Virgin Media Community

[sinfinity]

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.]

[John_GS]

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,