Virgin Media Community

[scallybert]

In E4, I'm experiencing performance around 70Mb on a 200Mb service (wired laptop to router).

Worse, is that we've been chucked out of 3 important MS Teams meetings today (due to broadband going down).

While I might be able to live with 70Mb, getting chucked out of meetings is a deal-breaker.

How do I get this fixed ?

[lotharmat]

Is there any faults on the status page?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!

[scallybert]

None of those sources suggest any issues.

Still seeing speed tests well below 200Mb (~100), and the earlier drop-outs were a problem.

Is this sort of performance and these drop-outs typical ?

Which leads to questioning whether we're on the right service..? 

[Andrew-G]

That performance is not typical.  Normally VM deliver the speeds they offer consistently, so chances are you've got one of a small range of common problems.

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log in separate posts.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  If that draws a blank we can get you to check other things.

[scallybert]

Welcome back!
Sign in to view or modify your Hub 4 settings.
Password

Router status
Status
Downstream
Upstream
Configuration
Networklog
Refresh data
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 330750000 -0.099998 27.607420 QAM256 25
1 138750000 5.400002 26.322229 QAM256 1
2 146750000 5.099998 26.386889 QAM256 2
3 154750000 5.000000 26.586855 QAM256 3
4 162750000 4.599998 27.067228 QAM256 4
5 170750000 3.700001 27.170025 QAM256 5
6 178750000 2.900002 27.170025 QAM256 6
7 186750000 3.500000 27.578753 QAM256 7
8 194750000 3.299999 27.843828 QAM256 8
9 202750000 2.299999 27.355989 QAM256 9
10 210750000 1.700001 27.355989 QAM256 10
11 218750000 2.200001 27.724016 QAM256 11
12 226750000 1.599998 27.493872 QAM256 12
13 234750000 0.900002 27.144096 QAM256 13
14 242750000 0.799999 27.144096 QAM256 14
0 250750000 1.099998 26.365229 QAM256 0
16 258750000 0.700001 27.144096 QAM256 16
17 266750000 0.599998 27.067228 QAM256 17
18 274750000 0.400002 26.844463 QAM256 18
19 282750000 0.400002 26.868658 QAM256 19
20 290750000 0.799999 27.170025 QAM256 20
21 298750000 1.200001 27.694572 QAM256 21
22 306750000 0.500000 27.607420 QAM256 22
23 314750000 -0.500000 27.144096 QAM256 23
24 322750000 -0.500000 27.275312 QAM256 24
26 370750000 -2.500000 26.844463 QAM256 26
27 378750000 -2.799999 26.386889 QAM256 27
28 386750000 -2.799999 26.966808 QAM256 28
29 394750000 -3.200001 26.942062 QAM256 29
30 402750000 -3.400002 26.942062 QAM256 30
31 410750000 -3.500000 27.067228 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 27.607420 5996734 49275
1 Locked 26.322229 897149 5220431
2 Locked 26.386889 1252427 4865139
3 Locked 26.586855 2160095 3957425
4 Locked 27.067228 5040496 1073865
5 Locked 27.170025 5451124 659591
6 Locked 27.170025 5408482 702789
7 Locked 27.578753 5982325 84573
8 Locked 27.843828 5923413 8277
9 Locked 27.355989 5889866 202896
10 Locked 27.355989 5852453 244066
11 Locked 27.724016 5993879 36064
12 Locked 27.493872 5971295 102694
13 Locked 27.144096 5326202 786244
14 Locked 27.144096 5269288 843606
0 Locked 26.365229 932135 5185446
16 Locked 27.144096 5346489 765458
17 Locked 27.067228 5107804 1006069
18 Locked 26.844463 3893167 2223772
19 Locked 26.868658 3855905 2261006
20 Locked 27.170025 5512590 597267
21 Locked 27.694572 5985731 25386
22 Locked 27.607420 5996101 51069
23 Locked 27.144096 5460448 650364
24 Locked 27.275312 5714751 389666
26 Locked 26.844463 3793734 2323243
27 Locked 26.386889 1227112 4890461
28 Locked 26.966808 4630293 1485522
29 Locked 26.942062 4368362 1747929
30 Locked 26.942062 4354449 1761904
31 Locked 27.067228 5004532 1110008

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33 86 4K 1680 QAM256 424

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33 Locked 27 -4.2 6516566 0

[scallybert]

Welcome back!
Sign in to view or modify your Hub 4 settings.
Password

Router status
Status
Downstream
Upstream
Configuration
Networklog
Refresh data
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 45.520599 5120 KSym/sec 64QAM 2
2 25800000 46.770599 5120 KSym/sec 64QAM 4
3 32600000 45.020599 5120 KSym/sec 64QAM 3
4 46200000 46.770599 5120 KSym/sec 64QAM 1

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 2 0
2 US_TYPE_STDMA 0 0 1 0
3 US_TYPE_STDMA 0 0 3 0
4 US_TYPE_STDMA 0 0 2 0

[scallybert]

Welcome back!
Sign in to view or modify your Hub 4 settings.
Password

Router status
Status
Downstream
Upstream
Configuration
Networklog
Refresh data
Network Log
Time Priority Description

[scallybert]

Cheers. Done.

[Andrew-G]

Yep, looks like a power level issue.  I'll flag for the form staff, they'll book a technician for you, or advise if there's something else causing it like an area fault.

[Serena_C]

Hi @scallybert,

Welcome to our Community Help Forum 🙂

Thank you for making your first post regarding the performance issues of your broadband. I have taken a look and can see that your power levels are out of spec.

I have booked an engineer appointment for you to get this resolve, I will send you a private message with the details of your appointment and to confirm your address now.

Best wishes,

Serena