Speed issue

[)3az )3aziah]

I'm on 20meg BB, I know I should get the 30meg upgrade but as all my (in home) cable is nicely hidden behind my skirting boards and door frames I don't want to have new cable stapled to my walls. In addition I work long hours and can never get a visit time to tie in with days I can get leave. Oh and speed has net been an issue...

Anyhow, I digress...

Prior to last Sunday (25th March) my internet was running nice and smooth with speed tests of around 1.7 to 2.0 meg a second download speeds and I could quite happily run two X-Boxes on live and my PC all at the same time no problem. On Sunday we had an internet outage that lasted until around 8am the following morning. Since then my speeds have been closer to 0.5 to 1.1 meg tops the X-Boxes lag if played together and you have no chance with the internet on the PC if tried at the same time.

I called VM and they say everything is just fine and you cant rely on speed test sites as a judge of speed. OK maybe you cant, but prior to Sunday 2 X-Boxes + PC = Good now the same equals nothing of the sort.

ON my last call to VM I waited 20 minutes to speak to someone who couldn't understand my accent (off shore team) who transfered me to another agent (7 minute wait) who again failed to understand me and then cut me off trying to transfer me to another bod...

Any ideas please?

Jim

[General Maximus]

Firstly, upgrading your speed wont involve a new install and all your wires and cabling can stay as they are. If you are going up to 30mbit the only new thing you will need is a shub which will replace your current modem.

As far as speed goes, we need to have a look at the power levels and config your modem is running. Go to http://192.168.100.1 and copy and paste the info from the downstream, upstream and configuration tabs.

[Zee]

just to make it clear, you shouldn't need anyone to come to your home, they will send you a super hub through the post and you can set it up in your own time, you may need to call up the activation line (not needing to speak to anyone though) to get it done and the new speeds came be sent to you speaking over the phone too

[)3az )3aziah]

Thanks chaps, I was told by a VM bod instore that it was a re-cable job hence me stalling on the upgrade.

Here is the up and down stream data:

Downstream StatusOperational
Channel ID11
Downstream Frequency 323000000 Hz
Modulation 256QAM
Bit Rate 20480000 bits/sec
Power Level 13.5 dBmV
Signal to Noise Ratio 40.2 dB


Upstream Status Operational
Channel ID 4
Upstream Frequency 35800000 Hz
Modulation QPSK
Symbol Rate 2080000 bits/sec
Power Level 32.7 dBmV

System data
Name WebSTAR EPC2100R2
Modem Serial Number ????????
Cable Modem MAC Address ????????????????????
Hardware Version 2.1
Software Version v2.0.2r1256-070601
Receive Power Level 13.6 dBmV
Transmit Power Level 32.7 dBmV
Cable Modem Status Operational

Cheers,

Jim

[General Maximus]

downstream power is too high and upstream is too low, you dont need to replace the cable though, I think they can fix it by moving you down the tap points in the cabinet. I am sure Craig can impart some words of wisdom for us.

[)3az )3aziah]

I guess I have to speak with the off shore blokes again and hope they understand my scouse accent!

Can you ask to speak with a member of the UK team?

Jim

[mike24]

I'm on superhub 30Mbps these are my settings
Acquire Downstream Channel 290750000 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 290750000 Hz 5.9 dBmV 42.5 dB Hybrid
Locked QAM256 11 55616000 Kbits/sec 298750000 Hz 5.9 dBmV 42.6 dB Hybrid
Locked QAM256 12 55616000 Kbits/sec 306750000 Hz 6.0 dBmV 42.8 dB Hybrid
Locked QAM256 13 55616000 Kbits/sec 314750000 Hz 5.7 dBmV 43.2 dB Hybrid
Locked QAM256 14 55616000 Kbits/sec 322750000 Hz 5.1 dBmV 42.6 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 51 20480 Kbits/sec 27400000 Hz 55.0 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 48166
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 52094
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort

michael

[Jinxey]

I guess I have to speak with the off shore blokes again and hope they understand my scouse accent!

