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Replacement of cabinet to house cable

hamild
Tuning in

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

11 REPLIES 11

-tony-
Alessandro Volta

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

____________________

Tony.
Sacked VIP

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

16030000046.55120QAM 649
25370000046.55120QAM 6410
34620000045.55120QAM 6411
43940000044.55120QAM 6412

Upstream bonded channels

Channel 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

15630000007.440QAM 25620
24110000004.338QAM 2561
34190000004.639QAM 2562
44270000004.939QAM 2563
54350000005.239QAM 2564
64430000005.339QAM 2565
74510000005.539QAM 2566
84590000005.739QAM 2567
94670000005.939QAM 2568
104750000006.139QAM 2569
114830000006.239QAM 25610
124910000006.339QAM 25611
134990000006.339QAM 25612
145070000006.439QAM 25613
155150000006.640QAM 25614
165230000006.640QAM 25615
175310000006.740QAM 25616
185390000006.940QAM 25617
195470000007.140QAM 25618
205550000007.440QAM 25619
215710000007.540QAM 25621
225790000007.640QAM 25622
235870000007.640QAM 25623
245950000007.840QAM 25624
256030000007.640QAM 25625
266110000007.440QAM 25626
276190000007.440QAM 25627
286270000007.340QAM 25628
296350000007.240QAM 25629
306430000007.240QAM 25630
31651000000740QAM 25631

Downstream bonded channels

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

1Locked40023736
2Locked38014634
3Locked39015556
4Locked39015484
5Locked39015334
6Locked39015491
7Locked39016749
8Locked39018597
9Locked39018394
10Locked39019369
11Locked39021480
12Locked39021898
13Locked39021502
14Locked39023355
15Locked40017894
16Locked40022088
17Locked40018476
18Locked40021601
19Locked40023751
20Locked40020873
21Locked40026542
22Locked40025818
23Locked40022685
24Locked40026150
25Locked40023862
26Locked40031419
27Locked40035932
28Locked40040594
29Locked40043233
30Locked40035768
31Locked40037803

 

Item Status Comments

Acquired Downstream Channel(Hz)563000000Locked
Ranged Upstream Channel(Hz)60300000Ranged
Provisioning StateOnlineOperational

 

-tony-
Alessandro Volta

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 

 

____________________

Tony.
Sacked VIP

jpeg1
Alessandro Volta

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

1Locked40023736
2Locked38014634
3Locked39015556
- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Andrew-G
Alessandro Volta

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.  

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.

Andrew-G
Alessandro Volta

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. 

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

-tony-
Alessandro Volta

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

____________________

Tony.
Sacked VIP