on 27-03-2020 07:21
Hi,
For the past week my download and upload speeds have fluctuated hugely. My upload during the day is very slow, anywhere between 0.2Mbps and 1.2Mbps. I'm trying to work from home and the upload is dropping conference calls etc and making it very difficult to work. This is both on wired and wireless connections, I've complete a hard reset of the router etc. I used the help messaging and the only response I got (after 24 hours) was to hard reset the router which I'd already done. No further replies.
I've called VM 4 times, disconnected after 30+ minutes 3 times and finally got through to someone. They told me I had received a speed upgrade and to complete another hard reset of my router. I did say that I was dubious that this would resolve the issue but completed nonetheless. Still the same issues during the day. It's fine first thing this morning but I know that come 9am it will slow to a crawl again.
Is this a backend capacity issue within VM or a localised issue? I'm in the Cambridge area.
Thanks
Answered! Go to Answer
on 31-03-2020 21:27
Thanks for your reply Scott. I wasn't aware the IP address was in that data, apologies. I've tried to edit it but can't
Is this the data you need from the new hub:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 323000000 | 13.3 | 35 | 256 qam | 24 |
2 | 139000000 | 12.8 | 34 | 256 qam | 1 |
3 | 147000000 | 12.8 | 34 | 256 qam | 2 |
4 | 155000000 | 12.8 | 35 | 256 qam | 3 |
5 | 163000000 | 12.8 | 34 | 256 qam | 4 |
6 | 171000000 | 12.5 | 35 | 256 qam | 5 |
7 | 179000000 | 12.4 | 34 | 256 qam | 6 |
8 | 187000000 | 12 | 34 | 256 qam | 7 |
9 | 195000000 | 11.5 | 34 | 256 qam | 8 |
10 | 203000000 | 11 | 34 | 256 qam | 9 |
11 | 211000000 | 10.3 | 34 | 256 qam | 10 |
12 | 219000000 | 10 | 34 | 256 qam | 11 |
13 | 227000000 | 9.6 | 33 | 256 qam | 12 |
14 | 235000000 | 9 | 33 | 256 qam | 13 |
15 | 243000000 | 8 | 33 | 256 qam | 14 |
16 | 251000000 | 6.9 | 32 | 256 qam | 15 |
17 | 259000000 | 8.1 | 33 | 256 qam | 16 |
18 | 267000000 | 10.3 | 33 | 256 qam | 17 |
19 | 275000000 | 11 | 34 | 256 qam | 18 |
20 | 283000000 | 11.3 | 35 | 256 qam | 19 |
21 | 291000000 | 11.5 | 34 | 256 qam | 20 |
22 | 299000000 | 12.1 | 34 | 256 qam | 21 |
23 | 307000000 | 12.5 | 35 | 256 qam | 22 |
24 | 315000000 | 13 | 35 | 256 qam | 23 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35.5 | 1128 | 0 |
2 | Locked | 34.4 | 2270 | 3 |
3 | Locked | 34.9 | 1255 | 0 |
4 | Locked | 35 | 452 | 0 |
5 | Locked | 34.9 | 441 | 0 |
6 | Locked | 35 | 384 | 0 |
7 | Locked | 34.9 | 528 | 0 |
8 | Locked | 34.9 | 983 | 0 |
9 | Locked | 34.9 | 1749 | 0 |
10 | Locked | 34.4 | 3695 | 0 |
11 | Locked | 34.4 | 7772 | 0 |
12 | Locked | 34.3 | 8789 | 0 |
13 | Locked | 33.8 | 33290 | 0 |
14 | Locked | 33.4 | 53425 | 0 |
15 | Locked | 33.4 | 104863 | 0 |
16 | Locked | 32.9 | 256728 | 0 |
17 | Locked | 33 | 160697 | 0 |
18 | Locked | 33.8 | 11199 | 0 |
19 | Locked | 34.3 | 3443 | 0 |
20 | Locked | 35 | 1769 | 0 |
21 | Locked | 34.9 | 1527 | 0 |
22 | Locked | 34.9 | 1564 | 0 |
23 | Locked | 35 | 935 | 0 |
24 | Locked | 35.5 | 843 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200000 | 4.25 | 5120 | 64 qam | 1 |
2 | 25800199 | 4.325 | 5120 | 64 qam | 4 |
3 | 32600000 | 4.275 | 5120 | 64 qam | 3 |
4 | 39400000 | 4.25 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 31-03-2020 23:56
No worries, it is a common mistake. You only get a window of about 30 minutes after posting to edit posts, so as I said I have flagged it with the mods and hopefully they will edit it.
With the new hub you have more downstream channels than before and a few are below the recommended max of 10 dBmV, but most are above it. This will probably need a technician to visit and adjust the power levels. As the call centre staff have ignored or missed the discrepancy with the power levels, lets see if the forum staff can help. With the current crisis it may still take a day or two for them to get to this thread.
@ModTeam Please can you ask one of the forum team to have a look at @garrycav's connection as it appears to have abnormally high power levels on most of the downstream channels.
______________________
Scott
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 01-04-2020 19:54
Thanks for your advice Scott. No contact from VM 😞 Looks like I'll have to call them again tomorrow (or try to!).
Uploads speeds this afternoon were around 0.2 Mbps, impossible to work. I go on to conference calls (no video), share a presentation and then it all goes wrong. Very frustrating.
If there is general capacity issue and that is what is wrong I would rather they just told me.
on 01-04-2020 20:57
Please can someone from Virgin contact me or reply here, I've now had a number of people saying that my power levels are out. When I spoke to VM on the phone (twice) they upgraded me and then sent a new hub neither of which have made any difference.
When I mentioned the power levels they said they were fine but others have said they are not. HELP!
on 02-04-2020 09:35
Is anyone from VM available to check my power levels?
Current hub details:
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 323000000 | Locked |
Ranged Upstream Channel (Hz) | 39400000 | Locked |
Provisioning State | Online |
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 323000000 | 14.3 | 36 | 256 qam | 24 |
2 | 203000000 | 11.1 | 34 | 256 qam | 9 |
3 | 211000000 | 10.5 | 34 | 256 qam | 10 |
4 | 219000000 | 10 | 34 | 256 qam | 11 |
5 | 227000000 | 9.5 | 33 | 256 qam | 12 |
6 | 235000000 | 9 | 33 | 256 qam | 13 |
7 | 243000000 | 7.9 | 33 | 256 qam | 14 |
8 | 251000000 | 7.1 | 33 | 256 qam | 15 |
9 | 259000000 | 8.9 | 33 | 256 qam | 16 |
10 | 267000000 | 10.8 | 34 | 256 qam | 17 |
11 | 275000000 | 11.5 | 35 | 256 qam | 18 |
12 | 283000000 | 12 | 35 | 256 qam | 19 |
13 | 291000000 | 12.4 | 35 | 256 qam | 20 |
14 | 299000000 | 12.9 | 35 | 256 qam | 21 |
15 | 307000000 | 13.3 | 35 | 256 qam | 22 |
16 | 315000000 | 13.8 | 35 | 256 qam | 23 |
17 | 427000000 | 14.5 | 36 | 256 qam | 25 |
18 | 435000000 | 14 | 36 | 256 qam | 26 |
19 | 443000000 | 14.3 | 36 | 256 qam | 27 |
20 | 451000000 | 15 | 36 | 256 qam | 28 |
21 | 459000000 | 15.8 | 36 | 256 qam | 29 |
22 | 467000000 | 16.3 | 36 | 256 qam | 30 |
23 | 475000000 | 16.8 | 37 | 256 qam | 31 |
24 | 483000000 | 17.1 | 37 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 36.3 | 6558 | 0 |
2 | Locked | 34.4 | 76307 | 0 |
3 | Locked | 34.4 | 141371 | 0 |
4 | Locked | 34.3 | 264768 | 0 |
5 | Locked | 33.9 | 983950 | 0 |
6 | Locked | 33.8 | 1173241 | 0 |
7 | Locked | 33.3 | 3725149 | 0 |
8 | Locked | 33.4 | 7272636 | 0 |
9 | Locked | 33.8 | 1449253 | 0 |
10 | Locked | 34.4 | 107969 | 0 |
11 | Locked | 35 | 34814 | 0 |
12 | Locked | 35 | 15260 | 0 |
13 | Locked | 35.5 | 9694 | 0 |
14 | Locked | 35.5 | 11248 | 0 |
15 | Locked | 35.7 | 6542 | 0 |
16 | Locked | 35.7 | 6015 | 0 |
17 | Locked | 36.3 | 10188 | 0 |
18 | Locked | 36.6 | 14913 | 0 |
19 | Locked | 36.3 | 17818 | 0 |
20 | Locked | 36.3 | 18525 | 0 |
21 | Locked | 36.6 | 18375 | 0 |
22 | Locked | 36.6 | 20905 | 0 |
23 | Locked | 37.3 | 24878 | 0 |
24 | Locked | 37.3 | 28689 | 0 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 4.35 | 5120 | 64 qam | 2 |
2 | 46200000 | 4.35 | 5120 | 64 qam | 1 |
3 | 25800053 | 4.475 | 5120 | 64 qam | 4 |
4 | 32600000 | 4.4 | 5120 | 64 qam | 3 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 02-04-2020 09:46
Hi do you have any ethernets plugged into your hub? Try removing all ethernets from hub and rebooting the hub, before you reconnect please run a speed test
on 02-04-2020 09:50
Hi I'm a Virgin Media Field Tech currently working from home. I'm new on here but I shall try and get someone to contact you as your signal levels are indeed quite high. @KeithF1
on 02-04-2020 09:52
Many thanks!
on 02-04-2020 10:52
Hello @garrycav
After reading through the comments and looking at your signal levels it seems although firstly we need to replace the router as you have had it for 5 years or so and could just be issues with this, I read you have one on the way which is great hopefully this will improve your upload speeds! Secondly you will need an engineer visit to reduce the signal levels as they are way to high plus 14 is 4 db above absolute maximum having to much signal is like not having enough it has the same effect with the service.
Please message me privately if you have any questions.
Many thanks
on 02-04-2020 11:11
@Keith_f1 Thanks for contributing, I'll bring you up to speed. @garrycav Has already received and installed a new Hub 3 a few days ago, note the most recent power levels posted have the extra channels associated with a Hub 3. It hasn't helped with the issue.
If you can arrange an engineer visit it is probably best that you PM @garrycav yourself as that is what the regular forum team do in these circumstances. Many of the forum users are unfamiliar with PMs and some end up posting personal and account info on the forum, which is less likely if you initiate the PM conversation.
I appreciate you are new round here and I hope you don't mind my feedback. I also appreciate the efforts of yourself and your colleagues at this difficult time and hopefully we can help more folks stay online and stay at home 🙂
______________________
Scott
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks