Virgin Media Community

[cartledgelj]

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	Computer
229	532
156	289
171	384

[cartledgelj]

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

[cartledgelj]

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

[Paulina_Z]

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.

[Paulina_Z]

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.

[cartledgelj]

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.

[Tom_F]

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 

[cartledgelj]

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.

[carl_pearce]

---

@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

[cartledgelj]

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.