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tommey
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Message 11 of 772
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Re: Advice please poor signal and slow speeds stats inside

Well it looks like someone may have done something, Could someone from Virgin please confirm what has been done please?

 

I ask because it looks like some of the slabs near the front gate have been lifted and now the gate no longer opens more than half way and this gate is shared with my disabled neighbour who can no longer use the gate to get in and out of the property......

 

Stats from today before I reset the pre and post error counts 

 

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
 
Locked1267000000 Hz256 QAM5.0 dBmV 37.6 dB123265955
Locked2275000000 Hz256 QAM5.0 dBmV 37.9 dB57139180788
Locked3283000000 Hz256 QAM4.8 dBmV 37.6 dB457337337854520
Locked4291000000 Hz256 QAM4.7 dBmV 37.1 dB144088989918
Locked5299000000 Hz256 QAM5.0 dBmV 37.6 dB19348356752752
Locked6307000000 Hz256 QAM5.0 dBmV 37.9 dB1390552784926987
Locked7315000000 Hz256 QAM4.9 dBmV 37.9 dB683486511035715
Locked8323000000 Hz256 QAM5.1 dBmV 38.3 dB12657579

 

 

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
 

Locked
6137600000 HzATDMA41.5 dBmV16QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked6324400000 HzATDMA39.8 dBmV16QAM6400000 Hz5120 Ksym/sec

 

This is the best I have seen the stats for a few weeks now so clearly something has been done outside the property so I would like to say thank you.

 

I will keep an eye on it over the next few days


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 350

- AREA 04 First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - Review 08/08/18 - Review 12/09/18 - Review 05/12/18 - F004670584 << ALMOST 4 YEARS!!! 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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tommey
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Message 12 of 772
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Re: Advice please poor signal and slow speeds stats inside


Well this is what I am seeing today Jan 2nd 2015 :/

DATE            TIME  SPEED
1st Jan, 2015 00:00 142.61
1st Jan, 2015 01:00 149.29
1st Jan, 2015 02:00 150.44
1st Jan, 2015 03:00 158.51
1st Jan, 2015 04:00 149.03
1st Jan, 2015 05:00 159.75
1st Jan, 2015 06:00 161.23
1st Jan, 2015 07:00 160.34
1st Jan, 2015 08:00 160.48
1st Jan, 2015 09:00 153.06
1st Jan, 2015 10:00 150.93
1st Jan, 2015 11:00 37.81
1st Jan, 2015 12:00 105.13
1st Jan, 2015 13:00 36.31
1st Jan, 2015 14:00 59.77
1st Jan, 2015 15:00 30.93
1st Jan, 2015 16:00 91.92
1st Jan, 2015 17:00 39.39
1st Jan, 2015 18:00 17.03
1st Jan, 2015 19:00 117.28
1st Jan, 2015 20:00 52.35
1st Jan, 2015 21:00 63.97
1st Jan, 2015 22:00 26.34
1st Jan, 2015 23:00 82.53
2nd Jan, 2015 00:00 86.64
2nd Jan, 2015 01:00 77.93
2nd Jan, 2015 02:00 151.83
2nd Jan, 2015 03:00 44.52
2nd Jan, 2015 04:00 156.08
2nd Jan, 2015 05:00 161.18
2nd Jan, 2015 06:00 22.38
2nd Jan, 2015 07:00 146.58
2nd Jan, 2015 08:00 149.42
2nd Jan, 2015 09:00 153.55
2nd Jan, 2015 10:00 106.44
2nd Jan, 2015 11:00 122.17
2nd Jan, 2015 12:00 119.89
2nd Jan, 2015 13:00 119.82
2nd Jan, 2015 14:00 59.24

 

Here are some nice looking graphs (I HOPE VM STAFF CAN SEE THESE)

 

http://imgur.com/a/pvBEa

 

Please let me know if there is somewhere better to host the images.

 

Now here is todays Superhub Stats :/ not looking good are they, not sure whats changed again because everything was!!!!! looking good on the stats just a few days ago.....

