Virgin Media Community

[Crowbar]

Hi, I have M100 broadband package and I am consistently getting below the minimum guaranteed speed of 53mbps. I have done all the tests, wired and wireless with the same results. Why am I paying for M100 when I'm getting M50?

[MikeRobbo]

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

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 can 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. 

When the page appears DO NOT LOG IN but 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.

A Guru will be along soon to decipher the info.

[Crowbar]

Think Broadband Live Graph 

I couldn't see a link for the 'check router status' I've got a hub 3.0 if that help?

I assume you meant this data below...

Downstream bonded channels

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

1	402750000	-0.4	38	256 qam	25
2	186750000	3	38	256 qam	7
3	194750000	2.9	38	256 qam	8
4	202750000	2.7	38	256 qam	9
5	210750000	2.4	38	256 qam	10
6	218750000	2.2	38	256 qam	11
7	226750000	1.9	38	256 qam	12
8	234750000	2	38	256 qam	13
9	242750000	1.9	38	256 qam	14
10	250750000	2	38	256 qam	15
11	258750000	2	38	256 qam	16
12	266750000	2	38	256 qam	17
13	274750000	2	38	256 qam	18
14	282750000	2	38	256 qam	19
15	290750000	2	38	256 qam	20
16	298750000	2	38	256 qam	21
17	306750000	2	38	256 qam	22
18	314750000	1.7	38	256 qam	23
19	322750000	1.7	38	256 qam	24
20	410750000	-0.2	38	256 qam	26
21	418750000	-0.5	38	256 qam	27
22	426750000	-0.4	38	256 qam	28
23	434750000	-1	38	256 qam	29
24	442750000	-0.4	38	256 qam	30

Downstream bonded channels

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

1	Locked	38.9	8	0
2	Locked	38.9	7	0
3	Locked	38.9	7	0
4	Locked	38.6	6	0
5	Locked	38.9	7	18
6	Locked	38.9	10	0
7	Locked	38.6	7	0
8	Locked	38.6	9	0
9	Locked	38.9	8	0
10	Locked	38.9	13	0
11	Locked	38.6	4	0
12	Locked	38.9	5	0
13	Locked	38.6	8	0
14	Locked	38.9	8	0
15	Locked	38.9	5	0
16	Locked	38.9	8	0
17	Locked	38.6	20	0
18	Locked	38.9	21	0
19	Locked	38.9	8	0
20	Locked	38.6	6	0
21	Locked	38.6	14	0
22	Locked	38.9	14	0
23	Locked	38.6	12	0
24	Locked	38.9	3	0

Upstream bonded channels

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

1	53700101	3.9	5120	64 qam	6
2	46199674	3.825	5120	64 qam	7
3	39400398	3.75	5120	32 qam	8
4	60300058	3.975	5120	64 qam	5

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

[Anonymous]

One of your upstream channels is out of spec, which could be causing stability issues on your line:

Upstream bonded channels

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

1	53700101	3.9	5120	64 qam	6
2	46199674	3.825	5120	64 qam	7
3	39400398	3.75	5120	32 qam	8
4	60300058	3.975	5120	64 qam	5

[Crowbar]

How can I fix this?

[Anonymous]

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@Crowbar wrote:

How can I fix this?

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Contact VM directly or wait for one of the VM staff on here to reply to your thread.

[Crowbar]

Could take a while! lol

I'll give them a ring but I don't know how to speak to a human when I dial 150. Any tips?

[Andrew-G]

Any tips?

Yes.  Wait for the helpful forum staff.  They're UK based, they don't offer a real time chat service, but they're great at getting things fixed, and it is far more civilised than dealing with the script following offshore call centre (manned by genuine agricultural workers) you'll probably encounter even if you get through on the phone.  Ultimately the offshore agents will tell you to restart the hub, that usually will fix things in the short term as the hub renegotiates all 28 channels, and they'll tell you the problem is resolved, only for it to recur in a short while.

[Crowbar]

I was just thinking, with this post marked 'Answered' will anyone look at it?

[MikeRobbo]

Uncheck the 'Helpful Answer.