on 24-05-2022 20:06
Connection is normally rock solid but today at approx 11 am I had a disconnection and since then speeds are so erratic. Ranging from 4 maps to 45 mbps. (Package is 100 mbps)
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 283000000 | -16.3 | 33 | 256 qam | 19 |
2 | 139000000 | -15.3 | 33 | 256 qam | 1 |
3 | 147000000 | -12.7 | 35 | 256 qam | 2 |
4 | 155000000 | -14.2 | 34 | 256 qam | 3 |
5 | 163000000 | -15.9 | 33 | 256 qam | 4 |
6 | 171000000 | -15.3 | 33 | 256 qam | 5 |
7 | 179000000 | -14.5 | 33 | 256 qam | 6 |
8 | 187000000 | -14.7 | 33 | 256 qam | 7 |
9 | 195000000 | -15.2 | 34 | 256 qam | 8 |
10 | 203000000 | -15 | 35 | 256 qam | 9 |
11 | 211000000 | -14.3 | 35 | 256 qam | 10 |
12 | 219000000 | -14.8 | 33 | 256 qam | 11 |
13 | 227000000 | -16.3 | 33 | 256 qam | 12 |
14 | 235000000 | -17.3 | 33 | 256 qam | 13 |
15 | 243000000 | -16.9 | 33 | 256 qam | 14 |
16 | 251000000 | -13.5 | 35 | 256 qam | 15 |
17 | 259000000 | -12.2 | 36 | 256 qam | 16 |
18 | 267000000 | -13.8 | 34 | 256 qam | 17 |
19 | 275000000 | -15.8 | 33 | 256 qam | 18 |
20 | 291000000 | -15 | 34 | 256 qam | 20 |
21 | 299000000 | -12.2 | 35 | 256 qam | 21 |
22 | 307000000 | -10.7 | 37 | 256 qam | 22 |
23 | 315000000 | -12.7 | 35 | 256 qam | 23 |
24 | 323000000 | -14.9 | 34 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 33.9 | 1402223 | 0 |
2 | Locked | 33.3 | 3504228 | 2387 |
3 | Locked | 35 | 3127762 | 122 |
4 | Locked | 34.3 | 3174584 | 187 |
5 | Locked | 33.8 | 3260559 | 603 |
6 | Locked | 33.9 | 1105406 | 5061028 |
7 | Locked | 33.9 | 288848 | 2715641 |
8 | Locked | 33.9 | 319071 | 2058582 |
9 | Locked | 34.3 | 2601552 | 3 |
10 | Locked | 35 | 2240636 | 0 |
11 | Locked | 35 | 1979252 | 0 |
12 | Locked | 33.9 | 2019392 | 0 |
13 | Locked | 33 | 2226833 | 0 |
14 | Locked | 33 | 2869375 | 88 |
15 | Locked | 33.3 | 2750127 | 67 |
16 | Locked | 35 | 1802408 | 0 |
17 | Locked | 36.6 | 1663032 | 0 |
18 | Locked | 34.9 | 1660334 | 0 |
19 | Locked | 33.8 | 1543896 | 0 |
20 | Locked | 34.9 | 1304782 | 0 |
21 | Locked | 35.5 | 3306469 | 35852 |
22 | Locked | 37.3 | 2680330 | 195 |
23 | Locked | 35.5 | 743964 | 0 |
24 | Locked | 34.4 | 734693 | 0 |
Answered! Go to Answer
on 25-05-2022 11:59
Hi @Malice_swd
Thanks for joining us on PM. Just to update the thread, the engineer visit was booked in. This can be tracked, viewed and cancelled if needed, in your online account - virg.in/myVM
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
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 24-05-2022 20:14
Are those speeds over wireless or Ethernet-cabled connection? VM only guarantee hard-wired speeds not WiFi, if so.
Do you have a link to a live BQM? That's an excellent way of monitoring all broadband connections 24/7
https://www.thinkbroadband.com/broadband/monitoring/quality/list
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on 24-05-2022 20:29
on 24-05-2022 22:00
It's wired connections via the deco mesh wifi router which is hard wired to the superhub.
I had to add the mesh as the virgin wifi just couldn't handle the amount of devices with smart tvs, voice assistant's etc..
I'll look into the BQM, I do have a Sam knows testing box (was an early adopter to that one), but I've just discovered that's not reporting despite being connected.. So I have that to troubleshoot as well.
on 24-05-2022 22:03
I looked through the status pages etc and found nothing, I did run the self test via the Web and that did indicate there may be an issue but all it said was wait 24 hours and get in touch if it's no better.. thats not great when you're trying to work from home lol
I'll give that number a try and see if that gives anymore clues.