 

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
 
Locked1267000000 Hz256 QAM4.5 dBmV 37.4 dB1685377663
Locked2275000000 Hz256 QAM2.6 dBmV 36.8 dB134116950021
Locked3283000000 Hz256 QAM-0.3 dBmV 36.0 dB317413004
Locked4291000000 Hz256 QAM1.1 dBmV 36.2 dB100005759
Locked5299000000 Hz256 QAM3.0 dBmV 37.1 dB191666430340
Locked6307000000 Hz256 QAM3.9 dBmV 37.6 dB17275774967
Locked7315000000 Hz256 QAM4.1 dBmV 37.9 dB683680
Locked8323000000 Hz256 QAM4.6 dBmV 37.9 dB280510

 

 

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
 
Locked6137600000 HzATDMA42.3 dBmV16QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked6324400000 HzATDMA40.3 dBmV16QAM6400000 Hz5120 Ksym/sec

 

Now can someone please tell me if I should be entitled to compensation has when I actually have time to use it the speeds are no where near what I pay for and gaming is lagging due to jitter and packet loss...


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 350

- AREA 04 First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - Review 08/08/18 - Review 12/09/18 - Review 05/12/18 - F004670584 << ALMOST 4 YEARS!!! 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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Forum Team (Retired) Nicola_C
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Message 13 of 772
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Re: Advice please poor signal and slow speeds stats inside

Hello tommey

 

Thank you for the update and sorry the problem persists.

 

I have checked and we show no visit to your property so I wonder if the fault is intermittent in nature and it was a coincidence it resolved for a while?

 

At the moment though it is not looking too good, a large range in power levels and low downstream SNR:

 

VM SUPER HUB 2 Downstream 7 21.8 dB

 

I am unable to see any area issues so the best way forward is to book an engineer for you.

 

I will send you a private message to arrange an appointment, please reply when you have a moment.

 

Thanks Smiley Happy

Nicola

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tommey
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Message 14 of 772
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Re: Advice please poor signal and slow speeds stats inside

Nicola_C

 

Thanks for the pm however I cannot see how or why I should take a day off work and lose around £100 to wait in for an engineer, surely this issue is elsewhere not at my property, would you not be able to remotely access my superhub to do any checks you need to do?

 

thanks


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 350

- AREA 04 First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - Review 08/08/18 - Review 12/09/18 - Review 05/12/18 - F004670584 << ALMOST 4 YEARS!!! 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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Forum Team (Retired) Jen_A
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Message 15 of 772
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Re: Advice please poor signal and slow speeds stats inside

Hi tommey,

 

Hope you don't mind me replying as Nicola isn't in work today.

 

To answer your question the diagnostic tests were run remotely, by Nicola, just prior to her reply to you. This is how she was able to determine that an engineer visit would be required.

I am sorry as I know that taking time off work can be a huge inconvenience but our timeslots are 8am - 12pm or 12pm - 4pm or 4pm - 7pm so a whole day off work shouldn't be necessary.

We also have appointments for Saturday morning/afternoon if weekdays are awkward.

 

My last suggestion would be to ask someone you trust to house-sit for you until the engineer has been.

 

I have just re-tested your connection from here and the downstream SNR seems stable (for now). However, the downstream power levels are as low as -11.4dBmV.

 

This is not something attributable to any network fault and cannot be resolved remotely so please reconsider that appointment.

 

All the best Smiley Happy

 

Jen


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tommey
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Message 16 of 772
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Re: Advice please poor signal and slow speeds stats inside

Hi Jen_A

 

Thank you for your reply I will see what I can do however I have tested everything indoors so external to the property is most likely.

