Harrogate - Slow and intermittent
 

Slow and intermittent since 9pm 30th. told by support 70% of area experiencing this...

anyone else?

latency ping at 60ms
downstream roughly 16Mb
upstream 0.1

Re: Harrogate - Slow and intermittent
 

it is 2 days later now so if you are stil, having a problem you need to get it looked at because those speeds are unacceptable. Have you checked your power levels?

Re: Harrogate - Slow and intermittent
 

It came on for a couple of hours this morning after being down overnight... and its off again for the last 4 hours!

I'm under a lot of pressure to get work done.. I've been with Virgin for 10 years or from NTL and this is been the worst.. because there is no communication and doesn't seem they care. This is as if they've gone back to NTL days of avoiding customers..

...

Re: Harrogate - Slow and intermittent
 

Back on but does this make any sense?


Cable Modem Downstream

DS-1 DS-2 DS-3 DS-4
Frequency 298750000 290750000 306750000 314750000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 2 1 3 4
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) -16.88 -17.02 -17.65 -17.68
RxMER
(dB) 29.35 29.53 29.67 29.90
Correctable
Codewords 918453351 803239345 660949418 505844783
Uncorrectable
Codewords 1686 3046 975 2404

Re: Harrogate - Slow and intermittent
 

downstream powers waaayyyyy too low!!

whats your upstream looking like?

Re: Harrogate - Slow and intermittent
 

Thanks Craig,


Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A N/A
Channel ID 9 N/A N/A N/A
Frequency
(Hz) 35800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 5120 N/A N/A N/A
Mini-Slot Size 4 N/A N/A N/A
Power Level
(dBmV) 48.75 N/A N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 704 0 0 0
T4 Timeouts 1 0 0 0

and I'm not far from the exchange and the FTTC is end of my cul-de-sac
used to be fantastic till up to a month ago

Re: Harrogate - Slow and intermittent
 

I am wondering whether they have done some work in the cab and screwed it up. Have you got an attenuator on yout modem?

Re: Harrogate - Slow and intermittent
 

with SNR being that low would agree that something isnt right

Re: Harrogate - Slow and intermittent
 

Thanks guy's.. I'll take it up with them..

Re: Harrogate - Slow and intermittent
 

With thanks to thenry, he pointed me in this direction: neil.berkett@virginmedia.co.uk and someone will be in touch. Post your contact details in your email.

Re: Harrogate - Slow and intermittent
 

escalating to the CEO should only be done once you have exhausted the normal methods

Re: Harrogate - Slow and intermittent
 

I wasn't aware that there was a specific order in which one makes a complaint. That being said however, if that was your problem, would you not be asking for any and all avenues of redress?

Re: Harrogate - Slow and intermittent
 

the CEO is a last resort in all cases

Re: Harrogate - Slow and intermittent
 

According to whom precisely?

Re: Harrogate - Slow and intermittent
 

According to anyone with any common sense.

Why do you think they bothered going to the trouble (ie time and money) of setting up Customer Services, Technical Support, etc. when all they have to do is put a big notice on their website:

"In case of any issues, please contact our CEO. It's not like he has anything else to do all day, like running the company, for example"


:rolleyes:

Re: Harrogate - Slow and intermittent
 

Ok thanks guy's.. I didn't expect to cause an argument :)

The internet went down again on Saturday so called VM support Scotland. Said just an outage and it came up in an hour.. while I had him on I mentioned I had the VMNG300 which I had been told is the wrong router. He agreed and is sending me an new router next week.

I'm assuming it is a Superhub and know to place it in Modem Mode to feed to my firewall.
I'm still stuck with a week signal though.. roughly 2.0 and I'm hoping the new modem will address this... maybe not..

Re: Harrogate - Slow and intermittent
 

I can only assume that's a different internet to the one I use as I had no such problems ;)

(What I mean is I assume it was a specific 100mb problem as I'm only on 30!)

