on 17-11-2022 12:20
Hi all,
I have recently got upgraded to the 1G volt package and had a new HUB5 fitted,
but I noticed that my MS on Speedtest ranges from 25-50 with an average of 30,
I used to get 9ms when I test until I got the upgrade I was on the 200mbps
does anyone know what might be the problem here ?
Downstream bonded channels
1 | 139000000 | 5.5 | 42 | QAM 256 | 1 |
2 | 147000000 | 5.4 | 42 | QAM 256 | 2 |
3 | 155000000 | 5.2 | 42 | QAM 256 | 3 |
4 | 163000000 | 5.1 | 41 | QAM 256 | 4 |
5 | 171000000 | 4.9 | 42 | QAM 256 | 5 |
6 | 179000000 | 5.1 | 42 | QAM 256 | 6 |
7 | 187000000 | 4.9 | 42 | QAM 256 | 7 |
8 | 195000000 | 5 | 42 | QAM 256 | 8 |
9 | 203000000 | 4.6 | 42 | QAM 256 | 9 |
10 | 211000000 | 4.5 | 42 | QAM 256 | 10 |
11 | 219000000 | 4.4 | 42 | QAM 256 | 11 |
12 | 227000000 | 4 | 42 | QAM 256 | 12 |
13 | 235000000 | 4.1 | 42 | QAM 256 | 13 |
14 | 243000000 | 3.5 | 42 | QAM 256 | 14 |
15 | 251000000 | 3.7 | 42 | QAM 256 | 15 |
16 | 259000000 | 3.4 | 41 | QAM 256 | 16 |
17 | 267000000 | 3.5 | 41 | QAM 256 | 17 |
18 | 275000000 | 3.6 | 41 | QAM 256 | 18 |
19 | 283000000 | 3.8 | 41 | QAM 256 | 19 |
20 | 291000000 | 4.2 | 41 | QAM 256 | 20 |
21 | 299000000 | 4.1 | 42 | QAM 256 | 21 |
22 | 307000000 | 4.3 | 41 | QAM 256 | 22 |
23 | 315000000 | 3.8 | 42 | QAM 256 | 23 |
24 | 323000000 | 4.1 | 42 | QAM 256 | 24 |
25 | 331000000 | 3.4 | 41 | QAM 256 | 25 |
26 | 339000000 | 3.6 | 41 | QAM 256 | 26 |
27 | 347000000 | 3.2 | 41 | QAM 256 | 27 |
28 | 355000000 | 3.2 | 41 | QAM 256 | 28 |
29 | 363000000 | 3.1 | 41 | QAM 256 | 29 |
30 | 371000000 | 3 | 41 | QAM 256 | 30 |
31 | 379000000 | 2.9 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 42 | 3 | 0 |
2 | Locked | 42 | 1 | 0 |
3 | Locked | 42 | 0 | 0 |
4 | Locked | 41 | 0 | 0 |
5 | Locked | 42 | 0 | 0 |
6 | Locked | 42 | 0 | 0 |
7 | Locked | 42 | 0 | 0 |
8 | Locked | 42 | 0 | 0 |
9 | Locked | 42 | 0 | 0 |
10 | Locked | 42 | 0 | 0 |
11 | Locked | 42 | 0 | 0 |
12 | Locked | 42 | 0 | 0 |
13 | Locked | 42 | 0 | 0 |
14 | Locked | 42 | 0 | 0 |
15 | Locked | 42 | 1 | 0 |
16 | Locked | 41 | 0 | 0 |
17 | Locked | 41 | 0 | 0 |
18 | Locked | 41 | 0 | 0 |
19 | Locked | 41 | 0 | 0 |
20 | Locked | 41 | 0 | 0 |
21 | Locked | 42 | 0 | 0 |
22 | Locked | 41 | 0 | 0 |
23 | Locked | 42 | 0 | 0 |
24 | Locked | 42 | 0 | 0 |
25 | Locked | 41 | 0 | 0 |
26 | Locked | 41 | 0 | 0 |
27 | Locked | 41 | 0 | 0 |
28 | Locked | 41 | 0 | 0 |
29 | Locked | 41 | 0 | 0 |
30 | Locked | 41 | 0 | 0 |
31 | Locked | 41 | 0 | 0 |
Answered! Go to Answer
on 19-11-2022 13:04
Hi @aahizam
Thanks for posting and welcome to the community.
I am sorry for any issues with the internet - checked here and the latency is all good.
However, I have noticed a lot of disconnections over the past month, this will need a tech visit
I'll send you a PM now to assist further.
Best wishes,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 19-11-2022 13:04
Hi @aahizam
Thanks for posting and welcome to the community.
I am sorry for any issues with the internet - checked here and the latency is all good.
However, I have noticed a lot of disconnections over the past month, this will need a tech visit
I'll send you a PM now to assist further.
Best wishes,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 19-11-2022 14:37
Thanks for joining me on PM @aahizam and allowing me to book in the tech visit for you.
The visit will be viewable in your online account - virg.in/myVM - within the hour and you'll be able to amend/cancel it if needed.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Let us know how the visit goes or if you need further assistance.
Best wishes,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
25-11-2022 16:35 - edited 25-11-2022 16:39
Hi @John_GS
I had the engineer visit yesterday and changed the cabling and housing inside my home, and i have noticed that the lag spikes are much worse now when playing on my xbox.
I have started a BQM this is what I am on so far. I can see spikes happening, could you please advice ?
Downstream bonded channels
1 | 139000000 | 6.3 | 42 | QAM 256 | 1 |
2 | 147000000 | 6.2 | 41 | QAM 256 | 2 |
3 | 155000000 | 5.9 | 42 | QAM 256 | 3 |
4 | 163000000 | 6.1 | 42 | QAM 256 | 4 |
5 | 171000000 | 5.8 | 42 | QAM 256 | 5 |
6 | 179000000 | 5.9 | 42 | QAM 256 | 6 |
7 | 187000000 | 5.8 | 42 | QAM 256 | 7 |
8 | 195000000 | 5.9 | 42 | QAM 256 | 8 |
9 | 203000000 | 5.5 | 42 | QAM 256 | 9 |
10 | 211000000 | 5.4 | 42 | QAM 256 | 10 |
11 | 219000000 | 5.3 | 42 | QAM 256 | 11 |
12 | 227000000 | 5 | 42 | QAM 256 | 12 |
13 | 235000000 | 4.8 | 41 | QAM 256 | 13 |
14 | 243000000 | 4.5 | 41 | QAM 256 | 14 |
15 | 251000000 | 4.6 | 41 | QAM 256 | 15 |
16 | 259000000 | 4.4 | 41 | QAM 256 | 16 |
17 | 267000000 | 4.4 | 41 | QAM 256 | 17 |
18 | 275000000 | 4.4 | 41 | QAM 256 | 18 |
19 | 283000000 | 4.8 | 41 | QAM 256 | 19 |
20 | 291000000 | 5.1 | 41 | QAM 256 | 20 |
21 | 299000000 | 5.2 | 42 | QAM 256 | 21 |
22 | 307000000 | 4.9 | 41 | QAM 256 | 22 |
23 | 315000000 | 5 | 42 | QAM 256 | 23 |
24 | 323000000 | 4.7 | 42 | QAM 256 | 24 |
25 | 331000000 | 4.7 | 42 | QAM 256 | 25 |
26 | 339000000 | 4.4 | 41 | QAM 256 | 26 |
27 | 347000000 | 4.4 | 41 | QAM 256 | 27 |
28 | 355000000 | 4.1 | 41 | QAM 256 | 28 |
29 | 363000000 | 4.1 | 41 | QAM 256 | 29 |
30 | 371000000 | 4.2 | 41 | QAM 256 | 30 |
31 | 379000000 | 3.7 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 42 | 0 | 0 |
2 | Locked | 41 | 0 | 0 |
3 | Locked | 42 | 0 | 0 |
4 | Locked | 42 | 0 | 0 |
5 | Locked | 42 | 0 | 0 |
6 | Locked | 42 | 0 | 0 |
7 | Locked | 42 | 0 | 0 |
8 | Locked | 42 | 0 | 0 |
9 | Locked | 42 | 0 | 0 |
10 | Locked | 42 | 0 | 0 |
11 | Locked | 42 | 0 | 0 |
12 | Locked | 42 | 0 | 0 |
13 | Locked | 41 | 0 | 0 |
14 | Locked | 41 | 0 | 0 |
15 | Locked | 41 | 0 | 0 |
16 | Locked | 41 | 0 | 0 |
17 | Locked | 41 | 0 | 0 |
18 | Locked | 41 | 0 | 0 |
19 | Locked | 41 | 0 | 0 |
20 | Locked | 41 | 0 | 0 |
21 | Locked | 42 | 0 | 0 |
22 | Locked | 41 | 0 | 0 |
23 | Locked | 42 | 0 | 0 |
24 | Locked | 42 | 0 | 0 |
25 | Locked | 42 | 0 | 0 |
26 | Locked | 41 | 0 | 0 |
27 | Locked | 41 | 0 | 0 |
28 | Locked | 41 | 0 | 0 |
29 | Locked | 41 | 0 | 0 |
30 | Locked | 41 | 0 | 0 |
31 | Locked | 41 | 1 | 0 |
Upstream bonded channels
0 | 49600000 | 45 | 5120 | QAM 64 | 1 |
1 | 43100000 | 45.3 | 5120 | QAM 64 | 2 |
2 | 36600000 | 45 | 5120 | QAM 64 | 3 |
3 | 30100000 | 45 | 5120 | QAM 64 | 4 |
4 | 23600000 | 45 | 5120 | QAM 64 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 28-11-2022 09:19
Hey aahizam, thank you for reaching out and I am sorry you are still having some connection issues.
Okay I have taken a look into this and I can see there was actually an SNR outage in the local area for over a week.
However this has finish on the 26th November , has your connection been fully restored? Thanks
Matt - Forum Team
New around here?
01-12-2022 09:34 - edited 01-12-2022 09:35
Hi @Matthew_ML
Although my speed and ping has stabilised, the packet loss doesn’t look great per that BQM, it seems like it keeps happening throughout the day, makes my gaming a nightmare sometimes.
on 03-12-2022 15:33
Hi aahizam,
Thanks for coming back to me on this one. I'm sorry to hear that you are still having an issue with your packet loss.
Checking things this end, there is an error advising the hub is still out of specification.
Can you please ensure the coax cable(s) are securely connected to the Hub, to any splitters that are in use and to the wall socket. Once you've done this, please reboot the hub. This should help improve things slightly however we will need to get another engineer booked due to there being a power issue on the DOCSIS 3.1. We won't be able to fix this remotely but as you've had a visit recently, we'll ensure it's a principle technician booked for you.
I have sent you a private message to confirm your address. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,
on 04-12-2022 11:45
Hi aahizam,
Thanks for coming back to via private message to confirm your information.
I have booked you in for the next available engineer appointment avoiding the days you mentioned you weren't going to be available. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit after 24 hours have passed, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment, you can do this online or via the My VM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.
Lets us know how the appointment goes.
Take care.
on 07-12-2022 21:32
Hi Kath,
thank you for the above, just to clarify, what do you mean there is power issues with DOCSIS 3.1?
are you saying DOCSIS 3.1 isn’t available on my connection?
on 07-12-2022 21:41
Here’s the stats again,
Cable Modem StatusItem Status Comments
Acquired Downstream Channel(Hz) | 139000000 | Locked |
Ranged Upstream Channel(Hz) | 49600000 | Ranged |
Provisioning State | Online | Operational |
Downstream bonded channels
1 | 139000000 | 6.3 | 41 | QAM 256 | 1 |
2 | 147000000 | 6.2 | 41 | QAM 256 | 2 |
3 | 155000000 | 5.8 | 41 | QAM 256 | 3 |
4 | 163000000 | 5.9 | 41 | QAM 256 | 4 |
5 | 171000000 | 5.5 | 41 | QAM 256 | 5 |
6 | 179000000 | 5.8 | 41 | QAM 256 | 6 |
7 | 187000000 | 5.6 | 41 | QAM 256 | 7 |
8 | 195000000 | 5.8 | 41 | QAM 256 | 8 |
9 | 203000000 | 5.4 | 41 | QAM 256 | 9 |
10 | 211000000 | 5.3 | 41 | QAM 256 | 10 |
11 | 219000000 | 5.2 | 41 | QAM 256 | 11 |
12 | 227000000 | 4.9 | 41 | QAM 256 | 12 |
13 | 235000000 | 4.8 | 41 | QAM 256 | 13 |
14 | 243000000 | 4.6 | 41 | QAM 256 | 14 |
15 | 251000000 | 4.6 | 41 | QAM 256 | 15 |
16 | 259000000 | 4.7 | 41 | QAM 256 | 16 |
17 | 267000000 | 4.7 | 41 | QAM 256 | 17 |
18 | 275000000 | 4.6 | 41 | QAM 256 | 18 |
19 | 283000000 | 4.6 | 41 | QAM 256 | 19 |
20 | 291000000 | 4.6 | 41 | QAM 256 | 20 |
21 | 299000000 | 4.7 | 41 | QAM 256 | 21 |
22 | 307000000 | 4.6 | 41 | QAM 256 | 22 |
23 | 315000000 | 4.7 | 41 | QAM 256 | 23 |
24 | 323000000 | 4.5 | 41 | QAM 256 | 24 |
25 | 331000000 | 4.6 | 41 | QAM 256 | 25 |
26 | 339000000 | 4.4 | 41 | QAM 256 | 26 |
27 | 347000000 | 4.4 | 41 | QAM 256 | 27 |
28 | 355000000 | 4.2 | 41 | QAM 256 | 28 |
29 | 363000000 | 4.3 | 41 | QAM 256 | 29 |
30 | 371000000 | 4.3 | 41 | QAM 256 | 30 |
31 | 379000000 | 3.8 | 41 | QAM 256 | 31 |
Downstream bonded channels
1 | Locked | 41 | 1635 | 4467 |
2 | Locked | 41 | 3995 | 1605 |
3 | Locked | 41 | 1887 | 796 |
4 | Locked | 41 | 1727 | 677 |
5 | Locked | 41 | 51721 | 779 |
6 | Locked | 41 | 52287 | 3270 |
7 | Locked | 41 | 12781 | 0 |
8 | Locked | 41 | 57 | 36 |
9 | Locked | 41 | 631 | 34 |
10 | Locked | 41 | 636 | 35 |
11 | Locked | 41 | 1227 | 50 |
12 | Locked | 41 | 467 | 29 |
13 | Locked | 41 | 706 | 40 |
14 | Locked | 41 | 13 | 0 |
15 | Locked | 41 | 522 | 54 |
16 | Locked | 41 | 14 | 10 |
17 | Locked | 41 | 286 | 28 |
18 | Locked | 41 | 60 | 26 |
19 | Locked | 41 | 177 | 45 |
20 | Locked | 41 | 112 | 26 |
21 | Locked | 41 | 7 | 8 |
22 | Locked | 41 | 8 | 18 |
23 | Locked | 41 | 9 | 7 |
24 | Locked | 41 | 21 | 19 |
25 | Locked | 41 | 36 | 67 |
26 | Locked | 41 | 11 | 19 |
27 | Locked | 41 | 27 | 27 |
28 | Locked | 41 | 14 | 9 |
29 | Locked | 41 | 28 | 40 |
30 | Locked | 41 | 34 | 33 |
31 | Locked | 41 | 30 | 46 |
Upstream bonded channels
0 | 49600000 | 44.5 | 5120 | QAM 64 | 1 |
1 | 43100000 | 45 | 5120 | QAM 64 | 2 |
2 | 36600000 | 44.5 | 5120 | QAM 64 | 3 |
3 | 30100000 | 45 | 5120 | QAM 64 | 4 |
4 | 23600000 | 44.5 | 5120 | QAM 64 | 5 |
Upstream bonded channels
0 | ATDMA | 0 | 0 | 0 | 0 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
General Configuration
Allowed |
1 |
Enabled |
3.1 |
dJKDHSUBsgvca69834ncxv987 |
Primary Downstream Service Flow
8308 |
1200000450 bps |
42600bytes |
0 bps |
Primary Upstream Service Flow
8317 |
55000270 bps |
42600bytes |
0 bps |
16320bytes |
Best Effort |