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Kathleenhpalmer
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Very Slow Internet, can I book an engineer?

Hi all, for the last few weeks I've had very inconsistent Internet speeds ranging from 1.5mbps all the way up to 70mbps(wired and wireless) I've tried ringing up but unfortunately all I have managed to get through to is Indian call centers, telling me they've "changed some settings and it should be fixed" I've done this 3 times and still with no joy. Is there anyway I could book an engineer to come round and have a look or at least get through to someone English on the phone? It's hard to even understand what's going on due to the constant shouting and awful mics they are using. Thanks
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Superuser
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Message 2 of 12
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Re: Very Slow Internet, can I book an engineer?

hiya @Kathleenhpalmer welcome to the virginmedia community forum, would need to a do check on signal levels, by going to http://192.168.0.1 clicking router status top right [no need to login] and if could copy/paste the downstream, upstream, network log.. you could also have a chat with broadband support via online chat @ http://contact.virginmedia.com (using PC/laptop)
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Kathleenhpalmer
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Re: Very Slow Internet, can I book an engineer?

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 274750000 Hz 266750000 Hz 282750000 Hz 290750000 Hz 298750000 Hz 306750000 Hz 314750000 Hz 322750000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 10 9 11 12 13 14 15 16
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 8.9 dBmV 8.7 dBmV 8.4 dBmV 8.5 dBmV 9.4 dBmV 8.8 dBmV 8.6 dBmV 8.4 dBmV
RxMER (dB) 41.4 dB 41.4 dB 41.4 dB 40.8 dB 40.4 dB 39.9 dB 39.5 dB 39.0 dB

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 N/A N/A
Channel ID 3 4 N/A N/A
Frequency (Hz) 32600000 Hz 25800000 Hz N/A N/A
Ranging Status Success Success N/A N/A
Modulation QAM64 QAM64 N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 128 128 N/A N/A
Power Level (dBmV) 48.8 dBmV 47.8 dBmV N/A N/A
T1 Timeouts 0 0 N/A N/A
T2 Timeouts 0 0 N/A N/A
T3 Timeouts 0 0 N/A N/A
T4 Timeouts 0 0 N/A N/A


Network Log
First Time Last Time Priority Error Number Description
04/00/2017 15:00:44 04/00/2017 15:00:44 Warning (5) 2436694062 Unicast DSID PSN startup error

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Superuser
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Re: Very Slow Internet, can I book an engineer?

Looking over your signal levels your downstream power levels far too high, can you make sure all connections are finger tight, more than likely this will require a tech, you can wait around 5+ days for a forum admin to arrange, or risk calling back advising agent of downstream issue
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Kathleenhpalmer
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Message 5 of 12
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Re: Very Slow Internet, can I book an engineer?

Thanks, all connections seem to be tight so should I ring up?
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Superuser
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Re: Very Slow Internet, can I book an engineer?

yeah, unless you want to wait for forum admin to arrange
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Kathleenhpalmer
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Message 7 of 12
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Re: Very Slow Internet, can I book an engineer?

Yeah I'll just wait, thanks
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jb66
Alessandro Volta
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Message 8 of 12
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Re: Very Slow Internet, can I book an engineer?

I can't see any issues with your signal levels, not sure what Paul sees
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Superuser
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Message 9 of 12
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Re: Very Slow Internet, can I book an engineer?

@jb66 you think 8.9 dBmV 8.7 dBmV 8.4 dBmV 8.5 dBmV 9.4 dBmV 8.8 dBmV 8.6 dBmV 8.4 dBmV is ok?

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Superuser
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Message 10 of 12
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Re: Very Slow Internet, can I book an engineer?

Sorry to butt in, I'm with @jb66 they are high but still within the recommended range of -6 to +10.

@Kathleenhpalmer Are you seeing slow speeds all day or only at peak times (typically 4pm-11pm weekdays and weekends)? Some areas are suffering with over utilisation, which results in very slow speeds at peak times but full speed at off peak times.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

 

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