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deviant
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Poor connection quality

Hi, 

Our Internet connection is gradually getting worse for streaming from the likes of Netflix /amazon, also browsing is extremely flaky. We have rebooted the hub many times which brings a short fix that doesn't last long at all, and I have looked at the signal levels which I'm a bit concerned about. They are posted below. 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1536999764.475512064 qam2
2394000024.325512064 qam4
3462000244.475512064 qam3
4603000214.625512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
Downstream bonded channels 
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13230000001138256 qam24
2139000000938256 qam1
31470000009.138256 qam2
4155000000938256 qam3
51630000009.138256 qam4
61710000009.138256 qam5
71790000009.338256 qam6
81870000009.538256 qam7
91950000009.438256 qam8
102030000009.138256 qam9
11211000000938256 qam10
12219000000938256 qam11
132270000008.638256 qam12
142350000008.538256 qam13
152430000008.138256 qam14
16251000000838256 qam15
172590000008.538256 qam16
18267000000938256 qam17
192750000009.138256 qam18
202830000009.338256 qam19
212910000009.838256 qam20
222990000001038256 qam21
2330700000010.340256 qam22
243150000001140256 qam23


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.925228
2Locked38.646163
3Locked38.6741362
4Locked38.660417
5Locked38.689424
6Locked38.995363
7Locked38.9952296
8Locked38.993587
9Locked38.990621
10Locked38.679582
11Locked38.643388
12Locked38.937392
13Locked38.633354
14Locked38.954324
15Locked38.947373
16Locked38.644380
17Locked38.947375
18Locked38.939423
19Locked38.962343
20Locked38.951382
21Locked38.921343
22Locked38.634415
23Locked40.327346
24Locked40.923355
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jbrennand
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Message 2 of 11
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Re: Poor connection quality

Yes your downstream power levels are all rather high and some are above the recommended maximum of 10dBmV. Also there are too many PostRS errors - suggesting noise getting in.
Wait here until a VM person can check for you in a day or two.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Stythinator
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Message 3 of 11
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Re: Poor connection quality

Firstly i would do a manual reset. You can do this by looking at the back of the modem and finding the pin hole pushing something inside it and waiting for 10 seconds and then releasing.

In the mean time as suggested your power levels do seem on the high side so it would be best if you also wait for someone from VM to comment here who will look at your connection and hopefully book an engineer to lower these for you. 

Good Luck.

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deviant
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Message 4 of 11
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Re: Poor connection quality

*bump*

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jbrennand
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Message 5 of 11
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Re: Poor connection quality

Dont bump.. it just moves you to the back of the VM queue.
While you are waiting - do a Hub restart and check that the Pre/Post RS errors have reset to 0 and then see if they start appearing and reaccumulating over the next few hours/day or so.
Also see if the downstream power level are still >10 then try calling in as a fault and see if the CS people can see it and agree you need a tech visit to sort.

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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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deviant
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Message 6 of 11
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Re: Poor connection quality

Still having issues and have yet to get a reply after a month. 

Is anyone available to have a look at our connection please? 

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
132300000010.438256 qam24
21390000008.538256 qam1
31470000008.638256 qam2
41550000008.538256 qam3
51630000008.538256 qam4
61710000008.538256 qam5
71790000008.838256 qam6
81870000008.838256 qam7
91950000008.838256 qam8
102030000008.538256 qam9
112110000008.438256 qam10
122190000008.438256 qam11
132270000008.338256 qam12
142350000008.138256 qam13
15243000000838256 qam14
16251000000838256 qam15
172590000008.138256 qam16
182670000008.538256 qam17
192750000008.538256 qam18
202830000008.538256 qam19
21291000000938256 qam20
222990000009.338256 qam21
233070000009.640256 qam22
2431500000010.340256 qam23


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.970
2Locked38.9360
3Locked38.6180
4Locked38.6240
5Locked38.9340
6Locked38.6300
7Locked38.6180
8Locked38.6140
9Locked38.9130
10Locked38.9250
11Locked38.9200
12Locked38.980
13Locked38.9130
14Locked38.9160
15Locked38.6130
16Locked38.9190
17Locked38.9120
18Locked38.9120
19Locked38.9140
20Locked38.9200
21Locked38.980
22Locked38.9120
23Locked40.3150
24Locked40.3100
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deviant
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Message 7 of 11
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Re: Poor connection quality

And now, 8 months down the line still issues. No contact from support either through chat, the call center is like a minimum 50 minute wait to get through to someone in India who tells you to do a hard reset even after it was done (2 days ago) 

 

Come on virgin media

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000001038256 qam25
22030000008.538256 qam9
32110000008.337256 qam10
42190000008.337256 qam11
5227000000837256 qam12
6235000000837256 qam13
72430000007.938256 qam14
82510000007.838256 qam15
92590000007.837256 qam16
102670000008.338256 qam17
112750000008.337256 qam18
122830000008.338256 qam19
132910000008.838256 qam20
14299000000938256 qam21
153070000009.338256 qam22
163150000009.938256 qam23
173230000009.938256 qam24
1833900000010.538256 qam26
1934700000010.438256 qam27
2035500000010.538256 qam28
2136300000010.638256 qam29
2237100000010.538256 qam30
2337900000010.838256 qam31
243870000001138256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.630
2Locked38.6110
3Locked37.3140
4Locked37.390
5Locked37.650
6Locked37.9110
7Locked38.6120
8Locked38.650
9Locked37.640
10Locked38.670
11Locked37.680
12Locked38.970
13Locked38.960
14Locked38.6100
15Locked38.670
16Locked38.980
17Locked38.670
18Locked38.680
19Locked38.940
20Locked38.9100
21Locked38.660
22Locked38.680
23Locked38.690
24Locked38.610
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deviant
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Message 8 of 11
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Re: Poor connection quality

Upstream bonded channels

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

1 60299998 4.475 5120 64 qam 1

2 39399996 4.125 5120 64 qam 4

3 46199988 4.275 5120 64 qam 3

4 53700019 4.475 5120 64 qam 2

 

 

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

 

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Martin_N
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Message 9 of 11
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Re: Poor connection quality

Hi deviant,

 

Thank you for your post. I'm very sorry to hear about the broadband issue you're having. 

 

I am unable to locate your account from the details we have. 

 

So what I will do is private message you so we can look into this further. 

 

^Martin

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deviant
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Re: Poor connection quality

Hi Martin, 

All good now, persisted with the call centre and finally got an engineer. Modem has been replaced and a 6db attenuator fitted.

 

Brian

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