Menu
Reply
Highlighted
  • 7
  • 0
  • 2
shanreta
Tuning in
567 Views
Message 1 of 14
Flag for a moderator

Non-existent download and normal ping/upload

Hi

There have been intermittent issues with our superhub but for the last two days speedtests are showing normal level pings 12-19ms, downloads 0.12Mbps and 7.43Mps uploads. I have rebooted the superhub and checked connections - all good.

Here are the upstream/downstream and network logs:

SuperHub VMDG485


http://192.168.100.1/cgi-bin/VmRouterStatusStatusCfgCgiownstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 427000000 411000000 419000000 435000000 443000000 451000000 459000000 467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 3 1 2 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) -6.10 -6.42 -5.73 -6.71 -7.02 -5.06 -4.67 -6.72
RxMER (dB) 27.47 26.37 27.17 29.10 28.79 31.14 33.49 32.96
Pre RS Errors 72216861 73618480 73308186 1359241 56915989 3662081 29723 104250
Post RS Errors 10519581 59773203 23717347 71204 1062 25 0 1


Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A N/A
Channel ID 10 N/A N/A N/A
Frequency (Hz) 53700000 N/A N/A N/A
Ranging Status Success Other Other Other
Modulation 16QAM N/A N/A N/A
Symbol Rate (Sym/sec) 5120000 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level (dBmV) 58.00 N/A N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 288 0 0 0
T4 Timeouts 0 0 0 0

 

Network Log
First Time Last Time Priority Error Number Description
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout
17/10/2019 04:15:36 GMT 17/10/2019 04:15:36 GMT Warning (5) 84020200 Lost MDD Timeout

I notice the downstream power levels are low and there are a few timeouts on the T3

Can anyone help? I work from home frequently and this is an issue for me. I would hate to change providers as Virgin are usually very good and we are normally quite happy with the service.

Thanks!

0 Kudos
Reply
  • 929
  • 127
  • 201
DJ_Shadow1966
Well-informed
560 Views
Message 2 of 14
Flag for a moderator

Re: Non-existent download and normal ping/upload

Hello

The upstream power levels is that correct at 58 dBmV if so that is where you problem is as per :- https://community.virginmedia.com/t5/Networking-and-WiFi/POWER-LEVELS-amp-SNR-A-TECHNICAL-PRIMER-upd...

DOCSIS 2 @ 5120 Ksyms/sec

Single Channel Locked

2 Channels Locked

3 or 4 Channels Locked

UPSTREAM 16QAM

+23 to +58 dBmv

+23 to 55 dBmv

+23 to 52 dBmv

UPSTREAM 64QAM

+23 to +57 dBmv

+23 to 54 dBmv

+23 to 51 dBmv

 

One thing to do is too go around and make sure all the connections to the virginmedia kit is hand tight, also checking for any damage to cable, or kinks. Also check there is no un-terminated connection either with a coax cable or cap on.

What service are you i.e. what is your download speed, which hub do you have you only have one upstream channel so that is where the problem could lay.

Regards Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
0 Kudos
Reply
  • 7
  • 0
  • 2
shanreta
Tuning in
549 Views
Message 3 of 14
Flag for a moderator

Re: Non-existent download and normal ping/upload

Hi

We have a superhub 2 on the 200Mb service. I have checked the cables but I will check again, thanks. I would have thought a loose cable would mean upstream and downstream are slow? It's pretty unusable at the moment...

Cheers!

0 Kudos
Reply
  • 929
  • 127
  • 201
DJ_Shadow1966
Well-informed
533 Views
Message 4 of 14
Flag for a moderator
Helpful Answer

Re: Non-existent download and normal ping/upload

Hello

If there is a problem with the upload maxing out then you will not get any download as to get in you have to send data out.

Also as being on 200Mb you should have 2 upstreams with a superhub 2.0 if you upgrade to Hub 3.0 then you may depending on your area you will have 4 upstreams.

You are going to need an engineer to resolve the upstream power issue, number of channels.

Regards Mike

 

I dont work for VirginMedia all opinions are my own.
39 years in IT.
  • 3.95K
  • 466
  • 1.27K
Very Insightful Person
Very Insightful Person
528 Views
Message 5 of 14
Flag for a moderator
Helpful Answer

Re: Non-existent download and normal ping/upload

@shanreta As Mike says this needs someone to visit and take a look at your connection.  In addition to the upstream power being too high (and only one channel) you are correct the downstream power levels are low.  The recommended range is -6 to +10 and only three of your channels are above -6 and then only just above.

You can call VM and report the issue or wait for one of the forum team to pick this up and they should be able to help you book a tech visit.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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

Click to learn more about VIP

Use Kudos to say thanks

 

Mark as Helpful Answer if I've helped

  • 7
  • 0
  • 2
shanreta
Tuning in
519 Views
Message 6 of 14
Flag for a moderator

Re: Non-existent download and normal ping/upload

Thanks Mike. We always have hassles with ringing support. I've just rerun the 'check my equipment' and now it's showing an issue... There is literally no connection at the moment and a fix time of 15:00 - so now we wait.... 

Cheers

  • 646
  • 27
  • 49
Forum Team
Forum Team
507 Views
Message 7 of 14
Flag for a moderator

Re: Non-existent download and normal ping/upload

Thank you for your post Shanreta and sorry to hear of your current broadband issues.

 

As SCA1972 has kindly explained we would need to book a technician for you on this occasion. To book this I'll pop you over a private message to go through some security and organise this.

 

Please respond to this by going to the purple envelope in the top right of the screen.

 

Thank you, Emily.

  • 7
  • 0
  • 2
shanreta
Tuning in
434 Views
Message 8 of 14
Flag for a moderator

Re: Non-existent download and normal ping/upload

Hi

Just to update everyone here who has so kindly helped us - it appears that Virgin can't help us sort this out even though it's an issue with their equipment. Apparently my husband is the account holder and since we have been with them since they were NTL, they insist we give them a memorable word that was set up 10 years ago and he doesn't remember it. This is where all help appears to stop. We can't cancel, get it fixed or do anything apparently. This happened when we tried to upgrade our service a few months ago and the Virgin people just hung up on him.

Any suggestions? We can log into the account and change packages online but that's about it. I really don't want to continue paying £70 a month for a 200Mb service we can't use...

Thanks everyone for your help so far..

0 Kudos
Reply
  • 577
  • 26
  • 35
Forum Team
Forum Team
429 Views
Message 9 of 14
Flag for a moderator

Re: Non-existent download and normal ping/upload

Hi shanreta

 

Sorry to hear that. 

 

We will be able to ask security questions to the account holder. 

 

Kind regards 

Chris 

0 Kudos
Reply
  • 7
  • 0
  • 2
shanreta
Tuning in
427 Views
Message 10 of 14
Flag for a moderator

Re: Non-existent download and normal ping/upload

Account holder here (NB I realise you have no way or verifying that!) using wife's computer while she's out...

I can't emphasise enough how 'irritated' I was 12 months ago (the last time we needed support) for the call centre person to tell me he couldn't even tell me how to resolve the inability to pass all the questions.And that he wouldn't let me escalate to a manager or offer any other options.... and then hung up on me!

Anyway, as another option to resolve this identity crisis, you have a physical shop in Swindon still I believe?

So can my wife and I go in there with suitable photo ID and other documentation to prove we're who we say we are and get them to reset our access appropriately?  And indeed request an engieer visit at the same time.

Maybe they can then even fix the issue on my account page, where (having logged in successfully) if I click on the offers and upgrades link, for the last 24 months all I've gotten is an error message.  Which I take as evidence of something being wrong with the setup of my account.

A sad state of affairs indeed after so long with VM and all its various predecessors.  Almost as if the hitherto satisifed customers who haven't needed support are being penalised... for it being so long since they have tried to request it.

Regards

Jonathan

0 Kudos
Reply