Re: Harrogate - Slow and intermittent
 

2.0 is a perfectly strong signal and well within ideal range.

Re: Harrogate - Slow and intermittent
 

ignore customer services, the vmng300 is can handle 100mbit no probs and you dont want to be replacing it unless you/they can actually prove it is the "modem" which is faulty. The shub is a combi modem/router which you do want to be putting in modem mode and using your existing router. I would still keep the vmng300 though because simply swapping the modem isnt going to fix your power levels. Can you post your power levels now so we can see if they have changed? If they say there was an outage it means it isnt specific to you and it is an area fault. Hopefully they took it down for an hour while they fixed whatever was causing your initial problem.

Re: Harrogate - Slow and intermittent
 

Cable Modem Downstream

DS-1 DS-2 DS-3 DS-4
Frequency 298750000 306750000 314750000 322750000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 2 3 4 5
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) 1.38 0.98 0.49 0.49
RxMER
(dB) 37.36 37.36 37.64 37.94
Correctable
Codewords 302368 356983 312159 260358
Uncorrectable
Codewords 312 346 322 332

---------- Post added at 12:54 ---------- Previous post was at 12:53 ----------

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A N/A
Channel ID 9 N/A N/A N/A
Frequency
(Hz) 35800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 5120 N/A N/A N/A
Mini-Slot Size 4 N/A N/A N/A
Power Level
(dBmV) 47.46 N/A N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 2 0 0 0
T4 Timeouts 0 0 0 0

Thanks guy's been helpful

Re: Harrogate - Slow and intermittent
 

Same problem here but in the Lincolnshire area. Had problems for the last 3 days, keep getting Timed out and losing Internet connection.

Phoned CS this morning and the lady said she could see I have problems and has booked an engineer for tomorrow between 12 - 4. She said if he couldn't solve it he would leave me a new Superhub.

Have to say I'm quite impressed with that service!

Re: Harrogate - Slow and intermittent
 

Thanks jenny,
I'm receiving the new modem tomorrow and like they say I know it won't increase the low signal strength.

I've had fantastic connection for years and even the 100Mb upgrade 5 months ago was excellent but recently since the outages in this area the ping times increase to 60ms and is slow with speedtest.net test of between 5Mb and 20Mb down and 5Mb up..

nothing changed on my network and have tested directly connected to the modem.

hope they can help you...

Re: Harrogate - Slow and intermittent
 

I am sorry but that is rubbish customer service. If he cant fix the fault then it needs escalating. The shub isnt the magical cure for every single fault; it doesnt fix problems, it makes them. The engineer will probably want to swap your modem for a shub when he comes round anyway and I strongly recommend you dont let him.

I hope everything gets sorted for you.

Re: Harrogate - Slow and intermittent
 

Of course, if the new shub does fix the problem, why waste everyone's time escalating it? :confused: We don't know which modem Jennc has. If it's a really old one (she's been with NTL for 10 years so it's possible) then the shub may well be needed.

You are welcome to your opinion but your bias against the shub is obvious so I think that your opinion should be taken in that context.

Yes, I know there are some problems with the shub but I have just got a new shub here and am not having any problems with it.

Indeed.

Re: Harrogate - Slow and intermittent
 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 322750000 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 5 55616000 Kbits/sec 322750000 Hz -0.9 dBmV 42.2 dB Hybrid
Locked QAM256 1 55616000 Kbits/sec 290750000 Hz -0.3 dBmV 42.0 dB Hybrid
Locked QAM256 2 55616000 Kbits/sec 298750000 Hz -0.5 dBmV 42.3 dB Hybrid
Locked QAM256 3 55616000 Kbits/sec 306750000 Hz -0.6 dBmV 41.8 dB Hybrid
Locked QAM256 4 55616000 Kbits/sec 314750000 Hz -1.0 dBmV 41.9 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 10 20480 Kbits/sec 45800000 Hz 46.3 dBmV

Well it didn't cure it .. no... but its up and running on shub

Re: Harrogate - Slow and intermittent
 

I've already got the shub.