Thanks for the advice guys it's really helpful 👍
on 25-05-2022 09:44
Quick update as of this morning....
A reboot of the router and things seem better but still not great, I've set up the BMQ and will monitor as it gains more data.
used the https://care.virginmedia.com/care/check-services test an i'm getting the following response
The Router is now showing
on 25-05-2022 09:51
So Update after a reboot the speeds i'm getting are still erratic:
The updated connection stats:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 283000000 | -16.4 | 33 | 256 qam | 19 |
2 | 139000000 | -15.5 | 33 | 256 qam | 1 |
3 | 147000000 | -12.7 | 34 | 256 qam | 2 |
4 | 155000000 | -14.3 | 34 | 256 qam | 3 |
5 | 163000000 | -16 | 33 | 256 qam | 4 |
6 | 171000000 | -15.5 | 33 | 256 qam | 5 |
7 | 179000000 | -14.5 | 34 | 256 qam | 6 |
8 | 187000000 | -14.8 | 34 | 256 qam | 7 |
9 | 195000000 | -15.4 | 34 | 256 qam | 8 |
10 | 203000000 | -15.3 | 34 | 256 qam | 9 |
11 | 211000000 | -14.5 | 34 | 256 qam | 10 |
12 | 219000000 | -15 | 33 | 256 qam | 11 |
13 | 227000000 | -16.4 | 32 | 256 qam | 12 |
14 | 235000000 | -17.4 | 32 | 256 qam | 13 |
15 | 243000000 | -17 | 33 | 256 qam | 14 |
16 | 251000000 | -13.8 | 34 | 256 qam | 15 |
17 | 259000000 | -12.4 | 36 | 256 qam | 16 |
18 | 267000000 | -14 | 35 | 256 qam | 17 |
19 | 275000000 | -16 | 33 | 256 qam | 18 |
20 | 291000000 | -15.2 | 34 | 256 qam | 20 |
21 | 299000000 | -12.5 | 35 | 256 qam | 21 |
22 | 307000000 | -11 | 36 | 256 qam | 22 |
23 | 315000000 | -13 | 35 | 256 qam | 23 |
24 | 323000000 | -15 | 34 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 33.8 | 349628 | 0 |
2 | Locked | 33.3 | 829444 | 459 |
3 | Locked | 34.9 | 767539 | 142 |
4 | Locked | 34.2 | 113043 | 783813 |
5 | Locked | 33.3 | 125774 | 1011260 |
6 | Locked | 33.8 | 309178 | 1177267 |
7 | Locked | 34.3 | 643826 | 2 |
8 | Locked | 34.2 | 624461 | 0 |
9 | Locked | 34.3 | 587378 | 1 |
10 | Locked | 34.9 | 516851 | 1 |
11 | Locked | 34.9 | 479095 | 0 |
12 | Locked | 33.8 | 602052 | 4 |
13 | Locked | 32.9 | 720464 | 70 |
14 | Locked | 32.9 | 722334 | 65 |
15 | Locked | 33 | 675221 | 68 |
16 | Locked | 34.9 | 463299 | 0 |
17 | Locked | 36.3 | 509214 | 1 |
18 | Locked | 35 | 744586 | 124836 |
19 | Locked | 33.8 | 761858 | 2813 |
20 | Locked | 34.9 | 236740 | 0 |
21 | Locked | 35.7 | 173400 | 0 |
22 | Locked | 36.6 | 145533 | 0 |
23 | Locked | 35.5 | 170290 | 0 |
24 | Locked | 34.3 | 167359 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 57 | 5120 | 64 qam | 2 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
on 25-05-2022 09:52
Time Priority Description
25/05/2022 08:50:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:50:42 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:50:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:50:22 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:50:17 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:50:17 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:49:54 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:49:52 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:47:47 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:47:46 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:47:28 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:47:28 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:46:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:46:22 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:25:36 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:25:35 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:24:12 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:24:12 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:24:0 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/05/2022 08:24:0 | Warning! | Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 25-05-2022 11:31
Hi Malice_swd
Thanks for posting and welcome to the community. I am sorry to hear of the broadband issues.
I've done some system checks here and all your downstream are out of spec. You have only 1 upstream channel showing and this too is out of spec. I'll send you a PM now as this requires a technician visit to the property.
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
on 25-05-2022 11:59
Hi @Malice_swd
Thanks for joining us on PM. Just to update the thread, the engineer visit was booked in. This can be tracked, viewed and cancelled if needed, in your online account - virg.in/myVM
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
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill