 |
20 | Locked | 38.605377 | 0 | 0 |
21 | Locked | 38.983261 | 0 | 0 |
22 | Locked | 38.605377 | 0 | 0 |
23 | Locked | 38.605377 | 0 | 0 |
24 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 38.605377 | 0 | 0 |
29 | Locked | 38.983261 | 0 | 0 |
30 | Locked | 38.605377 | 0 | 0 |
31 | Locked | 38.983261 | 0 | 0 |
32 | Locked | 38.605377 | 0 | 0 |
33 | Locked | 38.983261 | 0 | 0 |
on 04-05-2022 22:20
This is so dumb, the only "fault" virgins website shows for me is that all my devices whether or not they're on 2.4ghz or 5ghz are all apparently on the wrong band, what other band is there? also why isn't it showing the real issue.
My devices work fine when the internet actually works right.
on 04-05-2022 22:31
everything is broken, what's the hope I can't even watch TV right now as its all internet based, its maxing out at 240P, can't even hit 4K
on 04-05-2022 23:06
Half the problem is now that my HUB 3 has died tonight, its really hot, even in open space with fan on it.
It keeps flashing green, rebooting Ethernet ports keep failing
It's useless.
on 05-05-2022 08:28
on 05-05-2022 13:24
on 05-05-2022 14:22
Hi Kurtis,
Thanks for coming back to me. The Fault ticket was closed down as resolved yesterday 04/05/22 at 14:44.
I was able to run some checks on your power levels and I can see that your downstream power levels are out of spec at the moment. In order to have this issue investigated further, I would recommend arranging for a technician to attend your property.
Would you like me to arrange this for you? What date and time would be best for you?
Thank you.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 8.099998 | 37.636276 | QAM256 | 1 |
2 | 147000000 | 7.300003 | 37.636276 | QAM256 | 2 |
3 | 155000000 | 7.199997 | 37.636276 | QAM256 | 3 |
4 | 163000000 | 6.900002 | 37.636276 | QAM256 | 4 |
5 | 171000000 | 6.400002 | 37.355988 | QAM256 | 5 |
6 | 179000000 | 5.900002 | 37.355988 | QAM256 | 6 |
7 | 187000000 | 5.599998 | 37.636276 | QAM256 | 7 |
8 | 195000000 | 5.400002 | 38.605377 | QAM256 | 8 |
9 | 203000000 | 5.000000 | 37.636276 | QAM256 | 9 |
10 | 211000000 | 4.300003 | 37.636276 | QAM256 | 10 |
11 | 219000000 | 3.900002 | 38.605377 | QAM256 | 11 |
12 | 227000000 | 3.799999 | 37.636276 | QAM256 | 12 |
13 | 235000000 | 3.200001 | 37.636276 | QAM256 | 13 |
14 | 243000000 | 2.799999 | 37.636276 | QAM256 | 14 |
15 | 251000000 | 2.400002 | 37.355988 | QAM256 | 15 |
16 | 259000000 | 2.000000 | 37.636276 | QAM256 | 16 |
17 | 267000000 | 1.000000 | 37.636276 | QAM256 | 17 |
18 | 275000000 | 2.000000 | 37.636276 | QAM256 | 18 |
19 | 283000000 | 2.900002 | 37.636276 | QAM256 | 19 |
20 | 291000000 | 4.300003 | 38.605377 | QAM256 | 20 |
21 | 299000000 | 5.800003 | 38.983261 | QAM256 | 21 |
22 | 307000000 | 5.400002 | 38.605377 | QAM256 | 22 |
23 | 315000000 | 5.099998 | 38.605377 | QAM256 | 23 |
24 | 323000000 | 5.599998 | 38.983261 | QAM256 | 24 |
26 | 339000000 | 5.599998 | 38.983261 | QAM256 | 26 |
27 | 347000000 | 5.900002 | 38.983261 | QAM256 | 27 |
28 | 355000000 | 5.800003 | 38.983261 | QAM256 | 28 |
29 | 363000000 | 5.800003 | 38.983261 | QAM256 | 29 |
30 | 371000000 | 6.900002 | 38.605377 | QAM256 | 30 |
31 | 379000000 | 6.300003 | 38.983261 | QAM256 | 31 |
32 | 387000000 | 3.400002 | 38.605377 | QAM256 | 32 |
33 | 395000000 | 2.700001 | 38.983261 | QAM256 | 33 |
1 | 39400000 | 44.520599 | 5120 KSym/sec | 64QAM | 4 |
2 | 46200000 | 45.020599 | 5120 KSym/sec | 64QAM | 3 |
3 | 60300000 | 47.020599 | 5120 KSym/sec | 64QAM | 1 |
4 | 53700000 | 46.270599 | 5120 KSym/sec | 64QAM | 2 |
Is it out of spec?
on 05-05-2022 14:55
Hi @wackydude1234,
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing intermittent connection issue – you can check and amend the date and time of your appointment via your online account.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.
Thank you.
on 05-05-2022 15:34
Hi @wackydude1234,
Thank you for confirming that you're happy with the set appointment time.
Keep us updated on how you get on and if you need any further assistance going forward.
Thank you.
on 08-05-2022 11:27
Hi wackydude1234,
Thank you for reaching back out, I can see my colleague has already arranged a technician for you, if you do need to either cancel or reschedule this, you can do this Via your Online Account.
Please let us know how it goes, if you do need any further help in the meantime please reach back out.
Regards
Paul.