Menu
Reply
  • 3
  • 0
  • 0
andyg68uk
Joining in
143 Views
Message 1 of 8
Flag for a moderator

New Self Install - are power levels normal as downstream speed struggles

I was a virgin media customer a number of years back and have just had Vivid 100 activated on Saturday 4th Jan.

Since the service went live the downstream speed (Tested on LAN connection to a laptop) is really inconsistent. Some speedtest.net results achieve 75Mbps and sometimes as low as 10Mbps. I spoke to support who advised there was an SNR fault in the area that may be causing the issue. I have logged into the hub 3 and noticed the downstream power levels seem way out compared to what has been suggested by others on the forums. I have copied the stats from the hub below, can anyone check them over and advise if I need to get back on to support?

Acquired Downstream Channel(Hz)
298750000
Locked
Ranged Upstream Channel(Hz)
46200000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 298750000 18.5 38.6 256 qam 33
2 322750000 18.3 38.9 256 qam 36
3 314750000 18.5 38.9 256 qam 35
4 306750000 18 38.6 256 qam 34
5 290750000 18.6 38.9 256 qam 32
6 282750000 18.6 38.9 256 qam 31
7 274750000 18.5 38.9 256 qam 30
8 266750000 18.4 38.9 256 qam 29
9 258750000 18.5 40.3 256 qam 28
10 250750000 18.5 40.3 256 qam 27
11 242750000 18.3 38.9 256 qam 26
12 234750000 18.3 40.3 256 qam 25

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
41 46200000 ATDMA 34 16 qam 6400000 5120
44 25800000 ATDMA 34 16 qam 6400000 5120

0 Kudos
Reply
  • 2.76K
  • 223
  • 842
Dave_cq
Trouble shooter
138 Views
Message 2 of 8
Flag for a moderator

Re: New Self Install - are power levels normal as downstream speed struggles

Hi Andy,

The SNR is ok but those Downstream power levels are ridiculously high and well out of specification.  You will need to call it in and get an engineer's visit booked.

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron
  • 3
  • 0
  • 0
andyg68uk
Joining in
117 Views
Message 3 of 8
Flag for a moderator

Re: New Self Install - are power levels normal as downstream speed struggles

Thanks for the advice.

I rang support again last night who said the power levels didn't need an engineer and to wait and try again after an hour as he was going to change something.

This morning it's exactly the same :-( I'll ring support again tonight or tomorrow and see if AI can speak to somebody about the power levels being out of spec.

Thanks for the assistance.
0 Kudos
Reply
  • 5.65K
  • 290
  • 1.25K
Superuser
Superuser
111 Views
Message 4 of 8
Flag for a moderator

Re: New Self Install - are power levels normal as downstream speed struggles

Will flag on forums as well incase you get the same response from the phone lot as those levels are way out.
~~~~~~~~~~~~~~~~~~~~~~~~~
All posts made are personal opinions as I do not work for VirginMedia.
Kudo's a post if you find it useful and want to say thanks
Mark a post as a helpful answer if it answers your question

0 Kudos
Reply
  • 3.88K
  • 121
  • 203
Forum Team (Retired) Adam_L
Forum Team (Retired)
97 Views
Message 5 of 8
Flag for a moderator

Re: New Self Install - are power levels normal as downstream speed struggles

Hi andyg68uk, 

Thanks for the post! I am sorry to hear about slow speeds issues, I offer my apologies for any troubles incurred.

I've had a look at your connection and I can see that your downstream power levels are too high and will require an engineer to attend and resolve this for you.

I will send you a PM (purple envelope at the top) detailing whats required to proceed with making the booking, please respond to me there and I'll get this sorted for you.

Take care,

Thanks, 

Adam.


Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply
  • 3
  • 0
  • 0
andyg68uk
Joining in
76 Views
Message 6 of 8
Flag for a moderator

Re: New Self Install - are power levels normal as downstream speed struggles

Hi All,

Thanks for the assistance so far. An engineer attended and made some adjustments to the power levels which appeared to resolve it however, I've now noticed that off peak times I'm getting just over 100Mb (Perfect) but peak time evenings and at certain points over the weekend I'm really struggling to get 40 (And in some cases as low as 11). I've just got off the phone with support again who are sending another engineer at the weekend.

As the phone support wasn't able to tell me if it was actually a congestion issue (I thought it might be as the slowdown now only occurs at peak evening times) would a Virgin Media Forum Team member be able to check this for me (I don't want to waste mine and the engineers time if its something outside of their control). Any help would be greatly appreciated.

Below is a copy of the connection stats right now in case they are needed:

 

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 322750000 0 38.9 256 qam 36
2 314750000 -0.2 38.9 256 qam 35
3 306750000 -0.2 38.9 256 qam 34
4 298750000 0 38.9 256 qam 33
5 290750000 0 38.9 256 qam 32
6 282750000 0.2 38.6 256 qam 31
7 274750000 0 40.3 256 qam 30
8 266750000 0 38.9 256 qam 29
9 258750000 0 38.9 256 qam 28
10 250750000 0 40.3 256 qam 27
11 242750000 -0.2 38.9 256 qam 26
12 234750000 -0.2 38.9 256 qam 25

 

0 Kudos
Reply
  • 2.76K
  • 223
  • 842
Dave_cq
Trouble shooter
62 Views
Message 7 of 8
Flag for a moderator

Re: New Self Install - are power levels normal as downstream speed struggles

Hi Andy,

Those stats are fine now so your power level issue is sorted out.   The slow down in the evenings is a classic symptom of over-utilisation in your area.  Fine during the day but once the kids get home from school and parents get home from work there is too much demand for too little bandwidth and so your speed drops.  I suffer from exactly the same issue.  I doubt that an engineer's visit is going to make any difference.  It needs VM to add more infrastructure and that can take months or years.

 

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron
0 Kudos
Reply
  • 10.64K
  • 312
  • 654
Forum Team
Forum Team
43 Views
Message 8 of 8
Flag for a moderator

Re: New Self Install - are power levels normal as downstream speed struggles

Hey andyg68uk,

Thanks for getting back to us with an update Smiley Happy

Good to hear the engineer has taken care of your power level problems. I've tried to check your local area, but I'm we're having some difficulties retrieving equipment info right now. I'll ensure this is checked again in the morning.

Thanks for your patience,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply