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Message 1 of 13
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Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

Virgin media in our area was down today from about 8:30 AM to about 3:30 PM, the automated phone service said this was for work in our local area.  Since it came back up, the *UPLOAD* speed has been fine, but the download speed has been less than a meg - speedtest site average about 0.5-0.8 on tests.

Have tried switching Hub 3 off, physically unplugging it, leaving it 10 minutes, plugging it back in and switching it back on, no difference.  Wired connections.  Every device the same.  Seems to be an issue with whatever was down in our area.

Checked with next door neighbour who has same internet - exact same issue.

The callcentre is fully closed - no way to call anyone at all - just an automated message telling you to visit the faults page, then it hangs up on you.  Website fault link just tells you to reboot and check your wifi connection and otherwise to call and gives the number to call.  Stuck in a loop.  There's no way to contact anyone at all right now.

Please help?

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Message 2 of 13
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Re: Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 13
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Re: Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

Here's the Broadband Quality Monitor (BQM) link, it only just started going (I think/hope - no idea what that is about!);

https://www.thinkbroadband.com/broadband/monitoring/quality/share/135043fb771b92a7cf1f21ff2df576c73a...

Here's the contents of the power level pages, each in turn, starting with downstream;

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 -20.2 27 256 qam 25
2 251000000 -23.4 25 256 qam 0
3 259000000 -23.2 25 256 qam 0
4 267000000 -22.8 26 256 qam 0
5 275000000 -22.3 26 256 qam 18
6 283000000 -21.5 26 256 qam 19
7 291000000 -21.2 27 256 qam 20
8 299000000 -20.5 27 256 qam 21
9 307000000 -20.4 27 256 qam 22
10 315000000 -20 27 256 qam 23
11 323000000 -20.2 27 256 qam 24
12 371000000 -20.2 27 256 qam 26
13 379000000 -19.9 27 256 qam 27
14 387000000 -19.4 28 256 qam 28
15 395000000 -19.3 28 256 qam 29
16 403000000 -18.5 28 256 qam 30
17 411000000 -18.4 28 256 qam 31
18 419000000 -18 29 256 qam 32
19 427000000 -17.9 29 256 qam 33
20 435000000 -17.8 29 256 qam 34
21 443000000 -17.5 30 256 qam 35
22 451000000 -17 30 256 qam 36
23 459000000 -17.5 30 256 qam 37
24 467000000 -17.2 30 256 qam 38
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 27.4 131357382 3263140
2 Locked 25.6 47722 123206046
3 Locked 25.8 499800 133504579
4 Locked 26.1 8177959 125826001
5 Locked 26.4 36159647 87101106
6 Locked 26.8 100985407 32974539
7 Locked 27.1 119672394 14175779
8 Locked 27.2 125372244 8321635
9 Locked 27.4 131123531 1636813
10 Locked 27.6 131266646 896075
11 Locked 27.4 130472686 2671196
12 Locked 27.8 130398642 317120
13 Locked 27.9 126992970 60053
14 Locked 28.4 109626980 11029
15 Locked 28.4 109670155 14344
16 Locked 28.9 90531536 2092
17 Locked 28.9 91379656 598
18 Locked 29.3 64054671 565
19 Locked 29.6 51016487 613
20 Locked 29.8 38327835 445
21 Locked 30 33108536 252
22 Locked 30.3 20535108 228
23 Locked 30.2 24494292 300
24 Locked 30.6 15501987 557


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400012 4.325 5120 64 qam 4
2 46200014 4.325 5120 64 qam 3
3 53699966 4.475 5120 64 qam 2
4 60300012 4.575 5120 64 qam 1
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0
0

Network Log
Time Priority Description
20/10/2020 18:41:40 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:41:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:39:36 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:39:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:37:40 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:37:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:29:25 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:29:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:25:42 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:25:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:16:58 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:16:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:16:38 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:16:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:15:52 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:15:44 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:15:42 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:09:16 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 18:05:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 17:50:51 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;



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Message 4 of 13
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Re: Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

Your Downstream Power Levels are far too low and will require an engineer to put them right.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 5 of 13
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Re: Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

Thanks for the reply.  I have a "Forward Path Attenuator" - purple - labelled at 6 db - would removing that from the line going into the modem help at all, or make things worse, or make no difference?  I vaguely recall an engineer fitted it years ago as he said because we are SO CLOSE to the green cabinet (it's practically outside), our power levels would be... something or other.

Upload speed is still fine, it's only the download which is terrible.  Been going at the max 550 megs as recently as last night.

It's only since today, when "work on the network" was done by Virgin this happened.  Literally fine yesterday.  Internet went down while Virgin did something (not sure what) from about 9 AM to 3 PM - and from the moment it was up, this issue has persisted, so I can only assume whatever was done, caused this.

Interesting that the neighbour also has the same issue now.

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Message 6 of 13
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Re: Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

You can try it.

