Internet only works between certain hours?
My internet connection has only been working properly between roughly 10:09am and 4:01pm every day, and this is now day 5 of the issue. Outside of those hours the service is basically unusable due to the upload speed dropping. I have run multiple speed tests and the pattern is exactly the same every day. Before 10:09am and after 4:01pm, my upload speed sits at around 0.20 Mbps, but between those hours it jumps to around 40 Mbps. I have made countless calls to Virgin Media and am getting nowhere. An engineer is due to visit today between 12pm and 4pm, but I am not hopeful as this clearly is not an isolated fault. I live in a block of flats and multiple neighbours in my block, as well as the block next door, are all affected by the same problem. One neighbour already had an engineer visit yesterday and was given a replacement router, which only worked for about 10 minutes before the issue returned. I am using a Hub 5 and have only been with Virgin Media for two months, so this is incredibly frustrating. Has anyone experienced anything like this before or got any ideas what could be causing such a specific, time-based upload issue? Any advice would be appreciated. Thanks!Hub 5 Stats and Levels - potential issues?
I’m looking for some advice and, if it warrants, an engineer visit, as my Hub 5 stats suggest an ongoing downstream DOCSIS 3.1 issue. Background I moved into this property about a year ago and brought my Virgin Media service with me from my previous house. During renovation work, my builder offered to run some NX100 coax that I had previously used to extend Sky Q cabling. This was run under the floor and terminated with compression connectors, so I could locate my Hub 5 in an under-stairs cupboard. At the time, I didn’t think much of it. My setup Hub 5 in modem mode OPNsense router with VLAN separation 24 port managed switch Ceiling mounted AP upstairs Over time, I’ve had repeated issues with Sky Stream boxes, including slow channel loading and general instability, which led to multiple replacement boxes. That made me start looking more closely at the Virgin Media connection rather than the Sky hardware. After checking the web and forums, I realised that extending the internal coax like this isn’t officially supported, as Virgin use specific cable and connectors to maintain signal quality and could be the reason for my sky issues. Current cabling layout The Virgin feed into the house is split externally. One leg goes into the living room (this is the run that was extended internally using the NX100 cable). Another leg runs around the front, side, and back of the house, then splits again to feed the two rear bedrooms. To rule out the internal extension, I’ve now moved the Hub 5 upstairs and connected it directly to the original outlet there. I’m using Cat6a throughout the house, so router location isn’t an issue. Since doing this, the connection does feel more stable. This might be placebo, but I’m seeing fewer post RS errors than when the hub was downstairs. That said, the downstream DOCSIS 3.1 channel still appears to be struggling, and upstream power levels are on the high side. Hub details Hub 5 Uptime: ~4.5 days Issue observed The DOCSIS 3.1 downstream OFDM channel is showing extremely high uncorrectable error counts over a relatively short uptime. DOCSIS 3.0 channels look broadly healthy by comparison. Correct me if I'm wrong but from what I understand, this OFDM channel carries most of the traffic on a 500 Mb service, so this would explain intermittent performance issues even when speed tests sometimes look acceptable. I’ve now removed the non-standard internal coax run from the equation, but the error rate suggests there may still be a signal or noise issue either on the external cabling, splitter configuration, or at the cabinet. I’ve pasted my full downstream and upstream stats below. Modem stats 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 515000000 -5.4 38 QAM 256 48 2 139000000 0.6 39 QAM 256 1 3 163000000 0.8 38 QAM 256 4 4 171000000 -2.2 39 QAM 256 5 5 195000000 -3.2 39 QAM 256 8 6 203000000 -2.2 39 QAM 256 9 7 227000000 -2.9 39 QAM 256 12 8 235000000 -3.5 39 QAM 256 13 9 259000000 -3.9 39 QAM 256 16 10 267000000 -3.8 39 QAM 256 17 11 275000000 -3.1 39 QAM 256 18 12 283000000 -3.0 39 QAM 256 19 13 307000000 -3.2 39 QAM 256 22 14 315000000 -3.7 39 QAM 256 23 15 339000000 -4.2 39 QAM 256 26 16 347000000 -3.4 39 QAM 256 27 17 371000000 -3.6 39 QAM 256 30 18 379000000 -4.7 39 QAM 256 31 19 403000000 -5.3 38 QAM 256 34 20 411000000 -5.3 38 QAM 256 35 21 419000000 -4.7 38 QAM 256 36 22 427000000 -5.6 38 QAM 256 37 23 435000000 -5.6 38 QAM 256 38 24 443000000 -4.7 38 QAM 256 39 25 451000000 -5.7 38 QAM 256 40 26 459000000 -5.8 38 QAM 256 41 27 467000000 -5.2 38 QAM 256 42 28 475000000 -5.8 38 QAM 256 43 29 483000000 -5.6 38 QAM 256 44 30 491000000 -5.3 38 QAM 256 45 31 499000000 -5.9 38 QAM 256 46 32 507000000 -6.0 38 QAM 256 47 Channel Locked RxMER Pre RS Errors Post RS Errors 1 Locked 38 152336 216 2 Locked 39 1984722 246752 3 Locked 38 1503549 36867 4 Locked 39 2511397 309765 5 Locked 39 29896 3641 6 Locked 39 13719 1521 7 Locked 39 11052 1702 8 Locked 39 11813 914 9 Locked 39 7555 1156 10 Locked 