10 Mbps very slow

[MikeBrighton]

Hi,
can anyone help with my very slow connection ?
Virgin say my modem is ok and have replaced the cable from my house to the cabinet but I still get a very poor and intermittent connection

My modem shows:

Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9

Downstream Lock : Locked
Downstream Channel Id : 35
Downstream Frequency : 314750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 14.5 dBmV
Downstream SNR : 42.8 dB

Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 45800000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 45.5 dBmV
Upstream Mini-Slot Size : 2

thanks for any help

[Arj12]

Hey. I'm not expert on this but from looking at you readings from your modem it looks to me like a very high receive power level. Maybe a slightly high downstream SNR aswell.
Mind you like I said I'm not expert at this so take what I am saying with a very big pinch of salt!!

[MikeBrighton]

I heard there was not enough server capacity in the BN2 9xx area too, but any suggestions greatfully received !

[Sephiroth]

It would seem to me that you're close to your cabinet and/or they've moved you up to a less attenuated block. The clue lies in the beuatifully high SNR. It's excellent.

But, there's not enough loss in your coax section to arrive at your modem with a lower amount of power and so the power sort of overwhelms the modem at that level. It needs to be below 6 dBmv. A 10 dBmv forward path attenuator at the back of the modem would do the trick (Maplins if you want to break the rules and do it yourself).

[MikeBrighton]

thanks, if I phone virgin can I get them to post me one or someone round to fit one etc ?

[Sephiroth]

Yep - that's what I would say.

[Peter_]

We do not send out attenuators so you will need a engineer to check the connection for you and fix accordingly.

You need to call Tech Support which is open 24/7 on 151 from your Virgin Media Phone.

It's absolutely free.

Or call 0845 454 1111 from any other phone line.

[MikeBrighton]

I'm still getting

Downstream Receive Power Level : 13.5 dBmV
Downstream SNR : 41.4 dB
Upstream transmit Power Level : 49.0 dBmV

but everything has working fine for a while now, I think VM must have fixed another problem in the BN2 area so I'm quite happy with the 10Mb service now

[Sephiroth]

Your numbers mean that there is little/no downstream noise around. It's out of spec IMO and you should put a forward path attenuator on. I would call it in.

[MikeBrighton]

If I phone the guys on 1503 will they know what I'm talking about when I tell them power levels are too high ? Or is there someone else I should contact.. I have visions of a very long and confusing phone call

[Sephiroth]

Moldova gavve the correct advice. Tell 151 that you've had problems but your downstream power level at 13.8 dBmv is high and needs attenuating.

Yes - it might be a long call.