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delhook
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GIG1 Extremely Unreliable

I upgraded from 350 to GIG1 a few months ago and utterly regret the decision.  The 350 was always rock solid, but the GIG1 drops all of the time, doesn't matter if it's wifi or wired connections.  Speed tests show no problems, it's plenty fast enough, but we get buffering when streaming TV, websites sometimes crawl to a halt and it's become incredibly frustrating.  We have gigabit ethernet throughout the house, and I've also changed the hub 4 to modem mode and installed a Nighthawk router, but we still get regular drops.  I'll post the power levels here - any ideas, or anyone from Virgin who can take a look at the modem to see if there are obvious problems?

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delhook
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Re: GIG1 Extremely Unreliable

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 -3.8 39 QAM256 25
1 139000000 -2.3 39 QAM256 1
2 147000000 -2.4 38.6 QAM256 2
3 155000000 -2 39 QAM256 3
4 163000000 -2.5 38.6 QAM256 4
5 171000000 -2.4 39 QAM256 5
6 179000000 -2.8 39 QAM256 6
7 187000000 -2.8 39 QAM256 7
8 195000000 -2.8 39 QAM256 8
9 203000000 -2.6 39 QAM256 9
10 211000000 -2.5 39 QAM256 10
11 219000000 -2.3 38.6 QAM256 11
12 227000000 -2.5 39 QAM256 12
13 235000000 -2 39 QAM256 13
14 243000000 -2.3 39 QAM256 14
15 251000000 -2.7 39 QAM256 15
16 259000000 -2.1 39 QAM256 16
17 267000000 -1.9 39 QAM256 17
18 275000000 -2 39 QAM256 18
19 283000000 -2.1 39 QAM256 19
20 291000000 -2.1 38.6 QAM256 20
21 299000000 -2.6 39 QAM256 21
22 307000000 -2.6 39 QAM256 22
23 315000000 -2.2 40.4 QAM256 23
24 323000000 -2.7 39 QAM256 24
26 339000000 -3.4 39 QAM256 26
27 347000000 -3 39 QAM256 27
28 355000000 -3.6 39 QAM256 28
29 363000000 -3.8 38.6 QAM256 29
30 371000000 -3.3 39 QAM256 30
31 379000000 -2.4 39 QAM256 31


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 38.983261 0 0
1 Locked 38.983261 0 0
2 Locked 38.605377 101682 0
3 Locked 38.983261 37314 0
4 Locked 38.605377 930 0
5 Locked 38.983261 0 0
6 Locked 38.983261 656 6523
7 Locked 38.983261 7348 0
8 Locked 38.983261 1 0
9 Locked 38.983261 0 0
10 Locked 38.983261 142025 0
11 Locked 38.605377 0 0
12 Locked 38.983261 0 0
13 Locked 38.983261 0 0
14 Locked 38.983261 0 0
15 Locked 38.983261 0 0
16 Locked 38.983261 0 0
17 Locked 38.983261 0 0
18 Locked 38.983261 0 0
19 Locked 38.983261 0 0
20 Locked 38.605377 0 0
21 Locked 38.983261 0 0
22 Locked 38.983261 0 0
23 Locked 40.366287 0 0
24 Locked 38.983261 0 0
26 Locked 38.983261 0 0
27 Locked 38.983261 0 0
28 Locked 38.983261 0 0
29 Locked 38.605377 0 0
30 Locked 38.983261 0 0
31 Locked 38.983261 0 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 40 -3.2 2734800829 2004

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Adduxi
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Re: GIG1 Extremely Unreliable

Try a wired test www.samknows.com/Realspeed  The hub needs to be in Router mode for this test.

Post power levels etc as text and setup a BQM here. www.thinkbroadband.com/ping

 

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delhook
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Re: GIG1 Extremely Unreliable

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49600000 48.3 5120 KSym/sec 64QAM 1
2 43100000 48.5 5120 KSym/sec 64QAM 2
3 30100000 48 5120 KSym/sec 64QAM 4
4 36600000 48 5120 KSym/sec 64QAM 3
5 23600000 47.8 5120 KSym/sec 32QAM 5


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 4 0
2 US_TYPE_STDMA 0 0 2 0
3 US_TYPE_STDMA 0 0 2 0
4 US_TYPE_STDMA 0 0 3 0
5 US_TYPE_STDMA 0 0 13 0


3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.4 45.0 2K QAM8


3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 208 53.4 3 0

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delhook
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Re: GIG1 Extremely Unreliable

I set up a BQM

BQM 

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Adduxi
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Re: GIG1 Extremely Unreliable

Can’t see much amiss with the power levels except maybe a few too many T3 errors. How long since the Hub reboot?

Also the BQM link is not working?

EDIT -  Missed the 32 QAM on the US !! They should all be 64. 

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delhook
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Re: GIG1 Extremely Unreliable

Hopefully this BQM link works

 

BQM Graph 

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legacy1
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Message 8 of 10
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Re: GIG1 Extremely Unreliable

Your BQM looks good.

Connect a PC to the hub in modem mode and test also boot PC in safe mode with networking
---------------------------------------------------------------
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Message 9 of 10
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Re: GIG1 Extremely Unreliable

Looks like noise ingress on the lower frequently downstream, possibly some from DAB radio. Unless there is a local area problem you will need a technician’s visit to rectify.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


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Adri_G
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Re: GIG1 Extremely Unreliable

Hi delhook, thank you for posting on our help forum and this thread although we're sorry to see you've had connection drop outs as explained on your first post.

We'd love to help out, from our checks it seems there are no faults on our local network however we appreciate the issue may be caused by other problems.

Could you please tell us more on what's been tested so far? 
Have you ran your speed tests over a wired connection while on router mode and have you removed all wireless connections and cables before doing this too?
Could you also advise if the drop outs occur when on the WiFi and does this happen for all connections at the same time?
Have you tried resetting your hub and if so, has this helped with improving the hub's performance?

Please, let us know how things look since your last post and we're eager to help in case you still require assistance.

Adri - Forum Team


New around here?

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