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STATZY
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Very poor 1gb speed

I'm not going to go into great detail regarding the debacle ive had over the last 6 weeks with virgin, here's the basic details, 8 hours on the phone, an engineers visit, work being carried out on the day i upgraded (for 5 weeks), 6 weeks of shockingly bad connection speed, averaging about 350mb down 52mb up, CONSTANT disconnections, on average lose connection every 2 hours. being told to downgrade to 500mb (within my 14 days period) then being told it will take 28 days!!!!!

Checked ALL my hardware, ran various network speed tests using iperf3 (averaging around 1010mb) on all cables, pcs, connections, EVERYTHING. I use my own hardware for WIFI so please don't go there.

1) Id like a virgin rep to at least give me an explanation as to why my service is so poor.

2) How this is going to be resolved.

3) When is this going to be resolved.

Ive been with virgin (blueyonder/telewest) for over 15 years and ALWAYS had a near perfect connection with very very few issues, and excellent customer service.

Why has the service gone so poor, why do i keep getting fobbed off by VM staff?

 

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MikeRobbo
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Alessandro Volta
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Message 2 of 16
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Re: Very poor 1gb speed

You will have to wait on here for a few days until one of the VM Forum Staff comes along.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Buffer6
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Message 3 of 16
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Re: Very poor 1gb speed

If you are using your equipment for your business, then a Business connection

with SLA (service level agreement) would be preferable to a Residential connection

as you would get quicker support if things aren't going right.

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STATZY
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Message 4 of 16
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Re: Very poor 1gb speed

This is a home connection.

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Buffer6
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Message 5 of 16
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Re: Very poor 1gb speed

I think when others know what is right, they will then have to determine what is wrong

And that is by posting the stats and allowing others to investigate the problem

and since you don't want to go there, I'm afraid we're not going to be of much help.

Best wait for Forum staff to get the problem/headache

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STATZY
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Message 6 of 16
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Re: Very poor 1gb speed

Clearly you misunderstood with your  "since you don't want to go there, I'm afraid we're not going to be of much help"

i stated 

"I use my own WIFI hardware so please don't go there"

As literally EVERY vm rep I spoke to repeatedly said "we have issues with super hub 4 WIFI" even after repeatedly telling them possibly 10 times "I don't use super hub 4 WIFI I use my own hardware" 

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MikeRobbo
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Alessandro Volta
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Message 7 of 16
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Re: Very poor 1gb speed

OK then

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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STATZY
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Message 8 of 16
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Re: Very poor 1gb speed

Heres my graph

 

When i access my router and click "check router status" i get a blank screen, tried rebooting sh4, still the same  

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Anonymous
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Message 9 of 16
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Re: Very poor 1gb speed

To access the router stats on a HUB 4 you must access Advanced settings/Tools/Network status (You need to login to the HUB).

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STATZY
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Re: Very poor 1gb speed

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

253310000003.59999838.605377QAM25625
11390000006.09999838.605377QAM2561
21470000005.90000238.605377QAM2562
31550000005.69999738.605377QAM2563
41630000005.59999838.605377QAM2564
51710000005.00000037.636276QAM2565
61790000005.50000038.605377QAM2566
71870000005.09999837.636276QAM2567
81950000004.59999837.636276QAM2568
92030000004.69999738.605377QAM2569
102110000003.09999837.636276QAM25610
112190000004.59999837.636276QAM25611
122270000003.29999937.636276QAM25612
132350000004.09999837.636276QAM25613
142430000003.00000037.355988QAM25614
152510000003.50000037.355988QAM25615
162590000003.50000037.636276QAM25616
172670000003.00000038.605377QAM25617
182750000003.90000238.605377QAM25618
192830000003.79999938.605377QAM25619
202910000004.00000038.605377QAM25620
212990000003.59999837.636276QAM25621
223070000003.59999838.605377QAM25622
233150000002.90000238.605377QAM25623
243230000004.30000338.605377QAM25624
263390000004.69999738.605377QAM25626
273470000004.80000338.605377QAM25627
283550000004.80000338.605377QAM25628
293630000005.09999838.605377QAM25629
303710000004.69999738.605377QAM25630
313790000004.69999738.605377QAM25631



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25Locked000
1Locked38728300
2Locked38448700
3Locked16978029600
4Locked8513872400
5Locked42166700
6Locked38536300
7Locked35424800
8Locked38127800
9Locked29102600
10Locked30024700
11Locked27090100
12Locked22428900
13Locked29488100
14Locked30174300
15Locked29370900
16Locked18370000
17Locked20077500
18Locked17096100
19Locked16698200
20Locked19105700
21Locked16515300
22Locked20926700
23Locked19477200
24Locked31350100
26Locked30869800
27Locked28823500
28Locked33537500
29Locked31210200
30Locked30935000
31Locked8990852200



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked 4.1377488990
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