on 03-02-2022 20:27
I recently discovered that my 1Gb connection is running at a much slower speed. Having checked and logged call, an engineer came, diagnosed that the issue is with the external cable and said that I would receive and appointment to replace the cable outside the house. A couple of weeks later I have heard nothing further.
How do I change that up and get the broadband speed up to the standard it should be.
In the process the HUB 4 was changed to a HUB 5 that introduced other network issues
regards
Dave
on 03-02-2022 21:00
bsecond part first - whilst the hub5 supports 1gig it has not neen released for that speed - the tech should have known that and not given you a 5 - its also in trial mode- soft release [dont ask - dont know] and has lots of problems so that needs changing back to a hub4 - for that contact retentions and tell them/insist you want a hub4 asap - unplug it and say its faulty or you have no connection if you want
dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre
theres a freephone number 0800 052 0422. You need option 4 to speak to retentions
now the new cable - i cannot argue with a tech but a damaged cable if thats what is being said does not usually just result in slow speeds - dropouts poor or noisy connection is more likely
worth posting some info from the hub - this is for a hub 3/4 but sure the 5 will be similar
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
if its an earlier hub button is top right
on 04-02-2022 10:32
thanks Tony,
The original issue seen on the router was channel 7 unlocked and with errors on the download side with broadband speeds of 50-100Mb
After replacing the hub4 for the hub5 and a few other bits, 300-500Mb is possible but not stable
I will call Virgin later today
current router status shows
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300000 | 46.5 | 5120 | QAM 64 | 9 |
2 | 53700000 | 46.5 | 5120 | QAM 64 | 10 |
3 | 46200000 | 45.5 | 5120 | QAM 64 | 11 |
4 | 39400000 | 44.5 | 5120 | QAM 64 | 12 |
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 |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 563000000 | 7.4 | 40 | QAM 256 | 20 |
2 | 411000000 | 4.3 | 38 | QAM 256 | 1 |
3 | 419000000 | 4.6 | 39 | QAM 256 | 2 |
4 | 427000000 | 4.9 | 39 | QAM 256 | 3 |
5 | 435000000 | 5.2 | 39 | QAM 256 | 4 |
6 | 443000000 | 5.3 | 39 | QAM 256 | 5 |
7 | 451000000 | 5.5 | 39 | QAM 256 | 6 |
8 | 459000000 | 5.7 | 39 | QAM 256 | 7 |
9 | 467000000 | 5.9 | 39 | QAM 256 | 8 |
10 | 475000000 | 6.1 | 39 | QAM 256 | 9 |
11 | 483000000 | 6.2 | 39 | QAM 256 | 10 |
12 | 491000000 | 6.3 | 39 | QAM 256 | 11 |
13 | 499000000 | 6.3 | 39 | QAM 256 | 12 |
14 | 507000000 | 6.4 | 39 | QAM 256 | 13 |
15 | 515000000 | 6.6 | 40 | QAM 256 | 14 |
16 | 523000000 | 6.6 | 40 | QAM 256 | 15 |
17 | 531000000 | 6.7 | 40 | QAM 256 | 16 |
18 | 539000000 | 6.9 | 40 | QAM 256 | 17 |
19 | 547000000 | 7.1 | 40 | QAM 256 | 18 |
20 | 555000000 | 7.4 | 40 | QAM 256 | 19 |
21 | 571000000 | 7.5 | 40 | QAM 256 | 21 |
22 | 579000000 | 7.6 | 40 | QAM 256 | 22 |
23 | 587000000 | 7.6 | 40 | QAM 256 | 23 |
24 | 595000000 | 7.8 | 40 | QAM 256 | 24 |
25 | 603000000 | 7.6 | 40 | QAM 256 | 25 |
26 | 611000000 | 7.4 | 40 | QAM 256 | 26 |
27 | 619000000 | 7.4 | 40 | QAM 256 | 27 |
28 | 627000000 | 7.3 | 40 | QAM 256 | 28 |
29 | 635000000 | 7.2 | 40 | QAM 256 | 29 |
30 | 643000000 | 7.2 | 40 | QAM 256 | 30 |
31 | 651000000 | 7 | 40 | QAM 256 | 31 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40 | 0 | 23736 |
2 | Locked | 38 | 0 | 14634 |
3 | Locked | 39 | 0 | 15556 |
4 | Locked | 39 | 0 | 15484 |
5 | Locked | 39 | 0 | 15334 |
6 | Locked | 39 | 0 | 15491 |
7 | Locked | 39 | 0 | 16749 |
8 | Locked | 39 | 0 | 18597 |
9 | Locked | 39 | 0 | 18394 |
10 | Locked | 39 | 0 | 19369 |
11 | Locked | 39 | 0 | 21480 |
12 | Locked | 39 | 0 | 21898 |
13 | Locked | 39 | 0 | 21502 |
14 | Locked | 39 | 0 | 23355 |
