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Maccaman
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Upgraded to 200Mbps - download speeds only 40-55Mbps

Hi there,

How do I contact Virgin, there is definitely a problem with my connection, as I'm also getting 10-20% of the TV channels with "No signal".

I have tried to phone them, but just go around in a loop with them checking the line etc, and never get to talk to anyone.

I have done everything including checking all connections and rebooting/resetting everything multiple times. I'm checking the speeds with a cable directly plugged into the router - I have had a maximum download speed of about 55Mbps, and the minimum guaranteed for a 200Mbps line is 107Mbps.

Can anyone help, or is there an easy way to get an engineer out to check things? It has always been a bit flakey, but has been worse since my upgrade about 2 weeks ago.

My log entries below.

Cable Modem Status

 

Item

Status

Comments

 

Acquired Downstream Channel (Hz)

370750000

Locked

 

Ranged Upstream Channel (Hz)

39400000

Locked

 

Provisioning State

Online

 

 

 

 

 

 

 

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

370750000

-4

38

256 qam

26

2

202750000

-0.2

40

256 qam

9

3

210750000

-0.7

40

256 qam

10

4

218750000

-1

38

256 qam

11

5

226750000

-1.2

40

256 qam

12

6

234750000

-1.7

40

256 qam

13

7

242750000

-1.7

40

256 qam

14

8

250750000

-2.2

40

256 qam

15

9

258750000

-2.2

40

256 qam

16

10

266750000

-2.4

40

256 qam

17

11

274750000

-2.2

40

256 qam

18

12

282750000

-2

40

256 qam

19

13

290750000

-2.2

38

256 qam

20

14

298750000

-2

38

256 qam

21

15

306750000

-2.5

37

256 qam

22

16

314750000

-2.4

37

256 qam

23

17

322750000

-3

38

256 qam

24

18

330750000

-2.7

38

256 qam

25

19

378750000

-4.7

38

256 qam

27

20

386750000

-4.7

40

256 qam

28

21

394750000

-5

38

256 qam

29

22

402750000

-5.7

38

256 qam

30

23

410750000

-5.9

37

256 qam

31

24

418750000

-6.5

37

256 qam

32

         

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

29118

120

2

Locked

40.3

140

6

3

Locked

40.3

169

0

4

Locked

38.9

88

0

5

Locked

40.3

150

3

6

Locked

40.3

173

0

7

Locked

40.3

454

0

8

Locked

40.3

715

0

9

Locked

40.3

185

0

10

Locked

40.3

299

0

11

Locked

40.3

444

0

12

Locked

40.3

1781

0

13

Locked

38.9

2729

20

14

Locked

38.9

2081

14

15

Locked

37.6

7254

19

16

Locked

37.6

18686

29

17

Locked

38.6

3130

3

18

Locked

38.9

4334

18

19

Locked

38.9

34287

2333

20

Locked

40.3

3568

12

21

Locked

38.6

628

12

22

Locked

38.6

554

12

23

Locked

37.6

785

12

24

Locked

37.3

2278

11

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

51

5120

64 qam

4

2

46200000

50

5120

64 qam

3

3

53700000

47

5120

64 qam

2

4

60300000

47

5120

64 qam

1

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

5

0

2

ATDMA

0

0

4

0

3

ATDMA

0

0

2

0

4

ATDMA

0

0

3

0

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MikeRobbo
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Alessandro Volta
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Message 2 of 5
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Re: Upgraded to 200Mbps - download speeds only 40-55Mbps

Your Downstream Power Levels individually bar one are all within spec but, the differential between the lowest at -6.5dBmV and the highest at -0.2dBmV is too great.

You have one Downstream Power Level that is too low.

You have one Upstream Power Level that maxed out.

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

1

370750000

-4

38

256 qam

26

2

202750000

-0.2

40

256 qam

9

3

210750000

-0.7

40

256 qam

10

4

218750000

-1

38

256 qam

11

5

226750000

-1.2

40

256 qam

12

6

234750000

-1.7

40

256 qam

13

7

242750000

-1.7

40

256 qam

14

8

250750000

-2.2

40

256 qam

15

9

258750000

-2.2

40

256 qam

16

10

266750000

-2.4

40

256 qam

17

11

274750000

-2.2

40

256 qam

18

12

282750000

-2

40

256 qam

19

13

290750000

-2.2

38

256 qam

20

14

298750000

-2

38

256 qam

21

15

306750000

-2.5

37

256 qam

22

16

314750000

-2.4

37

256 qam

23

17

322750000

-3

38

256 qam

24

18

330750000

-2.7

38

256 qam

25

19

378750000

-4.7

38

256 qam

27

20

386750000

-4.7

40

256 qam

28

21

394750000

-5

38

256 qam

29

22

402750000

-5.7

38

256 qam

30

23

410750000

-5.9

37

256 qam

31

24

418750000

-6.5

37

256 qam

32

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

51

5120

64 qam

4

2

46200000

50

5120

64 qam

3

3

53700000

47

5120

64 qam

2

4

60300000

47

5120

64 qam

1


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
jpeg1
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Re: Upgraded to 200Mbps - download speeds only 40-55Mbps

All those T3 timeouts are another indication that something isn't right.

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Corey_C
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Helpful Answer

Re: Upgraded to 200Mbps - download speeds only 40-55Mbps

Hi Maccaman

I've got a tech visit booked for you on Wed, 16/12/20 12-4PM. You can view or reschedule this from your online account with this link

Thanks,

Corey C

 

Maccaman
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Re: Upgraded to 200Mbps - download speeds only 40-55Mbps

Thanks Corey, that's great.

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