20MB user, getting awful speeds.

[Gunner Greig]

Hi everyone,

I live in Essex, and the last 2 months the connection drops from 20mb to 5/6mb randomly, some days it can be bad some days good.

But this weekend the connection has constantly been on 5mb, its frustrating me big time.

Can anyone help me?

[ro53ben]

Do you live in an area that has recently been upgraded to support 50meg?

You can check on the Virgin Media website if it is available in your postcode.

[Gunner Greig]

Do you live in an area that has recently been upgraded to support 50meg?

You can check on the Virgin Media website if it is available in your postcode.

Yes the area i live in has upgraded to 50meg

[Peter_]

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Post what modem you have and your power levels from your config pages of your modem. The should be a sticker on the bottom saying what model.

If using an Ambit modem please click here
http://root:root@192.168.100.1/CmOpConfig.asp

If using any other modem click here
http://192.168.100.1/

What I want you to post is the Downstream power levels including the SNR and the Upstream power levels for me thanks.

DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER

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[Gunner Greig]

Im using the black ambit modem

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 61
Downstream Frequency : 299000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -8.9 dBmV
Downstream SNR : 35.3 dB




Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 37500000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 57.5 dBmV
Upstream Mini-Slot Size : 2

[ro53ben]

Log a fault with VM.

Your levels are a little out and you may well have an issue relating to the 50meg upgrade work. During that process, 20meg customers are being connected to new ports on new kit...there could be a fault somewhere.

[Peter_]

Downstream Receive Power Level : -8.9 dBmV low
Downstream SNR : 35.3 dB fine





Upstream transmit Power Level : 57.5 dBmV to high

You will need to call Tech Support as that upstream is to high.

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Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 3 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.
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[Gunner Greig]

Do you know how long it will take for 20meg users to be connected to the new kit?

---------- Post added at 15:23 ---------- Previous post was at 15:23 ----------

You will need to call Tech Support as that upstream is to high.

----------------------------------------------------------------------------
Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 3 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.
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Ok thanks

[Peter_]

Do you know how long it will take for 20meg users to be connected to the new kit?
It depends when they are installed in your area, its a bit like asking how long is a bit of string, not meant as a joke.

[Gunner Greig]

It depends when they are installed in your area, its a bit like asking how long is a bit of string, not meant as a joke.

Will ringing up support and asking to fix the power levels, fix the connection? Or is it due to the 50mb in the area?

[ro53ben]

Power levels would generally cause instability, not speed problems.

50meg will have changed things a lot, they totally screwed up my 20meg connection when 50meg was installed. It needs to be investigated.