39 7360 1034 11 Locked 39 9674 862 12 Locked 39 15196 1574 13 Locked 39 21596 2291 14 Locked 39 7633 848 15 Locked 39 2701 219 16 Locked 39 2544 350 17 Locked 39 4043 693 18 Locked 39 5688 240 19 Locked 38 22827 429 20 Locked 38 28284 544 21 Locked 38 34259 279 22 Locked 38 33851 217 23 Locked 38 33658 157 24 Locked 38 40376 430 25 Locked 38 47853 417 26 Locked 38 59408 344 27 Locked 38 72374 159 28 Locked 38 76705 249 29 Locked 38 89224 356 30 Locked 38 92496 342 31 Locked 38 100102 57 32 Locked 38 129376 111 3.1 Downstream channels Channel Width (MHz) FFT Active Subcarriers Modulation First Subcarrier (Hz) 159 94 4K 1840 QAM 4096 1108 Channel Locked RxMER PLC Power (dBmV) Corrected Errors Uncorrectable Errors 159 Locked 0 -11.9 72588512 1870611403 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate Modulation Channel ID 0 49600000 51.3 5120 QAM 64 9 1 43100000 50.0 5120 QAM 64 10 2 36600000 52.0 5120 QAM 64 11 3 30100000 51.0 5120 QAM 64 12 4 23600000 50.3 5120 QAM 64 13 3.1 Upstream channels Channel Width (MHz) Power (dBmV) FFT Modulation 14 10 44.7 2K QAM 256 I’d appreciate someone from Virgin Media taking a look and, if needed, arranging an engineer visit to properly check signal levels, splitters, and the DOCSIS 3.1 downstream path.Latency spikes/dropped packets, at wits end!
Been using my M500 broadband line for a few years now and never had problems with Virgin Media, until two weeks ago. I started getting random latency spikes that's deeply affecting work calls and gaming. Engineer came around on Saturday and says everything is "fine" on my line, even replaced my Hub 3 router with a brand new one - after he left, I continued to monitor and test for a few hours, but sadly same issue persists! I've set up a BQM (I showed the engineer this, but didn't seem phased) Here is my line with the BQM from ThinkBroadband (post the new Hub 3 as the graph looked the same pre-new Hub 3), you can clearly see the dropped packets - Clearly there is something very wrong with my line, please can anyone help!?£50 voucher???
I signed up using your student deal and supposed to receive a £50 just eat voucher?? Services have been active since the start of October and i haven’t received anything??? My partner was previously a virgin customer, we left and used another provider for a few years and i have signed up again and im disappointed in not receiving it :(My neighbour recently got connected but I'm not eligible for some reason
Hi, I've been actively trying to get Virgin to come connect my house for years now. Filling in the form showing interest dozens of times but have had no success in the 10+ years of living at this property. Recently my neighbour inquired about getting Virgin and had to get permission to have Virgin come and potentially run the line across my property. This has now come and gone and I know that my neighbour has access now. I've called to the customer support team to try and get an engineer out to survey/connect my property but only get transferred from department to department with nobody knowing what to do in this situation. Allegedly an engineer came out and decided it wasnt economically viable to pursue connecting the property but how come my neighbour who's further from a main road has been connected? I'd greatly appreciate any help in this matter. Thanks.Huge Latency Spikes Every Few Seconds
Hello, since September I have had an issue of huge latency/ping spikes every few seconds. My internet speed is just fine, but these spikes in ping make it borderline impossible to play online games. This occurs on all devices, regardless of whether they're using WiFi or Ethernet, these spikes do not appear when pinging my default gateway (they are not related to any devices' connection to the router itself). No engineers I have had out have managed to fix the issue. I have been looking over the internet for a solution for a while now and haven't found one. I am not sure what else to do at this point.New contract not set up
My new contract hasn't been set up. I accepted it on 21 November and have the confirmation email, but I received my bill yesterday and to my surprise it was still based on my now expired old contract, so it's over £150, when it should be less than half this. I've been into my account and there's no sign of the new contract, it just says I'm out of contract and offers me a much more expensive option to renew (over £100). I've read some other posts on here and can see the admins have often said you're supposed to verify back in your account to finish the contract setup, but there's no mention of this in the email I received (exact wording copied below for reference) and I haven't received any subsequent emails from VM. Would really appreciate some help from VM on here rather than having to jump through the horrendous hoops of chat/phone customer service. Email received 21 November: We're nearly there! Attached are your Contract Information & Contract Summary documents. Please make sure that you are happy with the agreement you are entering into. Your documents also contain some key terms & conditions and information regarding your cooling off period. Please keep these documents for your future reference. Kind regards, The Virgin Media team
