28-06-2021 12:39 - edited 28-06-2021 12:39
Hello,
New to this board but long time virgin media customer.
I have just started a new job and my internet connection is making video calls impossible.
Over the last few weeks I have been getting very low upload speeds and am basically unable to have work meetings which is VERY awkward!
I have the M200 fibre package but am seeing upload speeds around 0.5 Mbps while download is hitting 200+ Mbps. I am connected to the hub 3 via ethernet cable.
Spent 2 hours on hold already and still not got through to anyone so posting here as well as I need a solution for this issue as soon as possible.
I reset the hub this morning as I seem to have to do most days. I can't say I fully understand the data on the hub page but I seem to have lots of RS errors. Including full data here for reference:
1 | 138750000 | -3.7 | 36 | 256 qam | 1 |
2 | 146750000 | -3 | 37 | 256 qam | 2 |
3 | 154750000 | -3 | 37 | 256 qam | 3 |
4 | 162750000 | -3 | 37 | 256 qam | 4 |
5 | 170750000 | -3 | 38 | 256 qam | 5 |
6 | 178750000 | -3.2 | 37 | 256 qam | 6 |
7 | 186750000 | -3.5 | 38 | 256 qam | 7 |
8 | 194750000 | -3.7 | 37 | 256 qam | 8 |
9 | 202750000 | -4.4 | 37 | 256 qam | 9 |
10 | 210750000 | -5 | 37 | 256 qam | 10 |
11 | 218750000 | -5.4 | 37 | 256 qam | 11 |
12 | 226750000 | -5.9 | 37 | 256 qam | 12 |
13 | 234750000 | -6.2 | 37 | 256 qam | 13 |
14 | 242750000 | -5.7 | 37 | 256 qam | 14 |
15 | 250750000 | -5 | 37 | 256 qam | 15 |
16 | 258750000 | -5.2 | 37 | 256 qam | 16 |
17 | 266750000 | -4.7 | 37 | 256 qam | 17 |
18 | 274750000 | -4.7 | 37 | 256 qam | 18 |
19 | 282750000 | -5 | 37 | 256 qam | 19 |
20 | 290750000 | -5.2 | 37 | 256 qam | 20 |
21 | 298750000 | -5.2 | 37 | 256 qam | 21 |
22 | 306750000 | -5.4 | 37 | 256 qam | 22 |
23 | 314750000 | -5.2 | 37 | 256 qam | 23 |
24 | 322750000 | -5 | 37 | 256 qam | 24 |
1 | Locked | 37.6 | 96806 | 71677 |
2 | Locked | 37.3 | 2667 | 0 |
3 | Locked | 37.6 | 137 | 0 |
4 | Locked | 37.6 | 78 | 0 |
5 | Locked | 38.9 | 122 | 0 |
6 | Locked | 37.6 | 142 | 0 |
7 | Locked | 38.6 | 176 | 0 |
8 | Locked | 38.6 | 82 | 0 |
9 | Locked | 37.6 | 76 | 0 |
10 | Locked | 37.6 | 22 | 0 |
11 | Locked | 37.6 | 11 | 0 |
12 | Locked | 37.6 | 6 | 0 |
13 | Locked | 37.6 | 2 | 0 |
14 | Locked | 37.3 | 6 | 0 |
15 | Locked | 37.3 | 6 | 0 |
16 | Locked | 37.6 | 1 | 0 |
17 | Locked | 37.6 | 6 | 0 |
18 | Locked | 37.3 | 6 | 0 |
19 | Locked | 37.6 | 5 | 0 |
20 | Locked | 37.3 | 4 | 0 |
21 | Locked | 37.6 | 17 | 0 |
22 | Locked | 37.6 | 5 | 0 |
23 | Locked | 37.6 | 4 | 0 |
24 | Locked | 37.3 | 6 | 0 |
There were multiple T3 timeouts in the stats prior to the latest reboot but these get reset with the reboot.
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID1 | 39400000 | 47.8 | 5120 | 64 qam | 2 |
2 | 46200000 | 48 | 5120 | 64 qam | 1 |
3 | 25800000 | 47.5 | 5120 | 64 qam | 4 |
4 | 32600000 | 47.5 | 5120 | 64 qam | 3 |
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
I have just setup a monitor having seen other people with issues do similar:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/86a8a2df7359246b3bc7d0bff0311f0440ddf572
on 28-06-2021 12:41
on 30-06-2021 13:55
Hi @joeeverton,
Thank you for your post and welcome to our community forums. We're here to help.
