I'm wondering if anyone else is seeing similar (I'm in West London/Brentford area), or can help understand my superhub logs. I'm not sure whether this is a problem within my area that is being dealt with or something Virgin Media need to see and act on.
Firstly, I've been getting massive variance in pings (to Google DNS 220.127.116.11 etc) with frequent packet loss. Webpages take an age to load completely and even FTP downloads and upload speeds are way below my 250mb/s service max speeds. This has been happening the last couple of days.
The virgin media status checker doesn't know what's going on and is clearly confused
..but then after following "Test your hub" I get . So which is it?
My router is showing the following..
Cable Modem StatusItem Status Comments
|Acquired Downstream Channel (Hz)|
|Ranged Upstream Channel (Hz)|
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
Any thoughts welcome! Thanks,
This looks like a local fault or an engineer visit to resolve signal issues.
Check for area and local faults using :
Call 0800 561 0061 for local faults
Reading the logs,
Downstream Bonded channels :
The ideal SNR (dB) is 33 or higher and there are channels ( E.g. 2 & 3 ) here that range down to 27 & those have clocked up many uncorrectable errors.
Some kind of local noise issue looks a problem - typically damaged or loose coax cables.
Upstream bonded channels :
There are only 2 channels connected; 4 or 5 channels is normal which could be due to the incorrect
Power (dBmV) which should be 35-49 dBmV, but here we see 52 & 54 which is outside the preferred range.
The status checker is still demonstrating a split personality as per the OP. First it tells me there are no reported problems in my area, but then once I trigger a hub test I get
Still seeing the unreliable pings and slow loading webpages etc. No loose cables here either 😞
The ( much wider ) Area level check can come back fine, but there can be a locality defect say that affects just 1 street cabinet.
The Hub sees some kind of issue, is that reflected in the locality defects from phoning 0800 561 0061
Try a full 60 second factory pinhole reset as below. This will set the Hub back to "out of the box" conditions.
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.
If the Hub comes back with the same horrendous levels, then as noted by @Client62 it's most likely a local issue.
You can either phone in or wait here a few days for a VM Mod to pick this up.
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Thank you for reaching out to us here on the community.
I am very sorry to hear of the issues you have been experiencing with the service, I appreciate this must be frustrating.
On checking things from our side, I can see that there is currently a known issue in the area related to SNR (Signal to Noise Ratio) impacting our customers.
The team are working to get this resolved and the estimated fix time is 24th January 14:45pm.
Thank you for your patience whilst we work on this.