Virgin Media Community

[thekaarlo]

So I have the Hub 4 and 1Gig package.

Everything was fine to start with, then just over a month ago my connection near enough died and couldn't use it for nearly two weeks. Engineer had to come out and sort the cabling in the cab because I had low voltage issues (weird that I didn't have that from the start.)

This seemed to fix the issue, virgin also said I'd receive compensation for the service problem (which I am yet to receive and the 6 different people in various departments keep saying they will get back to me - which invariably never will.) 

Tried phoning them for the past 5 days as my Download speed has dropped to 70-89mbps. I usually get 900-940mpbs. Finally spoke to someone on the phone after waiting 3 hours on hold. Ran all the tests and apparently there's no issue and it must be my Desktop PC. 1GB Lan interface, Windows 10, Cat 6 Ethernet cable.

I know it's not my PC, as when I spoke to them a little while ago about latency and packet drops they said they would 'send signals' that would stabilise my line. Now I have less than 90% of what I'm paying for. 

The woman on the phone said she would be sorting an engineer, and after waiting on hold for a further 20 minutes (coming up to 4 hours then) I got cut off, with no information.

I would like this sorted now, as it seems I'm having nothing but issues. If it isn't rectified quickly, I'll be cancelling the contract, and ripping the thing out the wall myself. I have made two complaints and both have gone by with no bother.

[thekaarlo]

3.0 Downstream channels

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

1	139000000	5.500000	35.779911	QAM256	1
2	147000000	5.000000	35.779911	QAM256	2
3	155000000	4.599998	35.083549	QAM256	3
4	163000000	4.000000	34.925610	QAM256	4
5	171000000	3.400002	34.925610	QAM256	5
6	179000000	2.799999	35.083549	QAM256	6
7	187000000	2.700001	35.083549	QAM256	7
8	195000000	2.299999	34.925610	QAM256	8
9	203000000	1.900002	34.925610	QAM256	9
10	211000000	1.599998	35.083549	QAM256	10
11	219000000	1.400002	34.925610	QAM256	11
12	227000000	1.000000	34.483570	QAM256	12
13	235000000	0.400002	34.483570	QAM256	13
14	243000000	-0.299999	33.834164	QAM256	14
15	251000000	-0.900002	32.676208	QAM256	15
16	259000000	-1.299999	33.376591	QAM256	16
17	267000000	-0.900002	33.834164	QAM256	17
18	275000000	-0.900002	33.956509	QAM256	18
19	283000000	-0.799999	33.956509	QAM256	19
20	291000000	-0.700001	33.956509	QAM256	20
21	299000000	-0.599998	33.956509	QAM256	21
22	307000000	-0.599998	34.483570	QAM256	22
23	315000000	-0.799999	34.345688	QAM256	23
24	323000000	-1.099998	34.483570	QAM256	24
25	347000000	-1.400002	34.345688	QAM256	25
26	355000000	-1.400002	34.483570	QAM256	26
27	363000000	-1.799999	34.345688	QAM256	27
28	371000000	-2.200001	33.834164	QAM256	28
29	379000000	-2.299999	33.834164	QAM256	29
30	387000000	-2.700001	33.956509	QAM256	30
31	395000000	-3.299999	33.834164	QAM256	31

3.0 Downstream channels

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

1	Locked	0	0	0
2	Locked	265589	0	0
3	Locked	258697	0	0
4	Locked	235968	1	0
5	Locked	279124	0	0
6	Locked	264135	1	0
7	Locked	192583	2	0
8	Locked	200258	2	0
9	Locked	236424	4	0
10	Locked	244180	4	0
11	Locked	217220	3	0
12	Locked	207933	3	0
13	Locked	225679	22	0
14	Locked	141244	51	0
15	Locked	143463	1231	0
16	Locked	111228	240	0
17	Locked	110635	74	0
18	Locked	92134	36	0
19	Locked	114298	40	0
20	Locked	74388	30	0
21	Locked	101344	32	0
22	Locked	87529	22	0
23	Locked	103640	10	0
24	Locked	29696454	10	0
25	Locked	704599	7	0
26	Locked	729270	6	0
27	Locked	710193	14	0
28	Locked	673108	46	0
29	Locked	722161	66	0
30	Locked	745044	57	0
31	Locked	144446306	85	0

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

159

96

4K

1880

QAM2048

759

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

159

Locked

-11.7

2153044

0

[thekaarlo]

3.0 Upstream channels

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

1	60300000	40.020599	5120 KSym/sec	64QAM	1
2	25800000	35.770599	5120 KSym/sec	64QAM	6
3	32600000	36.270599	5120 KSym/sec	64QAM	5
4	39400000	36.770599	5120 KSym/sec	64QAM	4
5	46200000	37.270599	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
5	US_TYPE_STDMA	0	0	0	0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	a69834ncxv9873254k;fg87ds

Primary Downstream Service Flow

SFID	20613
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	20612
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

Network Log

Time Priority Description

Thu 01/01/1970 00:01:26	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/11/2020 17:12:48	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/11/2020 17:25:04	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/11/2020 17:41:56	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/11/2020 17:54:14	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 20/11/2020 18:01:07	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[MikeRobbo]

Your Downstream Power levels are all within spec individually BUT, the differential between the lowest at -3.3dBmV and the highest at +5.5dBmV is too great.

Your DOCSIS 3.1 Downstream Channel is far, far too low and the Channel Modulation is at 2048 QAM, it should be 4096 QAM.

That lot will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) 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'.