I'm very sorry to hear that you've been having some connection issues recently. Thank you for sharing the data that you have so far along with the BQM, it's very helpful.
From what I can see on the BQM, there's been some notable downtime today. Have you performed a reboot and/or unplugged the router at all, or is this part of the issues that you've been experiencing?
Thanks,
on 30-06-2021 14:06
thanks for the replies @lotharmat and @Zach_R
I just had a Virgin engineer here who has installed a new router and fixed the patch in the box where someone had split off our port apparently.
Here is my new monitor now the ip has changed:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4f20514ceccec7c6aed0571d2d3000ed5c...
Hopefully I will see a consistent improvement now.
Power levels are boosted but I am still seeing RS errors.I don't really know what these are (neither did the engineer it seems) but generally my connection seems better. I would be interested to know if I should be concerned about the RS errors.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | 1.5 | 37 | 256 qam | 1 |
2 | 146750000 | 2 | 37 | 256 qam | 2 |
3 | 154750000 | 1.9 | 37 | 256 qam | 3 |
4 | 162750000 | 1.7 | 38 | 256 qam | 4 |
5 | 170750000 | 1.7 | 38 | 256 qam | 5 |
6 | 178750000 | 1.7 | 38 | 256 qam | 6 |
7 | 186750000 | 1.2 | 38 | 256 qam | 7 |
8 | 194750000 | 1 | 37 | 256 qam | 8 |
9 | 202750000 | 0.4 | 37 | 256 qam | 9 |
10 | 210750000 | 0 | 37 | 256 qam | 10 |
11 | 218750000 | -0.5 | 38 | 256 qam | 11 |
12 | 226750000 | -1.2 | 37 | 256 qam | 12 |
13 | 234750000 | -1.5 | 37 | 256 qam | 13 |
14 | 242750000 | -0.9 | 37 | 256 qam | 14 |
15 | 250750000 | -0.4 | 38 | 256 qam | 15 |
16 | 258750000 | -0.4 | 37 | 256 qam | 16 |
17 | 266750000 | 0 | 37 | 256 qam | 17 |
18 | 274750000 | -0.2 | 37 | 256 qam | 18 |
19 | 282750000 | 0 | 37 | 256 qam | 19 |
20 | 290750000 | -0.4 | 37 | 256 qam | 20 |
21 | 298750000 | -0.5 | 37 | 256 qam | 21 |
22 | 306750000 | -0.5 | 37 | 256 qam | 22 |
23 | 314750000 | -0.5 | 38 | 256 qam | 23 |
24 | 322750000 | -0.4 | 37 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.3 | 85 | 137 |
2 | Locked | 37.6 | 80 | 89 |
3 | Locked | 37.6 | 99 | 58 |
4 | Locked | 38.6 | 94 | 72 |
5 | Locked | 38.6 | 98 | 59 |
6 | Locked | 38.6 | 68 | 53 |
7 | Locked | 38.9 | 57 | 54 |
8 | Locked | 37.6 | 66 | 42 |
9 | Locked | 37.6 | 67 | 27 |
10 | Locked | 37.6 | 67 | 32 |
11 | Locked | 38.6 | 219 | 24 |
12 | Locked | 37.3 | 58 | 380 |
13 | Locked | 38.6 | 71 | 0 |
14 | Locked | 37.6 | 68 | 0 |
15 | Locked | 38.6 | 75 | 0 |
16 | Locked | 37.6 | 67 | 0 |
17 | Locked | 37.6 | 72 | 1 |
18 | Locked | 37.6 | 73 | 0 |
19 | Locked | 37.6 | 68 | 0 |
20 | Locked | 37.3 | 64 | 4 |
21 | Locked | 37.6 | 68 | 3 |
22 | Locked | 37.6 | 47 | 23 |
23 | Locked | 38.6 | 62 | 6 |
24 | Locked | 37.6 | 67 | 16 |
30-06-2021 14:13 - edited 30-06-2021 14:14
The PostRS errors could be a problem and the engineer should know about them!!!!
They can be caused by noise ingress into the circuit and can cause connections to drop sporadically!
Keep your eye on them and check hourly to see the rate of increase!
You may need a different engineer............
Incidentally - what's your upstream and log looking like?
on 30-06-2021 14:27
Yes the engineer seemed pretty new...
