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Sneaky2
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Technician visited and wifi not fixed/worse

Internet connection is still really choppy, upload speeds non-existent at times, download speed plummets to around 50mbps and I get massive lag in some games, massive packet loss in the BQM. I've tried restarting, I've had a technician come round and "fix" it, I let virgin know it wasn't fixed and they put me on hold for 2 hours before cutting the line. Please can someone suggest some fixes or some steps? I can't wait on hold again for 2 hours just to be cut off 

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MikeRobbo
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Alessandro Volta
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Message 2 of 16
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Re: Technician visited and wifi not fixed/worse

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 16
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Re: Technician visited and wifi not fixed/worse

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Anonymous
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Message 4 of 16
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Re: Technician visited and wifi not fixed/worse

do you have the same problems with a wired connection?
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Sneaky2
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Message 5 of 16
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Re: Technician visited and wifi not fixed/worse

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Sneaky2
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Re: Technician visited and wifi not fixed/worse

Downstream bonded channels

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

12027500003.738256 qam9
22107500003.538256 qam10
32187500003.238256 qam11
42267500003.238256 qam12
5234750000338256 qam13
62427500002.738256 qam14
72507500002.438256 qam15
8258750000238256 qam16
92667500001.938256 qam17
102747500002.738256 qam18
112827500003.738256 qam19
122907500004.538256 qam20
13298750000538256 qam21
143067500005.338256 qam22
153147500005.538256 qam23
163227500005.538256 qam24
17330750000638256 qam25
183707500006.338256 qam26
193787500005.838256 qam27
20386750000538256 qam28
213947500004.538256 qam29
224027500004.838256 qam30
23410750000538256 qam31
244187500004.938256 qam32



Downstream bonded channels

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

1Locked38.670
2Locked38.6110
3Locked38.650
4Locked38.660
5Locked38.6140
6Locked38.680
7Locked38.6150
8Locked38.9110
9Locked38.6130
10Locked38.6180
11Locked38.6140
12Locked38.6120
13Locked38.670
14Locked38.6250
15Locked38.9210
16Locked38.690
17Locked38.690
18Locked38.960
19Locked38.970
20Locked38.670
21Locked38.990
22Locked38.9150
23Locked38.9110
24Locked38.680
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Sneaky2
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Message 7 of 16
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Re: Technician visited and wifi not fixed/worse

Upstream bonded channels

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

13940000047.5512064 qam9
25370000047.3512064 qam7
34619990346.8512032 qam8
43259987846.7512016 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00140
2ATDMA0000
3ATDMA0010
4ATDMA0020
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Sneaky2
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Message 8 of 16
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Re: Technician visited and wifi not fixed/worse

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID334142
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID334141
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Sneaky2
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Message 9 of 16
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Re: Technician visited and wifi not fixed/worse

Yes same issues with wired and wireless

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MikeRobbo
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Alessandro Volta
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Message 10 of 16
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Helpful Answer

Re: Technician visited and wifi not fixed/worse

It looks like you have two problems, firstly your BQM is showing latency and lost packets during 'gaming hours', this could account for the Upstream Modulation issues - they should all be at 64 QAM.

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

13940000047.5512064 qam9
25370000047.3512064 qam7
34619990346.8512032 qam8
43259987846.7512016 qam10

 

Secondly.

Your Downstream Power Levels individually are all within spec but, the differential between the lowest at +1.9dBmV and the highest at +6.3dBmV is too great.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

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

12027500003.738256 qam9
22107500003.538256 qam10
32187500003.238256 qam11
42267500003.238256 qam12
5234750000338256 qam13
62427500002.738256 qam14
72507500002.438256 qam15
8258750000238256 qam16
92667500001.938256 qam17
102747500002.738256 qam18
112827500003.738256 qam19
122907500004.538256 qam20
13298750000538256 qam21
143067500005.338256 qam22
153147500005.538256 qam23
163227500005.538256 qam24
17330750000638256 qam25
183707500006.338256 qam26
193787500005.838256 qam27
20386750000538256 qam28
213947500004.538256 qam29
224027500004.838256 qam30
23410750000538256 qam31
244187500004.938256 qam32

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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.