 

Here are todays stats

 

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked1267000000 Hz256 QAM4.7 dBmV 37.6 dB413377
NotLocked  Unknown    
Locked3283000000 Hz256 QAM-1.4 dBmV 33.4 dB141921238
Locked4291000000 Hz256 QAM2.6 dBmV 36.8 dB934926
Locked5299000000 Hz256 QAM4.0 dBmV 37.9 dB285282
Locked6307000000 Hz256 QAM4.4 dBmV 37.9 dB10221017
Locked7315000000 Hz256 QAM4.8 dBmV 38.3 dB322320
Locked8323000000 Hz256 QAM4.7 dBmV 38.3 dB942942

 

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked6137600000 HzATDMA42.8 dBmV16QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked6324400000 HzATDMA41.0 dBmV16QAM6400000 Hz5120 Ksym/sec

 

Has you can see I have lost a channel altogether again and the noise values have totally changed..

 

 

Can I not be moved to a different line at the cabinet to test?

 

Regards James


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 350

- AREA 04 First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - Review 08/08/18 - Review 12/09/18 - Review 05/12/18 - F004670584 << ALMOST 4 YEARS!!! 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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tommey
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Message 17 of 772
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Re: Advice please poor signal and slow speeds stats inside

Not getting any replies to my PM or on this thread Smiley Sad

 

Looking pretty bad today Smiley Mad

 

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked5299000000 Hz256 QAM4.6 dBmV 37.9 dB24840290
NotLocked  Unknown    
Locked2275000000 Hz256 QAM1.7 dBmV 35.6 dB16279065169423
Locked3283000000 Hz256 QAM3.6 dBmV 37.1 dB5124299
Locked4291000000 Hz256 QAM4.1 dBmV 37.4 dB10971008
Locked6307000000 Hz256 QAM4.7 dBmV 37.9 dB394304
Locked7315000000 Hz256 QAM4.9 dBmV 37.9 dB393310
Locked8323000000 Hz256 QAM4.6 dBmV 37.9 dB1063973

 

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked6236800000 HzATDMA43.0 dBmV16QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked6330200000 HzATDMA42.0 dBmV16QAM6400000 Hz5120 Ksym/sec

 

Network Log.

 

Date Time Error Number Error Description
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout
11/01/201520:32:55 GMT84020200Lost MDD Timeout

 

Now I had a quick look today and it appears that when this connection was installed the engineers took the easy option and ran a cable from my neighbours existing line reading posts on-line this can certainly cause varying signal quality, could this be looked at please?

 

Also I did ask if maybe a port/line change at the cabinet may help this also got no reply Smiley Mad

 

Not holding out much hope has I don't even seem to be able to get a reply at the moment to pm's or this thread.

 

Fingers crossed I get a reply this time..


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 350

- AREA 04 First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - Review 08/08/18 - Review 12/09/18 - Review 05/12/18 - F004670584 << ALMOST 4 YEARS!!! 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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Superuser
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Message 18 of 772
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Re: Advice please poor signal and slow speeds stats inside

something is not right - you should not lose one downstream channel - will leave the why's to VM but will flag the thread and hopefully that can get them back a little quicker

____________________

Tony
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Forum Team (Retired) Jen_A
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Message 19 of 772
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Re: Advice please poor signal and slow speeds stats inside

Hi tommey,

 

Really sorry but I can't find your reply to the PM to arrange for an engineer visit to investigate the low downstream power level and the low modem SNR.

 

I know that Nicola sent you the original PM and I responded to your reply. Perhaps your more recent message has gone astray? I'll send you another and then we can get that appointment booked for you.

 

I should also mention that your connection now seems to be on a different CMTS due the recent network restructure so some issues may have been attributable to this.

I'll send a PM in a moment and shall await your reply Smiley Happy

 

Jen

 

Edit: PM sent


Jen
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tommey
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Message 20 of 772
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Re: Advice please poor signal and slow speeds stats inside

Pm replied to hopefully you receive it this time

Now could I get a reply regarding this earlier question please...

Now I had a quick look today and it appears that when this connection was installed the engineers took the easy option and ran a cable from my neighbours existing line reading posts on-line this can certainly cause varying signal quality, could this be looked at please?


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 350

- AREA 04 First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - Review 08/08/18 - Review 12/09/18 - Review 05/12/18 - F004670584 << ALMOST 4 YEARS!!! 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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