Virgin Media Community

[therealpitchy]

We have M200 broadband to our house with a new line installed back in late 2021. We had no end of issues with the Hub3 struggling with the number of wifi devices so switched the Hub into modem mode and installed an ASUS router to better handle the LAN.

We've been having increasing levels of poor performance on upload speed. Speed tests frequently come back with c130-150mbps download but 0.01-0.1mbps upload which means that video conferences can only be done if outbound video is off.

Having looked at other threads (apologies if the etiquette is to add to an existing thread), here's the Download and Upload specs from the router (192.168.100.1)

Downstream Bonded channels

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

1	139000000	-0.9	38	256 qam	1
2	147000000	-0.5	38	256 qam	2
3	155000000	-0.9	38	256 qam	3
4	163000000	-1	40	256 qam	4
5	171000000	-1	40	256 qam	5
6	179000000	-0.9	38	256 qam	6
7	187000000	-0.9	38	256 qam	7
8	195000000	-0.9	40	256 qam	8
9	203000000	-1	40	256 qam	9
10	211000000	-0.7	40	256 qam	10
11	219000000	-0.7	40	256 qam	11
12	227000000	-0.7	40	256 qam	12
13	235000000	-0.7	40	256 qam	13
14	243000000	-0.7	40	256 qam	14
15	251000000	-0.7	40	256 qam	15
16	259000000	-0.5	40	256 qam	16
17	267000000	-0.4	40	256 qam	17
18	275000000	-0.4	40	256 qam	18
19	283000000	0	40	256 qam	19
20	291000000	0	40	256 qam	20
21	299000000	0.2	38	256 qam	21
22	307000000	0.2	40	256 qam	22
23	315000000	0.2	40	256 qam	23
24	323000000	0.4	40	256 qam	24

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

1	Locked	38.9	10533692	11441056
2	Locked	38.9	7925994	1184447
3	Locked	38.9	13806987	7590384
4	Locked	40.3	12889713	13049541
5	Locked	40.3	1449524	825990
6	Locked	38.9	12132418	8719249
7	Locked	38.6	11581926	4346967
8	Locked	40.3	149786	18955
9	Locked	40.3	98894	14835
10	Locked	40.3	88015	11799
11	Locked	40.3	84679	10814
12	Locked	40.3	91900	11840
13	Locked	40.3	99058	12095
14	Locked	40.3	95054	11871
15	Locked	40.3	96005	13004
16	Locked	40.3	106320	16742
17	Locked	40.3	172303	17575
18	Locked	40.3	117296	16672
19	Locked	40.3	100860	14201
20	Locked	40.3	90841	10840
21	Locked	38.9	122977	10110
22	Locked	40.3	79746	7986
23	Locked	40.9	55439	4693
24	Locked	40.3	46088	2759

Upstream bonded channels

Upstream bonded channels

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

1	60300000	49.3	5120	64 qam	1
2	39400000	48	5120	64 qam	4
3	46200000	48.3	5120	64 qam	3
4	53700000	49	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	8	0
2	ATDMA	0	0	9	0
3	ATDMA	0	0	8	0
4	ATDMA	0	0	14	0

I set up a BQM...

https://www.thinkbroadband.com/broadband/monitoring/quality/view/3ef02bb75fdaa9aece48cd95f2d967a5f0d...

How can we fix this? Rebooting the modem doesn't seem to do anything.

[Tudor]

You almost certainly need a technician’s visit.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[jbrennand]

Whilst waiting can you clear the error counts by doing this and see how quickly they return
_________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. 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. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) then as Tudor has set you do have a problem (noise) that only a Tech visit will sort.

[Natalie_L]

Hi therealpitchy,

Welcome to the Community and thank you for getting in touch. 

I am very sorry to hear you have been experiencing issues with your broadband service, we can help to resolve this. 

In order for me to check things from my side, I am going to pop you over a private message to confirm a few details. This message will be available via the purple envelope on the top right of this page. 

Speak soon,