20-03-2010, 10:38
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#1
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cf.addict
Join Date: Feb 2005
Location: Gosport, Hampshire (Solent)
Services: TiVo XL TV, 30MB BB, XL Phone.
Posts: 180
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20Mb Query
Hi
Recently upgraded from 10Mb (Size L) to 20Mb (Size XL).
Just wondering if everything is working correctly.
Sppedtest.net report...
Modem Info...
VM 256 Modem (Black with VM logo on it)
Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -15.1 dBmV
Downstream SNR : 26.1 dB
Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 25800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 38.0 dBmV
Upstream Mini-Slot Size : 2
Is this all ok or should I request a new modem from VM ?
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20-03-2010, 10:57
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#2
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Sad Doig Fan!
Join Date: Aug 2007
Location: Barry South Wales
Services: BT Infinity Option 2 with Unlimited Anytime phone
Posts: 3,542
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Re: 20Mb Query
Your downstream receive power level and SNR are outside of normal parameters. You need to book an engineer.
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20-03-2010, 12:01
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#3
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cf.mega poster
Join Date: Oct 2005
Location: Merseyside
Age: 23
Services: Be*Unlimited ADSL Upto 24Mbps, Actual Sync 9Mbps/1.25Mbps, Actual Speed 8.3Mbps/1Mbps. Moving to BT
Posts: 2,071
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Re: 20Mb Query
Not a bad speed but the signal specs as above are well out of spec. The downstream should be between +/- 7 dBmV, yours is -15dBmV which is very badly out of spec, I'm surprised it works at all.
Upstream I believe should be over 40dBmV, and SNR should be over 30dB.
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20-03-2010, 17:26
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#4
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cf.addict
Join Date: Feb 2005
Location: Gosport, Hampshire (Solent)
Services: TiVo XL TV, 30MB BB, XL Phone.
Posts: 180
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Re: 20Mb Query
Just phoned VM and they refuse to send out an engineer as they say I can get online fine. The agent said it's an issue with the server and he's just gone to speak to a technician now.
EDIT - He came back and asked me to do another speed test, result was...
He then said it is definitely a server issue and to wait 48 hours then do another speed test.
Why do I feel like I've been fobbed off. Agent wasn't English either, as I had trouble understanding him at times (due to hearing impairment)
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Last edited by dbateman2k5; 20-03-2010 at 17:33.
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20-03-2010, 17:30
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#5
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cf.mega poster
Join Date: Oct 2005
Location: Merseyside
Age: 23
Services: Be*Unlimited ADSL Upto 24Mbps, Actual Sync 9Mbps/1.25Mbps, Actual Speed 8.3Mbps/1Mbps. Moving to BT
Posts: 2,071
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Re: 20Mb Query
Kill the modem (turn off) and then call again saying its not working. They'll schedule a techy then.
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20-03-2010, 17:35
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#6
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cf.addict
Join Date: Feb 2005
Location: Gosport, Hampshire (Solent)
Services: TiVo XL TV, 30MB BB, XL Phone.
Posts: 180
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Re: 20Mb Query
I've just updated the recent post by me.
EDIT - IF I phone back, will I get someone who speak clear English ?
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Last edited by dbateman2k5; 20-03-2010 at 17:47.
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21-03-2010, 09:20
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#7
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Virgin Media Staff
Join Date: Nov 2008
Location: At My Desk
Services: Virgin Media Tivo XL TV - 100Mb Broadband
Posts: 2,478
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Re: 20Mb Query
Quote:
Originally Posted by dbateman2k5
I've just updated the recent post by me.
EDIT - IF I phone back, will I get someone who speak clear English ?
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You need to ring back again, those levels are bad.
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21-03-2010, 10:00
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#8
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cf.addict
Join Date: Feb 2005
Location: Gosport, Hampshire (Solent)
Services: TiVo XL TV, 30MB BB, XL Phone.
Posts: 180
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Re: 20Mb Query
This morning speedtest result was...
Just spoken to VM faults and had no luck, the person on the other end said that my modem is fine (he checked the modem from his end after he asked me for the modem's MAC address), and that I don't need an engineer to visit. I also read out my Downstream SNR and Power Levels and he said these were ok.
He also said I need to have my PC looked at by a computer technician (there's nothing wrong with my PC).
__________________
Last edited by dbateman2k5; 21-03-2010 at 10:28.
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21-03-2010, 11:52
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#9
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Virgin Media Staff
Join Date: Nov 2008
Location: At My Desk
Services: Virgin Media Tivo XL TV - 100Mb Broadband
Posts: 2,478
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Re: 20Mb Query
He is talking out of his **** ring back in the week and you will get a on shore person more than likely.
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21-03-2010, 12:21
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#10
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cf.geek
Join Date: Nov 2005
Location: London
Services: V+ HD XL
BT Infinity 80mbps
Posts: 518
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Re: 20Mb Query
Quote:
Originally Posted by dbateman2k5
He also said I need to have my PC looked at by a computer technician (there's nothing wrong with my PC).
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Ive also been having problems with my connection lately. I phoned them up and they seemed to think it was a problem with my router, even though it was clearly not. They also wouldnt send a tech out because I was online ok.
I emailed their twitter customer care thingy and they said I could have a tech sent out if I needed one.
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21-03-2010, 13:21
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#11
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cf.addict
Join Date: Feb 2005
Location: Gosport, Hampshire (Solent)
Services: TiVo XL TV, 30MB BB, XL Phone.
Posts: 180
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Re: 20Mb Query
I'm not on twitter, only on Facebook.
Will try ringing again after 9am tomorrow in the hope of getting a shore person and an engineer booked.
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21-03-2010, 14:25
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#12
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cf.geek
Join Date: Nov 2005
Location: London
Services: V+ HD XL
BT Infinity 80mbps
Posts: 518
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Re: 20Mb Query
Quote:
Originally Posted by dbateman2k5
I'm not on twitter, only on Facebook.
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I emailed their twitter email address. They respond via EComplaints@virginmedia.co.uk. Should try emailing them.
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21-03-2010, 17:48
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#13
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cf.addict
Join Date: Feb 2005
Location: Gosport, Hampshire (Solent)
Services: TiVo XL TV, 30MB BB, XL Phone.
Posts: 180
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Re: 20Mb Query
I have sent an email to both twitter@virginmedia.com and EComplaints@virginmedia.co.uk.
Hope I get a reply to one of them.
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21-03-2010, 21:05
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#14
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Catjack
Join Date: Jan 2009
Location: Liverpool
Services: Samsung V+ XL TV
XL Phone
30Mb Superhub
Nokia N8
Posts: 19,859
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Re: 20Mb Query
Quote:
Originally Posted by dbateman2k5
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Call tomorrow after 0800 and you should get a UK agent who can see the fault and book you an engineer.
__________________
"Religion was invented when the first con man met the first fool." - Mark Twain (1835 - 1910) now that has a ring of truth to it.
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22-03-2010, 09:15
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#15
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cf.addict
Join Date: Feb 2005
Location: Gosport, Hampshire (Solent)
Services: TiVo XL TV, 30MB BB, XL Phone.
Posts: 180
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Re: 20Mb Query
Phoned back and engineer is booked for tomorrow afternoon. Agent did say that the downstream power level is worrying, but the downstream SNR isn't too much of a worry.
I'll update this post after the engineer has been and hopefully resolved the problem.
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