Here is the upstream log:
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 43.5 | 5120 | 64 qam | 2 |
2 | 46200000 | 43.8 | 5120 | 64 qam | 1 |
3 | 25800000 | 43 | 5120 | 64 qam | 4 |
4 | 32600000 | 43.3 | 5120 | 64 qam | 3 |
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 |
The T3 timeouts seem to be gone for now at least.
on 30-06-2021 14:30
I am still getting some large spikes in the BQM but the dropped packets is gone so far.
on 30-06-2021 14:31
on 30-06-2021 17:54
Sorry to hear that you're having issues with your connection at the moment @joeeverton.
I can take a further look into your account but would need to do this by private message, so that we can clear account security and confirm your details.
I will drop the private message over in a moment, so that we can get it sorted for you.
Thanks
Steven_L
on 02-07-2021 16:59
Hi Steven_L I have replied to your private message.
Getting some dropped packets again today. Also RS errors seem to be back with a vengeance along with a few timeouts.
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 138750000 | -0.7 | 36 | 256 qam | 1 |
2 | 146750000 | -0.2 | 37 | 256 qam | 2 |
3 | 154750000 | -0.5 | 37 | 256 qam | 3 |
4 | 162750000 | -0.7 | 37 | 256 qam | 4 |
5 | 170750000 | -1 | 37 | 256 qam | 5 |
6 | 178750000 | -0.7 | 37 | 256 qam | 6 |
7 | 186750000 | -1 | 37 | 256 qam | 7 |
8 | 194750000 | -1.2 | 37 | 256 qam | 8 |
9 | 202750000 | -1.9 | 37 | 256 qam | 9 |
10 | 210750000 | -2.5 | 37 | 256 qam | 10 |
11 | 218750000 | -3.2 | 37 | 256 qam | 11 |
12 | 226750000 | -3.4 | 37 | 256 qam | 12 |
13 | 234750000 | -3.2 | 37 | 256 qam | 13 |
14 | 242750000 | -3.2 | 37 | 256 qam | 14 |
15 | 250750000 | -2.7 | 37 | 256 qam | 15 |
16 | 258750000 | -3 | 37 | 256 qam | 16 |
17 | 266750000 | -2.5 | 37 | 256 qam | 17 |
18 | 274750000 | -2.9 | 37 | 256 qam | 18 |
19 | 282750000 | -3 | 37 | 256 qam | 19 |
20 | 290750000 | -3 | 37 | 256 qam | 20 |
21 | 298750000 | -3.5 | 37 | 256 qam | 21 |
22 | 306750000 | -3.5 | 37 | 256 qam | 22 |
23 | 314750000 | -3.2 | 37 | 256 qam | 23 |
24 | 322750000 | -3.2 | 37 | 256 qam | 24 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.6 | 484770 | 453864 |
2 | Locked | 37.6 | 253182 | 37332 |
3 | Locked | 37.6 | 83710 | 23299 |
4 | Locked | 37.6 | 73119 | 26891 |
5 | Locked | 37.6 | 76929 | 15404 |
6 | Locked | 37.3 | 69399 | 16232 |
7 | Locked | 37.6 | 86891 | 13363 |
8 | Locked | 37.6 | 55230 | 22505 |
9 | Locked | 37.6 | 58570 | 21415 |
10 | Locked | 37.3 | 45455 | 4296 |
11 | Locked | 37.3 | 47337 | 4339 |
12 | Locked | 37.6 | 70130 | 14960 |
13 | Locked | 37.6 | 64619 | 13765 |
14 | Locked | 37.3 | 36608 | 2979 |
15 | Locked | 37.3 | 23195 | 1556 |
16 | Locked | 37.6 | 26037 | 1207 |
17 | Locked | 37.6 | 18061 | 601 |
18 | Locked | 37.3 | 36729 | 2054 |
19 | Locked | 37.6 | 26486 | 1646 |
20 | Locked | 37.3 | 14325 | 1200 |
21 | Locked | 37.6 | 14998 | 547 |
22 | Locked | 37.3 | 9232 | 115 |
23 | Locked | 37.6 | 11267 | 227 |
24 | Locked | 37.6 | 15493 | 234 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400068 | 45.3 | 5120 | 64 qam | 2 |
2 | 46200000 | 45.8 | 5120 | 64 qam | 1 |
3 | 25800068 | 44.5 | 5120 | 64 qam | 4 |
4 | 32600092 | 45 | 5120 | 64 qam | 3 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 2 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |