Virgin Media Community

[DS4130]

Customer in area 20, for last 2 months been getting average 10-15Mbps up speeds unless testing between 4am-6am where getting 40-45Mbps. Hard wired using HUB4 in modem only with Netgear RAX120. Same results connecting directly to Hub4.

Down speed consistently 950Mbps all times of day/night, the up really effects my workflow and not sure how to go about getting it resolved, any help greatly appreciated?

3.0 Upstream channels

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

1	39400000	36.520599	5120 KSym/sec	64QAM	4
2	53700000	36.270599	5120 KSym/sec	16QAM	2
3	60300000	36.020599	5120 KSym/sec	32QAM	1
4	46200000	36.270599	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[DS4130]

Upload now sitting at 10Mbps, Virgin help just saying no issues with my connection, can anyone suggest a way to communicate this with Virgin media please?

3.0 Upstream channels

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

1	39400000	36.770599	5120 KSym/sec	64QAM	4
2	53700000	36.270599	5120 KSym/sec	16QAM	2
3	60300000	36.020599	5120 KSym/sec	16QAM	1
4	46200000	36.270599	5120 KSym/sec	16QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	2	0
4	US_TYPE_STDMA	0	0	1	0

[carl_pearce]

---

@DS4130 wrote:

Upload now sitting at 10Mbps, Virgin help just saying no issues with my connection, can anyone suggest a way to communicate this with Virgin media please?

3.0 Upstream channels

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

1	39400000	36.770599	5120 KSym/sec	64QAM	4
2	53700000	36.270599	5120 KSym/sec	16QAM	2
3	60300000	36.020599	5120 KSym/sec	16QAM	1
4	46200000	36.270599	5120 KSym/sec	16QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	2	0
4	US_TYPE_STDMA	0	0	1	0

---

QAM level is off on three of your upstream channels, which needs sorting with an engineer visit.

VM will response to your thread, however it can take a few days to a week.

[Corey_C]

Thanks for your post and welcome to the Community Forums, DS4130,

Sorry to hear that you are having connectivity and speed issues, how has the service been since your post? If you are still having these issues are you able to try factory resetting your hub and we can try some remote diagnostics from here.

Cheers,

Corey C

[DS4130]

Hi Corey

Thanks for getting back to me, still having upstream issues.

Have tried a factory reset of the hub4 and same results.

Are you able to schedule a time for running remote diagnostics as my home network is all configured to run with the hub4 in modem only using the Netgear router?

Cheers

Dave

[Tom_W1]

Hi @DS4130, thanks for your post although I'm very sorry you're still having issues with your upload speeds.

I appreciate you've tried it after the factory reset which still no luck, but just to rule out anything further are you able to try this directly into the Hub 4 when it is in Router Mode? Unfortunately, these threads aren't always immediate responses so it's difficult to promise running diagnostics at an exact time.

I've also checked our systems and it's suggesting that your Hub has been for a longer period of time than when we advised the Factory Reset, indicating that this wasn't successful either so it may be worth re-trying this too.

Please let me know how you get on.

Many thanks

[DS4130]

Hi Tom

Have factory reset the hub4 using the button on the back this time, confirmed it was successful as received setup welcome screen afterwards.

Same speeds still getting 10-15Mbps up tested with single PC connected by cat6 directly into the hub in router mode.

Please help!

Regards

Dave

[Andrew-G]

As @carl_pearce has pointed out, there's drops on upstream modulation.  That's why upstream speeds are poor, and shows a noise fault on the connection.  It's singularly unlikely to be a hub fault.  Resetting or restarting the hub will sometimes temporarily resolve that because the hub selects the best available channels when renegotiating, but since the probable cause is an underlying noise fault, until that is fixed I'd not expect any improvement to stick.  

[DS4130]

Hi @Tom_W1

Have since reset and tested directly connected to the hub and still having issues with very slow up stream.

Any help would be greatly appreciated.

Regards

Dave

[Tom_W1]

Hi @DS4130, thanks a lot for your reply!

Really sorry that you're still having issues. This appears to be quite difficult to put a pin on, as all check we've ran show no faults.

Are you able to kindly provide a further live BQM and set this up through the instructions below:

This will monitor the state of your connection and record any network dropouts etc - this is the link.
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum.

Many thanks