on 03-01-2022 00:02
Hi
I took the plunge a couple of weeks back to go from 500mb to the 1Gig line and I have had frequent issues of connection instability and persistent speed variances. I have spoken to the virgin media team on three occasions which results in restarting the router several times with a short uplift in performance, has anyone else had similar issues, if so how did you rectify the problem.
I have seen a few occasions on here where the speed test and stats from the router are asked for so they are provided below, TIA for any help with rectifying this issue.
My last three SamKnows tests are as follows:
Hub 4 |
|
229 | 532 |
156 | 289 |
171 | 384 |
on 03-01-2022 00:02
My downstream and upstream figures are as follows:
3.0 Downstream channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
25 | 330750000 | 13.000000 | 40.366287 | QAM256 | 25 |
1 | 138750000 | 10.900002 | 38.605377 | QAM256 | 1 |
2 | 146750000 | 10.699997 | 38.605377 | QAM256 | 2 |
3 | 154750000 | 10.699997 | 38.983261 | QAM256 | 3 |
4 | 162750000 | 10.699997 | 38.983261 | QAM256 | 4 |
5 | 170750000 | 10.800003 | 38.983261 | QAM256 | 5 |
6 | 178750000 | 10.699997 | 38.605377 | QAM256 | 6 |
7 | 186750000 | 11.099998 | 38.983261 | QAM256 | 7 |
8 | 194750000 | 11.000000 | 38.983261 | QAM256 | 8 |
9 | 202750000 | 10.900002 | 38.605377 | QAM256 | 9 |
10 | 210750000 | 10.599998 | 38.983261 | QAM256 | 10 |
11 | 218750000 | 10.800003 | 38.983261 | QAM256 | 11 |
12 | 226750000 | 11.400002 | 38.983261 | QAM256 | 12 |
13 | 234750000 | 11.800003 | 38.983261 | QAM256 | 13 |
14 | 242750000 | 11.400002 | 40.366287 | QAM256 | 14 |
15 | 250750000 | 10.900002 | 38.983261 | QAM256 | 15 |
16 | 258750000 | 10.199997 | 38.983261 | QAM256 | 16 |
17 | 266750000 | 10.500000 | 38.983261 | QAM256 | 17 |
18 | 274750000 | 11.500000 | 39.397190 | QAM256 | 18 |
19 | 282750000 | 12.199997 | 40.366287 | QAM256 | 19 |
20 | 290750000 | 12.599998 | 40.366287 | QAM256 | 20 |
21 | 298750000 | 13.400002 | 40.366287 | QAM256 | 21 |
22 | 306750000 | 13.699997 | 40.366287 | QAM256 | 22 |
23 | 314750000 | 13.699997 | 40.366287 | QAM256 | 23 |
24 | 322750000 | 13.400002 | 38.983261 | QAM256 | 24 |
26 | 338750000 | 12.000000 | 40.366287 | QAM256 | 26 |
27 | 346750000 | 11.800003 | 40.366287 | QAM256 | 27 |
28 | 354750000 | 12.000000 | 40.366287 | QAM256 | 28 |
29 | 362750000 | 12.099998 | 40.946209 | QAM256 | 29 |
30 | 370750000 | 12.199997 | 40.946209 | QAM256 | 30 |
31 | 378750000 | 11.900002 | 40.366287 | 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 | 38.605377 | 0 | 0 |
2 | Locked | 38.605377 | 0 | 0 |
3 | Locked | 38.983261 | 0 | 0 |
4 | Locked | 38.983261 | 0 | 0 |
5 | Locked | 38.983261 | 0 | 0 |
6 | Locked | 38.605377 | 0 | 0 |
7 | Locked | 38.983261 | 0 | 0 |
8 | Locked | 38.983261 | 0 | 0 |
9 | Locked | 38.605377 | 0 | 0 |
10 | Locked | 38.983261 | 0 | 0 |
11 | Locked | 38.983261 | 0 | 0 |
12 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 38.983261 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 38.983261 | 0 | 0 |
18 | Locked | 39.397190 | 0 | 0 |
19 | Locked | 40.366287 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 40.366287 | 0 | 0 |
24 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 40.366287 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.946209 | 0 | 0 |
30 | Locked | 40.946209 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
3.1 Downstream channels
Channel | Channel Width (MHz) | FFT Type | Number of Active Subcarriers | Modulation (Active Profile) | First Active Subcarrier (Hz) |
35 | 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) |
35 | Locked | 41 | 6.7 | 42079893 | 65634 |
on 03-01-2022 00:02
3.0 Upstream channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200000 | 38.020599 | 5120 KSym/sec | 16QAM | 1 |
2 | 53700000 | 38.020599 | 5120 KSym/sec | 16QAM | 4 |
3 | 32600000 | 38.020599 | 5120 KSym/sec | 16QAM | 3 |
4 | 39400000 | 38.020599 | 5120 KSym/sec | 16QAM | 2 |
3.0 Upstream channels
0 | 0 | 0 | 0 |
General Configuration
Network access | true |
Maximum Number of CPEs | 1 |
Baseline Privacy | true |
DOCSIS Mode | 3.1 |
Config file | cmreg-vmdg640-bbt076-b.cm |
Primary Downstream Service Flow
SFID | 114378 |
Max Traffic Rate | 1230000450 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 114377 |
Max Traffic Rate | 55000270 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | bestEffort |
on 03-01-2022 08:15
Hi @cartledgelj,
Welcome to our Community Forums! Thank you for your first post, and I'm sorry to hear that you've been experiencing some connection and speed issues ever since you upgraded to the 1Gig. We understand that this must be very frustrating for you and we're happy to look into this further.
