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Tech support have told me that 130mbps is only good for 6 or 7 devices.

tonyw2
On our wavelength

Long story short.

I was told by a VM high pressure tele salesman who phoned me yesterday that the package he was trying to ram down my throat, upgrading from 130 to 260mbps, would improve reliability. Since I wasn't going to be pushed into an upgrade over the phone, I declined.

I had an annoying 10 minute dropout during the Grand Prix on Sunday and further to the telesales call, I phoned VM tech support who said that the problem was probably caused by having the hub in modem mode, which is not recommended, and also having 30 devices on my mesh wifi network as 130mbps will only support 6 or 7 devices. I pointed out that many of the devices used very little bandwidth and are dormant for most of the but she was adamant.

It sounds more like a local area problem to me.

 

16 REPLIES 16

Tudor
Very Insightful Person
Very Insightful Person

Absolute rubbish. May be the case if all devices are downloading massive file, but for most users nearly all those devices will be idle most of the time. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

tonyw2
On our wavelength

Exactly what I told her but it was like talking to a brick wall.

legacy1
Alessandro Volta

VM recommendation is based on all devices watching video at like 1080p maybe to odd 4K they don't think about a 100 idle devices like smart plugs count but I like to see 100 smart plugs watching video at 1080p.😁

Its a bit like saying 1Gb is only good for one device because you expect to download at 1Gb! 

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Client62
Legend

There does appear to be quite a push to ramp up the speed as much as possible, thus locking the customer into the highest priced subscriptions.  The reality is if you use M50 or Gig1 the network cost to VM is much the same as the customer's usage pattern for WFH & domestic use does not change.  

tonyw2
On our wavelength

Is there any truth that a higher speed would give more headroom and thus be more reliable? I suspect not, as on Sunday, when the broadband dropped out for ten minutes during the Grand Prix, I was streaming at 1080p on one device only. 

g0akc
Problem sorter

@tonyw2 wrote:

Is there any truth that a higher speed would give more headroom and thus be more reliable? 


No.

You would have only been using around 5 to 10meg.  Plenty of 'headroom' already.

 

------------------------------------------------------------------------------------------------------------------------------
I know a bit about Wi-Fi, Telecoms, and TV as I used to do it for a living but I'm not perfect so don't beat me up... If you make things you make mistakes!

Client62
Legend

With the VM DOCSIS full speed i.e. higher than 1 Gigabyte is always delivered to every Hub 3/4/5.

The selection of a speed from M50 to Gig1 is applied as a very simple rate cap on customer side of the Hub.

So if reliability of service is great / hopeless on M125, expect a move to M500 be equally great / hopeless.

jbrennand
Very Insightful Person
Very Insightful Person

Lets see if we can pin down where the issue is - can you do this....

_______________________________

First thing is to check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

If nothing shows on either of them - do this...

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box. Then switch it on again and leave 5 minutes

If all looks good..

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

tonyw2
On our wavelength

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000004.741QAM 25625
2178000000541QAM 2566
3186000000541QAM 2567
41940000005.141QAM 2568
5202000000541QAM 2569
62100000005.141QAM 25610
72180000005.241QAM 25611
82260000005.141QAM 25612
92340000005.142QAM 25613
102420000005.241QAM 25614
11250000000541QAM 25615
12258000000542QAM 25616
13266000000542QAM 25617
142740000005.140QAM 25618
15282000000542QAM 25619
162900000005.142QAM 25620
17298000000542QAM 25621
183060000004.841QAM 25622
193140000004.739QAM 25623
203220000004.841QAM 25624
213380000004.741QAM 25626
223460000004.842QAM 25627
233540000004.642QAM 25628
243620000004.642QAM 25629
253700000004.742QAM 25630
263780000004.841QAM 25631
273860000004.741QAM 25632
283940000004.641QAM 25633
294020000004.641QAM 25634
304100000004.641QAM 25635
314180000004.541QAM 25636

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4128750
2Locked41740
3Locked411430
4Locked411370
5Locked41950
6Locked412910
7Locked411860
8Locked412990
9Locked423050
10Locked412210
11Locked418850
12Locked426210
13Locked429900
14Locked4010880
15Locked4217820
16Locked4216400
17Locked4217990
18Locked4137860
19Locked3920440
20Locked4140930
21Locked4120630
22Locked4215640
23Locked4212490
24Locked426580
25Locked428310
26Locked417740
27Locked413870
28Locked417020
29Locked414000
30Locked413050
31Locked413130

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
049600000465120QAM 641
14310000045.85120QAM 642
236600000465120QAM 643
33010000045.85120QAM 644
42360000045.55120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0030
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

tonyw2_1-1695217314740.png

Hub has been up for 4 days.

Network Log

Time Priority Description
20-09-2023 14:09:02warningDynamic Range Window violation
20-09-2023 14:09:02warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 12:05:53warningDynamic Range Window violation
20-09-2023 12:05:53warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 11:04:59warningDynamic Range Window violation
20-09-2023 11:04:59warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 07:46:58warningDynamic Range Window violation
20-09-2023 07:46:58warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 06:33:45warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 06:33:45warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
20-09-2023 06:33:45warningDynamic Range Window violation
20-09-2023 06:33:45warningDynamic Range Window violation
20-09-2023 01:32:15warningDynamic Range Window violation
20-09-2023 01:32:15warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 19:38:09warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 19:38:09warningDynamic Range Window violation
19-09-2023 18:08:57warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 18:08:57warningDynamic Range Window violation
19-09-2023 14:50:35warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 14:50:35warningDynamic Range Window violation
19-09-2023 12:40:48warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 12:40:48warningDynamic Range Window violation
19-09-2023 08:18:34warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 08:18:34warningDynamic Range Window violation
19-09-2023 01:06:56warningDynamic Range Window violation
19-09-2023 01:06:56warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-09-2023 00:03:22warningDynamic Range Window violation
19-09-2023 00:03:22warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-09-2023 22:44:09warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-09-2023 22:44:09warningDynamic Range Window violation
18-09-2023 20:17:24warningDynamic Range Window violation
18-09-2023 20:17:24warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;