The engineer has just been out and tried to tell me it was a problem with my PC. I informed him that the problem is now showing on VM Status page. He told me that he was the engineer and not me (Lol) and if there was a problem in the area he would know about it. Well I persisted and he eventually rang someone and found that there is indeed a problem in the area!

He said as it's an intermittent problem it could take up to 7 days to fix it. At the moment it's working ok.

Re: Harrogate - Slow and intermittent
 

Ahh. "A new superhub". That could have been read two ways; obviously I chose the wrong one :D

The engineer has just been out and tried to tell me it was a problem with my PC. I informed him that the problem is now showing on VM Status page. He told me that he was the engineer and not me (Lol) and if there was a problem in the area he would know about it. Well I persisted and he eventually rang someone and found that there is indeed a problem in the area!

He said as it's an intermittent problem it could take up to 7 days to fix it. At the moment it's working ok.[/QUOTE]

Intermittent problems are always the worst to try and diagnose/fix. Hope you get it sorted soon.

Re: Harrogate - Slow and intermittent
 

hmmm, I dont recall suggesting that it needs escalating regardless. I dont know what world you live in but if an engineer comes round and cant fix a problem then it makes sense to me that it would need escalating to be resolved.





yes it is and with good reason. That being said, it is still wrong to assume the shub is the solution to fix all problems; it is poor fault diagnosis. Although they vary slightly by vendor, there are industry standards set by companies like CompTIA, MS and Cisco which explain in detail the different stages you go though in a logical and methodical way to accurately identify, diagnose and fix faults and saying we'll send out a shub is just rubbish. I don't whine for the sake of it. If I thought the shub was the bees knees (like I do Linksys routers) then I would say that to everyone when asked. I do my best to provide positive and constructive advice to users who ask for it. If they choose to ignore my advice and possibly shoot themselves in the foot that is up to them. At the end of the day they come to this forum for help and I along with many other do my best to help.

Re: Harrogate - Slow and intermittent
 

Sorry lads, I'm back. Been out of the country for a few days..

connection still slow.. power levels low.. but some say is fine.

Connection

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 322750000 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 5 55616000 Kbits/sec 322750000 Hz 44.0 dBmV 42.1 dB Hybrid
Locked QAM256 1 55616000 Kbits/sec 290750000 Hz -0.1 dBmV 41.9 dB Hybrid
Locked QAM256 2 55616000 Kbits/sec 298750000 Hz -0.3 dBmV 41.9 dB Hybrid
Locked QAM256 3 55616000 Kbits/sec 306750000 Hz -0.5 dBmV 41.8 dB Hybrid
Locked QAM256 4 55616000 Kbits/sec 314750000 Hz -0.9 dBmV 41.9 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 9 20480 Kbits/sec 35800000 Hz 47.8 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 17126
Max Traffic Rate 110000000 bps
Max Traffic Burst 10000 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 17125
Max Traffic Rate 10250000 bps
Max Traffic Burst 16320 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 16320 bytes
Scheduling Type Best Effort
Current System Time:Sat May 12 07:30:59 2012

now I have 1 done stream channel with 44 will the others are -0
whats that all about :)

Re: Harrogate - Slow and intermittent
 

the silly power level is a firmware bug in the superhub, a reboot will put that right

everything else is fine

Re: Harrogate - Slow and intermittent
 

Thanks for the quick reply Craig,

I'll try that.. I work with a competing ISP and am fielding a major UK country wide ADSL outage.. out of Manchester ... BT are on site changing a line card..

oh the irony

Re: Harrogate - Slow and intermittent
 

Font get your stats mixed up. The closer to 0 your power is the better (and yours is pretty much there) and the higher the snr (rxmer) the better

Re: Harrogate - Slow and intermittent
 

Thanks General,

Update is that is has been working fine since I've got back on Friday night and am quite happy with that :)