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Disconnects and low Upload speed.

StealthDavid
Joining in

Hi just wanted to have someone check on my connection had major issues last year that was sorted with a Hub 5. However the last few months I've been getting disconnected every few days and my upload speed is around 23Mbs when it should be 100Mbs.

Would appreciate if someone could look into my connection and get back to me or book an engineer if needed please?

 

3.0 Upstream channels

 

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

0 49600000 48 5120 QAM 64 9

1 43100000 47.8 5120 QAM 64 10

2 36600000 47.8 5120 QAM 64 11

3 30100000 47.5 5120 QAM 64 12

4 23600000 47.5 5120 QAM 64 13

3.0 Upstream channels

 

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0 ATDMA 0 5 18 0

1 ATDMA 0 5 18 1

2 ATDMA 0 5 25 0

3 ATDMA 0 5 18 0

4 ATDMA 0 5 18 0

3.1 Upstream channels

 

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14 10 41.5 2K QAM 256

3.1 Upstream channels

 

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14 OFDMA 200 74000000 32 2

 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000008.140QAM 25625
21390000005.438QAM 2561
31470000005.338QAM 2562
41550000005.238QAM 2563
51630000005.438QAM 2564
61710000005.539QAM 2565
71790000005.439QAM 2566
81870000005.238QAM 2567
91950000005.539QAM 2568
102030000005.639QAM 2569
112110000006.139QAM 25610
122190000006.139QAM 25611
132270000005.939QAM 25612
142350000005.739QAM 25613
152430000005.239QAM 25614
162510000004.238QAM 25615
17259000000539QAM 25616
18267000000639QAM 25617
192750000006.739QAM 25618
20283000000740QAM 25619
212910000007.340QAM 25620
222990000007.440QAM 25621
233070000007.640QAM 25622
243150000007.740QAM 25623
25323000000840QAM 25624
263390000008.440QAM 25626
273470000008.840QAM 25627
283550000009.240QAM 25628
293630000009.640QAM 25629
303710000009.440QAM 25630
313790000008.740QAM 25631

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40115
2Locked38215
3Locked381344
4Locked388121
5Locked38421
6Locked39522
7Locked393621
8Locked382021
9Locked39423
10Locked39426
11Locked391425
12Locked39421
13Locked39443
14Locked39821
15Locked392423
16Locked382721
17Locked391222
18Locked39522
19Locked39624
20Locked40422
21Locked40635
22Locked40322
23Locked40557
24Locked40422
25Locked40522
26Locked4000
27Locked4010
28Locked4010
29Locked4000
30Locked4000
31Locked4000

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked4211.03327578855101
 
 

 

 

6 REPLIES 6

Client62
Legend

With only 5x 3.0 DOCSIS Upstream channels, reaching 104Mb/s is at the limits of what might be possible.

Check the VM Hub's Configuration Tab,
does it show the Upstream Max Traffic Rate as being set at 55 Mb/s or 110Mb/s.


Use the link below to speed test the Hub...

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see Upload speed / Jitter  / Latency / Packet loss.

Do share a screen shot of the results.

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
Allowed
1
Enabled
3.1
d;kfoA,.iyewrkldJKDHSUBsg

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
44
1200000450 bps
42600bytes
0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
43
110000274 bps
42600bytes
0 bps
42600bytes
Best Effort

Thanks for the response did that help you? As for the speedtest that link wouldn't work I will try on PC later on but here is one from fast.com. I definitely should be on the 100Mbs package. 

Screenshot_20231101_205200_FAST.jpg

16988720012522306970180609055370.jpg

 the second photo is a wired connection through an Xbox Series X use to always be like 98Mbs till last month and the drops started.

Hi @StealthDavid 👋

Welcome to our Community Forums and thanks for your post. 

Sorry to hear you've been experiencing issues with your service. 

I have ran some tests for you and our system has identified a short-term connectivity issue which may cause intermittent or performance related issues with your connection.

In the vast majority of cases, these types of issues are resolved after 24 hours.

We haven't identified any other issues that would impact your connection and we believe that it'll only be a very short term issue and your connection will return to normal very soon.

Our network can sometimes be susceptible to the occasional blip. These can be caused be network fixes happening in the area or new customers being installed. 

In the meantime, please can you check that all the white cables are connected securely to the Hub, any TV boxes, splitters and the wall socket.

Please monitor your connection and if the issue persists after 24 hours, let me know and we will arrange a technician visit.

Thanks

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Gave it a bit longer than you said unfortunately still bad had two hard crashes today alone. If you can't see anything that will get sorted on your end then I guess we'll have to do technician?

Hi StealthDavid, 

Thanks for coming back and updating us on this. 

Checking things today, it looks as though the hub is having some issues. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi StealthDavid,

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, 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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs