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Poor connection rep looked at router and failed to recognise the un correctable errors, please help...

Concerned_user
On our wavelength

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000003.641QAM 25625
21390000007.342QAM 2561
31470000007.241QAM 2562
4155000000741QAM 2563
51630000006.942QAM 2564
61710000006.742QAM 2565
71790000006.542QAM 2566
81870000006.142QAM 2567
91950000005.842QAM 2568
102030000005.642QAM 2569
112110000005.642QAM 25610
122190000005.439QAM 25611
132270000005.641QAM 25612
142350000005.842QAM 25613
152430000005.742QAM 25614
162510000005.542QAM 25615
172590000005.642QAM 25616
182670000005.342QAM 25617
192750000005.242QAM 25618
202830000004.842QAM 25619
212910000004.842QAM 25620
222990000004.241QAM 25621
233070000004.241QAM 25622
243150000003.841QAM 25623
253230000003.841QAM 25624
263390000003.740QAM 25626
273470000003.441QAM 25627
283550000003.241QAM 25628
293630000002.941QAM 25629
303710000002.541QAM 25630
313790000002.141QAM 25631
323870000002.141QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41162981634
2Locked423440357471236
3Locked413773224383267
4Locked413894484273081
5Locked424022985229102
6Locked427453407249406
7Locked4212033444307855
8Locked42123046226042
9Locked42463544394
10Locked42600517005
11Locked42581515472
12Locked39571415497
13Locked41462764370
14Locked42360944133
15Locked42486945656
16Locked42392354927
17Locked42294383860
18Locked42258381927
19Locked42130081245
20Locked42181841429
21Locked42149131689
22Locked41171431246
23Locked4115831831
24Locked41148231389
25Locked4194941029
26Locked40192171234
27Locked41214042184
28Locked41126781756
29Locked4111189878
30Locked4185171439
31Locked4180331925
32Locked41131061210

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked34-8.917161994491989130
 
48 REPLIES 48

Concerned_user
On our wavelength

1Gb line, advisers tells me its a issue with my wifi, I need a speed booster /confused ??????????????

VM speed test says,

Concerned_user_0-1720306166008.png


Sam knows show to the hub

Concerned_user_1-1720306230423.png

Root cause of problem, Poor Signal Strength and errors

Concerned_user_2-1720306342943.png

Why does VM support not share this information, and why is the issue being mis-diagnosed???, please advise on next steps to resolve.




CloudFlare

Concerned_user_0-1720307088018.png

 

Speedtest.net.

Concerned_user_1-1720307156235.png

Seems VM are pushing Sam knows, which is inaccurate, my question is why, when there is clearly an issue, why the smoke and mirrors, why not just recognise the user has an issue, identify it, make a plan to correct and move on, to share a false representation of the service and then mis-identify the root cause only wastes everyone's time, and erodes the confidence of the customer in the product. 


I will attempt to arrange an engineer out tomorrow, its probably water in the box again 😞

940Mbps isn't correct for Gig1, it should be around 1130 - 1152Mbps.

940 on ethernet is correct. Were your speed tests on WiFi? 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

jbrennand
Very Insightful Person
Very Insightful Person

We need to see the full data set - but start from a clean sheet - do this..

___________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing.  Check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.
Also check the Upstream QAM’s are all at 64

Post the full data set... just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

 


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.


@jpeg1 wrote:

940 on ethernet is correct. Were your speed tests on WiFi? 


To the HUB, not to a device.

Yes. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

maybe VM link limited from speed test to hub at 1Gb on the server  

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Get yourself https://www.linuxmint.com/ and boot from it to test your speed

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