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sciisfun
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constant dropout and low speeds

Good afternoon Internet hive mind

We're due for renewal soon, however over the last few days we've been suffering from really low speeds, sometimes getting above 8Mb/s, despite being on a 75Mb/s package, but so low at other times that I'm struggling to stream netflix when I'm home alone. My Seagate nas also disconnects after a few days, and requires me to swap to a different ethernet port on the back of the router. i've attached the last few days of my think broadband monitor, and my stats from the router.

Let me know if anything else would help

Many thanks in advance

James

17-01-2021
16-01-2021
15-01-2021
14-01-2021

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)411000000419000000427000000435000000443000000451000000459000000467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)12.3312.3812.3412.3112.5212.4812.6412.52
RxMER (dB)35.9736.1736.1736.3936.8436.6136.8436.84
Pre RS Errors12741875015923167101410501014947
Post RS Errors282929292990979996987915

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2143
Frequency (Hz)39400000462000002580000032600000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM16QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)26.2526.5025.3925.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts2000
T4 Timeouts0000

 

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sciisfun
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Message 2 of 7
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Re: constant dropout and low speeds

just done another ookla speed test, to virgin Bristol, which is about 60 miles away

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MikeRobbo
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Message 3 of 7
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Re: constant dropout and low speeds

Your Downstream Power Levels are all too high.

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'.

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)411000000419000000427000000435000000443000000451000000459000000467000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)12.3312.3812.3412.3112.5212.4812.6412.52
RxMER (dB)35.9736.1736.1736.3936.8436.6136.8436.84
Pre RS Errors12741875015923167101410501014947
Post RS Errors282929292990979996987915

 

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Andruser
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Re: constant dropout and low speeds

Good spot by @MikeRobbo , although I suspect that the upstream power levels are even more of a problem as they're even worse.  I have marked your post for a staff response so if you can wait for a day or so that'll mean you don't need to phone it in; Chances are that this may need a technician visit, forum staff can arrange that if it is needed.  Your BQM might also be indicating an over-utilisation problem, but as the power levels are so far out I would avoid being too presumptive of that, and if VM take the opportunity to replace your antiquated Superhub 2 with a Hub 3 or 4, that may help a bit as well.  

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Lee_R
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Re: constant dropout and low speeds

Hi sciisfun, thanks for posting and welcome to our community.

I am sorry to hear you're having issues with your speed.  I would like to take a closer look on your behalf. To enable me to do so, I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

 

Lee

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sciisfun
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Message 6 of 7
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Re: constant dropout and low speeds

Hey bud, I've received a message from the community team, but since have had silence, is it worth chasing up with a phone call?

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Lee_R
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Re: constant dropout and low speeds

Sorry @sciisfun , your PM has only just been assigned to me.

Regards

 

Lee

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