Menu
Reply
  • 72
  • 1
  • 2
On our wavelength
305 Views
Message 1 of 16
Flag for a moderator

Gig 1 Slowed down and stuttering - unusable!

Gig 1 service - has been working okay for months - nothing has changed on my end. Postcode area HP12 4AT

Wired gigabit connection - Wifi isn't a factor here. 

Issues seen on two PCs and a Mac. So no an issue with the machine. 

Speedtest.net to virgin's own server shows download 30MB/s this usually tests at 900MB/s. Upload is around 10-12MB/s but varies quite wildly.

Past week MS Teams and Zoom have had problems bouts of with poor "Dalek" like sound.

Web browsing sometimes is laggy and occasionally freezes for 10-20 seconds before unfreezing. 

VPN connections go through periods of stability and then repeatedly disconnect.

This isn't just at evening peak times - it's throughout the daytime when WFH.

Diagnostics:

  • Nothing appears in the Hub log when this happens.
  • Upstream Channel Power is 37.5dBmv to 38.2dBmv 
  • Downstream Power is 10dBmv to 12.1dBmv
  • SNR is 36.4dB to 37.6dB
  • Think Broadband BQM shows no dropped packets (no red)
  • Think Broadband BQM shows LOTS of yellow - max latency >400ms, worse after 4pm. 
  • Average and min latency is <30ms  

So I think the latency is what's killing things. 

Currently WFH on Vodafone 4G SIM as my Gig 1 at £62/mo is unusable - would appreciate a fix for this ASAP. 

Thanks

0 Kudos
Reply
  • 3.67K
  • 288
  • 516
Superfast
297 Views
Message 2 of 16
Flag for a moderator

Re: Gig 1 Slowed down and stuttering - unusable!


@kirbyan wrote:

Gig 1 service - has been working okay for months - nothing has changed on my end. Postcode area HP12 4AT

Wired gigabit connection - Wifi isn't a factor here. 

Issues seen on two PCs and a Mac. So no an issue with the machine. 

Speedtest.net to virgin's own server shows download 30MB/s this usually tests at 900MB/s. Upload is around 10-12MB/s but varies quite wildly.

Past week MS Teams and Zoom have had problems bouts of with poor "Dalek" like sound.

Web browsing sometimes is laggy and occasionally freezes for 10-20 seconds before unfreezing. 

VPN connections go through periods of stability and then repeatedly disconnect.

This isn't just at evening peak times - it's throughout the daytime when WFH.

Diagnostics:

  • Nothing appears in the Hub log when this happens.
  • Upstream Channel Power is 37.5dBmv to 38.2dBmv 
  • Downstream Power is 10dBmv to 12.1dBmv
  • SNR is 36.4dB to 37.6dB
  • Think Broadband BQM shows no dropped packets (no red)
  • Think Broadband BQM shows LOTS of yellow - max latency >400ms, worse after 4pm. 
  • Average and min latency is <30ms  

So I think the latency is what's killing things. 

Currently WFH on Vodafone 4G SIM as my Gig 1 at £62/mo is unusable - would appreciate a fix for this ASAP. 

Thanks


The downstream power levels need adjusting as they are out of spec (-6 to +10 is in spec, close to 0dB optimal).

0 Kudos
Reply
  • 72
  • 1
  • 2
On our wavelength
290 Views
Message 3 of 16
Flag for a moderator

Re: Gig 1 Slowed down and stuttering - unusable!

>> The downstream power levels need adjusting as they are out of spec (-6 to +10 is in spec).

OK. How do we get that done? I'd rather not call VM. Can one of the mods please arrange this for me?

For reference, status here

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
645100000011.80000337.636276QAM2566
141100000011.69999737.636276QAM2561
241900000011.90000237.355988QAM2562
342700000012.00000037.355988QAM2563
443500000012.00000037.636276QAM2564
544300000012.09999837.355988QAM2565
745900000012.09999837.355988QAM2567
846700000012.09999837.355988QAM2568
947500000012.00000037.636276QAM2569
1048300000012.09999837.636276QAM25610
1149100000012.00000037.355988QAM25611
1249900000011.80000337.355988QAM25612
1350700000012.09999837.355988QAM25613
1451500000011.59999837.636276QAM25614
1552300000012.00000037.636276QAM25615
1653100000012.00000037.355988QAM25616
1753900000011.90000237.636276QAM25617
1854700000012.09999837.355988QAM25618
1955500000011.90000237.355988QAM25619
2056300000011.69999737.355988QAM25620
2157100000011.50000037.355988QAM25621
2257900000011.00000037.355988QAM25622
2358700000010.90000236.609653QAM25623
2459500000010.80000336.609653QAM25624
2560300000010.30000336.386890QAM25625
2661100000010.40000236.609653QAM25626
2761900000010.09999836.609653QAM25627
2862700000010.19999736.609653QAM25628
2963500000010.19999736.609653QAM25629
3064300000010.00000036.609653QAM25630
3165100000010.19999736.609653QAM25631
0 Kudos
Reply
  • 3.67K
  • 288
  • 516
Superfast
288 Views
Message 4 of 16
Flag for a moderator

Re: Gig 1 Slowed down and stuttering - unusable!


@kirbyan wrote:

>> The downstream power levels need adjusting as they are out of spec (-6 to +10 is in spec).

OK. How do we get that done? I'd rather not call VM. Can one of the mods please arrange this for me?

For reference, status here

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
645100000011.80000337.636276QAM2566
141100000011.69999737.636276QAM2561
241900000011.90000237.355988QAM2562
342700000012.00000037.355988QAM2563
443500000012.00000037.636276QAM2564
544300000012.09999837.355988QAM2565
745900000012.09999837.355988QAM2567
846700000012.09999837.355988QAM2568
947500000012.00000037.636276QAM2569
1048300000012.09999837.636276QAM25610
1149100000012.00000037.355988QAM25611
1249900000011.80000337.355988QAM25612
1350700000012.09999837.355988QAM25613
1451500000011.59999837.636276QAM25614
1552300000012.00000037.636276QAM25615
1653100000012.00000037.355988QAM25616
1753900000011.90000237.636276QAM25617
1854700000012.09999837.355988QAM25618
1955500000011.90000237.355988QAM25619
2056300000011.69999737.355988QAM25620
2157100000011.50000037.355988QAM25621
2257900000011.00000037.355988QAM25622
2358700000010.90000236.609653QAM25623
2459500000010.80000336.609653QAM25624
2560300000010.30000336.386890QAM25625
2661100000010.40000236.609653QAM25626
2761900000010.09999836.609653QAM25627
2862700000010.19999736.609653QAM25628
2963500000010.19999736.609653QAM25629
3064300000010.00000036.609653QAM25630
3165100000010.19999736.609653QAM25631

VM staff members do respond, however it can take 5 - 7 days.

An engineer visit is required to either adjust the levels at the cabinet or fit one of these between your HUB and cable to the wall socket:

https://www.ebay.co.uk/itm/Technetix-8dB-Forward-Path-Equaliser-F-Connector-Cable-TFPE-8-750/1744147... 

https://www.ebay.co.uk/itm/Technetix-12dB-Forward-Path-Equailiser/233455402135?hash=item365b06bc97:g... 

Note that even though this may help there still may be underlying issues with your line/area.

0 Kudos
Reply
  • 72
  • 1
  • 2
On our wavelength
273 Views
Message 5 of 16
Flag for a moderator

Re: Gig 1 Slowed down and stuttering - unusable!

I have purchased an attenuator to try. 

>>Note that even though this may help there still may be underlying issues with your line/area.

Please can a VM staffer look into the issue anyway. If there is an issue in the area, that needs to be fixed, obvs. 

Thanks

Andy

0 Kudos
Reply
  • 3.67K
  • 288
  • 516
Superfast
269 Views
Message 6 of 16
Flag for a moderator

Re: Gig 1 Slowed down and stuttering - unusable!


@kirbyan wrote:

I have purchased an attenuator to try. 

>>Note that even though this may help there still may be underlying issues with your line/area.

Please can a VM staffer look into the issue anyway. If there is an issue in the area, that needs to be fixed, obvs. 

Thanks

Andy


Keep in mind an attenuator affects downstream AND upstream power levels.

