View Full Version : 20Mb Query
dbateman2k5
20-03-2010, 10:38
Hi
Recently upgraded from 10Mb (Size L) to 20Mb (Size XL).
Just wondering if everything is working correctly.
Sppedtest.net report...
https://www.cableforum.co.uk/images/local/2010/03/28.png (http://www.speedtest.net)
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 ?
pip08456
20-03-2010, 10:57
Your downstream receive power level and SNR are outside of normal parameters. You need to book an engineer.
AbyssUnderground
20-03-2010, 12:01
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.
dbateman2k5
20-03-2010, 17:26
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...
https://www.cableforum.co.uk/images/local/2010/03/26.png (http://www.speedtest.net)
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)
AbyssUnderground
20-03-2010, 17:30
Kill the modem (turn off) and then call again saying its not working. They'll schedule a techy then.
dbateman2k5
20-03-2010, 17:35
I've just updated the recent post by me.
EDIT - IF I phone back, will I get someone who speak clear English ?
broadbandking
21-03-2010, 09:20
I've just updated the recent post by me.
EDIT - IF I phone back, will I get someone who speak clear English ?
You need to ring back again, those levels are bad.
dbateman2k5
21-03-2010, 10:00
This morning speedtest result was...
https://www.cableforum.co.uk/images/local/2010/03/24.png (http://www.speedtest.net)
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).
broadbandking
21-03-2010, 11:52
He is talking out of his **** ring back in the week and you will get a on shore person more than likely.
deathtrap3000
21-03-2010, 12:21
He also said I need to have my PC looked at by a computer technician (there's nothing wrong with my PC).
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.
dbateman2k5
21-03-2010, 13:21
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.
deathtrap3000
21-03-2010, 14:25
I'm not on twitter, only on Facebook.
I emailed their twitter email address. They respond via EComplaints@virginmedia.co.uk. Should try emailing them.
dbateman2k5
21-03-2010, 17:48
I have sent an email to both twitter@virginmedia.com and EComplaints@virginmedia.co.uk.
Hope I get a reply to one of them.
I have sent an email to both twitter@virginmedia.com and EComplaints@virginmedia.co.uk.
Hope I get a reply to one of them.
Call tomorrow after 0800 and you should get a UK agent who can see the fault and book you an engineer.
dbateman2k5
22-03-2010, 09:15
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.
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.
The SNR is out of tolerance as well, so they are talking through their backside.
Wild Oscar
22-03-2010, 12:40
Just for reference .. Isn't it better posting any problems over here ..
.. http://community.virginmedia.com/ ..
rather than using phone support? .. if you can get on-line of course!!
Just for reference .. Isn't it better posting any problems over here ..
.. http://community.virginmedia.com/ ..
rather than using phone support? .. if you can get on-line of course!!
Possibly but you have a bigger membership here.
dbateman2k5
22-03-2010, 14:22
Just for reference .. Isn't it better posting any problems over here ..
.. http://community.virginmedia.com/ ..
rather than using phone support? .. if you can get on-line of course!!
I can get online, just experiencing speed issues.
I prefer to use Cable Forum, as they have a large user base and I have known and am a member of this forum for a few years.
Will show the engineer the modem config page tomorrow, so that he can see the power levels and SNR level.
dbateman2k5
23-03-2010, 17:28
Engineer has been. He replaced my modem with a new one, as the one I had was a 255 not a 256 modem. I now have a 256 modem.
He has improved the downstream SNR, but the power levels are still out, so he has passed the job on to the Network Team to resolve hopefully tomorrow.
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 : -9.5 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 : 35.0 dBmV
Upstream Mini-Slot Size : 2
Updated speedtest result...
https://www.cableforum.co.uk/images/local/2010/03/16.png (http://www.speedtest.net)
pip08456
23-03-2010, 17:39
Hopefully the Network Team will get their fingers out.
dbateman2k5
24-03-2010, 11:31
Network Team called today and said that I need a new thicker cable put in between me and the CAB, which should resolve the SNR/power level issues I've been experiencing.
pip08456
24-03-2010, 11:41
Network Team called today and said that I need a new thicker cable put in between me and the CAB, which should resolve the SNR/power level issues I've been experiencing.
That is a totally feasible solution. With any luck they'll be quick about it.
dbateman2k5
24-03-2010, 12:33
Repull Team just phoned and said it will be in the afternoon of Saturday 10th April, as it will be a two-man job.
dbateman2k5
11-04-2010, 18:07
Repull happened at 12pm yesterday. All went without incident.
My cable modem now shows the following....
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 : -7.9 dBmV
Downstream SNR : 29.3 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
Will post updated speed test results in the morning, as we're in the peak time now and it's also the weekend.
Ignitionnet
11-04-2010, 18:42
That is a totally feasible solution. With any luck they'll be quick about it.
No it isn't - look at how low his upstream transmit power is and note that even though they allegedly repulled him, which should lower the attenuation between him and the cabinet meaning the modem needs to transmit at a lower power, it has actually gone up.
---------- Post added at 18:42 ---------- Previous post was at 18:37 ----------
Repull happened at 12pm yesterday. All went without incident.
My cable modem now shows the following....
Will post updated speed test results in the morning, as we're in the peak time now and it's also the weekend.
Not at all convinced a repull is the solution. Something is wrong with something a bit further up the chain from you, your levels are quite out of kilter with one another still. If it were just about distance from the cabinet you should have a low downstream receive power accompanied by a high upstream transmit power, as it is as I said above the repull actually increased your upstream transmit power which makes no sense.
If it's working all good of course but it's not ideal.
https://www.cableforum.co.uk/images/local/2010/04/49.png (http://www.speedtest.net)
is that spot on ?, im on the 20mb service as well
https://www.cableforum.co.uk/images/local/2010/04/49.png (http://www.speedtest.net)
is that spot on ?, im on the 20mb service as well
Of course that is spot on, what more do you want.:D
Of course that is spot on, what more do you want.:D
An extra 0.49Mb perhaps? ;) :D
dbateman2k5
12-04-2010, 10:24
If it's working all good of course but it's not ideal.
It is working, but speeds are now up and down more.
BTW, I can verify that repull was done, as I watched them do it, as it caused all 3 flats to go offline for about an hour whilst they did the repull.
Between 14Mbps and 19Mbps for download speeds, with upload speeds between 500kbps and 650kbps. Looks like this issue is never going to be fixed correctly :(
Speedtest.net result...
https://www.cableforum.co.uk/images/local/2010/04/45.png (http://www.speedtest.net)http://www.pingtest.net/result/14599381.png (http://www.pingtest.net)
MyBroadbandSpeed result...
http://www.mybroadbandspeed.co.uk/results/25269361.png (http://www.mybroadbandspeed.co.uk)
Ok, how do you get the cable modem info, how do you interigate the cable modem? Done a search but no answer is forthcoming. I have the 20Mb service, but never get more than 13 Mb, tech support told me its my computer having too many open ports.
pip08456
12-04-2010, 16:36
For modem info, type 192.168.100.1 into browser user & pass are root.
Wait with baited breath to see how many open orts are considered too many.
Thanks, was told by the gentleman in India, anything over 5 open ports is too many, and as I have around 10, then that is why I have a slow speed :)
https://www.cableforum.co.uk/images/local/2010/04/44.png (http://www.speedtest.net)
There's my 20Mb connection. It's great. :rolleyes:
pip08456
13-04-2010, 08:52
Thanks, was told by the gentleman in India, anything over 5 open ports is too many, and as I have around 10, then that is why I have a slow speed :)
XP by default has 10 half open on mine it's 50 cannot see it being a problem.
dbateman2k5
13-04-2010, 12:56
No it isn't - look at how low his upstream transmit power is and note that even though they allegedly repulled him, which should lower the attenuation between him and the cabinet meaning the modem needs to transmit at a lower power, it has actually gone up.
I have just compared all 3 of my posted upstream power levels, which were...
38.0 dBmV, 35.0 dBmV, and 38.0 dBmV
Looks like the repull has returned my upstream power level back to the same as it was before the engineer removed the isolater that was in my white box inside my home (he said this was no longer needed at time of removal) and upgraded the modem from 255 to 256 model.
Downstream SNR looks to be at an ideal level. Also, downstream power level has increased to be nearer the ideal level.
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