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andy1027
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My friend has slow broadband

I'm a bit of a techie and have previous experience posting on this forum in the past to solve my own VM broadband woes. 

Currently helping out a friend (remotely thanks to covid-19). His broadband is woeful and gets speeds up to about 17mbps down and has trouble streaming netflix etc. On skype group chats with friends he keeps on dropping out of the calls also and stutters like crazy.

So I remoted onto his laptop and logged into his Super Hub 3 to collect some logs. 

I compared them to mine and it looks like his downstream power levels are a bit high. Either way I wanted to post them on this forum to see what everyone thinks and try and get him some help.

His SH3

Hardware Version 10

Software Version 9.1.1811.401

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

459000000

8

40

256 qam

36

2

235000000

10.1

40

256 qam

13

3

243000000

10

40

256 qam

14

4

251000000

10

43

256 qam

15

5

259000000

10

40

256 qam

16

6

267000000

10.1

40

256 qam

17

7

275000000

10

43

256 qam

18

8

283000000

10

40

256 qam

19

9

291000000

9.8

40

256 qam

20

10

299000000

9.6

40

256 qam

21

11

307000000

9.8

40

256 qam

22

12

315000000

9.4

40

256 qam

23

13

323000000

9.1

40

256 qam

24

14

331000000

8.6

40

256 qam

25

15

379000000

8.5

40

256 qam

26

16

387000000

8.5

40

256 qam

27

17

395000000

8.5

40

256 qam

28

18

403000000

8.6

40

256 qam

29

19

411000000

8.8

40

256 qam

30

20

419000000

8.5

40

256 qam

31

21

427000000

8.5

40

256 qam

32

22

435000000

8.5

40

256 qam

33

23

443000000

8.5

40

256 qam

34

24

451000000

8.4

40

256 qam

35




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

4763

496

2

Locked

40.9

7416

4790

3

Locked

40.9

7693

3317

4

Locked

43.3

7465

3179

5

Locked

40.9

7410

2567

6

Locked

40.9

7660

3992

7

Locked

43.3

7262

4083

8

Locked

40.9

7236

3154

9

Locked

40.9

7300

2392

10

Locked

40.9

7293

2472

11

Locked

40.9

7190

2352

12

Locked

40.9

7339

1841

13

Locked

40.9

7002

2110

14

Locked

40.9

6966

1636

15

Locked

40.3

5992

1016

16

Locked

40.9

5850

1074

17

Locked

40.9

6047

1102

18

Locked

40.9

5517

999

19

Locked

40.9

5729

1269

20

Locked

40.3

5431

720

21

Locked

40.9

5515

916

22

Locked

40.3

5032

785

23

Locked

40.9

5250

698

24

Locked

40.9

4811

585

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39399993

3.525

5120

64 qam

4

2

46200000

3.575

5120

64 qam

3

3

53700000

3.575

5120

64 qam

2

4

60300000

3.575

5120

64 qam

1




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

 

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

87dsfd;kfoA,.iyewrkldJKDHSUBs




Primary Downstream Service Flow

SFID

29835

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0




Primary Upstream Service Flow

SFID

29834

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Andy from Belfast dialling in
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gary_dexter
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Re: My friend has slow broadband

Yes the downstream is too high.


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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andy1027
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Re: My friend has slow broadband

How do we get the downstream levels reduced?

Andy from Belfast dialling in
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gary_dexter
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Re: My friend has slow broadband

Engineer visit


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If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
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-tony-
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Re: My friend has slow broadband

i would sort of disagree with Gary - yes the levels are at the max and the odd one is higher than 10 which is the max but i would not have thought that would case the speed to be where it is - are we talking wired or wifi testing - always test wired 

there is also some noise on the line shown by the pre and post rs errors - check all coax connections are tight

do a reboot of the hub to zero them as they may be historical

____________________

Tony
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andy1027
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Re: My friend has slow broadband

Okay so I posted an ethernet cable into his letterbox and asked him to do a wired speed test. 

He used speedtest.net 

The first test was on the "Airspeed Telecom" server in Dublin - this was the server the website chose for him. 

The result was Ping 32ms/ Download 34.97mbps / Upload: 11mpbs

I then asked him to run the test on again on the Glasgow Virgin Media server - the one I always use and the one speedtest normally auto chooses for me.

The result was significantly better Ping 18ms Download 47.21 mbps Upload 10.07 mbps

He doesn't live in a huge place either. All a bit strange. 

Andy from Belfast dialling in
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jbrennand
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Re: My friend has slow broadband

Was it a known good/new Cat6 ethernet cable ? What devices is he using - are they capable of getting the speeds he should be getting? If he is on the 100 package (is he?) he may only get 10mbps upload anyway - i.e. maxed now - and the downloads are being limited by old equipment or software issues?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Eeeps
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Re: My friend has slow broadband


@andy1027 wrote:

How do we get the downstream levels reduced?


Given the levels are too high you could try to get hold of a FPA (6 or 10dB should do it)

It would be worth while to check if he is getting significant post RS errors.

Since there is no 'clear' function on the SH3 get him to reboot it and then check the RS errors every hour for 12 hours or so.

If the input stage of the modem is being saturated then the post RS could will be significant - should be zero on all channels.

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