Virgin Media Community

[todger1]

So..my broadband is crap. I pay for 350 meg. I've got less than 1 meg on 2.4. I'm told that adjustments are required in the street tap box. I've spoken to technical and someone I could barely understand has reported it to Ofcom. wth. Just send an engineer to fix it. There's a plug in unit on the cable coming in...its got a red light on. It should be green. Should I be thinking about cancelling my contract?

[lotharmat · Accepted solution]

I'm not convinced that they'd have reported it to ofcom.. Networks maybe!

What does the service status number say?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!

[jbrennand]

If one of the Up channels is at 55 - there is probably a connection issue. Can I suggest you do this....
_____________________________________________________________

Copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

[todger1]

Cheers, I'll look at that.

[todger1]

Hi John..I spoke with a local vm engineer, don't know if he still works for them, who suggested the problem is in the tap box. My upstream signal is on only 1 chanel, not 4, at 55 dbmv. There is a white plug in unit in the line which has a red led, this should be green. I've had upstream power issues before and they've been resolved by an engineer. Unfortunately they are currently as rare as rocking horse **bleep**! I'll see if I can get the logs off the desktop after footie..🙂

[jbrennand · Accepted solution]

Its the hub data thats needed rather than the logs (but post them too). If you have only 1 up channel and it is at 55 you are in deep do do's.

[todger1]

Correct john...probably up to my knees..🤣🤣🤣

[todger1]

John..do you mean these?

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	0.2	40	256 qam	25
2	267000000	-0.7	40	256 qam	17
3	275000000	-0.7	40	256 qam	18
4	283000000	-0.7	40	256 qam	19
5	291000000	-1.5	38	256 qam	20
6	299000000	-1.7	38	256 qam	21
7	307000000	-0.5	40	256 qam	22
8	315000000	0	40	256 qam	23
9	323000000	0.2	40	256 qam	24
10	339000000	0.5	40	256 qam	26
11	347000000	0.7	40	256 qam	27
12	355000000	0.7	40	256 qam	28
13	363000000	0.7	40	256 qam	29
14	371000000	0.9	40	256 qam	30
15	379000000	0.7	40	256 qam	31
16	387000000	0.2	40	256 qam	32
17	395000000	0.2	40	256 qam	33
18	403000000	0	40	256 qam	34
19	411000000	0	40	256 qam	35
20	419000000	-0.4	40	256 qam	36
21	427000000	-0.2	40	256 qam	37
22	435000000	-0.4	40	256 qam	38
23	443000000	-0.5	40	256 qam	39
24	451000000	-0.5	40	256 qam	40

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	2349	99
2	Locked	40.9	650	187
3	Locked	40.3	3638	243
4	Locked	40.9	5333	283
5	Locked	38.9	3337	52
6	Locked	38.9	3482	70
7	Locked	40.3	807	67
8	Locked	40.9	485	53
9	Locked	40.9	1483	67
10	Locked	40.3	799	107
11	Locked	40.9	510	74
12	Locked	40.3	1196	29
13	Locked	40.9	853	24
14	Locked	40.3	359	28
15	Locked	40.9	232	27
16	Locked	40.3	720	23
17	Locked	40.3	535	9
18	Locked	40.9	396	57
19	Locked	40.3	342	110
20	Locked	40.3	300	147
21	Locked	40.3	204	81
22	Locked	40.3	177	24
23	Locked	40.9	127	1
24	Locked	40.3	151	2

[todger1]

and these

Cable Modem Status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

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

1

39400009

57

5120

64 qam

4

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

[jbrennand]

Yes - can you start from a clean sheet by clearing the RS error counts and seeing whether the missing up channels miraculously reappear. Then set up a BQM as below too.

--------------

First switch the Hub off for 5 minutes AND unplug it from the mains. Switch it back on - wait a few minutes and then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. If you had changed the password(s) you will need to go back in and put them back to what you want.

See if the RS errors all reset to 0 and dont start reappearing - particularly the PostRs ones - they shouldn't! And see what the Up channels look like
_____________________________________________

If you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality