Upgrade to 1Ghz problems!

[rputtock]

Having a real issue with VM. Upgraded from Oomph to Volt and immediately had issues with O2 connection or lack of for 6 weeks...however my main question is around internet.

Over course of last two weeks internet has been non existent or patchy. 5 engineers have been here, including network check in the "pit" but have have issues constantly despite being told its my ethernet problems.

So wi-fi can work on some devices depending on each day so one Alexa may work and the others do not, all saying no internet. TV also shows network problem. All connected ethernet also patchy and was told that its my switch at fault. Purchased new switch and new cables...same problem. Using ethernet i have two PC's side by side on same switch. One works the other does not as does my X box..no internet.

I have the Wi-Fi pods which all flash. Despite many calls I have no fix, and working from home is costing me as I cannot connect when I need too.

I called to ask for hub 5 (hub 4 ATM) but refused, compensation refused until fixed, have nowhere to go as I'm in a spiralling circle being asked to re-set every time I call for tech support and as for pin reset...done it again and again along with switching to modem mode. All do not improve. I'm at my wits end for a solution and paying for a service i cannot use and VM seem not to care!

Any help and advice needed

[gary_dexter · Accepted solution]

You don’t want a hub5. They’re more trouble than the rest.

Post the network, upstream and downstream logs from the hubs admin pages back here as text

[Anonymous]

Hub 5 is currently incompatible with your 1gbs service AFAIK. You will need to stick with the Hub 4 for now. 

[legacy1]

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@Anonymous wrote:

Hub 5 is currently incompatible with your 1gbs service AFAIK. 

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The hub 5 works with 1Gb

[Tudor]

The Hub5 although it works with 1G, it is not being shipped at the moment to 1G customers. The people who are using it have upgraded their service since they had the Hub5 letter.

[rputtock]

Hi

Here are upstream details (downstream in next post as limited characters..)

As a follow-up I contacted cancellations and downgraded back to 600mb. Within 10 minutes all settled back with all devices, wireless and ethernet now working??? Coincidence, maybe, but working 24 hour later...does this point to hub incompatibility or fault or network - we are on cable about 20 years old so probably copper not fibre. Used the asksam app and was getting 1050 + at hub now around 650 which adds up

Still not had call-back from VM service who promised from 1-24 hour response that elapsed and still no reply. Back on phone today for both an update on what's happening and some decent compensation for appalling lack of service and response

3.0 Upstream channels

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

1	46200000	42	5120 KSym/sec	64QAM	3
2	39400000	42.3	5120 KSym/sec	64QAM	4
3	53700000	42.5	5120 KSym/sec	64QAM	2
4	60300000	43.5	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[rputtock]

3.0 Downstream channels

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

25	331000000	2.7	40.4	QAM256	25
1	139000000	4	39	QAM256	1
2	147000000	4	39	QAM256	2
3	155000000	3.8	39	QAM256	3
4	163000000	3.1	38.6	QAM256	4
5	171000000	2.7	39	QAM256	5
6	179000000	2.7	38.6	QAM256	6
7	187000000	2.9	39	QAM256	7
8	195000000	3	39	QAM256	8
9	203000000	3.1	39	QAM256	9
10	211000000	3.1	40.4	QAM256	10
11	219000000	3.1	40.4	QAM256	11
12	227000000	3.1	40.4	QAM256	12
13	235000000	3.2	39	QAM256	13
14	243000000	3.2	40.4	QAM256	14
15	251000000	3	38.6	QAM256	15
16	259000000	2.7	39	QAM256	16
17	267000000	2.3	39	QAM256	17
18	275000000	2.6	39	QAM256	18
19	283000000	3.1	39	QAM256	19
20	291000000	3.3	39	QAM256	20
21	299000000	3.4	39	QAM256	21
22	307000000	3.1	40.4	QAM256	22
23	315000000	2.9	39	QAM256	23
24	323000000	3	39	QAM256	24
26	339000000	2.9	40.4	QAM256	26
27	347000000	2.6	40.9	QAM256	27
28	355000000	2.8	40.4	QAM256	28
29	363000000	2.5	40.4	QAM256	29
30	371000000	2.7	40.9	QAM256	30
31	379000000	2.5	39.9	QAM256	31

3.0 Downstream channels

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

25	Locked	40.366287	0	0
1	Locked	38.983261	0	0
2	Locked	38.983261	45036	0
3	Locked	38.983261	28717	0
4	Locked	38.605377	201886	0
5	Locked	38.983261	3729	0
6	Locked	38.605377	0	0
7	Locked	38.983261	60019	0
8	Locked	38.983261	104	0
9	Locked	38.983261	0	0
10	Locked	40.366287	2636	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	38.983261	0	0
14	Locked	40.366287	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	39.854763	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

42

2.6

327200036

2265

[gary_dexter]

Virgin don’t do copper cable.

And there’s no settling in period with fibre either. 

[rputtock]

OK, understand. I had engineers in the pit replacing items ??? which they said were old but made no difference

As earlier, all been working since i changed to 600 within minutes of the actual call, and no further issues since (now about 36 hours)  that's why i suspected it might be to do with 1ghz service.

[Gareth_L]

Hello rputtock

Sorry you have had to post on here 

I have had a look and can see we have booked for a Senior Technician to attend

Can you please let us know how the visit goes

Gareth_L