Switch the Hub off at the little switch next to the power cord then unplug the PSU from the power socket.

Remove the attenuator.

Plug back in and switch on, wait for the Hub to fully boot up then post the Downstream Power Levels again.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 7 of 13
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Re: Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

It sounds like they have been adjusting bits and pieces for other people and cocked up your connection.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 8 of 13
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Re: Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

Thanks for the replies and looking for me, it is much appreciated.  I've removed the attenuator, and now the speed is up - still about twenty times less than it should be (should be 550) - but the speedtest.net test now shows 24 meg instead of less than 1 meg (for now - unless it's going to slowly get worse following the reboot).  I'll paste the new powerlevels just for the downstream below, if you wouldn't mind letting me know what you think of them now, thanks in advance;

 

Downstream bonded channels

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

1331000000-13.729256 qam25
2251000000-17.227256 qam15
3259000000-16.827256 qam16
4267000000-16.327256 qam17
5275000000-1628256 qam18
6283000000-1528256 qam19
7291000000-14.728256 qam20
8299000000-1429256 qam21
9307000000-13.929256 qam22
10315000000-13.529256 qam23
11323000000-13.829256 qam24
12371000000-13.729256 qam26
13379000000-13.529256 qam27
14387000000-1330256 qam28
15395000000-12.730256 qam29
16403000000-12.230256 qam30
17411000000-1230256 qam31
18419000000-11.730256 qam32
19427000000-11.531256 qam33
20435000000-11.531256 qam34
21443000000-11.431256 qam35
22451000000-10.731256 qam36
23459000000-11.231256 qam37
24467000000-10.732256 qam38



Downstream bonded channels

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

1Locked2923067900
2Locked27.22019464174820
3Locked27.4213892647028
4Locked27.921134821416
5Locked28.3196499070
6Locked28.716682122
7Locked28.915174000
8Locked29.113376460
9Locked29.211357770
10Locked29.211853110
11Locked2914353490
12Locked29.58924420
13Locked29.77643930
14Locked30.24695930
15Locked30.14551950
16Locked30.52871560
17Locked30.33065430
18Locked30.81480290
19Locked31.3873310
20Locked31.6503510
21Locked31.6426020
22Locked31.9207360
23Locked31.9251710
24Locked32.2125050
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Message 9 of 13
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Re: Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

They are still far too low, the minimum Power Level on the Downstream is -6dBmV with an ideal of 0dBmV.

 

Try another reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 10 of 13
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Re: Download 0.6 Mbps, upload still fine, after "work on our network in your area" today, u

Gave it about 9-10 minutes off (and unplugged power-wise after switching off), downstreams look no different.  I'll paste them at the end of this post though.  Out of sheer curiosity, is the "Post RS Error" on the 2nd table any indication of anything, too?  The numbers are going up HUGELY - I can refresh it 1 minute later and they've grown loads.  Anyway - regarding trying to contact Virgin to get an engineer, to fix whatever they might have mucked up today - does the call-centre actually open at all, do you know?  I phoned at about 7 PM and just got an automated message saying it's closed and no way to speak to anyone, and there's no way to request for an engineer through the Virgin website (no support section).  eg if I try at 8AM, is there a chance to "get through" and not hit the automated message saying it's closed?  Otherwise, do I need to do anything on this forum to get an engineer to see this post?

Thanks a lot for your help, you clearly have a lot of patience going through everybody's posts to try and help them!

Downstream bonded channels

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

1331000000-1428256 qam25
2251000000-17.526256 qam15
3259000000-17.327256 qam16
4267000000-16.827256 qam17
5275000000-16.428256 qam18
6283000000-15.428256 qam19
7291000000-1528256 qam20
8299000000-14.528256 qam21
9307000000-14.329256 qam22
10315000000-1429256 qam23
11323000000-14.228256 qam24
12371000000-1429256 qam26
13379000000-1429256 qam27
14387000000-13.529256 qam28
15395000000-13.329256 qam29
16403000000-12.730256 qam30
17411000000-12.530256 qam31
18419000000-12.230256 qam32
19427000000-1231256 qam33
20435000000-11.931256 qam34
21443000000-11.731256 qam35
22451000000-11.231256 qam36
23459000000-11.731256 qam37
24467000000-11.231256 qam38



Downstream bonded channels

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

1Locked28.738542972
2Locked26.93042800848307
3Locked27.23596770289843
4Locked27.6381413821601
5Locked2836836601227
6Locked28.4328114420
7Locked28.630616104
8Locked28.927876562
9Locked29.123594910
10Locked29.124841840
11Locked28.728935962
12Locked29.419421920
13Locked29.416995060
14Locked29.910912700
15Locked29.910597160
16Locked30.36876330
17Locked30.27164610
18Locked30.53754390
19Locked312363010
20Locked31.31366450
21Locked31.31233970
22Locked31.6561240
23Locked31.6693100
24Locked31.9368800
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