Typical of VM services

[iTekweni]

I complained to the ISPA and Virgin were quick on the phone to find out what my problem is to which I replied that my speed is no where near what I pay for and I have a DNS issue a couple of tests were made and a problem was seen but they wanted me to connect direct to the modem unfortunately this could not be done at the time and arrangements were made for a return call today at 10:00 hrs well it is now 12:05hrs and still waiting I even went out and bought a long patch cable so that we could try and solve the problem once and for all.

I have carried out test such as in safe mode with networking and normal and my speed does not go above 3.8Mbps and if I run wireless through the router my speed drops down to 2.1 Mbps and this was done on thinkbroadband.com recommeneded by the service team.
Date Downstream Upstream IP Address Connection
27/12/08 12:07 3391.65 Kbps 720.70 Kbps xxx.xxx.xxx.xxx cable modem normal
27/12/08 09:51 3572.26 Kbps 715.86 Kbps xxx.xxx.xxx.xxx cable safe mode with networking
26/12/08 21:27 2054.15 Kbps 715.85 Kbps xx.x.xx.xx wireless router
26/12/08 21:22 3896.04 Kbps 719.04 Kbps xxx.xxx.xxx.xxx cable modem normal
26/12/08 21:12 3790.87 Kbps 719.10 Kbps xxx.xxx.xxx.xxx cable modem safemode
26/12/08 21:06 3920.67 Kbps 717.21 Kbps xxx.xxx.xxx.xxx cable modem normal
26/12/08 16:43 2025.76 Kbps 716.09 Kbps xx.xx.xx.xx wireless router normal
26/12/08 15:41 2304.23 Kbps 718.47 Kbps xx.xx.xx.xx wireless router safe mode

as one can see my speeds are crap and I just hope the service departments comes back to me this weekend other wise another email to the ISPA.

[General Maximus]

how bizarre, maybe it is something to do with your powel levels on the modem because you are getting your max upload speed no problemo. I am sure one of the tech dudes (here) can help you out. Read this and check your stats and post the info below in anticipation of a tech dude asking.

http://www.cableforum.co.uk/board/12/26006-cable-modem-signal-levels.html

[iTekweni]

thanks for the quick reply here are my download levels

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 : 8.1 dBmV
Downstream SNR : 37.4 dB

hope this will help

[Noggo]

To quote Parky from earlier today:
Yes there are still issues in Warrington, but VM seem be totally uninterested.

I'm assuming as Warrington now has 50Meg on the newly installed DOCSIS 3 hardware, you'll probably find all your speed issues go away when 20Meg moves to new hardware using DOCSIS 2. This should be next year sometime, exactly at what stage next year I don’t know.

[jkenney]

To quote Parky from earlier today:


I'm assuming as Warrington now has 50Meg on the newly installed DOCSIS 3 hardware, you'll probably find all your speed issues go away when 20Meg moves to new hardware using DOCSIS 2. This should be next year sometime, exactly at what stage next year I don’t know.

what a joke. if i decided to stop paying my bill until 'next year sometime', i'm sure virgin would have something to say about it.

[broadbandbug]

To quote Parky from earlier today:


I'm assuming as Warrington now has 50Meg on the newly installed DOCSIS 3 hardware, you'll probably find all your speed issues go away when 20Meg moves to new hardware using DOCSIS 2. This should be next year sometime, exactly at what stage next year I don’t know.

Warrington 20Mb/s Modems have already migrated across!

[Ignitionnet]

thanks for the quick reply here are my download levels

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 : 8.1 dBmV
Downstream SNR : 37.4 dB

hope this will help

I actually suspect that you're on the DOCSIS 3 platform right now - 314.75MHz has never been used on either ntl, TW or the ex-CWC ntl network as a downstream frequency, those being 402.75MHz on original ntl, 586.75MHz on ex-CWC, such as Warrington, and 331MHz on ex-Telewest. You're 2 channels below the standard Telewest frequency taking into account the offset difference between ntl and Telewest, ntl using IRC and Telewest HRC.

This is a DOCSIS 3 downstream, I'm 95% sure of it, so you need a tech as this downstream has no business being congested and isn't, your speeds are pants whatever the time of day.

[whydoIneedatech]

thanks for the quick reply here are my download levels

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 : 8.1 dBmV
Downstream SNR : 37.4 dB

hope this will help
Is that Downstream frequency correct as I have never seen that figure before, it is usually 330750000hz, could you check it again and post back the results.

[Ignitionnet]

Is that Downstream frequency correct as I have never seen that figure before, it is usually 330750000hz, could you check it again and post back the results.

That's a DOCSIS 3 downstream WDINAT. OP is in Warrington and on 20Mbit so migrated to the 10k. 314.75MHz is exactly 2 channels below the standard.

[whydoIneedatech]

That's a DOCSIS 3 downstream WDINAT. OP is in Warrington and on 20Mbit so migrated to the 10k.
Thanks mate, its a new on me but no surprise on a EX-NTL connection.;)

[Noggo]

Warrington 20Mb/s Modems have already migrated across!

My Bad!!

I thought that the migration of 20M and 10M was going to be done at a later date and not at the time that 50M was rolled out in an area.

[Ignitionnet]

Thanks mate, its a new on me but no surprise on a EX-NTL connection.;)

It's ok I know you're in tech support and an employee so would be the last to know :p:

[whydoIneedatech]

It's ok I know you're in tech support and an employee so would be the last to know :p:
But not an NTL tech so less likely to know their frequencies, plus the are not many trained up for 50Mb calls yet.:p:

[Noggo]

I thought the migration of 20M to the new DOCSIS 3 hardware was meant to cure all the download speed issues?
Approx. 4Mb/s isn't cured in by book

[Ignitionnet]

But not an NTL tech so less likely to know their frequencies, plus the are not many trained up for 50Mb calls yet.:p:

It was more a reference to tech support usually being the last to know these things thanks to the always excellent level of internal communications ;)

[iTekweni]

Is that Downstream frequency correct as I have never seen that figure before, it is usually 330750000hz, could you check it again and post back the results.



here is the Downstream as requested done today at 14:30hrs:-
Cable Modem Downstream
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 : 8.5 dBmV
Downstream SNR : 37.5 dB

[Ignitionnet]

Just a random thought... what does it say for your upstream dude?

[iTekweni]

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 45808000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 47.5 dBmV
Upstream Mini-Slot Size : 2

[Ignitionnet]

The numbers are fine, if a bit naff :)

Doesn't make any difference to your service by the way but is disappointing that it's not a DOCSIS 2 upstream.

I was hoping to see something like the upstream section on this:

https://www.cableforum.co.uk/images/local/2008/12/6.jpg

[iTekweni]

Just thought I would post the speeds I am getting at present.


Date Downstream Upstream IP Address Connection
28/12/08 15:15 499.12 Kbps 707.33 Kbps xxx.xxx.xxx.xxx
28/12/08 14:27 632.99 Kbps 716.63 Kbps xxx.xxx.xxx.xxx

[Ignitionnet]

Just thought I would post the speeds I am getting at present.


Date Downstream Upstream IP Address Connection
28/12/08 15:15 499.12 Kbps 707.33 Kbps xxx.xxx.xxx.xxx
28/12/08 14:27 632.99 Kbps 716.63 Kbps xxx.xxx.xxx.xxx

Yes, your service is munted and a call to tech support would be good! Signal levels seem fine but perhaps they can see something.

[iTekweni]

Hi just an update my problem has been sorted out by VM not sure what was wrong on their side but I also had a problem on my side as well which I have fixed, thank you to every one for their input. My new look speed.


Date Downstream Upstream IP Address Connection

30/12/08 12:24 18397.07 Kbps 718.45 Kbps xxx.xxx.xxx.xxx