Can you ask to speak with a member of the UK team?

Jim

When I had problems with power levels I posted on the virgin media community forums with the levels it was showing and they booked an engineer for me without having to phone. They take a few days to reply though so maybe try that if your willing to wait. Otherwise to guarantee a UK call centre you have to use the thinking of leaving option I believe. Hope this helps! :)

[SnoopZ]

Best to phone just after 8am to stand a good chance of getting UK.

[General Maximus]

I guess I have to speak with the off shore blokes again and hope they understand my scouse accent!

I would love to listen to that conversation :)

[craigj2k12]

something like this?

http://www.youtube.com/watch?v=o4vxN9vP3mg

[)3az )3aziah]

something like this?

http://www.youtube.com/watch?v=o4vxN9vP3mg

I'm not that bad and just why would any Scouser have a tatoo of Accrington Stanley on his arm is anyones guess? Thats closer to Burnley than Liverpool!!!

Funny in any event.

Jim

---------- Post added at 19:18 ---------- Previous post was at 19:17 ----------

When I had problems with power levels I posted on the virgin media community forums with the levels it was showing and they booked an engineer for me without having to phone. They take a few days to reply though so maybe try that if your willing to wait. Otherwise to guarantee a UK call centre you have to use the thinking of leaving option I believe. Hope this helps! :)

I will give them a bell on Tuesday morning and see what happens.

Jim

[)3az )3aziah]

I rang at 8am this morning and spoke to a rather happy (for 8am) and most helpful Scottish lady who quickly and painlessly checked the status of my Modem and also discovered a quite major problem on there end. She raised the problem with the engineers and told me to call back later for a ticket number. Furthermore I have to then wait for this number to be removed from the VM tech page before calling back to book a techie to come and sort out he problem with my modem levels.

Does this sound about right?

Jim

[General Maximus]

ish. It is great that she has raised a ticket but I am thinking the problem had already been identified and she gave you the refererence for the fault. VM wont book any tech visits while there is a known area fault which is why you have got to wait for them to fix it and close the ticket before you can ring back. If they say they have fixed the problem and you are still having an issue then obviously they need to come and look at it.

[kafui]

Wanted to know if my speed connection is appreciable:
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel307000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK*
SecurityEnabledBPI+
Downstream Channels
Lock StatusModulationChannel IDMax Raw Bit RateFrequencyPowerSNRDocsis/EuroDocsis locked
LockedQAM2564855616000 Kbits/sec307000000 Hz 2.5 dBmV40.8 dBHybrid
LockedQAM2564655616000 Kbits/sec291000000 Hz 3.1 dBmV41.1 dBHybrid
LockedQAM2564755616000 Kbits/sec299000000 Hz 3.1 dBmV41.5 dBHybrid
LockedQAM2564955616000 Kbits/sec315000000 Hz 1.7 dBmV40.3 dBHybrid
LockedQAM2565055616000 Kbits/sec323000000 Hz 1.2 dBmV39.6 dBHybrid
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
Upstream Channels
Lock StatusModulationChannel IDMax Raw Bit RateFrequencyPower
LockedATDMA1920480 Kbits/sec27400000 Hz44.5 dBmV
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID42667
Max Traffic Rate33330000 bps
Max Traffic Burst3044 bytes
Mix Traffic Rate0 bps
Primary Upstream Service Flow
Upstream(0)
SFID42658
Max Traffic Rate3333000 bps
Max Traffic Burst8160 bytes
Mix Traffic Rate0 bps
Max Concatenated Burst8160 bytes
Scheduling TypeBest Effort

[thenry]

