Virgin Media Community

[warrendm]

I have had Google Nest Mesh running of Hub 3.0 in Modem mode for a long time, but not long after upgrading to 200Mbps from 100Mbps started losing internet multiple times in evenings.

Switched back to Router mode to collect data and sharing here for review, as can't understand it myself!  🙂

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3290d4be060bc2066d2ae363e6db901d88d71e70-21-02-2021

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3290d4be060bc2066d2ae363e6db901d88d71e70-21-02-2021"><img alt="My Broadband Ping - VM_WM" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3290d4be060bc2066d2ae363e6db901d88d71e70-21-02-2021.png" /></a>

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	667000000	6	40	256 qam	33
2	491000000	8.4	40	256 qam	11
3	499000000	8.1	40	256 qam	12
4	507000000	8.3	40	256 qam	13
5	515000000	7.8	40	256 qam	14
6	523000000	8	40	256 qam	15
7	531000000	8	40	256 qam	16
8	539000000	8	40	256 qam	17
9	547000000	7.5	40	256 qam	18
10	555000000	7.5	40	256 qam	19
11	563000000	6.4	38	256 qam	20
12	571000000	6.9	40	256 qam	21
13	579000000	7	40	256 qam	22
14	587000000	7.3	40	256 qam	23
15	595000000	7.1	40	256 qam	24
16	603000000	6.9	38	256 qam	25
17	611000000	5.6	38	256 qam	26
18	619000000	6.4	38	256 qam	27
19	627000000	6.5	38	256 qam	28
20	635000000	6.5	38	256 qam	29
21	643000000	6	38	256 qam	30
22	651000000	6.1	38	256 qam	31
23	659000000	5.5	38	256 qam	32
24	675000000	5.5	38	256 qam	34

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	60	0
2	Locked	40.3	29	0
3	Locked	40.9	40	0
4	Locked	40.3	52	0
5	Locked	40.3	33	0
6	Locked	40.3	35	0
7	Locked	40.9	50	0
8	Locked	40.9	27	0
9	Locked	40.3	41	0
10	Locked	40.3	21	0
11	Locked	38.9	35	0
12	Locked	40.3	41	0
13	Locked	40.3	39	0
14	Locked	40.3	43	0
15	Locked	40.3	44	0
16	Locked	38.9	33	0
17	Locked	38.6	53	0
18	Locked	38.9	39	0
19	Locked	38.6	46	0
20	Locked	38.9	40	0
21	Locked	38.9	47	0
22	Locked	38.9	47	0
23	Locked	38.9	58	0
24	Locked	38.9	57	0

Upstream bonded channels

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

1	39400000	32	5120	64 qam	4
2	46200000	32.5	5120	64 qam	3
3	53700000	33	5120	64 qam	2
4	60300020	33.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

[Andruser · Accepted solution]

Looks to me like your area has a slight hint of utilisation issues (which should resolve when lockdown eases), but your upstream power levels are pretty low.  I'll flag that for staff to comment.

[Adduxi · Accepted solution]

Your BQM looks okay as does your power levels, except for Upstream is a tad on the low side at 33 and will need an engineer to fix.

By the way, you don't need to be in Router mode to get all these logs, you can stay in Modem mode and still have access to the stats and BQM. Note however when in Modem mode your WAN IP changes, so you would need to edit your BQM with the new IP.

[Andruser · Accepted solution]

..however, for VM staff to check your hub's status logs, they will need you to keep it in router mode.  Although the hub continues to collect status data when in modem mode, it isn't visible to VM staff remotely.

[Adduxi]

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@Andruser wrote:

..however, for VM staff to check your hub's status logs, they will need you to keep it in router mode.  Although the hub continues to collect status data when in modem mode, it isn't visible to VM staff remotely.

---

I didn't know that, I always run in Modem mode.  Every day is a school day !

[gary_dexter]

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@Adduxi wrote:

---

@Andruser wrote:

..however, for VM staff to check your hub's status logs, they will need you to keep it in router mode.  Although the hub continues to collect status data when in modem mode, it isn't visible to VM staff remotely.

---

I didn't know that, I always run in Modem mode.  Every day is a school day !

---

I’m in modem mode and the support team had no issues getting the stats from my hub when speaking to them recently about an ongoing area issue. 

[Beth_G]

Hi warrendm,

Thank you for posting on the Community Forums.

I'm sorry to see you've been having a few problems with your broadband service. As Adduxi has correctly pointed out, some of your upstream power levels are on the low side and we will need to arrange an engineer visit so this can be resolved.

I've booked in the next available slot for you - as we cannot confirm appointment time slots publicly, you can sign in your online My Virgin Media account to view and manage your time slot from there.

Do let us know how the appointment goes and if you need anything else.

Beth

[warrendm]

Will do - thanks

[Beth_G]

No worries 🙂

Beth