Menu
Reply
peteh1989
  • 4
  • 0
  • 0
Tuning in
207 Views
Message 1 of 6
Flag for a moderator

Intermittent connection / slow speed 1gpb package

Hi,

My internet connection has been intermittent over the last few days and when it is active I am only achieving speeds of up to 30mbs

Logs are below. It looks like docsis 3.1 is not connected, which I understand is needed for 1gbps? And I'm assuming those power levels are low?

The virgin service status page tells me to "monitor the issue". Which isn't incredibly useful.

Cable Modem Status
ItemStatusComments
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
Channel OverviewDownstreamUpstream
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
0
0

 

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
9203000000-1931QAM2569
1139000000-17.530.3QAM2561
2147000000-1830.7QAM2562
3155000000-17.532.7QAM2563
4163000000-18.831.2QAM2564
5171000000-2030.5QAM2565
6179000000-20.630QAM2566
7187000000-19.830.7QAM2567
8195000000-17.832.7QAM2568
10211000000-1931.3QAM25610
11219000000-2129.5QAM25611
12227000000-20.630QAM25612
13235000000-19.431.2QAM25613
14243000000-18.831.7QAM25614
15251000000-1930.8QAM25615
16259000000-20.529.9QAM25616
17267000000-22.128.6QAM25617
18275000000-21.129.4QAM25618
19283000000-2129.5QAM25619
20291000000-18.830.1QAM25620
21299000000-16.530.4QAM25621
22307000000-2028.4QAM25622
23315000000-20.628.2QAM25623
24323000000-23.626.5QAM25624
25331000000-23.127.5QAM25625
26339000000-21.928.9QAM25626
27347000000-19.829.8QAM25627
28355000000-16.830.4QAM25628
29363000000-17.529.6QAM25629
30371000000-22.127QAM25630
31379000000-23.126.9QAM25631
0 Kudos
Reply
paultechy
  • 19.76K
  • 1.74K
  • 4.1K
Alessandro Volta
191 Views
Message 2 of 6
Flag for a moderator

Re: Intermittent connection / slow speed 1gpb package

both the downstreams and SnR having issue, would make sure all connections are finger tight, more than likely this will require a virginmedia tech to atend to resolve it, the fourm staff should reply in a day or so, to look things over and possible arranged with yourself a visit.
0 Kudos
Reply
jbrennand
  • 24.07K
  • 2.54K
  • 4.37K
Very Insightful Person
Very Insightful Person
186 Views
Message 3 of 6
Flag for a moderator

Re: Intermittent connection / slow speed 1gpb package

Yes its dreadful - so worth trying a reset. Make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. See if that sorts it out.

Have the downstream stats changed to something more "normal"?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
peteh1989
  • 4
  • 0
  • 0
Tuning in
125 Views
Message 4 of 6
Flag for a moderator

Re: Intermittent connection / slow speed 1gpb package

Unfortunately much the same after reset. Been intermittent all day. It seems to have 3 states, no connection at all no 3.1 connection but 3.0 downstream at normal levels or 3.1 connected but 3.0 downstream levels really low. Have done a few resets and swapped out coax cable to no avail. 

0 Kudos
Reply
lotharmat
  • 2.54K
  • 188
  • 462
Trouble shooter
104 Views
Message 5 of 6
Flag for a moderator

Re: Intermittent connection / slow speed 1gpb package

Are the power levels still so low that 'I'm amazed you ever get anything'?

Can one of the VIPs flag for VM Forum Staff.



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
Sasha_W
  • 1.37K
  • 62
  • 112
Forum Team (Retired)
Forum Team (Retired)
93 Views
Message 6 of 6
Flag for a moderator

Re: Intermittent connection / slow speed 1gpb package

Morning @peteh1989

 

Thanks for posting this on here and sorry to hear you're having some intermittent issues. 

 

I will pop you over a PM so we can have a look at your account for you and run some further checks if that's okay. 

 

Please look out for the purple envelope at the top right hand corner of your screen as this will take you to PM's. 

 

Thanks 

Sasha - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply