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BooTooo
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1GB fiber connection upgrade on Friday 8th of January 2021 and terrible performance since

Hello all,

I am in Area 20 (Kent near Bromley) and upgraded to the Virgin 1Gb Fiber connextion last Friday as I was tired of poor downloading speeds experienced with my 200M connexion since the beginning of the confinement.

I also received in late 2020 a message from Virgin indicating that all network upgrade work had been completed in my area (that was one of the main cause of past poor performance according to Virgin support team)...

Find below the result of this upgrade (between 20 to 40% of packets loss...)

Today is the worst with TEAMS and virtual sessions with my work not working at all (permanent lag and disconnexion...).

Virgin support team please help me understand what is going on as according to your website, your network is working without any trouble.

a634f9102ac56d1546a6f8b7c03ef261953c1b81.png

Thank you in advance as currently, the situation in unbearable...

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MikeRobbo
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Alessandro Volta
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Message 2 of 6
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Re: 1GB fiber connection upgrade on Friday 8th of January 2021 and terrible performance since

Please do this before posting the Hub Data

If possible can you set up a Broadband Quality Monitor (BQM) 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 should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 6
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Re: 1GB fiber connection upgrade on Friday 8th of January 2021 and terrible performance since

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen shots.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: 1GB fiber connection upgrade on Friday 8th of January 2021 and terrible performance since

Possibly a waste of time but what speeds do you get at >> Sam Knows Real Speed << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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BooTooo
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Re: 1GB fiber connection upgrade on Friday 8th of January 2021 and terrible performance since

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

30402750000-0.838.6QAM25630
11387500000.236.4QAM2561
2146750000036.6QAM2562
3154750000-0.536.6QAM2563
4162750000-1.336.4QAM2564
5170750000-0.336.6QAM2565
6178750000-0.137.4QAM2566
7186750000036.6QAM2567
8194750000-0.236.6QAM2568
9202750000-0.137.4QAM2569
10210750000-0.337.4QAM25610
11218750000-0.237.6QAM25611
12226750000-0.137.4QAM25612
13234750000-0.137.6QAM25613
14242750000-0.337.6QAM25614
15250750000-0.537.4QAM25615
16258750000-0.637.4QAM25616
17266750000-0.437.4QAM25617
182747500000.137.6QAM25618
192827500000.237.4QAM25619
20290750000037.6QAM25620
21298750000-0.437.6QAM25621
22306750000-0.337.6QAM25622
23314750000-0.237.6QAM25623
243227500000.237.6QAM25624
25330750000037.6QAM25625
26370750000-0.637.6QAM25626
27378750000-0.837.6QAM25627
28386750000-0.938.6QAM25628
29394750000-0.938.6QAM25629
31410750000-0.838.6QAM25631

 

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

30Locked38.60537700
1Locked36.38689000
2Locked36.60965300
3Locked36.60965300
4Locked36.38689000
5Locked36.60965300
6Locked37.35598800
7Locked36.60965300
8Locked36.60965300
9Locked37.35598800
10Locked37.35598800
11Locked37.63627600
12Locked37.35598800
13Locked37.63627600
14Locked37.63627600
15Locked37.35598800
16Locked37.35598800
17Locked37.35598800
18Locked37.63627600
19Locked37.35598800
20Locked37.63627600
21Locked37.63627600
22Locked37.63627600
23Locked37.63627600
24Locked37.63627600
25Locked37.63627600
26Locked37.63627600
27Locked37.63627600
28Locked38.60537700
29Locked38.60537700
31Locked38.60537700

 

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

159864K1680QAM1024424

 

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

159Locked410.3744870390
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BooTooo
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Message 6 of 6
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Re: 1GB fiber connection upgrade on Friday 8th of January 2021 and terrible performance since

The connection spped is now back to normal. It must have been a big networok problem on virgin side but without any public notifications...

Here is a copy of the new test I ran.

Screenshot (4).png

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