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Poor 1Gb connection with little help from Virgin

TonyJover
Up to speed

Hi all,

My connection has become pretty broken: Quality Monitor Different Link

SamKnows won't even complete without failing with "Lost Connection"

 Phoning Virgin results in "It shows 1Gbps here, try a pinhole reset" followed by "We have to give it 48 hours now before we can look at this again"

I'm expecting a call tomorrow at 10am (we'll see if that happens!) but in the mean time I have real problems with any TV interactive services or indeed, anything much to do with the internet.

Any suggestions while I wait?

26 REPLIES 26

Client62
Hero

How do the Upstream and Downstream Power levels and Modulation modes look in the Hub's status pages ?
Copy past the logs into the forum if you would like a hand in reviewing them.

Check for area and local faults using : https://my.virginmedia.com/faults/service-status

Call 0800 561 0061 for more local faults

There are a couple of Samknow test pages did you have this one : https://www.samknows.com/realspeed/    ( for Hubs (3/4/5) in Router mode )



No issues listed in area faults. Tech lady that I spoke with yesterday also stated no known faults.

Yes, I was trying realspeed on SamKnows. If I only do the simple download speed test it will sometimes complete without timing out, with Router Speed showing anything from 40mbps up to the full 1120mbps depending on what it feels like. I've not been able to complete the full test without it timing out.

What's the best way to show my BQM as an image in these posts?

3.0 Downstream channels

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

487390000003.237.4QAM25648
205150000006.338.6QAM25620
184990000006.437.4QAM25618
195070000006.538.6QAM25619
21523000000638.6QAM25621
225310000005.738.6QAM25622
235390000006.238.6QAM25623
245470000006.538.6QAM25624
255550000006.838.6QAM25625
265630000006.938.6QAM25626
275710000006.638.6QAM25627
285790000006.338.6QAM25628
295870000006.438.6QAM25629
305950000006.438.6QAM25630
316030000006.337.6QAM25631
326110000006.238.6QAM25632
336190000005.637.6QAM25633
346270000005.537.6QAM25634
356350000005.337.6QAM25635
36643000000637.6QAM25636
376510000006.237.6QAM25637
386590000005.537.6QAM25638
396670000005.337.4QAM25639
406750000004.737.6QAM25640
416830000005.337.6QAM25641
426910000005.538.6QAM25642
43699000000537.6QAM25643
447070000004.237.6QAM25644
457150000003.437.6QAM25645
467230000003.237.4QAM25646
477310000003.237.6QAM25647



3.0 Downstream channels

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

48Locked37.35598850
20Locked38.60537700
18Locked37.35598810
19Locked38.60537700
21Locked38.60537700
22Locked38.60537720
23Locked38.60537710
24Locked38.60537700
25Locked38.60537710
26Locked38.60537710
27Locked38.60537700
28Locked38.60537700
29Locked38.60537710
30Locked38.60537710
31Locked37.63627610
32Locked38.60537700
33Locked37.63627600
34Locked37.63627610
35Locked37.63627620
36Locked37.63627610
37Locked37.63627640
38Locked37.63627620
39Locked37.35598830
40Locked37.63627600
41Locked37.63627600
42Locked38.60537710
43Locked37.63627610
44Locked37.63627600
45Locked37.63627600
46Locked37.35598800
47Locked37.63627620



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
49964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
49Locked390.910352793200

 

3.0 Upstream channels

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

13010000042.35120 KSym/sec64QAM4
24310000042.35120 KSym/sec64QAM2
34960000042.85120 KSym/sec64QAM1
42360000042.55120 KSym/sec32QAM5
536600000425120 KSym/sec64QAM3



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0020
2US_TYPE_STDMA0020
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
5US_TYPE_STDMA0050



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.838.52KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA22053.400

Upstream has got a little worse...

3.0 Upstream channels

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

13010000040.85120 KSym/sec64QAM4
243100000415120 KSym/sec64QAM2
34960000041.55120 KSym/sec64QAM1
42360000040.85120 KSym/sec16QAM5
536600000415120 KSym/sec64QAM3



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0030
2US_TYPE_STDMA0030
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
5US_TYPE_STDMA0050



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.837.02KQAM8


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA22053.400

ac1e6c18efe21df1a09149fb6741c3ab662b1f0c-18-01-2023

Hmmm... it appears that the packet loss has suddenly fixed itself...??

jbrennand
Very Insightful Person
Very Insightful Person
Shocker of a BQM ! - But on the bright side... looks ok from 3 pm 🙂 Did you change anything then? Or did VM fix a known fault then?

Is the Hub in normal router mode ? If so - what devices are plugged into it ion ethernet cables ? Ofr are you in modem mode - if so what Router do you have and what is plugged into that on cables?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi John,

I changed nothing and if VM fixed something it was something they were keeping very quiet about... but it does appear to be resolved (for now?)

Hub's in normal router mode and the only things plugged in are a Hive hub and a Win10 workstation.

Cheers,
Tony

TonyJover
Up to speed

@TonyJover wrote:

I'm expecting a call tomorrow at 10am (we'll see if that happens!)


It didn't... shocker!