Slow Speed, High Errors

[burgernz]

Hi,

I'm seeing poor speeds (around 100Mb/s for a 550Mb/s connection).

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6952cd5346cd27ce6394a7a3bc89de4e59... 

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

1	138750000	11	40	256 qam	1
2	146750000	10.4	40	256 qam	2
3	154750000	10.4	40	256 qam	3
4	162750000	10.5	40	256 qam	4
5	170750000	10	40	256 qam	5
6	178750000	10	40	256 qam	6
7	186750000	9.8	40	256 qam	7
8	194750000	9.5	40	256 qam	8
9	202750000	9	40	256 qam	9
10	210750000	8.8	40	256 qam	10
11	218750000	8.5	40	256 qam	11
12	226750000	7.4	40	256 qam	12
13	234750000	7.4	40	256 qam	13
14	242750000	7.9	40	256 qam	14
15	250750000	7.9	40	256 qam	15
16	258750000	8.4	40	256 qam	16
17	266750000	8.5	40	256 qam	17
18	274750000	8.5	40	256 qam	18
19	282750000	8.5	40	256 qam	19
20	290750000	8.5	40	256 qam	20
21	298750000	8.9	40	256 qam	21
22	306750000	8	40	256 qam	22
23	314750000	8.5	40	256 qam	23
24	322750000	7.8	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	525	1192
2	Locked	40.3	561	623
3	Locked	40.3	742	808
4	Locked	40.3	432	1242
5	Locked	40.3	491	1294
6	Locked	40.3	402	1205
7	Locked	40.9	394	1117
8	Locked	40.3	423	794
9	Locked	40.3	503	659
10	Locked	40.3	434	910
11	Locked	40.3	458	825
12	Locked	40.3	457	1152
13	Locked	40.3	516	713
14	Locked	40.3	445	875
15	Locked	40.3	413	561
16	Locked	40.3	427	674
17	Locked	40.3	393	441
18	Locked	40.3	287	324
19	Locked	40.3	277	122
20	Locked	40.3	286	93
21	Locked	40.3	300	170
22	Locked	40.3	373	250
23	Locked	40.3	381	272
24	Locked	40.3	447	566

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	fd;kfoA,.iyewrkldJKDHSUBs

Primary Downstream Service Flow

SFID	1588
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	1587
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[jbrennand]

Post up the upstream data tables as well.

Your down powers are all high with some channels being above the recommended maximum

Recommended range is -6dBmV to +10dBmV

That will need a tech visit to adjust

[Carley_S]

Hi @burgernz

Welcome back to the community. 

Sorry to hear you're having broadband issues at this time. I can see on our side that you also currently have some power levels out of spec. This will need an engineer to attend to investigate further. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S]

Thanks so much for your private message and confirming your address, I have now booked you a visit for broadband issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

[burgernz]

Hi,

Thanks for that. Where exactly do I see the date/time?

Charlie

[Ilyas_Y]

Hey there @burgernz, thanks for the reply.

You will need to sign in to My Virgin Media, click here to view the time and date.
Let us know how it goes.

Kind regards.