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Message 11 of 21
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Re: Poor and unreliable 200MB service

Cheers so much for your PM @Ramjet2!

 

Your new Hub is on it's way - just let us know how things go once you get it. Please don't hesitate to pop back if you have any issues with the install. 

 

Hope things all work out for you once you have it up and running but you know where we are if you need more help 🙂 

 

Thanks for your patience!

 

Cheers

Katie - Forum Team


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Fredup
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Message 12 of 21
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Re: Poor and unreliable 200MB service

On 200mb broadband, was quite pleased to get over 100 on wifi on brand new phone, after a few months this suddenly dropped to less than 50 but upload speed increased. As my desktop computer is elderly and probably has a 100 modem, speeds in the 80's are sometimes achieved, but wifi, always tested in the same place on the same devices is increasingly erratic, as low as just over 20 (this morning) from 2 different servers .

It will interesting to find out if any neighbours have similar issues with VM as most abandoned other providers with awful speeds but now a fibre cable has been fitted by Openreach it may now be time to find out whether it is time to look at changing at the end of the current deal, after almost 20 years as a cable customer.

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jpeg1
Wise owl
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Message 13 of 21
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Re: Poor and unreliable 200MB service

If your WiFi has suddeenly changed but you are still getting the same speed on your wired computer, this is nothing to do with Virgin's service to you.

WiFi is not a static service - it is very vulnerable to local effects. Has anything changed within your home? A neighbour may have added or improved their WiFi and it can interfere with yours. Additional WiFi devices in your home will share the available bandwidth. Try some of the help files on here that advise on how to improve your WiFi. 

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Ramjet2
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Message 14 of 21
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Re: Poor and unreliable 200MB service

Hi Katie_WT,

Just wanted to give you a quick update, I've been busy tackling some emergency kitchen plumbing so haven't be able to give my broadband much attention 😞

However, story so far :

- The new VM hub arrived (thanks very much) and I installed it yesterday (and posted the old one back to VM today)

- I noticed that that old hub 3 was still using a power supply for my previous hub 2ac - the engineer who installed the original hub 3 must have reused the hub 2ac power supply (I don't know if that might have contributed to the issues ?)

- I later notice noticed in the router log that the s/w update failed to download during the install, so rebooted the hub again and this time the upload worked

- My limited experience with the new hub so far is that, the upload speed seems improved and more consistent, however the download speed stills seems to vary considerably. This is especially noticeable on the 2Ghz network where for example my mobile phone will sometimes get a download speed of upto around 35Mbps (I know that it won't be able to handle speeds much over 45Mbps) but more often will be very low e.g. around 0.8 Mbps even though the upload speed may still be over 10 Mbps. I'm not sure whether this can be explained by changes in the 'wifi neighbourhood' or whether this sounds abnormal ? I will try to keep a closer eye on things this week, including trying hard wired ethernet connections and update you.

- I have also copied below info from the new router status (now it has been installed for nearly 36 hours) in case this helps 

Kind regards,

Roger

Downstream bonded channels

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

1306750000-3.937256 qam22
2186750000-0.237256 qam7
3194750000-0.237256 qam8
4202750000-4.536256 qam9
5210750000-6.736256 qam10
6218750000-5.937256 qam11
7226750000-4.937256 qam12
8234750000-4.237256 qam13
9242750000-3.937256 qam14
10250750000-3.537256 qam15
11258750000-3.737256 qam16
12266750000-4.437256 qam17
13274750000-537256 qam18
14282750000-437256 qam19
15290750000-3.537256 qam20
16298750000-3.737256 qam21
17314750000-4.237256 qam23
18322750000-4.537256 qam24
19402750000-438256 qam25
20410750000-3.938256 qam26
21418750000-4.437256 qam27
22426750000-4.538256 qam28
23434750000-4.738256 qam29
24442750000-4.738256 qam30



Downstream bonded channels

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

1Locked37.6180212395
2Locked37.3907869687
3Locked37.3953219114
4Locked36.623936830125
5Locked36.627589438536
6Locked37.314923320592
7Locked37.3909209248
8Locked37.3636957593
9Locked37.3498345931
10Locked37.6406324982
11Locked37.6345054626
12Locked37.6342374961
13Locked37.3377775136
14Locked37.6316254264
15Locked37.3284973200
16Locked37.3246812804
17Locked37.3144822325
18Locked37.6150282528
19Locked38.619074
20Locked38.617820
21Locked37.616201
22Locked38.67430
23Locked38.64120
24Locked38.62170

 

Upstream bonded channels

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

1394000214.5512064 qam2
2258000004.2512064 qam4
3326000314.25512064 qam3
4462000174.5512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

       

  

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jb66
Alessandro Volta
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Message 15 of 21
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Re: Poor and unreliable 200MB service

Not sure why a replacment hub was sent since one of your signals are low

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Ramjet2
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Message 16 of 21
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Re: Poor and unreliable 200MB service

Thanks @jb66 and Hi @Katie_WT,

Further to my previous post last weekend, and having run with the new hub for the last week, sadly I have to report that it hasn’t made a real difference. The down speed is still very erratic, with periodic losses of connection and frequent prolonged periods of low speed. Running a speedtest sometimes fails due to ‘problem with the connection’. We also still have periods of high levels of TV picture pixellation and complete loss of channels. The power levels on the router sometimes look lower than ever (e.g. -11) and a high level of error counts after just 5 days of running (see router stats below).

