Virgin Media Community

[WulfrunDave]

Hi

Recently upgraded package from M250 to M350 but I am still on the old speed? Has the upgrade been updated your end?

Paying new price as of this month

David

[carl_pearce]

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@WulfrunDave wrote:

Hi

Recently upgraded package from M250 to M350 but I am still on the old speed? Has the upgrade been updated your end?

Paying new price as of this month

David

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How do you know?

Have you checked the HUB configuration tab to check if the config has been updated?

[Adduxi]

As @carl_pearce  says, check the conf settings on the Hub. It will show what speed has been provisioned.
It's Configuration tab - Primary Downstream Service Flow - Max Traffic Rate.

If it's not configured, try a reset as below and check again.  If this fails, phone VM or wait here a day or two for a VM Mod to pick this up.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

[WulfrunDave]

Have followed the advise and now receiving the correct download however latency feels extremely inconsistent, even at what i consider to be off peak times - this is on a wired connection CAT5E cable. Online gaming I get constant latency spikes, ever since the outside cable was pulled out the ground when we had the driveway tarmacked, could this cable perhaps be damaged?

[Andrew-G]

Post the hub status data for Downstream, Upstream and Network log here (formatted text, not screen shots), and also set up a Broadband Quality Monitor.  Post a LINK to a LIVE, SHARED graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.

If you had navvies digging up and manhandling the cable, there's a distinct possibility that it may have been damaged - coax cable is surprisingly delicate, and kinks or crush damage that might look innocuous can cause internal signal reflections that would stuff up the connection.

[WulfrunDave]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d2cb1bba45d5b612d86f4cf5e7bef325f8...

Hope this works ok

(After running the reset on the Hub 3.0 I am now only getting 70-80 download - has been around 220 for the last 18 months even on Wifi )

[WulfrunDave]

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 291000000 2.2 38 256 qam 20
2 139000000 3.7 38 256 qam 1
3 147000000 3.5 38 256 qam 2
4 155000000 3.2 40 256 qam 3
5 163000000 3.2 40 256 qam 4
6 171000000 3.4 38 256 qam 5
7 179000000 3.2 38 256 qam 6
8 187000000 3.4 38 256 qam 7
9 195000000 3.4 40 256 qam 8
10 203000000 3.2 40 256 qam 9
11 211000000 3 38 256 qam 10
12 219000000 3 38 256 qam 11
13 227000000 3 38 256 qam 12
14 235000000 3 38 256 qam 13
15 243000000 2.7 38 256 qam 14
16 251000000 2.9 38 256 qam 15
17 259000000 2.7 38 256 qam 16
18 267000000 2.4 40 256 qam 17
19 275000000 2.2 40 256 qam 18
20 283000000 2.2 38 256 qam 19
21 299000000 2.4 38 256 qam 21
22 307000000 1.7 38 256 qam 22
23 315000000 1.7 38 256 qam 23
24 323000000 1.7 38 256 qam 24

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700097 28.5 5120 64 qam 2
2 39400039 28.8 5120 64 qam 4
3 46200048 28.8 5120 64 qam 3
4 60300000 28.8 5120 64 qam 1

Primary Downstream Service Flow
SFID 1036
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

[Steven_L]

Hey @WulfrunDave,

Welcome back to the community and thanks for taking the time to post.
I'm sorry to hear of the issues that you're having with your connection, I have looked into this and can see that your upgrade has definitely gone through but the issue lies with the levels of SNR with your connection they are too low and would need to be adjusted by a technician visit. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L