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Low internet speed, no wifi

 
Hi, speaking on behalf of my mother in law who has phoned Virgin Media over 5 times in the past 2 weeks, 2 calls of which in the same day. Yet the only thing she is told is to reset her Hub 3.0 and that there isn’t anything on their end.. “everything’s up and running fine”. She has even upgraded her internet speed in order to fix the problem and is receiving less than 60/70mbps. So I asked a friend and they told me to check the router status via the hub access webpage, and told him my results and he referred me to this forum in aid of help..
Please can somebody help..   Thanks for your time.


 
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB)   Modulation Channel ID
1435000000-9.937 256 qam36
2235000000-5.538 256 qam13
3243000000-5.938 256 qam14
4251000000-6.438 256 qam15
5259000000-738 256 qam16
6267000000-7.238 256 qam17
7275000000-738 256 qam18
8283000000-6.538 256 qam19
9291000000-6.538 256 qam20
10299000000-6.238 256 qam21
11307000000-640 256 qam22
12315000000-6.238 256 qam23
13323000000-6.438 256 qam24
14347000000-738 256 qam25
15355000000-7.238 256 qam26
16363000000-7.238 256 qam27
17371000000-7.738 256 qam28
18379000000-8.538 256 qam29
19387000000-8.938 256 qam30
20395000000-8.738 256 qam31
21403000000-9.238 256 qam32
22411000000-9.537 256 qam33
23419000000-9.737 256 qam34
24427000000-9.738 256 qam35


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.624871728
2Locked38.61075116702
3Locked38.9922115622
4Locked38.972318555
5Locked38.986166199
6Locked38.9979912615
7Locked38.985758787
8Locked38.659115484
9Locked38.984596719
10Locked38.987129414
11Locked40.364026307
12Locked38.950704782
13Locked38.679695999
14Locked38.642453031
15Locked38.967085811
16Locked38.648923672
17Locked38.923173712
18Locked38.946871833
19Locked38.661785161
20Locked38.936092282
21Locked38.623202805
22Locked37.643592137
23Locked37.355015210
24Locked38.627012308
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Re: Low internet speed, no wifi

The power levels (dBmV) are out of spec on nearly all channels (they shouldn't be less than -6!) As well as that the 'Post RS Errors' on all channels also point to an issue on the line, especially if the router has been rebooted recently!

Could you post the 'Upstream' tab stats as well please?

Regardless a VM staff member should pick this up to see if an enginner visit is required, or if something can be done remotely.

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Re: Low internet speed, no wifi

Thanks for the reply bud, fingers crossed something gets sorted:).. an I’ll attach upstream << —

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1325999914.8512064 qam5
2394000004.8512064 qam4
3462000194.95512064 qam3
4536999694.95512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Low internet speed, no wifi

Upstream is a little on the high side, but within spec.

As I said a VM staff member should be in contact with you, however it can take a day or so. Try not to bump this thread as it will drop to the bottom of the list (based on latest post date!).

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Re: Low internet speed, no wifi

Still no help.. pleasee, they had no WiFi for 15+ hours yesterday 

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Re: Low internet speed, no wifi

Hi TWheeler1970,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear your mother in law is having some issues with the connection, so I can take a closer look I've popped you over a private message so I can get a few more details from you. (purple envelope, top right hand corner)

 

Alex_Rm

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