A Forward Path Equaliser, like I linked to, affects downstream power levels only.

0 Kudos
Reply
  • 72
  • 1
  • 2
On our wavelength
206 Views
Message 7 of 16
Flag for a moderator

Re: Gig 1 Slowed down and stuttering - unusable!

Forward path equaliser arrived today - installed it and as intended it has reduced the downstream from 10-12 dBmV to around 6 dBmV without affecting the upstream. 

Sadly this makes no difference. Speedtest.net to a Virgin test server still maxes out at about 30Mb. Pings are still showing lots of jitter with the max latency sometimes the top of the TBB BQM chart.  Browsing seems to 'freeze' for periods and then unfreeze. Again this is wired (no wifi) and observed on two PCs and two Macs. 

So whatever it is, the Forward path equaliser didn't cure it. Please open a case to resolve.

Many Thank

Andy

 

 

0 Kudos
Reply
  • 72
  • 1
  • 2
On our wavelength
204 Views
Message 8 of 16
Flag for a moderator

Re: Gig 1 Slowed down and stuttering - unusable!

3.0 Downstream channels

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

64510000005.90000237.355988QAM2566
14110000005.19999737.355988QAM2561
24190000005.50000037.355988QAM2562
34270000005.69999737.636276QAM2563
44350000005.90000237.355988QAM2564
54430000006.09999837.355988QAM2565
74590000006.40000237.636276QAM2567
84670000006.59999837.355988QAM2568
94750000006.80000337.636276QAM2569
104830000006.90000237.355988QAM25610
114910000007.00000037.636276QAM25611
124990000007.00000037.636276QAM25612
135070000007.50000037.355988QAM25613
145150000007.30000337.636276QAM25614
155230000007.80000337.355988QAM25615
165310000008.00000037.355988QAM25616
175390000008.00000037.636276QAM25617
185470000008.30000337.355988QAM25618
195550000008.30000337.355988QAM25619
205630000008.19999737.636276QAM25620
215710000008.30000337.355988QAM25621
225790000008.00000037.355988QAM25622
235870000008.00000037.355988QAM25623
245950000008.00000037.355988QAM25624
256030000007.80000337.355988QAM25625
266110000008.00000037.092701QAM25626
276190000007.90000236.609653QAM25627
286270000007.90000236.609653QAM25628
296350000007.90000236.609653QAM25629
306430000008.09999836.609653QAM25630
316510000008.09999836.386890QAM25631



3.0 Downstream channels

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

6Locked0140
1Locked5693160
2Locked5742120
3Locked29431813110
4Locked4822170
5Locked6231170
7Locked5840140
8Locked2672160
9Locked2672150
10Locked2672210
11Locked4159210
12Locked2790230
13Locked2672200
14Locked2672170
15Locked2672200
16Locked2672270
17Locked2672240
18Locked2672310
19Locked2672270
20Locked2672220
21Locked2672290
22Locked2672210
23Locked2672310
24Locked2672290
25Locked2834270
26Locked2672350
27Locked2672240
28Locked5646280
29Locked2672300
30Locked2672320
31Locked32890918290



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096728


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked 7.426317870

 

0 Kudos
Reply
  • 72
  • 1
  • 2
On our wavelength
203 Views
Message 9 of 16
Flag for a moderator

Re: Gig 1 Slowed down and stuttering - unusable!

3.0 Upstream channels

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

13940000037.5205995120 KSym/sec64QAM4
24620000038.0205995120 KSym/sec64QAM3
35370000037.7705995120 KSym/sec64QAM2
46030000038.2705995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0010
3US_TYPE_STDMA0010
4US_TYPE_STDMA0010

 

0 Kudos
Reply
  • 3.67K
  • 288
  • 516
Superfast
154 Views
Message 10 of 16
Flag for a moderator

Re: Gig 1 Slowed down and stuttering - unusable!


@kirbyan wrote:

3.0 Upstream channels

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

13940000037.5205995120 KSym/sec64QAM4
24620000038.0205995120 KSym/sec64QAM3
35370000037.7705995120 KSym/sec64QAM2
46030000038.2705995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0010
3US_TYPE_STDMA0010
4US_TYPE_STDMA0010

 


Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

0 Kudos
Reply