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phil245
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350mbps broadband problems

since upgrading to 350mbps broadband i have never ever been able to get those kinds of speeds.

it will go between 69mbps to 200mbps if im lucky.Ive had speed boosters sent out which had no effect on the problem whatsoever.

Ive done countless checks and restarts on the hub including pin hole to no avail.

The fact is really that with the current corona issues the virgin network is overloaded and cant handle the amount of people at home now.

dont bother to try and contact them as live chat or any form of email will go unanswered.And yes i appreciate that there are fewer call centres open currently.but your very on the ball when it comes to signing new customers up and will bend over backwards for them.

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

1186750000-1.538256 qam7
2194750000-1.538256 qam8
3202750000-1.238256 qam9
4210750000-138256 qam10
5218750000-0.938256 qam11
6226750000-0.938256 qam12
7234750000-0.738256 qam13
8242750000-0.738256 qam14
9250750000-0.740256 qam15
10258750000-0.738256 qam16
11266750000-0.738256 qam17
12274750000-0.940256 qam18
13282750000-0.538256 qam19
14290750000-0.240256 qam20
15298750000038256 qam21
16306750000-0.239256 qam22
17314750000-0.538256 qam23
18322750000-0.538256 qam24
19402750000-1.238256 qam25
20410750000-1.238256 qam26
21418750000-1.538256 qam27
22426750000-1.438256 qam28
23434750000-1.538256 qam29
24442750000-1.438256 qam30



Downstream bonded channels

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

1Locked38.64426
2Locked38.96529
3Locked38.64126
4Locked38.93228
5Locked38.62323
6Locked38.92627
7Locked38.92527
8Locked38.92226
9Locked40.91826
10Locked38.93010
11Locked38.62212
12Locked40.32512
13Locked38.93010
14Locked40.32513
15Locked38.93012
16Locked39.84013
17Locked38.94612
18Locked38.92735
19Locked38.91613
20Locked38.62613
21Locked38.91812
22Locked38.9510
23Locked38.93244
24Locked38.61816

 

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Anonymous
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Message 2 of 10
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Re: 350mbps broadband problems

Could you post your 'Upstream' tab data as well please?

Andrew-G
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Re: 350mbps broadband problems

Power and noise levels are OK, but the ratio of pre-RS and Post-RS errors makes me suspicious that you have a noisy line.  Could you post the Upstream data and the Network log?  Those may show something instructive.  And I suggest you set up a Broadband Quality Monitor.  That'll take 24 hours before the data is properly readable, but with more data and a BQM plot there's a good chance we can identify something of what's going wrong.

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phil245
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Re: 350mbps broadband problems

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

1394000004.925512064 qam2
2462000005512064 qam1
3326000004.85512064 qam3
4537000005.05512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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phil245
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Re: 350mbps broadband problems

21/07/2020 22:54:15ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 14:15:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 11:03:53ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 10:08:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 10:05:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2020 03:30:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2020 20:14:29ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 17:18:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 09:56:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 03:57:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 14:31:50ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2020 15:18:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2020 19:20:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 02:11:57ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2020 22:43:42ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 22:34:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 18:00:22ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/07/2020 19:23:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 06:55:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2020 05:29:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Anonymous
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Message 6 of 10
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Re: 350mbps broadband problems

Your upstream powers levels are quite high, mine for reference:

Upstream bonded channels

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

1602999883.9512064 qam1
2394000243.6512064 qam4
3462000073.65512064 qam3
4537000263.75512064 qam2

 

High power levels could cause you problems.

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Andrew-G
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Message 7 of 10
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Re: 350mbps broadband problems

That's correct, but they're only just creeping out of tolerance. The cause of high-ish power levels is often upstream noise.  The network log has a little too many errors for comfort, but isn't the disaster that affects some customers, nor conclusive of a faulty connection or disruption on the upstream, so I'm hoping that the BQM will shed a little more light.  

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phil245
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Re: 350mbps broadband problems

Screenshot (13).png

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Emily_G
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Re: 350mbps broadband problems

Thanks for the post Phil245.

 

Due to the power level errors pointed out by our helpful community I've booked an appointment using the forum information.

 

This is booked for Wednesday between 12pm and 4pm, if you need to reschedule this you can do so on your online account here.

 

Thanks, Emily.

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phil245
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Re: 350mbps broadband problems

thanks emily he came yesterday and put new wiring in box on side of house and adjusted the signal speed in the main hub box.

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