Virgin Media Community

[matt84uk]

I was advised by email a week or so back there would be some maintenance in my area (WV12). There was a brief outage but since it came back I have 24 3.0 channels and no 3.1. I did have one before the work was done. I’ve restarted the hub a number of times but the others haven’t come back. 
Nothing has changed within the house, and I believe it’s within spec?

Speed is slower than it was too. Getting more like 400-450 wired connection and I’m on gig1

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	24	4
DOCSIS 3.1 channels	0	0

3.0 Downstream channels

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

1	139000000	3.299999	37.355988	QAM256	1
2	147000000	3.599998	37.355988	QAM256	2
3	155000000	3.500000	38.605377	QAM256	3
4	163000000	3.400002	38.605377	QAM256	4
5	171000000	3.299999	38.983261	QAM256	5
6	179000000	3.299999	38.983261	QAM256	6
7	187000000	3.299999	38.605377	QAM256	7
8	195000000	3.299999	38.605377	QAM256	8
9	203000000	3.599998	38.983261	QAM256	9
10	211000000	3.900002	38.605377	QAM256	10
11	219000000	4.099998	38.983261	QAM256	11
12	227000000	4.199997	38.983261	QAM256	12
13	235000000	4.000000	38.983261	QAM256	13
14	243000000	3.799999	38.983261	QAM256	14
15	251000000	3.500000	38.605377	QAM256	15
16	259000000	3.599998	38.983261	QAM256	16
17	267000000	4.000000	38.983261	QAM256	17
18	275000000	4.900002	38.983261	QAM256	18
19	283000000	5.300003	38.983261	QAM256	19
20	291000000	5.699997	38.605377	QAM256	20
21	299000000	5.699997	38.983261	QAM256	21
22	307000000	5.400002	38.983261	QAM256	22
23	315000000	5.099998	38.605377	QAM256	23
24	323000000	5.000000	38.983261	QAM256	24

3.0 Downstream channels

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

1	Locked	37.355988	0	0
2	Locked	37.355988	0	0
3	Locked	38.605377	0	0
4	Locked	38.605377	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	38.983261	0	0
10	Locked	38.605377	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.983261	0	0

[Paul_DN]

Hi matt84uk,

Thank you for reaching out to us in our community and welcome, sorry to hear you have been facing some connections issues since there was some work carried out in the area, I have been able to locate you on our system with the details we have for you and cannot see any issues at all, please can you try a a pin reset on the Hub to rule out a software issue, push a pin/ paper clip in the reset hole at the back of the Router, push and hold in for a timed 1 Minute, do not reboot during or after, allow 15 Minutes to settle? 

Please let us know if this helps improve things.

Regards

Paul.

[matt84uk]

Thanks for getting back to be so quickly. 
I’ve tried the above and get exactly the same. 24 channels of 3.0 and 0 of 3.1 - currently in router mode, but after a while I’ll switch back to modem mode.

Seems to be exactly the same as what I had in March 2021, needed someone to do something at the cab. 

[matt84uk]

I’ve noticed the upload has been considerably lower too. 5-11 rather than the usual 38-52 I got previously. 
Also seeing some drops on here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cbf8d4d1572fc00b09607d28b1a063e862fe1e1a

 The bigger red block is when I reset the hub

[Travis_M]

Hi @matt84uk

Thanks for posting on our community forum!

How has your connection been over the weekend, have you had any noticeable improvement at all?

Regards

[matt84uk]

There has been a slight improvement in upload speed, but it fluctuates far more than before the maintenance and I still have 24 3.0 down channels and no 3.1 which surely isn’t right for gig1? before maintenance I can’t recall the number of 3.0 channels, but I most certainly had the one 3.1.
When I had that issue before something needed checking at the cab and was then fed back to be resolved.

Thanks for following up

Matt

[Tom_W1]

Hi Matt thanks a lot for your reply - sorry to hear things still haven't been fully resolved for you.

I've tried to run some diagnostics for you today, but it appears there is an area issue impacting services at the moment (apologies for this), but it is potentially skewing the figures I see in front of me at the moment.

Once the issue is resolved (due to be 18:00 today), can you please reboot your Hub again and try the test via ethernet?

Many thanks

[matt84uk]

Thanks for the update,

I did have a brief outage last night (5mins). I checked the service status page which suggested everything was fine, but the service status phone line said there was an area issue with no ETA. 

I’ll reboot it after 6 as you suggest and report back.
 
Would this area issue be related to my loss of my 3.1 channel on the downstream since the recent maintenance? 

Thanks

[matt84uk]

I’ve restarted the hub, still only see 3.0 channels (24) and no 3.1
Ethernet speed average over a few tests was 700/42

Thanks

[Alex_RM]

Hi matt84uk,

Can you confirm if this is service affecting?

Looking at things our side everything looks to be within the specifications we would expect.

Alex_Rm