Virgin Media Community

[Gemmapb]

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

[Adduxi · Accepted solution]

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.  

[Gemmapb]

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.

[Paulina_Z]

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, 

[Paulina_Z]

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! 

[Gemmapb]

 

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.

[Jodi_S]

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.