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cartledgelj
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1Gig less reliable than 500mb

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

 

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cartledgelj
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Re: 1Gig less reliable than 500mb

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

 

 

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cartledgelj
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Re: 1Gig less reliable than 500mb

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

 

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Paulina_Z
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Message 4 of 23
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Re: 1Gig less reliable than 500mb

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
Forum Team



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Paulina_Z
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Re: 1Gig less reliable than 500mb

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.

Paulina_Z
Forum Team



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cartledgelj
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Message 6 of 23
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Re: 1Gig less reliable than 500mb

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.

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Tom_F
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Message 7 of 23
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Re: 1Gig less reliable than 500mb

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 

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cartledgelj
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Re: 1Gig less reliable than 500mb

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.

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carl_pearce
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Message 9 of 23
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Re: 1Gig less reliable than 500mb


@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
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Re: 1Gig less reliable than 500mb

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.

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