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New hub 3, same problems

Hi, after doing a speedtest and only maxing out at 280m for a 500m wired connection a couple of times I rang your support guys. Not sure if this is a coincidence but we recently had an engineer out about a phone issue who changed us onto a different card in the street box.

First support guy went through the normal tests, reboot, check cables etc and no change. Passed me on to second line support, they changed to modem mode, asked me to change cables, restore to factory defaults etc with no change. Concluded that my hub needed changing and that would fix it. 

New hub 3 came today, installed it and ran a speedtest and the speed is still maxing out at 280m. Rang support and was passed onto a service which charges for advice (no idea why and neither did the guy on the phone). Anyway, passed back to tech support and was on hold for 90 minutes and still no answer.

There must be an issue somewhere after the hub as nothing has changed on my pc, a new hub has been tried and still no difference in speed. Would it be possible to get an engineer out to look at everything after the hub.

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Re: New hub 3, same problems

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

We can have a look for any oddities in the stats.

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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Re: New hub 3, same problems

Wow, thank you for the speedy reply, hope this is what you want.

Downstream bonded channels

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

1163000000440256 qam4
21390000005.940256 qam1
31470000005.140256 qam2
41550000004.540256 qam3
51710000003.738256 qam5
6179000000340256 qam6
71870000002.740256 qam7
81950000002.440256 qam8
9203000000238256 qam9
102110000001.738256 qam10
112190000001.538256 qam11
122270000001.238256 qam12
13235000000138256 qam13
142430000000.538256 qam14
152510000000.238256 qam15
162590000000.238256 qam16
17267000000-0.238256 qam17
18275000000-0.238256 qam18
19283000000-0.538256 qam19
20291000000038256 qam20
212990000000.438256 qam21
223070000000.738256 qam22
233150000000.238256 qam23
243230000000.438256 qam24



Downstream bonded channels

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

1Locked40.3320
2Locked40.380
3Locked40.3110
4Locked40.370
5Locked38.9110
6Locked40.3120
7Locked40.350
8Locked40.380
9Locked38.9160
10Locked38.9100
11Locked38.9140
12Locked38.660
13Locked38.990
14Locked38.690
15Locked38.990
16Locked38.9170
17Locked38.9210
18Locked38.9180
19Locked38.690
20Locked38.960
21Locked38.9914
22Locked38.680
23Locked38.6200
24Locked38.6120

 

Upstream bonded channels

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

1325999614.775512064 qam5
2394000564.825512064 qam4
3461999764.925512064 qam3
4537000095.075512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

15/09/2020 17:41:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:24:1criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:23:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:23:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:23:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:23:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 17:23:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

BQM Link - https://www.thinkbroadband.com/broadband/monitoring/quality/view/3b600bb5850112f357e82ac1d7139ee87e5...

Hope everything I have posted is correct.

Thanks

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Re: New hub 3, same problems

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1d83afab1f942923b4e13c7440b9656136c3cb2
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Re: New hub 3, same problems

Boot windows in safe mode with networking and do a speed test.

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Re: New hub 3, same problems

Safe mode with networking = 290m

I think the problem is before the router

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Re: New hub 3, same problems

I think the differential in Power Levels on the Downstream is to big.

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

1163000000440256 qam4
21390000005.940256 qam1
31470000005.140256 qam2
41550000004.540256 qam3
51710000003.738256 qam5
6179000000340256 qam6
71870000002.740256 qam7
81950000002.440256 qam8
9203000000238256 qam9
102110000001.738256 qam10
112190000001.538256 qam11
122270000001.238256 qam12
13235000000138256 qam13
142430000000.538256 qam14
152510000000.238256 qam15
162590000000.238256 qam16
17267000000-0.238256 qam17
18275000000-0.238256 qam18
19283000000-0.538256 qam19
20291000000038256 qam20
212990000000.438256 qam21
223070000000.738256 qam22
233150000000.238256 qam23
243230000000.438256 qam24

 

Hopefully one of the Gurus will comment.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: New hub 3, same problems

Hello

Yes the level should be no more than +3 between them your range is +6.4 and you will have problems obtaining a good download speed.

I have escalated to the VM forum team, one of the VM staff will be along in this thread to resolve it for you.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

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Re: New hub 3, same problems

Thanks for that. The levels thing is beyond my understanding so how is this caused? Could it be something to do with being put on a new card when there were telephone issues? 

Is it a case of needing new cables pulled? Maybe degraded due to weather issues etc? 

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Re: New hub 3, same problems

You will get one of the VM Staff here shortly.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020