1 Gig now slow

[jnfern1589]

Been on 1Gig for a while and generally no problems. For the last couple of weeks, download speed is significantly slower with speedtest.net showing consistently sub 100Mbps.

 BQM for yesterday 

Looking at the Hub 4 stats, I see a couple of downstream channels NotLocked Unsupported which makes me presume I need an engineer but I don't know if they would normally go like this anyway? 

I see Virgin people can often arrange things / do extra checks via this forum which would be helpful.

3.0 Downstream channels

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

25	330750000	2.200001	35.779911	QAM256	25
0	138750000	-2.299999	24.095192	QAM256	0
0	146750000	-1.799999	13.841408	UNSUPPORTED	0
0	154750000	-0.599998	12.757355	QAM256	0
0	162750000	0.599998	16.374756	UNSUPPORTED	0
0	170750000	1.099998	14.303803	UNSUPPORTED	0
0	178750000	1.000000	25.181150	QAM256	0
7	186750000	0.099998	27.170025	QAM256	7
8	194750000	-0.599998	26.632570	QAM256	8
0	202750000	-0.299999	24.359282	QAM256	0
10	210750000	-0.900002	27.067228	QAM256	10
11	218750000	-1.099998	27.607420	QAM256	11
12	226750000	-1.400002	28.224476	QAM256	12
13	234750000	-3.000000	30.052204	QAM256	13
14	242750000	-3.099998	33.376591	QAM256	14
15	250750000	-3.400002	35.083549	QAM256	15
16	258750000	-2.799999	34.483570	QAM256	16
17	266750000	-1.799999	32.321487	QAM256	17
18	274750000	-1.500000	33.376591	QAM256	18
19	282750000	-1.799999	34.925610	QAM256	19
20	290750000	-0.599998	36.386890	QAM256	20
21	298750000	0.099998	37.355988	QAM256	21
22	306750000	0.900002	35.595078	QAM256	22
23	314750000	1.700001	35.083549	QAM256	23
24	322750000	2.099998	36.386890	QAM256	24
26	338750000	2.200001	35.595078	QAM256	26
27	346750000	1.200001	33.486542	QAM256	27
28	354750000	0.400002	34.483570	QAM256	28
29	362750000	0.700001	37.355988	QAM256	29
30	370750000	1.000000	38.605377	QAM256	30
31	378750000	0.400002	37.636276	QAM256	31

[jnfern1589]

3.0 Downstream channels

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

25	Locked	35.779911	524	0
0	Locked	24.095192	1	38164
0	NotLocked	13.841408	0	3621
0	NotLocked	12.757355	0	3059
0	NotLocked	16.374756	0	4828
0	NotLocked	14.303803	0	3276
0	Locked	25.181150	0	0
7	Locked	27.170025	595075	582469
8	Locked	26.632570	196633	981066
0	Locked	24.359282	0	0
10	Locked	27.067228	643230	534415
11	Locked	27.607420	1069038	107083
12	Locked	28.224476	1137906	1644
13	Locked	30.052204	484770	0
14	Locked	33.376591	30039	0
15	Locked	35.083549	63052	0
16	Locked	34.483570	327251	0
17	Locked	32.321487	123791	0
18	Locked	33.376591	7284	0
19	Locked	34.925610	146	0
20	Locked	36.386890	0	0
21	Locked	37.355988	0	0
22	Locked	35.595078	4	0
23	Locked	35.083549	25	0
24	Locked	36.386890	3	0
26	Locked	35.595078	1278	0
27	Locked	33.486542	10043	0
28	Locked	34.483570	4804	0
29	Locked	37.355988	0	0
30	Locked	38.605377	0	0
31	Locked	37.636276	15	0

3.1 Downstream channels

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

33

94

4K

1840

QAM4096

424

3.1 Downstream channels

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

33

Locked

39

-2.2

392526783

4

3.0 Upstream channels

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

1	25800000	52.020599	5120 KSym/sec	16QAM	6
2	46200000	51.270599	5120 KSym/sec	32QAM	3
3	39400000	53.520599	5120 KSym/sec	32QAM	4
4	32600000	50.520599	5120 KSym/sec	32QAM	5

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

[jnfern1589]

There is zero activity in the Network Log:

[newapollo]

Hi @jnfern1589 

There are too many errors showing, plus the upstream channels should be 64QAM.

Check all of your wiring, especially the white coaxial which should be finger tight and free from any kinks.

Please can you reboot the hub. This should reset all the counters, it may also move the upstram levels to the correct QAM's

We can then see how the hub is performing from scratch and how quickly the errors build up.

You should also set up a BQM monitor  at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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.

[jnfern1589]

Hi,

Thanks for the reply.

The hub was rebooted 4pm yesterday, so those counters are from the last 24 hours-ish.

I'll give it another power cycle & check the coax when I can out of work.

I've had a BQM setup for ages, here is the live graphhttps://www.thinkbroadband.com/broadband/monitoring/quality/share/d91ebeb18e1cb8de083c46cb68e41c0e 

Checking the stats right now, some upstream is now 64QAM:

3.0 Upstream channels

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

1	25800000	52.020599	5120 KSym/sec	16QAM	6
2	46200000	51.270599	5120 KSym/sec	64QAM	3
3	39400000	53.270599	5120 KSym/sec	32QAM	4
4	32600000	50.520599	5120 KSym/sec	64QAM	5

Cheers,

[newapollo]

Hi again @jnfern1589 

That's one heck of an odd BQM. Made my eyes water. 

The upstream power levels are too high as well, the most they should be is 51.

Have you looked at Check service status at the top of the page? 

If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

[jnfern1589]

Thanks @newapollo

Service status link, and that phone number, both report no-issues.

Doing a service test via that link above says "This could take up to 30 seconds" and then never updates.

Cheers,

[carl_pearce]

What a mess!

If there are no local outages reported you'll need an engineer visit.

[jnfern1589]

I've finally got the service checker to 'work' and that says "looks like you might have a problem" ... "check back in 24 hours and if it's still there we'll get you an engineer".

[jnfern1589]

24 hours later, the service status test says "looks like you have an issue and an engineer is already booked" (I haven't knowingly booked one)

Looking at 'my appointments', I have none ...