15 | Locked | 40 | 0 | 17894 |
16 | Locked | 40 | 0 | 22088 |
17 | Locked | 40 | 0 | 18476 |
18 | Locked | 40 | 0 | 21601 |
19 | Locked | 40 | 0 | 23751 |
20 | Locked | 40 | 0 | 20873 |
21 | Locked | 40 | 0 | 26542 |
22 | Locked | 40 | 0 | 25818 |
23 | Locked | 40 | 0 | 22685 |
24 | Locked | 40 | 0 | 26150 |
25 | Locked | 40 | 0 | 23862 |
26 | Locked | 40 | 0 | 31419 |
27 | Locked | 40 | 0 | 35932 |
28 | Locked | 40 | 0 | 40594 |
29 | Locked | 40 | 0 | 43233 |
30 | Locked | 40 | 0 | 35768 |
31 | Locked | 40 | 0 | 37803 |
Item Status Comments
Acquired Downstream Channel(Hz) | 563000000 | Locked |
Ranged Upstream Channel(Hz) | 60300000 | Ranged |
Provisioning State | Online | Operational |
on 04-02-2022 12:34
upstream and downstream levels are good but pre rs levels are off the scale - they should be zero or very low numbers - that said what we are seeing may be a bug in the hub5 - as i said i would get rid of it and get a hub4 back on - see what happens with that then look at a new cable
04-02-2022 14:26 - edited 04-02-2022 14:27
If the table heading is correct then it's saying pre RS are zero and post RS are very high.
But it's a Hub5 so who knows?
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40 | 0 | 23736 |
2 | Locked | 38 | 0 | 14634 |
3 | Locked | 39 | 0 | 15556 |
on 04-02-2022 14:42
I think @jpeg1 is correct - there's something wrong with the numbers to have all zeroes for pre-RS, and high counts for post-RS. Maybe it just isn't displaying the pre-RS numbers, but looks to me like a field transposition error - either the two columns are the wrong way round, or perhaps there's an offset and the post-RS numbers shown are in fact the pre-RS values, and the true post-RS values aren't being picked up at all.
@hamild Sorry for the diversion this probably doesn't help at all, you're probably thinking "what are they babbling on about?" but you'll perhaps gather that the Hub 5 is "experimental" and the data it is reporting is unreliable. None of which takes away from the fact that the technician reckons a re-pull is needed, and there's no info on whether that's going ahead.
on 04-02-2022 16:05
Thanks for the comments. Slightly perturbed to find Hub5 is seen as experimental when it has been announced by Virgin Media and is being rolled out. Given the inability to change its LAN ip address and the faults with setting port forwarding I should perhaps not be surprised!
The key issue is that the HUB4 also had issues but only showed post rs faults on channel 7 which also did not lock.
From my point of view the key action at this point is to replace the outside cabling, which I will try and chase up. The HUB5 is set in modem mode because of the LAN issues mentioned above.
on 04-02-2022 16:58
When they get round to this post the forum staff can hopefully advise on the status of any repull (or contact those who do know), and that'd save you the potentially painful experience of trying to get through to and sense from VM's disappointing first line customer service.
on 04-02-2022 17:09
I rang earlier and am awaiting a call back.
As far as customer experience goes VM is not good, but I have been fortunate in that most of the timethe services have worked well. Very difficult to log a fault and even more difficult to chase. Apps that chase round in circles and I suspect technical departments without good interfaces to their counterparts, hence the lack of replacement cable
I am retired now but I speak as someone with 30 odd years experience in the computing and telecoms industries and many years in support
on 04-02-2022 21:18
dont want to be negative but if you get a call back think of 6 numbers and buy a lottery ticket as you will be one of the VERY rare ones for that to happen to so you luck is well up
the promise on a call back is one step up from hanging up on you - it gets you off the phone and the agent can mark the call as finished/resolved