Virgin Media Community

[estgeorge]

Hi

I had the ultimate Oomph package installed yesterday. I previously had 200M Broadband which worked fine.  Since yesterday I am only getting 9Mbps download speed.  Could you take a look for me please?  I have copied the data from the Hub 3 below..

Item	Status	Comments
Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	53700026	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	3.2	37	256 qam	25
2	203000000	1.5	36	256 qam	9
3	211000000	1.2	36	256 qam	10
4	219000000	1	36	256 qam	11
5	227000000	0.9	36	256 qam	12
6	235000000	0.9	36	256 qam	13
7	243000000	0.7	36	256 qam	14
8	251000000	1.2	36	256 qam	15
9	259000000	1.2	36	256 qam	16
10	267000000	1.5	36	256 qam	17
11	275000000	1.7	37	256 qam	18
12	283000000	2	37	256 qam	19
13	291000000	2.2	37	256 qam	20
14	299000000	2.2	37	256 qam	21
15	307000000	2.4	37	256 qam	22
16	315000000	2.7	37	256 qam	23
17	323000000	2.7	37	256 qam	24
18	339000000	3.2	37	256 qam	26
19	347000000	3.5	37	256 qam	27
20	355000000	3.7	38	256 qam	28
21	363000000	3.7	38	256 qam	29
22	371000000	3.7	38	256 qam	30
23	379000000	3.7	38	256 qam	31
24	387000000	3.5	38	256 qam	32

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	37.9	4	0
2	Locked	36.3	6	0
3	Locked	36.3	5	0
4	Locked	36.3	5	0
5	Locked	36.3	5	0
6	Locked	36.6	6	0
7	Locked	36.6	0	0
8	Locked	36.3	2	0
9	Locked	36.6	0	0
10	Locked	36.6	4	0
11	Locked	37.3	0	0
12	Locked	37.6	5	0
13	Locked	37.6	5	0
14	Locked	37.6	6	0
15	Locked	37.3	0	0
16	Locked	37.6	5	0
17	Locked	37.6	0	0
18	Locked	37.6	0	0
19	Locked	37.6	16	0
20	Locked	38.6	6	0
21	Locked	38.6	5	0
22	Locked	38.6	5	0
23	Locked	38.6	6	0
24	Locked	38.6	0	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700026	39.3	5120	64 qam	10
2	39400012	36.8	5120	64 qam	12
3	46200004	37.8	5120	64 qam	11
4	60300014	39.3	5120	64 qam	9

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	3254k;fg87dsfd;kfoA,.iyewrkld

Primary Downstream Service Flow

SFID	10470
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	10469
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time	Priority	Description
24/08/2021 12:04:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 12:03:57	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 18:55:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:53:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:53:21	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:53:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:53:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:53:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:28:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:27:41	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 14:27:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Thank You

Mark

[-tony-]

nothing jumps out as wrong that i can see - config file is ok - how are you testing wired or wifi - have you tried a full reset of the hub - hold the button a good 30 sec and then some - dont turn it off let it sort itself out and then try another speed test wired

[estgeorge]

Hi Tony
Have tested both wired and wifi, same results. Have restarted the hub a few times since yesterday, always leaving it for a minute or two before turning it back on.  It did briefly give me 90Mbps yesterday evening for about an hour, but then dropped back down again.  I was getting an average of 205 on my 200 connection before yesterdays upgrade, the hub is the same one i had before, the only thing the engineer had to do was add a splitter for the TV from the main cable.

Thank You

[-tony-]

hmmmm - a splitter would have changed the levels by 3 or 4 but with or without it the levels are good but is the clue there somewhere - take the splitter out of the equation - i guess you va a cable from the wall box to the splitter - unscrew that fron the splitter and connect it to the hub so just the one cable - levels should rise - but should be in limits then do a speed test wired - lets see what that say

is the cable from the wall box your original one or a new one supplied by the tech - if a new one do you have the original - if you get slow speeds without the splitter try a different coax cable

[estgeorge]

Hi Tony

Tried a hard reset, also just tried connecting straight to the router without going through the splitter, same speed and now the router has a red light.  I think this may need an engineer to sort out 😞  Thank you for the advice though, worth a try

cheers

mark

[Kath_F]

Hi Mark, 

Thanks for your post and apologies to hear you're having an issue since your upgrade. 

We can certainly have a look at this for you however I am finding more than one account with your email address so I just want to double check things with you. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,
 

[Kath_F]

Hi estgeorge,

Thanks for coming back to me with your information via private message. 

Our diagnostics on your home network and Hub have not found any issues that could account for connection issues. All power levels are at optimal levels, I'm not seeing any errors and there are no open faults in your area either.

Can you please try re-running the speedtest connecting the Hub directly to the Laptop or PC? This will allow us to rule out a third party router issue. Make sure you turn the Hub off, disconnect the router and connect to the PC or Laptop before turning the hub back on.

You'll also need to ensure the network card on the PC or Laptop is 1GB and that the ethernet cable is cat 6e minimum. 

Pop back here with your results. 

Thanks,

[Kath_F · Accepted solution]

Hi estgeorge, 

Thanks again for replying through a private message. As we're not discussing any account information, you can post back publicly instead 🙂

I'm glad changing the cable has helped. As the modem is in mode mode, the light will remain red. It's meant to be magenta but does look more red so that's not a fault. It won't change colour until you put the hub back in to normal router mode. 

Let us know if you have any further issues. 

Thanks,