Virgin Media Community

[Mister_H]

Hi. currently only managing to receive mediocre download speeds on my M500 package; usually between 200 and up the 350ish, as low as 167Mbps at one point, just to conclude it is not my personal equipment that is at fault i've practiced all good troubleshooting steps i can think of; i have speed tested my Superhub 3 in both router mode and modem mode (both with no other devices connected and wifi off), i have factory reset via the pin on the back of the router (was attempting to go the GUI route but the interface seemed slow so resorted to the hard reset).

Upload speed seem brilliant, 34-37Mpbs

It may just be my head playing tricks on me thinking of causes, but i am sure my neighbour has had VM recently installed and this problem has shown it's face afterwards?

I've tested on various devices; 2 separate PC's via separate Cat7 ethernet cables at separate times in both router mode to the Superhub, and modem mode to my ASUS GT-AC5300.

I've tested on wifi using the same routine using my gaming laptop and my mid range linux laptop.

I've tested at various points of the day as much as i can achieve around work schedules.

I've kept the log as a .csv from speedtest net and furthermore started the BQM tool as i see keeps being suggested.

I've called VM to no avail, the guy that tried to help simply said he was out of ideas and his troubleshooting screen didn't allow him many more options besides referral to OFCOM, kudos to him for helping to the best of his ability though.

The logs from the Superhub 3 are as follows

Downstream bonded channels

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

1	299000000	11.9	38	256 qam	21
2	251000000	9.5	38	256 qam	15
3	259000000	10	38	256 qam	16
4	267000000	10.3	38	256 qam	17
5	275000000	10.5	38	256 qam	18
6	283000000	10.8	38	256 qam	19
7	291000000	11.4	40	256 qam	20
8	307000000	12	40	256 qam	22
9	315000000	12	40	256 qam	23
10	323000000	12.6	40	256 qam	24
11	331000000	13.1	40	256 qam	25
12	371000000	13.4	40	256 qam	26
13	379000000	13.5	40	256 qam	27
14	387000000	13.5	40	256 qam	28
15	395000000	13.8	40	256 qam	29
16	403000000	13.4	40	256 qam	30
17	411000000	14	40	256 qam	31
18	419000000	14	40	256 qam	32
19	427000000	13.9	40	256 qam	33
20	435000000	13.5	40	256 qam	34
21	443000000	13.9	40	256 qam	35
22	451000000	14	40	256 qam	36
23	459000000	14	40	256 qam	37
24	467000000	14.3	40	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	20	0
2	Locked	38.9	14	0
3	Locked	38.6	12	0
4	Locked	38.9	18	0
5	Locked	38.9	17	0
6	Locked	38.9	24	0
7	Locked	40.3	18	0
8	Locked	40.3	21	0
9	Locked	40.3	28	0
10	Locked	40.3	29	0
11	Locked	40.3	25	0
12	Locked	40.9	32	0
13	Locked	40.3	46	0
14	Locked	40.9	44	0
15	Locked	40.3	38	0
16	Locked	40.3	73	0
17	Locked	40.9	54	0
18	Locked	40.9	44	0
19	Locked	40.3	48	0
20	Locked	40.3	101	0
21	Locked	40.3	58	0
22	Locked	40.9	80	0
23	Locked	40.9	77	0
24	Locked	40.9	81	0

Upstream bonded channels

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

1	32599868	42.8	5120	64 qam	7
2	25800078	43	5120	16 qam	8
3	46199748	42.8	5120	64 qam	5
4	39400098	42.5	5120	64 qam	6

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

[Mister_H]

Hi. 👋 currently only managing to receive mediocre download speeds on my M500 package; usually between 200 and up the 350ish, as low as 167Mbps at one point, just to conclude it is not my personal equipment that is at fault i've practiced all good troubleshooting steps i can think of; i have speed tested my Superhub 3 in both router mode and modem mode (both with no other devices connected and wifi off), i have factory reset via the pin on the back of the router (was attempting to go the GUI route but the interface seemed slow so resorted to the hard reset).

Upload speed seem brilliant, 34-37Mpbs

It may just be my head playing tricks on me thinking of causes, but i am sure my neighbour has had VM recently installed and this problem has shown it's face afterwards?

I've tested on various devices; 2 separate PC's via separate Cat7 ethernet cables at separate times in both router mode to the Superhub, and modem mode to my ASUS GT-AC5300.

I've tested on wifi using the same routine using my gaming laptop and my mid range linux laptop.

I've tested at various points of the day as much as i can achieve around work schedules.

I've kept the log as a .csv from speedtest.net and furthermore started the BQM as i see keeps being suggested.

I've called VM to no avail, the guy that tried to help simply said he was out of ideas and his troubleshooting screen didn't allow him many more options besides referral to OFCOM, kudos to him for helping to the best of his ability though.

The logs from the Superhub 3 are as follows

Downstream bonded channels

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

1	299000000	11.9	38	256 qam	21
2	251000000	9.5	38	256 qam	15
3	259000000	10	38	256 qam	16
4	267000000	10.3	38	256 qam	17
5	275000000	10.5	38	256 qam	18
6	283000000	10.8	38	256 qam	19
7	291000000	11.4	40	256 qam	20
8	307000000	12	40	256 qam	22
9	315000000	12	40	256 qam	23
10	323000000	12.6	40	256 qam	24
11	331000000	13.1	40	256 qam	25
12	371000000	13.4	40	256 qam	26
13	379000000	13.5	40	256 qam	27
14	387000000	13.5	40	256 qam	28
15	395000000	13.8	40	256 qam	29
16	403000000	13.4	40	256 qam	30
17	411000000	14	40	256 qam	31
18	419000000	14	40	256 qam	32
19	427000000	13.9	40	256 qam	33
20	435000000	13.5	40	256 qam	34
21	443000000	13.9	40	256 qam	35
22	451000000	14	40	256 qam	36
23	459000000	14	40	256 qam	37
24	467000000	14.3	40	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	20	0
2	Locked	38.9	14	0
3	Locked	38.6	12	0
4	Locked	38.9	18	0
5	Locked	38.9	17	0
6	Locked	38.9	24	0
7	Locked	40.3	18	0
8	Locked	40.3	21	0
9	Locked	40.3	28	0
10	Locked	40.3	29	0
11	Locked	40.3	25	0
12	Locked	40.9	32	0
13	Locked	40.3	46	0
14	Locked	40.9	44	0
15	Locked	40.3	38	0
16	Locked	40.3	73	0
17	Locked	40.9	54	0
18	Locked	40.9	44	0
19	Locked	40.3	48	0
20	Locked	40.3	101	0
21	Locked	40.3	58	0
22	Locked	40.9	80	0
23	Locked	40.9	77	0
24	Locked	40.9	81	0

Upstream bonded channels

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

1	32599868	42.8	5120	64 qam	7
2	25800078	43	5120	16 qam	8
3	46199748	42.8	5120	64 qam	5
4	39400098	42.5	5120	64 qam	6

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

[carl_pearce]

Most of your downstream power levels are out of spec (-6 to +10 is in spec, 0dB being optimal).

One of your upstream channels is out of spec on QAM (should be 64).

An engineer visit is required to correct these levels, either at the cabinet or by fitting one of these between the HUB and cable to the wall socket:

https://www.ebay.co.uk/itm/Technetix-12dB-Forward-Path-Equailiser/233455402135?_trkparms=aid%3D11100... 

[MikeRobbo]

Please stick to one thread.

[Mister_H]

Thanks, some insightful knowledge, there is a 6dB one on the modem already, does this make a difference?

[MikeRobbo]

---

@Mister_H wrote:

Thanks, some insightful knowledge, there is a 6dB one on the modem already, does this make a difference?

---

That 6dB attenuator is stopping the power from going off the scale.

This 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'.

[Mister_H]

Retrieved a 15dB from my workplace (empty rental house 4 doors up), download speeds are not any better, however are these better within specs?

