on 17-08-2021 14:12
Hi.
I am not the first and sure will not be the last to post about this issue.
Until recently I have been working from home with no issues, but the last day or 2 have been awful and I have not been able to do anything. Not even save a simple excel file.
I am using the Wi-Fi on Virgin Media Super Hub 2ac.
I have done all the usual check suggested by the on line help.
Assuming the RealSpeed - SamKnows doesn't work on my old router.
I have run a number of speed test today, different times and different tools and all are coming back about the same. Download speeds are fine, upload is non existent.
Details of the Super Hub 2ac as requested
Information
Cable Modem | EuroDOCSIS 3.0 Compliant |
Serial Number | 3PM346WX02F11 |
Boot Code Version | PSPU-Boot 1.0.20.1391 |
Software Version | V2.01.15 |
Hardware Version | 1.03 |
CA Key | Installed |
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 411000000 | Locked |
Ranged Upstream Channel (Hz) | 32600000 | Success |
Provisioning State | OK | Operational |
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) |
411000000 | 419000000 | 427000000 | 435000000 | 443000000 | 451000000 | 459000000 | 467000000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
Power Level (dBmV) | -0.36 | -0.29 | -0.37 | -0.50 | -0.39 | -0.50 | -0.55 | -0.77 |
RxMER (dB) | 36.39 | 36.61 | 36.39 | 36.39 | 37.09 | 37.09 | 37.09 | 37.09 |
Pre RS Errors | 11562 | 2963 | 2482 | 11011 | 8524 | 9144 | 9374 | 9632 |
Post RS Errors | 8381 | 740 | 779 | 9037 | 7172 | 6461 | 7527 | 7781 |
Upstream US-1 US-2 US-3 US-4
Channel Type | 2.0 | 2.0 | 2.0 | 2.0 |
Channel ID | 5 | 4 | 3 | 6 |
Frequency (Hz) | 32600000 | 39400000 | 46200000 | 25800000 |
Ranging Status | Success | Success | Success | Success |
Modulation | 64QAM | 64QAM | 64QAM | 64QAM |
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 |
Mini-Slot Size | 2 | 2 | 2 | 2 |
Power Level (dBmV) | 44.50 | 44.79 | 45.04 | 44.29 |
T1 Timeouts | 0 | 0 | 0 | 0 |
T2 Timeouts | 0 | 0 | 0 | 0 |
T3 Timeouts | 0 | 0 | 1 | 0 |
T4 Timeouts | 0 | 0 | 0 | 0 |
Network Log
First Time | Last Time | Priority | Error Number | Description |
17/08/2021 12:39:58 GMT | 17/08/2021 12:39:58 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
17/08/2021 12:39:58 GMT | 17/08/2021 12:39:58 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
17/08/2021 12:39:58 GMT | 17/08/2021 12:39:58 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
17/08/2021 12:39:58 GMT | 17/08/2021 12:39:58 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
17/08/2021 12:39:58 GMT | 17/08/2021 12:39:58 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
17/08/2021 12:39:58 GMT | 17/08/2021 12:39:58 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
17/08/2021 12:39:58 GMT | 17/08/2021 12:39:58 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
17/08/2021 12:39:54 GMT | 17/08/2021 12:39:54 GMT | Critical (3) | 84000500 | SYNC Timing Synchronization failure - Loss of Sync |
17/08/2021 12:39:53 GMT | 17/08/2021 12:39:53 GMT | Critical (3) | 84000500 | SYNC Timing Synchronization failure - Loss of Sync |
17/08/2021 12:03:29 GMT | 17/08/2021 12:03:29 GMT | Warning (5) | 66050310 | Auth Success - Web login successful. |
17/08/2021 12:03:21 GMT | 17/08/2021 12:03:21 GMT | Warning (5) | 66050300 | Auth Fail - Web login failed. |
17/08/2021 11:45:16 GMT | 17/08/2021 11:45:16 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
17/08/2021 09:58:19 GMT | 17/08/2021 09:58:19 GMT | Error (4) | 68010302 | DHCP WAN IP - 86.1.172.204 |
17/08/2021 09:57:20 GMT | 17/08/2021 09:57:20 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
17/08/2021 09:43:47 GMT | 17/08/2021 09:43:47 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
17/08/2021 09:39:58 GMT | 17/08/2021 09:39:58 GMT | Error (4) | 68010302 | DHCP WAN IP - [DELETED |
17/08/2021 09:39:09 GMT | 17/08/2021 09:39:09 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
17/08/2021 09:38:58 GMT | 17/08/2021 09:38:58 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
Thanks
Mark..
[MOD EDIT: Personal and private information has been removed from this post.]
on 17-08-2021 16:34
Hi sinfinity/Mark
Thanks for posting. My apologies for the lower than expected speeds.
I've ran a check for you today on our systems. It says the following;
Your area is affected by an SNR (signal to noise ratio) issue. You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.
The fault reference for your records is F009226346 and the estimated fix date is tomorrow at 12.05pm.
Please monitor the connection and speeds after this time, do some tests via Ethernet on a PC/Laptop if you can as this will also show us if it's a broadband issue or wireless one (when the SNR is resolved) and no Sam Knows wouldn't work with the 2AC.
Best,
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill