Virgin Media Community

[NickKennedy86]

Hi all,

Joined up again 13/01 and received a self install kit - 500Mbps broadband package. First point to mention is that there was no power supply provided with the Superhub 3 (was hoping for a Superhub 4 to be honest as previous experience with the 3 wasn't great).

Quite a painful experience trying to get a replacement power supply, with repeated disconnected calls, hour long waits on hold and conversations over messaging service taking place over a number of days doesn't help. Anyway, I've spoken directly to a person again today and am assured that another order has been placed.

Install was fine with the exception of the missing power supply. I did manage to find a power supply in my box of tricks that seems to power the router, but in terms of specification I'm not sure whether it's having an impact on broadband performance.

Speed appears to be fluctuating heavily over the course of the week or so. There was one joyous moment where it hit 470Mbps, but it's often below 200Mbps and has actually dropped to 30Mbps over WiFi at times. 

I've tested via Cat6 ethernet and speed difference with WiFi is minimal. Checked all WiFi channels for interference and optimised that aspect too. Ethernet tests remain fairly consistent but maxing out around 200Mbps for the most part.

Odd thing is, I can run a speed test at one moment and it will be drastically higher or lower than another speed test run immediately afterwards.

Probably the questions to clear up would be:

Does the temporary power supply have the potential to make speeds fluctuate so much?

Is there likely to be an issue with my incoming line?

Is it a combination of both?

Hopefully one of the folks at VM will get sight of this soon and take a look for me. 

Thanks in advance for any advice!

Nick

[gary_dexter]

A Hub4 isn’t better than a Hub3. If anything it worse.

However, post the Network, Upstream and Downstream logs from the hubs admin pages back here as text 

[NickKennedy86]

Thanks for your input regarding the Hub4. Always preferred the 2ac myself but couldn't offer opinion on the 4.

Anyway, logs:

Downstream bonded channels

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

1	330750000	4.5	38	256 qam	25
2	258750000	4.8	38	256 qam	16
3	266750000	5.4	38	256 qam	17
4	274750000	5.4	38	256 qam	18
5	282750000	5.1	38	256 qam	19
6	290750000	4.8	38	256 qam	20
7	298750000	4.9	38	256 qam	21
8	306750000	4.9	38	256 qam	22
9	314750000	4.9	38	256 qam	23
10	322750000	4.8	38	256 qam	24
11	370750000	4.3	38	256 qam	26
12	378750000	4	38	256 qam	27
13	386750000	3.5	40	256 qam	28
14	394750000	3.5	38	256 qam	29
15	402750000	3.9	40	256 qam	30
16	410750000	4.3	38	256 qam	31
17	418750000	3.9	38	256 qam	32
18	426750000	3.4	38	256 qam	33
19	434750000	3.4	38	256 qam	34
20	442750000	3.9	38	256 qam	35
21	450750000	4.4	38	256 qam	36
22	458750000	4.5	38	256 qam	37
23	466750000	3.7	38	256 qam	38
24	474750000	3.2	38	256 qam	39

Downstream bonded channels

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

1	Locked	38.9	9	0
2	Locked	38.9	10	0
3	Locked	38.9	6	0
4	Locked	38.9	10	0
5	Locked	38.6	7	0
6	Locked	38.6	7	0
7	Locked	38.9	8	0
8	Locked	38.9	6	0
9	Locked	38.9	6	0
10	Locked	38.9	20	0
11	Locked	38.9	1	0
12	Locked	38.6	7	0
13	Locked	40.3	6	0
14	Locked	38.9	7	0
15	Locked	40.3	10	0
16	Locked	38.9	5	0
17	Locked	38.9	20	0
18	Locked	38.9	19	0
19	Locked	38.9	20	0
20	Locked	38.9	15	0
21	Locked	38.6	22	0
22	Locked	38.9	8	0
23	Locked	38.9	7	0
24	Locked	38.9	5	0

Upstream bonded channels

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

1	60300019	43	5120	64 qam	9
2	39400000	43	5120	64 qam	12
3	46200039	43	5120	64 qam	11
4	53700063	43	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[NickKennedy86]

Looking to post Network logs shortly once I've omitted MAC information. 

Cheers

Nick

[-tony-]

all levels look good - dont know what your temp power supply might do so wait for the new one and see if things improve - if not post back

[NickKennedy86]

Thanks Tony, will do.

[NickKennedy86]

Would appreciate if a representative of VM could get in touch regarding my issues. I've now been told two power supplies would be issued, neither of which have turned up. 

My speed is below expectations and I'm unable to effectively rule out the power supply as the issue at the moment. 

Have to say, not a great start to my service but I remain hopeful we can resolve.

Regards

Nick

[NickKennedy86]

Hi,

Just a note to say it seems this issue is now resolved. I've finally received a power supply and ruled that out as the only issue, though it was one of them. 

Also seems that the incoming coax cable is as old as the house, so I've done some maintenance, replaced cabling and sockets etc. This coupled with my new power supply seems to have resulted in much more consistent (and satisfying!) speeds.

I also added a WiFi 6 router to boost that aspect of the connection and all is well in the world.

Appreciate the VM staff present on these forums can only reply as quickly as they can get through messages, so if/when you do get to this, please don't worry about replying.

Cheers for the replies from the chaps in the community last week!

Nick