Virgin Media Community

[Paulina_Z]

Hi @cartledgelj,

Thank you for coming back to us publicly with an update on your ongoing issue.

Please keep us updated on any further information you receive and we will be more than happy to help further if needed. You can still reach out to us for any further assistance during this period.

Thank you! 🙂

[deedawgg]

I am having the exact same issue. Supposed to be getting 1gb but I'm getting nowhere near it compared to when I had 600mb Internet. My WiFi has been awful. Ethernet connection hasn't been great either. I work from home and I'm a twitch streamer so I need this sorted ASAP 

[Molly_T]

Hi deedawgg, 

Sorry to hear you are also experiencing speed issues. 

Having looked on our systems, I can see that the speeds coming into your hub look good - Averaging 1145 Upload in the last week, and 1142 in the last month. Average upload is 52 this week and 51.8 this month. 

There are no upstream or downstream signal level issues that are causing any issues to the signal coming into your hub either. 

Are you able to post your hub status and logs? Here are some instructions on how to do so:

• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
Also, set up a 'Broadband Quality Monitor' (BQM). This will monitor the state of your connection and record any network dropouts etc https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum

Let us know how things are getting on! All the best. 

[deedawgg]

 

 

 

 

 

 

  

[deedawgg]

Retested wifi again today. Once again not even 50% so im not sure where your figures are coming from.

 

[carl_pearce]

---

@deedawgg wrote:

Retested wifi again today. Once again not even 50% so im not sure where your figures are coming from.

 

---

That's a wireless device, probably a mobile, so expected speeds.

[cartledgelj]

So then the cable replacement day has arrived, appointment scheduled 1 - 6pm, engineers arrived at 10, not even a courteous knock to say they have arrived etc. replaced the cable and the results are as follows, 

3.0 Upstream channels

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

1	53700000	42.770599	5120 KSym/sec	16QAM	4
2	46200000	42.520599	5120 KSym/sec	16QAM	1
3	32600000	42.770599	5120 KSym/sec	16QAM	3
4	39400000	42.520599	5120 KSym/sec	16QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	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

So the upstream QAM still remains at 16 instead of 64.

[cartledgelj]

3.0 Downstream channels

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

24	322750000	4.300003	36.609653	QAM256	24
4	162750000	-0.099998	34.483570	QAM256	4
5	170750000	-0.099998	34.483570	QAM256	5
6	178750000	0.099998	34.345688	QAM256	6
7	186750000	0.400002	34.483570	QAM256	7
8	194750000	0.599998	34.925610	QAM256	8
9	202750000	0.500000	34.773209	QAM256	9
10	210750000	0.400002	34.925610	QAM256	10
11	218750000	0.700001	35.083549	QAM256	11
12	226750000	1.299999	35.595078	QAM256	12
13	234750000	1.900002	35.779911	QAM256	13
14	242750000	1.500000	35.779911	QAM256	14
15	250750000	1.200001	35.083549	QAM256	15
16	258750000	0.200001	34.925610	QAM256	16
17	266750000	0.700001	35.083549	QAM256	17
18	274750000	2.400002	35.779911	QAM256	18
19	282750000	3.099998	36.386890	QAM256	19
20	290750000	3.700001	36.386890	QAM256	20
21	298750000	4.300003	36.609653	QAM256	21
22	306750000	4.500000	36.609653	QAM256	22
23	314750000	4.400002	37.355988	QAM256	23
25	330750000	4.099998	36.386890	QAM256	25
26	338750000	3.299999	36.386890	QAM256	26
27	346750000	3.500000	36.386890	QAM256	27
28	354750000	3.700001	36.609653	QAM256	28
29	362750000	4.000000	36.609653	QAM256	29
30	370750000	4.400002	36.609653	QAM256	30
31	378750000	4.000000	36.609653	QAM256	31
32	386750000	3.900002	36.609653	QAM256	32
33	394750000	3.299999	36.386890	QAM256	33
34	402750000	2.000000	35.595078	QAM256	34

3.0 Downstream channels

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

24	Locked	36.609653	193262	0
4	Locked	34.483570	5148871	0
5	Locked	34.483570	4985046	0
6	Locked	34.345688	4506618	0
7	Locked	34.483570	3656838	0
8	Locked	34.925610	3602225	0
9	Locked	34.773209	3647293	0
10	Locked	34.925610	3810915	0
11	Locked	35.083549	3446398	0
12	Locked	35.595078	1804640	0
13	Locked	35.779911	1159836	0
14	Locked	35.779911	1448475	0
15	Locked	35.083549	2185936	0
16	Locked	34.925610	3846980	0
17	Locked	35.083549	2826035	0
18	Locked	35.779911	1077546	0
19	Locked	36.386890	737647	0
20	Locked	36.386890	550776	0
21	Locked	36.609653	377131	0
22	Locked	36.609653	225338	0
23	Locked	37.355988	188635	0
25	Locked	36.386890	278142	0
26	Locked	36.386890	679947	0
27	Locked	36.386890	560816	0
28	Locked	36.609653	426835	0
29	Locked	36.609653	357845	0
30	Locked	36.609653	283665	0
31	Locked	36.609653	355226	0
32	Locked	36.609653	320836	0
33	Locked	36.386890	570964	0
34	Locked	35.595078	1662280	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

37

4.2

4642742

5890

[Kath_F]

Hi cartledgelj, 

Thanks for coming back to us and letting us know the new cable has been sorted for you now. 

Since then, how is your connection looking? 

Have you noticed any improvement at all? 

Pop back and let us know. 

Thanks, 

[cartledgelj]

Hi Kath_F

No improvement in the download speed, the upload speed has not been a problem. 

I am unable to run a test on samknows as it cannot detect a router and the ping to thinkbroadband is as follows:

Yesterday/Today

Wednesday 3rd