Gig1 Volt Download speed < 300Mbps

[nobones]

Hi, 

We just upgraded from the M350 package to the Gig1 Volt package and were sent a HUB 5. After activation, whilst being connected via Ethernet and with the Hub still in router mode I tried a Samknows RealSpeed test and was repeatably still getting 300-400Mbps down. Upload speed was however greatly improved to between 60-100Mbps. 

The Hub config shows the config file as cmreg-vmdg660-bbt076-b and  

Max Traffic Rate

1230000450 bps

I also tried the HUB in modem mode with my UDM router connected via SFP to the 2.5Gbps port. The d/l speeds are still very underwhelming so I reported it via Whatsapp. The tech told me it Gig1 had not been activated and he had done so manually and to wait 4-5hours and reboot.  I tried this several times but the d/l speed did not improve.

After checking the power levels and log I spotted a lot of Pre and Post RS Errors on all channels so I turned off the modem and remade/tightened all the connections to the Hub and V6 boxes. After another reboot the Pre and Post RS errors were clear and I was able to get 1.1Gb down and over 100Mbs up - happy days! 

Unfortunately however this morning the Post RS Errors are back. Nothing "physical" has changed with the cabling overnight so I'm a bit puzzled. Am I right in assuming this needs an engineer call-out? What do you guys think is the best way to get this resolved?

Downstream bonded channels

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

1	331000000	-7.4	40	QAM 256	25
2	139000000	-4	40	QAM 256	1
3	147000000	-4.3	40	QAM 256	2
4	155000000	-4.4	40	QAM 256	3
5	163000000	-4.5	40	QAM 256	4
6	171000000	-4.7	40	QAM 256	5
7	179000000	-4.8	40	QAM 256	6
8	187000000	-5	40	QAM 256	7
9	195000000	-5	40	QAM 256	8
10	203000000	-5.3	40	QAM 256	9
11	211000000	-5.4	40	QAM 256	10
12	219000000	-5.5	40	QAM 256	11
13	227000000	-5.9	40	QAM 256	12
14	235000000	-5.5	40	QAM 256	13
15	243000000	-5.5	40	QAM 256	14
16	251000000	-5.8	40	QAM 256	15
17	259000000	-5.7	40	QAM 256	16
18	267000000	-5.5	40	QAM 256	17
19	275000000	-5.9	40	QAM 256	18
20	283000000	-5.9	40	QAM 256	19
21	291000000	-6.1	40	QAM 256	20
22	299000000	-6.2	40	QAM 256	21
23	307000000	-6.4	40	QAM 256	22
24	315000000	-6.7	40	QAM 256	23
25	323000000	-7	40	QAM 256	24
26	339000000	-7.5	39	QAM 256	26
27	347000000	-7.7	40	QAM 256	27
28	355000000	-8	39	QAM 256	28
29	363000000	-7.9	39	QAM 256	29
30	371000000	-8.2	39	QAM 256	30
31	379000000	-8.3	39	QAM 256	31

Downstream bonded channels

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

1	Locked	40	15221	45
2	Locked	40	13115	28094
3	Locked	40	33722	7799
4	Locked	40	28717	38081
5	Locked	40	38864	57012
6	Locked	40	10174	14876
7	Locked	40	3515	6648
8	Locked	40	5275	8729
9	Locked	40	46975	26803
10	Locked	40	36678	25513
11	Locked	40	35151	24021
12	Locked	40	34683	22602
13	Locked	40	37457	22290
14	Locked	40	37151	19159
15	Locked	40	34438	18980
16	Locked	40	32652	19185
17	Locked	40	37991	17444
18	Locked	40	44719	14553
19	Locked	40	43898	12030
20	Locked	40	49166	8780
21	Locked	40	60785	4247
22	Locked	40	61805	843
23	Locked	40	41084	180
24	Locked	40	19769	114
25	Locked	40	16582	77
26	Locked	39	14372	40
27	Locked	40	13553	27
28	Locked	39	12711	19
29	Locked	39	11992	9
30	Locked	39	11436	5
31	Locked	39	10753	4

Thanks in advance for any advice! 

[nobones]

Hi @Tom_W,

That time has now passed once again and the issue is still ongoing. What's the latest on the fault please?

Thanks

Nobones

[vmrunreliable]

Unfortunately your wasting your time, they'll just give you a few more dates, tell you it's resolved, ask you to reboot and when you tell them that didn't resolve the issue they'll act like they don't know what you're talking about and have you do the same again. Unfortunately you are now up a creek without a paddle. 

[Paul_DN]

Hi Nobones,

Thanks for reaching back out, really sorry to see the SNR (Signal to Noise Ration) fault is still present, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

This now has an estimated fix date of 26/09/23 @ 10:00, the problem is first locating the connection which is causing the Noise on the Network, once locat5ed depending where it is we need permission from the local council to carry out the work, if it is under a busy road/ footpath then it will take longer as night work may be needed, apologies again for any inconvenience caused.

Regards

Paul. 

[nobones]

Thanks for the reply Paul. 

It does not seem to be affecting my TV or phone service at all just the broadband speed. On the 19th I had thought the problem was fixed as I had 2 days of excellent speed and no Post RS errors on the modem. 

Unfortunately that didn't last and the problem manifested itself again on the 22nd. 

The estimated fix date/time has passed once again and the problem remains. Given what you said about the problem locating the fault and then possibily needing to apply for permission to carry out the work then I guess these estimated resolution fix date/times are simply placeholders and not accurate.

Is there any update on the work to locate the fault - has any progress been made on at least that?

Also, given that I am not getting getting the contracted "Minimum Guaranteed Download Speed" of 570Mbps for the Gig1 package is there a service credit or discount that now applies?

Thanks,

[Reece_MH]

Hi nobones 👋

Thanks for posting, and welcome to the Community Forums.

I'm sorry to hear you're continuing to experience some issues with your service. The fix times we provide are estimates and can change at short notice. It's not a case of them being inaccurate, but there can be various problems that arise during the initial repair that can cause this to change. I've taken a look on our side and can see that the known problem in your area is still being investigated. The details are below.

Fault Type: SNR (Signal-To-Noise) - You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then.

Fault Reference: F010907317

Estimated Fix Time: 29 SEP 2023 10:00

In regard to compensation, this would only be provided in line with our Auto Compensation Scheme, which you can read more about here. You can also read more on our Speed Guarantee, which advises on lower than minimum speeds, here.

Our teams are working as quickly as possible to resolve this issue, and we're very sorry for any inconvenience caused. You can continue to track the fault by calling our Automated Service Checker on 📞 0800 561 0061.

Regards,

[nobones]

Hi Reece_MH,

The 29th 10am has passed and the problem continues. What's the latest estimated fix time please?

Thanks

[John_GS]

Hi @nobones 

We're sorry it's not resolved. I have checked fault ticket F010907317 and the estimated fix date is the 4th at 10am.

Best wishes.

[nobones]

Hi John_CS,

So the estimated fix date has passed once again and the issue remains. What's the latest this please? Has any progress at all been made towards a resolution?

[Steven_L]

Hey nobones,

Sorry but the estimated fix time for the issues has been extended to the 10th of this month and a 10am time.

Kind Regards,

Steven_L

[nobones]

Let me have a guess: fix time has now been extended to the 13th at 10am? 

In all seriousness, if so this will be the 7th time an estimated fix time has come and gone and a new arbitrary date has been set. The original fault was raised on the 31st August so we're rapidly approaching the 6 week mark. 

I understand the complexities that can be involved with tracking down and resolving an issue like this i.e  obtaining wayleave permission etc but can you share whether any progress has been made towards this?