Wanted to know if my speed connection is appreciable:
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel307000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK*
SecurityEnabledBPI+
Downstream Channels
Lock StatusModulationChannel IDMax Raw Bit RateFrequencyPowerSNRDocsis/EuroDocsis locked
LockedQAM2564855616000 Kbits/sec307000000 Hz 2.5 dBmV40.8 dBHybrid
LockedQAM2564655616000 Kbits/sec291000000 Hz 3.1 dBmV41.1 dBHybrid
LockedQAM2564755616000 Kbits/sec299000000 Hz 3.1 dBmV41.5 dBHybrid
LockedQAM2564955616000 Kbits/sec315000000 Hz 1.7 dBmV40.3 dBHybrid
LockedQAM2565055616000 Kbits/sec323000000 Hz 1.2 dBmV39.6 dBHybrid
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV 0.0 dBUnknown
Upstream Channels
Lock StatusModulationChannel IDMax Raw Bit RateFrequencyPower
LockedATDMA1920480 Kbits/sec27400000 Hz44.5 dBmV
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV
UnlockedUnknown00 Ksym/sec0 Hz 0.0 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID42667
Max Traffic Rate33330000 bps
Max Traffic Burst3044 bytes
Mix Traffic Rate0 bps
Primary Upstream Service Flow
Upstream(0)
SFID42658
Max Traffic Rate3333000 bps
Max Traffic Burst8160 bytes
Mix Traffic Rate0 bps
Max Concatenated Burst8160 bytes
Scheduling TypeBest Effort

there fine

---------- Post added at 03:58 ---------- Previous post was at 03:54 ----------

I'm on superhub 30Mbps these are my settings
Acquire Downstream Channel 290750000 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 290750000 Hz 5.9 dBmV 42.5 dB Hybrid
Locked QAM256 11 55616000 Kbits/sec 298750000 Hz 5.9 dBmV 42.6 dB Hybrid
Locked QAM256 12 55616000 Kbits/sec 306750000 Hz 6.0 dBmV 42.8 dB Hybrid
Locked QAM256 13 55616000 Kbits/sec 314750000 Hz 5.7 dBmV 43.2 dB Hybrid
Locked QAM256 14 55616000 Kbits/sec 322750000 Hz 5.1 dBmV 42.6 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 51 20480 Kbits/sec 27400000 Hz 55.0 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 48166
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 52094
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort

michael

keep an eye on the upstream power levels if you have problems.. they shouldnt increase over your current reading.

---------- Post added at 04:06 ---------- Previous post was at 03:58 ----------

Thanks chaps, I was told by a VM bod instore that it was a re-cable job hence me stalling on the upgrade.

Here is the up and down stream data:

Downstream StatusOperational
Channel ID11
Downstream Frequency 323000000 Hz
Modulation 256QAM
Bit Rate 20480000 bits/sec
Power Level 13.5 dBmV
Signal to Noise Ratio 40.2 dB


Upstream Status Operational
Channel ID 4
Upstream Frequency 35800000 Hz
Modulation QPSK
Symbol Rate 2080000 bits/sec
Power Level 32.7 dBmV

System data
Name WebSTAR EPC2100R2
Modem Serial Number ????????
Cable Modem MAC Address ????????????????????
Hardware Version 2.1
Software Version v2.0.2r1256-070601
Receive Power Level 13.6 dBmV
Transmit Power Level 32.7 dBmV
Cable Modem Status Operational

Cheers,

Jim

not sure what this fault is but you need to call up VM even if its offshore and say your modems shot. they should send a SuperHub out. OR log into myvirginmedia and follow the free upgrade steps in getting yourself the SuperHub sent to you.

youll probably need a tech after the faults sorted to lower your down levels and up your upstream.. thats if it isnt cured with the fault fix.

[)3az )3aziah]

Just ran a speed test and got this...

https://www.cableforum.co.uk/images/local/2012/04/99.png

Does this look good for a 20meg connection?

Jim

[thenry]

yes. the modem still sucks though.

[General Maximus]

Just ran a speed test and got this...

https://www.cableforum.co.uk/images/local/2012/04/99.png

Does this look good for a 20meg connection?

Jim

that is pretty much the best you are going to get

[craigj2k12]

yes. the modem still sucks though.

does it?