It feels like the next step would be to arrange an engineer visit ? We are having our lounge decorated on 31st October so would really appreciate any engineer visit before then in case they have to remove any cables or wall connections that might impact the paintwork.

I tried to attached a variety of data in addition to the router stats, including speedtest screenshot from my phone (showing: down 0.47, up 3.37, jitter 1585, loss 2.0%), broadband quality monitor (showing period of high latency), TV error message,   but it doesn't seem to let me upload them !

Regards,
Roger

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

306750000

-5.5

37

256 qam

22

2

186750000

-1.5

37

256 qam

7

3

194750000

-0.7

37

256 qam

8

4

202750000

-0.2

37

256 qam

9

5

210750000

0.4

37

256 qam

10

6

218750000

0.5

37

256 qam

11

7

226750000

-1.7

36

256 qam

12

8

234750000

-6.2

36

256 qam

13

9

242750000

-7

36

256 qam

14

10

250750000

-5.5

37

256 qam

15

11

258750000

-4.7

37

256 qam

16

12

266750000

-4.5

37

256 qam

17

13

274750000

-4

37

256 qam

18

14

282750000

-3.4

37

256 qam

19

15

290750000

-3

37

256 qam

20

16

298750000

-3.9

37

256 qam

21

17

314750000

-4.7

37

256 qam

23

18

322750000

-4.2

37

256 qam

24

19

402750000

-11

35

256 qam

25

20

410750000

-8.7

36

256 qam

26

21

418750000

-7.7

37

256 qam

27

22

426750000

-6.5

37

256 qam

28

23

434750000

-6.2

37

256 qam

29

24

442750000

-6.2

37

256 qam

30




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.6

3802212

1427225

2

Locked

37.6

3954725

4605408

3

Locked

37.3

4189660

4707276

4

Locked

37.6

5003889

5682476

5

Locked

37.3

5555185

5933701

6

Locked

37.6

5856811

5386780

7

Locked

36.6

6088668

5081003

8

Locked

36.3

5914407

4735207

9

Locked

36.6

5112146

4162545

10

Locked

37.3

4167309

3535805

11

Locked

37.3

3946750

3027894

12

Locked

37.6

4043514

2896018

13

Locked

37.3

4104341

2810705

14

Locked

37.3

3982543

2450385

15

Locked

37.6

3717114

2154470

16

Locked

37.6

3602461

1922285

17

Locked

37.6

4260083

1089688

18

Locked

37.6

4745639

990078

19

Locked

35.7

1740746

81606

20

Locked

36.3

1436655

35325

21

Locked

37.3

1271453

23953

22

Locked

37.6

800323

11751

23

Locked

37.3

593921

6374

24

Locked

37.6

446807

3336

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400021

4.35

5120

64 qam

2

2

25800000

4.15

5120

64 qam

4

3

32600031

4.15

5120

64 qam

3

4

46200017

4.45

5120

64 qam

1




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

Screenshot_20191018-215645 small.pngScreenshot_20191018-152520 small.pngBQM small.JPGIMG_20191017_115737961 vsmall.jpg

 

   

 

  

 

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Message 17 of 21
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Re: Poor and unreliable 200MB service

Your downstream signal levels are too low, an there is too much noise on the line. 

You need an engineer visit to correct this. 

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Message 18 of 21
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Re: Poor and unreliable 200MB service

Hi Ramjet2!


Sorry to read that you've been having issues with your broadband service.

 

Have you managed to speak with our team over the weekend or during the course of today?

 

Drop us a response and either I, or one of my colleagues will be happy to pick it up for you if you're still seeking assistance from a member of staff

 

Kindest regards, David_Bn

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Ramjet2
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Message 19 of 21
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Re: Poor and unreliable 200MB service

Hi David_Bn,

Many thanks for your response, and yes I would very much appreciate your assistance.

I also sent you a PM in case that got to you quicker.

Regards,

Ramjet2 

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SnailPaceChaste
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Message 20 of 21
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Re: Poor and unreliable 200MB service

20191128_135628.jpg

 

I have nothing but sympathy and understanding. We have been having issues for months with bad connection and extremely slow speeds and it never seems to be fixed. We have had two incidents in the past 7 days where the broadband has been completely down for several hours and yet I can never get a decent response from the technical team. 

 

20191128_135525.jpg20191128_135502.jpg

 

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