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Speed issues

Annotation 2020-01-18 191157.jpgHi 

I am currently having issues with my TV service, can't receive certain TV channels Film4hd, H2HD and skysports crickethd among others, get an error W02.

Spoke to Virgin today and supposedly an area fault with a fix date of 23/01/20.

Could this also be affecting my broadband speed as I have M500 broadband but am receiving about a tenth of that.

Upload is fine and quicker than the download speeds.

Done all the obvious stuff, checked connections and rebooted the router.

All testing done via ethernet connection.

speedtest.JPGspeedtest1.JPG

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Re: Speed issues

Downstream bonded channels

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

12987500003.928256 qam21
21787500004.625256 qam0
31867500004.625256 qam0
41947500004.625256 qam0
52027500004.925256 qam0
62107500004.826256 qam0
72187500004.526256 qam11
82267500004.327256 qam12
9234750000427256 qam13
102427500003.928256 qam14
112507500003.728256 qam15
122587500003.228256 qam16
132667500003.528256 qam17
142747500003.528256 qam18
152827500003.728256 qam19
162907500003.728256 qam20
173067500003.728256 qam22
18314750000428256 qam23
19322750000429256 qam24



Downstream bonded channels

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

1Locked28.94935224115
2Locked25152263814946
3Locked25.2160863948802
4Locked25.5637463946258
5Locked25.953354363419732
6Locked26.3512505558820664
7Locked26.52059720043357335
8Locked274694862516992143
9Locked27.662637240703199
10Locked286178092370888
11Locked28.3584398254177
12Locked28.654024378315
13Locked28.4567275511390
14Locked28.455420715648
15Locked28.75111158791
16Locked28.94649890013
17Locked28.94831222315
18Locked28.9456494345
19Locked29447670226

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1461999794.4512064 qam1
2258000074.4512064 qam4
3326000264.4512064 qam3
4393999764.4512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Speed issues

Are those 'Reds' on the BQM reboots or the Hub going off line?

What does it say on the VM Status page?

***********************************************************************************************************************************

Mike Robinson


Ex UK Armed Forces
Computer Based Training and Learning Designer for many of the world's Military Arms.
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Re: Speed issues

Reboots while I was checking stuff out.

The status page says everything in my area is fine, but it says that for the tv service, it was only when I spoke to Virgin today they said there was an issue for TV in my area.

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Re: Speed issues

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Re: Speed issues

I am only an uneducated novice with Hub stats so I will leave those for someone else to have a look at.

In the meantime it may be a good idea to carry out a factory reset on the Hub …

With the Hub Powered on use a paperclip or similar do a pinhole reset.

Depress the pinhole switch for a timed 60 seconds then release.

DO NOT reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

Once a steady white and no other lights are illuminated check your speeds again.

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Mike Robinson


Ex UK Armed Forces
Computer Based Training and Learning Designer for many of the world's Military Arms.
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Re: Speed issues

You have a stupidly low signal to noise ratio on all 19 of the downstream channels which have managed to lock, the other 5 you should have seem to have gone missing entirely! Upstream is fine which is something I suppose.

I doubt this is a simple cable fault it’ll be something more substantial upstream at VM’s end especially if it is effecting your TV service as well and they have confirmed an area fault.

With a known fault logged, they won’t send an engineer out- I can only suggest that you sit tight and wait for them to fix it. The automatic compensation probably won’t apply to you as that only kicks in for ‘total’ loss of service, but it can’t harm you calling customer services or even retentions and seeing if you can’t get a credit on you account for the service degradation.

You could get the error logs from the hub and post them up but I have a suspicion as to what they’ll contain - MDD timeouts, SYNC loss and partial service messages.

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Re: Speed issues

Thanks everyone for the replies.

Looks like its a sit tight job then jem101, thanks.

You're right about the error logs:

Network Log

Time Priority Description

18/01/2020 20:41:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:41:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:42:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:42:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:42:24Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:42:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:42:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:42:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:43:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:43:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:43:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:43:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:43:43Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:43:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:44:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:44:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:44:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:44:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:44:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2020 20:44:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Helpful Answer

Re: Speed issues

Hi spacecadetuk,

 

Thanks for posting.

 

Sorry that you're having issues with both your TV and Broadband at the moment. I'd like to help you get these sorted out.

 

In regards to your broadband, I've had a look at the backend of your services and as jem101 has stated, you've got SNR issues on all of your channels. This something I'll need to book a technician visit for, so I'll need to pop you a private message.

 

I'll also take a look at the TV issues you're having, as I'll need to access your account to help with this too.

 

I'll speak to you there.

 

Thanks

 

Melissa 

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Re: Speed issues

Hi Melissa_F

As I said in the private message, here are the latest stats.

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

12987500003.737256 qam21
21387500004.637256 qam1
31467500004.437256 qam2
4154750000437256 qam3
51627500003.737256 qam4
61707500003.537256 qam5
71787500002.937256 qam6
81867500001.737256 qam7
91947500002.737256 qam8
102027500004.138256 qam9
11210750000437256 qam10
12218750000437256 qam11
132267500004.137256 qam12
142347500004.337256 qam13
152427500004.137256 qam14
16250750000437256 qam15
172587500003.738256 qam16
182667500003.738256 qam17
192747500003.538256 qam18
202827500003.738256 qam19
212907500003.738256 qam20
223067500003.938256 qam22
233147500003.938256 qam23
24322750000437256 qam24



Downstream bonded channels

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

1Locked37.6472713954146
2Locked37.32783105617
3Locked37.32522177524
4Locked37.33448830641
5Locked37.660919623968
6Locked37.363321701501
7Locked37.3702683733
8Locked37.316804633531717
9Locked37.373014633565662
10Locked38.65385505628253944
11Locked37.653887827579743880
12Locked37.6203974294429660131
13Locked37.6467436276166038818
14Locked37.66205077406959191
15Locked37.6610895320617508
16Locked37.657867926340834
17Locked38.65346105673166
18Locked38.655881212611747
19Locked38.65486594346705
20Locked38.6503660392643
21Locked38.645474901880
22Locked38.6481337763222
23Locked38.645392932285
24Locked37.644843994753

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1462000434.375512064 qam1
2258000044.375512064 qam4
3326000124.375512064 qam3
4393999574.375512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

TimePriorityDescription21/01/2020 10:07:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:07:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:07:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:07:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:07:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:07:38Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:07:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:08:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:08:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:08:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:08:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:08:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:08:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:09:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:09:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:09:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:09:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:10:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 10:10:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/01/2020 14:50:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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