on 09-09-2021 00:16
Hi,
Were on the M350 package and normally get the advertised 350 down and 35 up but for the last few days we have been as low as 15 Mbps down and 1 Mbps up.
Checked the service pages and no faults reported, we did however have a couple of outages a few weeks ago, believe a cable was cut when some new houses were getting built.
I have restarted the Hub 3, taken it out of modem mode and done a factory reset and still not getting any better than 90 Mbps down and 20 Mbps up.
Can someone look at the router stats and tell me if there is anything wrong please?
Many thanks.
Cable Modem Status | ||
Item | Status | Comments |
Acquired Downstream Channel (Hz) | 195000000 | Locked |
Ranged Upstream Channel (Hz) | 60299974 | Locked |
Provisioning State | Online |
|
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 195000000 | -4.2 | 40 | 256 qam | 8 |
2 | 139000000 | -2.7 | 38 | 256 qam | 1 |
3 | 147000000 | -3.4 | 38 | 256 qam | 2 |
4 | 155000000 | -3.9 | 38 | 256 qam | 3 |
5 | 163000000 | -3.7 | 38 | 256 qam | 4 |
6 | 171000000 | -4 | 38 | 256 qam | 5 |
7 | 179000000 | -4 | 38 | 256 qam | 6 |
8 | 187000000 | -4.2 | 38 | 256 qam | 7 |
9 | 203000000 | -5 | 38 | 256 qam | 9 |
10 | 211000000 | -4.9 | 38 | 256 qam | 10 |
11 | 219000000 | -5.5 | 38 | 256 qam | 11 |
12 | 227000000 | -5.4 | 38 | 256 qam | 12 |
13 | 235000000 | -5.5 | 38 | 256 qam | 13 |
14 | 243000000 | -5.7 | 38 | 256 qam | 14 |
15 | 251000000 | -5.7 | 38 | 256 qam | 15 |
16 | 259000000 | -5.7 | 38 | 256 qam | 16 |
17 | 267000000 | -5.5 | 38 | 256 qam | 17 |
18 | 275000000 | -6.2 | 38 | 256 qam | 18 |
19 | 283000000 | -5.5 | 38 | 256 qam | 19 |
20 | 291000000 | -6.2 | 38 | 256 qam | 20 |
21 | 299000000 | -5.2 | 38 | 256 qam | 21 |
22 | 307000000 | -5.5 | 38 | 256 qam | 22 |
23 | 315000000 | -5 | 38 | 256 qam | 23 |
24 | 323000000 | -6.2 | 38 | 256 qam | 24 |
Downstream bonded channels
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.3 | 36198 | 0 |
2 | Locked | 38.6 | 146193 | 1921496 |
3 | Locked | 38.9 | 370559 | 1532231 |
4 | Locked | 38.6 | 214414 | 1901292 |
5 | Locked | 38.9 | 156221 | 1922359 |
6 | Locked | 38.6 | 93337 | 1035298 |
7 | Locked | 38.6 | 160892 | 1519427 |
8 | Locked | 38.6 | 398274 | 1164610 |
9 | Locked | 38.6 | 3765 | 0 |
10 | Locked | 38.6 | 383 | 0 |
11 | Locked | 38.6 | 3866 | 0 |
12 | Locked | 38.9 | 9683 | 0 |
13 | Locked | 38.9 | 52563 | 0 |
14 | Locked | 38.9 | 87355 | 0 |
15 | Locked | 38.9 | 241183 | 0 |
16 | Locked | 38.6 | 234478 | 1 |
17 | Locked | 38.6 | 195037 | 0 |
18 | Locked | 38.6 | 148281 | 0 |
19 | Locked | 38.9 | 29543 | 0 |
20 | Locked | 38.6 | 13056 | 0 |
21 | Locked | 38.6 | 120 | 0 |
22 | Locked | 38.9 | 6 | 0 |
23 | Locked | 38.9 | 0 | 0 |
24 | Locked | 38.9 | 0 | 0 |
|
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 60299974 | 50.3 | 5120 | 64 qam | 1 |
2 | 39399957 | 48.3 | 5120 | 64 qam | 4 |
3 | 46199988 | 47.8 | 5120 | 64 qam | 3 |
4 | 53699971 | 50.3 | 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 |
|
General Configuration
Network access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | Docsis30 |
Config file | 34ncxv9873254k;fg87dsfd;k |
Primary Downstream Service Flow
SFID | 5643 |
Max Traffic Rate | 402500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Primary Upstream Service Flow
SFID | 5644 |
Max Traffic Rate | 38500089 |
Max Traffic Burst | 42600 |
Min Traffic Rate | 0 |
Max Concatenated Burst | 42600 |
Scheduling Type | BestEffort |
|
Answered! Go to Answer
on 09-09-2021 10:25
Both your Downstream and Upstream power levels are near the limits of acceptable values, and some of the channels have noise ingress, as shown by the PostRS errors. You will need an engineer to rectify these issues.
The Downstream levels should be between -6 to +10 and Upstream between 34 and 51 by the way.
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on 09-09-2021 10:25
Both your Downstream and Upstream power levels are near the limits of acceptable values, and some of the channels have noise ingress, as shown by the PostRS errors. You will need an engineer to rectify these issues.
The Downstream levels should be between -6 to +10 and Upstream between 34 and 51 by the way.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 09-09-2021 10:36
Thank you.
I'm guessing it's been something with the building works near-by.
I will try and phone up unless it would be better to for one of the VM staff here to sort out.
on 09-09-2021 14:57
Hi @Gemmapb,
Welcome back to our Community Forums! Thank you for your post, and I'm sorry to hear that you're experiencing some ongoing issues with your speeds! I can understand that this can be very frustrating.
I was able to locate your account and see that your upstream and downstream power levels are out of spec and we will need a technician to come over to resolve this problem for you.
In order to have this actioned, I will need to confirm some details with you over Private Message. Please keep an eye our for a Purple envelope at the top right corner of your forum page. I will be in touch soon.
Thank you,
on 09-09-2021 17:19
Hi @Gemmapb,
Thank you for responding to my Private Message and confirming your details!
I was able to book in a technician appointment for an engineer to take a look at your power levels in more details. I have confirmed the appointment information in a Private Message.
You can also manage your appointment via your online account if needed.
Please keep us updated and let us know how your visit goes! 🙂
Thank you!
on 11-09-2021 18:19
All sorted. Turns out it was a corroded splitter under our floor.
Big thanks to your engineer Tam for trying everything else to make it better before we finally had to lift the flooring.
Thank you for your help.
on 13-09-2021 18:26
Thanks for the update Gemmapb,
Glad to hear the engineer tried his best to help resolve this before you had to take up your floor. This would have been a last resort for you, and we are sorry this had to happen.
We will give your praise to the technician Tam for you, and pass this on to his manager also.
If you need any further assistance please come back to us through this channel.
Kind regards Jodi.