Downstream bonded channels

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

1	299000000	3.2	38	256 qam	21
2	251000000	0.5	38	256 qam	15
3	259000000	1	38	256 qam	16
4	267000000	1.5	38	256 qam	17
5	275000000	1.7	38	256 qam	18
6	283000000	2	38	256 qam	19
7	291000000	2.7	40	256 qam	20
8	307000000	3.2	40	256 qam	22
9	315000000	3.2	40	256 qam	23
10	323000000	3.7	40	256 qam	24
11	331000000	4.5	40	256 qam	25
12	371000000	4.5	40	256 qam	26
13	379000000	4.8	40	256 qam	27
14	387000000	4.6	40	256 qam	28
15	395000000	4.9	40	256 qam	29
16	403000000	4.5	40	256 qam	30
17	411000000	5.1	40	256 qam	31
18	419000000	5.1	40	256 qam	32
19	427000000	5	40	256 qam	33
20	435000000	4.6	40	256 qam	34
21	443000000	5	40	256 qam	35
22	451000000	5.1	40	256 qam	36
23	459000000	5.1	40	256 qam	37
24	467000000	5.3	40	256 qam	38

Downstream bonded channels

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

1	Locked	38.9	4	0
2	Locked	38.9	6	0
3	Locked	38.9	4	0
4	Locked	38.9	0	0
5	Locked	38.9	4	0
6	Locked	38.6	6	0
7	Locked	40.3	4	0
8	Locked	40.3	7	0
9	Locked	40.9	0	0
10	Locked	40.3	4	0
11	Locked	40.9	1	0
12	Locked	40.9	1	0
13	Locked	40.3	5	0
14	Locked	40.3	6	0
15	Locked	40.3	7	0
16	Locked	40.3	2	0
17	Locked	40.3	21	0
18	Locked	40.9	20	0
19	Locked	40.9	4	0
20	Locked	40.3	1	0
21	Locked	40.3	8	0
22	Locked	40.9	5	0
23	Locked	40.9	6	0
24	Locked	40.3	2	0

Upstream bonded channels

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

1	32600307	37.5	5120	64 qam	7
2	25800000	37.5	5120	16 qam	8
3	46200000	37.5	5120	64 qam	5
4	39400000	37.3	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

rebooted modem after replacement too.

[carl_pearce]

I believe you may have fitted an attenuator, rather than a forward path equaliser, since your upstream power levels have also been affected!

Regardless you'll need an engineer visit to investigate further.

[Mister_H]

It was a Forward Path Attenuator that i used, was this wrong? however i had an early morning phone call with VM and asked for an engineer (my request was declined); the support staff on the phone said she could see from her end something was wrong? apparently made some alterations and my modem rebooted.

After the reboot and the configuration changes the phone support made the speed was back up to spec (and beyond) for 2 days, and now appears to be faltering off again, not as drastic as previously (330-395Mbps), however still a drop in speed non the less.

[MikeRobbo]

---

@Mister_H wrote:

Retrieved a 15dB from my workplace (empty rental house 4 doors up), download speeds are not any better, however are these better within specs?

Downstream bonded channels

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

1	299000000	3.2	38	256 qam	21
2	251000000	0.5	38	256 qam	15
3	259000000	1	38	256 qam	16
4	267000000	1.5	38	256 qam	17
5	275000000	1.7	38	256 qam	18
6	283000000	2	38	256 qam	19
7	291000000	2.7	40	256 qam	20
8	307000000	3.2	40	256 qam	22
9	315000000	3.2	40	256 qam	23
10	323000000	3.7	40	256 qam	24
11	331000000	4.5	40	256 qam	25
12	371000000	4.5	40	256 qam	26
13	379000000	4.8	40	256 qam	27
14	387000000	4.6	40	256 qam	28
15	395000000	4.9	40	256 qam	29
16	403000000	4.5	40	256 qam	30
17	411000000	5.1	40	256 qam	31
18	419000000	5.1	40	256 qam	32
19	427000000	5	40	256 qam	33
20	435000000	4.6	40	256 qam	34
21	443000000	5	40	256 qam	35
22	451000000	5.1	40	256 qam	36
23	459000000	5.1	40	256 qam	37
24	467000000	5.3	40	256 qam	38

Upstream bonded channels

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

1	32600307	37.5	5120	64 qam	7
2	25800000	37.5	5120	16 qam	8
3	46200000	37.5	5120	64 qam	5
4	39400000	37.3	5120	64 qam	6

---

Your Downstream Power Levels individually are all within spec but, the differential between the lowest at +0.5dBmV and the highest at +5.3dBmv is too great.

One of your Upstream Modulations is wrong, it is at 16QAM, it should be 4 QAM

This 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'.