unusable internet past 4 days - cb1

[wackydude1234]

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.

[wackydude1234]

0 all around

3.0 Downstream channels

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

3.0 Downstream channels

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

[wackydude1234]

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. 

[RR-IT-GUY]

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

[RR-IT-GUY]

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.

[wackydude1234]

The heat of my hub 4 doesn't fill me with confidence to be fair 

[wackydude1234]

Virgin claim my issue is fixed, time to wait till 8pm to prove it's not.

[wackydude1234]

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.

---

3.0 Downstream channels

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

Refresh data

3.0 Upstream channels

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

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?

[Paulina_Z]

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.

[Paulina_Z]

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.

[Paul_DN]

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.