I was able to locate your account on our systems, and look through your upstream power levels to ensure that they are within spec. Unfortunately, I can see that your downstream power levels are not where they should be. In order to rectify this issue, we would need to arrange for a technician appointment, as we are unable to resolve this problem remotely.
In order to arrange for an appointment, I will need to confirm some details with yourself. I will send you a Private Message which you can access by locating the purple envelope at the top right corner of your Forum page. I will be in touch soon. 🙂
Thank you.
on 03-01-2022 09:44
Hi @cartledgelj,
Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your speed and connection issue – you can check and amend the date and time via your online account.
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.
Thank you.
on 07-01-2022 10:46
I have now had two engineers out in the last few days, the first engineer fixed the issue with the signals, however this has not made any difference. The second engineer has just left and has confirmed that the signals are spot on, however after running, samknows and ookla speed tests the results are still far below guaranteed (420mb on Ookla and 58.6 on samknows).
The engineer today, checked with one of his colleagues and there is a known issue which is still being investigated related to the Hub4 and 1Gig connections at least in the Northwest/Liverpool area, as it is still very early days the CS teams do not know anything about it. But the engineers I spoke to today are going to chase it up with the network team to see if they are any closer to the bottom of the issue.
on 09-01-2022 11:01
Thanks for keeping the thread updated cartledgelj. I've taken a look this morning and as things stand no wider area faults have been raised - however this can take some time.
I can see the hub has been swapped and the power levels do look much better, there are very minimal signs of congestion but nothing close to what we'd need to see to get this raised at the moment.
Please let us know when you've heard back from the engineer - and in the meantime keep your thread updated with network logs/bqm results to try and help us identify what might be causing this now the hub has been swapped.
Tom
on 09-01-2022 16:14
I'm not sure how you can see that the hub has been swapped because it hasnt, the engineer that attended did not have a hub 4 never mind the hub 5 which was supposedly ordered.
09-01-2022 20:51 - edited 09-01-2022 20:51
@Tom_F wrote:Thanks for keeping the thread updated cartledgelj. I've taken a look this morning and as things stand no wider area faults have been raised - however this can take some time.
I can see the hub has been swapped and the power levels do look much better, there are very minimal signs of congestion but nothing close to what we'd need to see to get this raised at the moment.
Please let us know when you've heard back from the engineer - and in the meantime keep your thread updated with network logs/bqm results to try and help us identify what might be causing this now the hub has been swapped.
Tom
The QAM level on the upstream channels indicates an issue, that hasn't been mentioned as yet (Should be 64):
3.0 Upstream channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200000 | 38.020599 | 5120 KSym/sec | 16QAM | 1 |
2 | 53700000 | 38.020599 | 5120 KSym/sec | 16QAM | 4 |
3 | 32600000 | 38.020599 | 5120 KSym/sec | 16QAM | 3 |
4 | 39400000 | 38.020599 | 5120 KSym/sec | 16QAM | 2 |
on 17-01-2022 22:35
Hi,
So another update after a third technician came to visit the issue is believed to be between the cabinet and the house, a new cable run is scheduled for 1st Feb. I am unsure why this was not picked up by the first or second engineer or even if this new cable will rectify the issue. Fingers crossed and watch this space.