30M : Very slow connection

[Carol B]

I am in the SE15 area, and for the last few weeks my connection speed drops to almost zero after 4pm. I have had 3 engineer visits, a new superhub yesterday, some kind of booster attached to the cable a week ago, and my connection plugged into a different socket in the box up the road. Still the problem persists
Yesterday I was told there is a fault with the cable outside, seems it can't cope with the high usage after 4pm, so finally, I get an answer to the problem. Well, NO!!! because today they have informed me the problem is fixed, yet here I am again, after 4pm and logged on with Talk Talk, as my Virgin connection is almost non-existant. Another call to Virgin, they now say the power is too high on the superhub, so I have another engineer coming on Saturday.
The wiring has all been checked, New Superhub installed, any ideas anyone? Personally I think Virgin are over subcribed and just can't cope with the demand when the kids get home from school, but trying to any sense from the indian call centre regarding that question, sent them into a frenzy as it was not part of their script lol

[General Maximus]

Originally Posted by Carol B

seems it can't cope with the high usage after 4pm,

it doesnt work like that. Can you post your power levels from the shub. If it is in router mode you need to go to 192.168.0.1 and if it is modem modem 192.168.100.1

[Carol B]

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 298750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 10 55616000 Kbits/sec 298750000 Hz 12.2 dBmV 42.0 dB Hybrid
Locked QAM256 9 55616000 Kbits/sec 290750000 Hz 12.4 dBmV 41.8 dB Hybrid
Locked QAM256 13 55616000 Kbits/sec 306750000 Hz 12.5 dBmV 42.0 dB Hybrid
Locked QAM256 14 55616000 Kbits/sec 314750000 Hz 12.0 dBmV 41.6 dB Hybrid
Locked QAM256 15 55616000 Kbits/sec 322750000 Hz 12.4 dBmV 43.7 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 4 20480 Kbits/sec 45800000 Hz 48.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID 10616
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 10615
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort

[Sephiroth]

The engineer should have put a 10 dB forward path attenuator on your SH.

How's the connection now? And is the upstream power still around the 48 dBmv mark or does it creeep up to 55 dBmv when you referesh the stats?

[Carol B]

The connection is still really poor, I have had 3 Engineer visits in the last 2 weeks, and a senior engineer coming out on Monday.
I have unplugged the Superhub as i'm running out of patience, so at the moment i'm not using Virgin Media, i'm connecting via a dongle to talk talk, crap speeds but stable.

[Sephiroth]

The usual reason for poor speeds is congestion. Of course the downstream power levels have to be brought under control (preferably in the range -3 dBmv to +7 dBmv, but defo between -10 and +10). Then other causes can be examined.

Congestion that suddenly appears is usually due to what is known as a resegmentation; they could have switched you to another line card for whatever reason. Sometimes the reason is that they've temporarily crowded people onto, say, half the kit while they upgrade/refurbish the other half. They never tell their customers anything (which is atrocious) so you never know if that's what they've done. When that work is complete, they resegment again and things improve. Perhaps that's what's happened in your case.

[General Maximus]

hopefully the senior engineer would know stuff like that and that is something you can ask him when he comes round

[Carol B]

I might have to print this page and hand it to him, you got a step by step guide for him by any chance? lol