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rich98fa
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Frequent dropouts and slow speeds

I've been with Virgin for a few years now and was issue free for a while. The superhub 2 would usually display speeds in excess of 120mbps. I'm on vivid 200 on a superhub 3 now and consistently sit around 40mbps (wired connection on Cat7 cable). The hub frequently drops out and I always have to wait for it to reboot. This can be several times a day in quick succession. I've tried calling the virgin helpline numerous times to no avail. Always been told that there's nothing wrong and sometimes that they will send a 'booster' down the line. A few months back both of the green lights started flashing, even after the router had booted and its setup was complete, this is still happening now.

Here is the current information from the hub, the network log is a sea of constant RCS partial service and lost MDD timeout errors. 

I'm not too savvy on the networking side of things, so any advice would be greatly appreciated.

Downstream bonded channels

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

1299000000-5.937256 qam21
2139000000-12.426256 qam1
3147000000-9.526256 qam2
4155000000-9.929256 qam3
5171000000-6.732256 qam5
6179000000-5.736256 qam6
7187000000-5.236256 qam7
8195000000-4.537256 qam8
9203000000-4.538256 qam9
10211000000-437256 qam10
11235000000-438256 qam13
12243000000-5.538256 qam14
13251000000-4.238256 qam15
14259000000-5.437256 qam16
15267000000-4.537256 qam17
16275000000-5.437256 qam18
17283000000-637256 qam19
18291000000-4.537256 qam20
19307000000-3.938256 qam22
20315000000-5.237256 qam23
21323000000-5.237256 qam24



Downstream bonded channels

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

1Locked37.6426071221
2Locked26.81228952443329229049
3Locked26.9927703394332324652
4Locked29.450840944275876151
5Locked32.689364584460876
6Locked36.63599141056702
7Locked36.33914918415
8Locked37.61618757668
9Locked38.6688475283
10Locked37.61097184198
11Locked38.9501657123
12Locked38.9322186771
13Locked38.9308723142
14Locked37.6302233751
15Locked37.3309352818
16Locked37.3418122676
17Locked37.3399202763
18Locked37.6423962001
19Locked38.222928941
20Locked37.3216671056
21Locked37.6285121084

 

Upstream bonded channels

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

1461999815.8512016 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
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griffin
Alessandro Volta
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Re: Frequent dropouts and slow speeds

That connection is a bit of a mess.

The downstream power levels are chilly with one channel very low,  you have poor SNR on a few channels.

You are only picking up one upstream channel with the power level maxed out.

I would check the coax cable from the hub to the cable entry point for obvious signs of damage and all connectors are hand tight.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

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Roger_Gooner
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Re: Frequent dropouts and slow speeds

If you call insist on an engineer to come round, do not be fobbed off by any nonsense that all is OK.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Andruser
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Message 4 of 6
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Re: Frequent dropouts and slow speeds

The down error levels look astronomical on channels 2-5 particularly, and your upstream power levels look far too low.  Your downstream channel 2 power level is borderline.  Sadly, you're wasting your time phoning Vermin Media's first line tech support - they are utterly useless, and an insult to VM's customers.

If you wait (sometimes several days) the VM forum staff will pick this up and you should have the problem escalated to people who speak English and know what they're talking about, and it should get fixed.  Or for a faster fix, phone 150, options 1,1,4,5 (last one should be "thinking of leaving") and tell them you're leaving because the service doesn't work as advertised - the retentions team will usually get things sorted out quite quickly.  I've PM'd you another thought around that.

On a 200 Mbs contract you should be seeing about 218-220 Mbps down and 12 up, and those speeds ought to be consistent at most times.

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rich98fa
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Re: Frequent dropouts and slow speeds

Thanks all for the replies, hoping I can get it sorted soon!

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Forum Team
Forum Team
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Re: Frequent dropouts and slow speeds

Hi rich98fa,

Thanks for your first post and welcome to our forums page.

Very sorry to hear you are having issues with your speeds. From your post it does look like there are issues with your power levels, we would need to look into this further for you to see what we can do to help. To be able to do this, we will need some more information from you, I will pop you a PM asking for the details I need. If you can reply to that message, I will be more than happy to see what I can do to help and book a tech if required.

Thanks

Lindsey_C

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