Menu
Reply
  • 3
  • 0
  • 0
JAWRIGHT
Tuning in
551 Views
Message 1 of 8
Flag for a moderator

Another day, another broken internet :-(

I have been a broadband customer with ViginMedia (originally NTL) for several years and never experienced as many problems as I have over the last few months since "upgrading" from the old NTL cable modem to the VirginMedia Hub3.

Literally every few days over the past couple of months our internet connection is super-slow (~200kbs slow), completely loses connection, or the Hub3 gets stuck in a constant reboot loop while trying to reconnect.

I have called Virgin Media technical support and been told to run a speed test from (www.speedtest.net) which I can't even load the page bcos it's so slow, then asked to simply switch it off and on again (i kid you not). I have also been told on one occasion that my area is over-subscribed and an engineer is working on it... (for over two months)?!

Below are the results of a ping to google, and the stats I managed to pull off the Hub3 (this is from a wired connection directly into the Hub), I hope someone might spot something amiss.

Thanks,

James

 

Lost packets...Lost packets...

Cable Modem Status
Item Status Comments
Acquired Downstream Channel(Hz)
299000000

Locked
Ranged Upstream Channel(Hz)
39400000

Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 299000000 -4.7 37.3 256 qam 9
2 323000000 -4.2 37.3 256 qam 12
3 315000000 -4.5 37.3 256 qam 11
4 307000000 -4.7 37.6 256 qam 10
5 291000000 -5 37.3 256 qam 8
6 283000000 -4.5 37.6 256 qam 7
7 275000000 -4.9 37.6 256 qam 6
8 267000000 -4.4 37.6 256 qam 5
9 259000000 -4.5 37.3 256 qam 4
10 251000000 -4.5 37.6 256 qam 3
11 243000000 -4.7 37.6 256 qam 2
12 235000000 -5.2 37.6 256 qam 1


Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
58 39400000 ATDMA 52.5 64 qam 6400000 5120
59 32600000 ATDMA 52.5 64 qam 6400000 5120

 

Operational Configuration
General Configuration Value
Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
V062e4dc1e499a5a6.cm
Primary Downstream Service Flow
SFID 48993
Max Traffic Rate 23000000
Primary Upstream Service Flow
SFID 46050
Max Traffic Rate 1183000

 

 

 

0 Kudos
Reply

Helpful Answers
  • 9.47K
  • 649
  • 1.81K
Superuser
Superuser
1,082 Views
Message 2 of 8
Flag for a moderator
Helpful Answer

Re: Another day, another broken internet :-(

upstream is too high - that needs sorting - hopefully that will resolve it - will flag the thread to [hopefully] get VM here a bit quicker to sort a tech visit

____________________

Tony
0 Kudos
Reply

All Replies
  • 9.47K
  • 649
  • 1.81K
Superuser
Superuser
1,083 Views
Message 2 of 8
Flag for a moderator
Helpful Answer

Re: Another day, another broken internet :-(

upstream is too high - that needs sorting - hopefully that will resolve it - will flag the thread to [hopefully] get VM here a bit quicker to sort a tech visit

____________________

Tony
0 Kudos
Reply
  • 3
  • 0
  • 0
JAWRIGHT
Tuning in
538 Views
Message 3 of 8
Flag for a moderator

Re: Another day, another broken internet :-(

Hi tony,

Thanks for your quick reply! Regarding the upstream power levels, would that cause an intermittent problem, as some days (when it's working) I can get the full speed?

Cheers,

James

0 Kudos
Reply
  • 9.47K
  • 649
  • 1.81K
Superuser
Superuser
530 Views
Message 4 of 8
Flag for a moderator

Re: Another day, another broken internet :-(


JAWRIGHT wrote:

Hi tony,

Thanks for your quick reply! Regarding the upstream power levels, would that cause an intermittent problem, as some days (when it's working) I can get the full speed?

Cheers,

James


it wont help - if it goes out of spec it will drop the connection and re connect - at the levels you have it may stay connected but its not right so best to get that sorted and go from there -

____________________

Tony
0 Kudos
Reply
  • 5.89K
  • 157
  • 412
Forum Team
Forum Team
334 Views
Message 5 of 8
Flag for a moderator

Re: Another day, another broken internet :-(

Thanks for your post JAWRIGHT,

 

Really sorry to hear about the issue experienced with your connection.

 

I've located your account and I can see that there is currently a high demand for our service in your area under the fault ticket reference of F004784657 with a review set for 15/02/17. With this, you might find that your Virgin Broadband is a bit slow and TiVo® BBC iPlayer programmes may buffer at certain times of the day.

 

I have raised this over with another team to monitor in conjunction with your account.

 

I have also detected some issues via the equipment levels with modem upstream SNR and would like to arrange for a technician to visit for this.

 

I've sent you a private message so that we can get this sorted.

 

Speak to you soon,

 

Nat_J

 

 


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply
  • 3
  • 0
  • 0
JAWRIGHT
Tuning in
286 Views
Message 6 of 8
Flag for a moderator

Re: Another day, another broken internet :-(

Hi Nat_J thank you for looking into this issue,

However I'm left wondering why no-one from Virgin Media Technical Support noticed the incorrect power-levels in previous calls, as they can seemingly be detected from your end, and instead told me to simply turn the Hub3 off and on again?

Furthermore I am currently on Fibre20, the slowest available, and yet the network in this area seems incapable of supporting this speed due to a high demand fault (F004784657). How can Virgin Media currently be offering speeds of 200Mbps in this very same area?

Lastly, my ageing TV box (a Samsung VBox SMT-2110C) is now failing to find the TV channels i am paying for, so we have almost 100% failure of services provided from VM.

I notice that if i were a brand new customer on the Mix Bundle (which is £10 cheaper than my current monthly bill even at non-discounted price), I would be getting a supposedly faster broadband (SupreFibre50 vs Fibre20), a superior TV box (Tivo vs an ageing Samsung VBox), and Unlimited weekend calls.

It's hard to see how this service can be seen as fair to your loyal existing customer base!

Thanks,

James

 

0 Kudos
Reply
  • 5.89K
  • 157
  • 412
Forum Team
Forum Team
274 Views
Message 7 of 8
Flag for a moderator

Re: Another day, another broken internet :-(

Thanks for getting back to me James,

 

I am really sorry that this wasn't picked up previously.

 

I can also see the issue concerning the TV service from this end.

 

I'd recommend booking an engineer appointment to resolve these faults experienced.

 

In regards to package costs, it may be worth giving the team a call to discuss this further.

 

Please respond to my private mail if you'd like for me to book anything in for you.

 

Speak soon,

 

Nat_J


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply
  • 9.47K
  • 649
  • 1.81K
Superuser
Superuser
270 Views
Message 8 of 8
Flag for a moderator

Re: Another day, another broken internet :-(

you need to talk to the right people for an upgrade plus generally talk about your bill - you have everything in place for faster speeds so give retentions a ring

dial 150 or 0345 454 1111 and follow the prompts to - you are thinking of leaving us - dont worry about that they do much more - open 'till 8pm - 6pm on saturdays - closed sunday and the plus is its a UK call centre

____________________

Tony