Slow Connection, Engineer booked but is there anything wrong with Modem Data?

[Ballgirl]

Hi All, I live in Virgin Media Area ref 20. Oldham/Manchester.

I've had slow/ virtually non existant connection this evening despite being on 10mb service.

After speaking to technical support this evening an engineer has been booked. Could you have a look at the following info and let me know if there are any glaring problems?

I'm hoping its just a regional fault but Virginmedia think not :(

Cable Modem Information
Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MAC Address :
Serial Number :
Boot Code Version : 3.1.6d
Software Version : 2.94.1015
Hardware Version : 1.19

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -3.1 dBmV
Downstream SNR : 28.2 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 22200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 48.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Upstream Burst
Req
Init Maint
Per Maint
Short Data
Long Data

(1)
(3)
(4)
(5)
(6)



Modulation Type QPSK QPSK QPSK 16QAM 16QAM
Differential Encoding Off Off Off Off Off
Preamble Length 64 128 128 200 216
Preamble Value Offset 244 6 6 504 504
FEC Error Correction (T) 0 5 5 5 9
FEC Codeword Information Bytes (k) 16 34 34 78 232
Scrambler Seed 338 338 338 338 338
Maximum Burst Size 0 0 0 19 139
Guard Time Size 8 48 48 17 77
Last Codeword Length Fixed Fixed Fixed Short Short
Scrambler on/off On On On On On



Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 512000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled


Thanks in advance ;)

[Tony.]

I am in Oldham and all fine here :)

[Ballgirl]

Guess there might be a fault here then. Maybe I need a new modem?

Heres the latest speed test. https://www.cableforum.co.uk/images/local/2009/10/56.png (http://www.speedtest.net) Much better than earlier when it was 0.1Mb download

[Sephiroth]

Your downstream SNR is way too low. Should be above 32dB.

Make sure that your coax cable is properly screwd into the modem and wall plate. Otherwise it's a VM problem to solve.

[Ballgirl]

Your downstream SNR is way too low. Should be above 32dB.

Make sure that your coax cable is properly screwd into the modem and wall plate. Otherwise it's a VM problem to solve.

Coax had come a little unscrewed, thanks Sephiroth. Now this is my downstream:

Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -3.8 dBmV
Downstream SNR : 37.2 dB

[Ignitionnet]

Perfect now.

How good is he?

[Ballgirl]

Connection is still struggling though. Just took ages to load this webpage to type this message

https://www.cableforum.co.uk/images/local/2009/10/54.png (http://www.speedtest.net)

[Sephiroth]

Your readings again?

Otherwise outside chance - disconnect your modem from the mains for 10 minutes and let the lease die. Reconnect and just perhaps it'll kick.

When's the engineer coming?

[Ballgirl]

Cable Modem Information
Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MAC Address :
Serial Number :
Boot Code Version : 3.1.6d
Software Version : 2.94.1015
Hardware Version : 1.19

Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 586750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -2.7 dBmV
Downstream SNR : 30.1 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 22200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 49.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Upstream Burst
Req
Init Maint
Per Maint
Short Data
Long Data

(1)
(3)
(4)
(5)
(6)



Modulation Type QPSK QPSK QPSK 16QAM 16QAM
Differential Encoding Off Off Off Off Off
Preamble Length 64 128 128 200 216
Preamble Value Offset 244 6 6 504 504
FEC Error Correction (T) 0 5 5 5 9
FEC Codeword Information Bytes (k) 16 34 34 78 232
Scrambler Seed 338 338 338 338 338
Maximum Burst Size 0 0 0 19 139
Guard Time Size 8 48 48 17 77
Last Codeword Length Fixed Fixed Fixed Short Short
Scrambler on/off On On On On On

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 512000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

Tried unplugging for about 20 minutes but still no improvement. Engineers coming on Saturday :( https://www.cableforum.co.uk/images/local/2009/10/52.png (http://www.speedtest.net)

[Sephiroth]

Your SNR has dropped again below the recommended level. So either your wall cable plug isn't properly screwed in (now that the modem one is), or there's a fault on your link.

Let us know what the engineer does.

[Ballgirl]

Well last night my internet went back to usual and was actually able to sign into xbox live and have a game too. I did nothing it just suddenly started! Yay! but alas it was short live today same problem again, currently using a 3g dongle and its working better than my 10mb virgin media. :(

I've only changed my contract with virgin and now tied in for another 12 months. If I wasn't I've be over to adsl like a shot.

[Sephiroth]

Your contract with VM, to the best of my knowledge, makes a singular reference to fault handling: Clause C2 states:

We and Virgin Media Entertainment will always aim to provide you with the best service possible, but cannot guarantee that the services will be fault-free. For example, neither we nor Virgin Media Entertainment (as applicable) will be liable for interruptions, reception, picture degradation or other problems with the television services which are beyond Virgin Media Limited's and/or Virgin Media Entertainment's reasonable control. You agree that you will tell us and/or Virgin Media Entertainment about any fault in the services by phoning, emailing or writing to the Customer Care team, who will aim to respond as promptly as possible. In many circumstances it is possible to correct a fault over the phone. If this is not possible, Virgin Media Ltd or Virgin Media Entertainment (as applicable) will send a technician to correct the fault.

If they've broken this condition, they've broken their contract with you and you can get out of it without penalty. Of course, it mustn't be your fault which is one reason why we always advise to tes things by connecting directly to the Modem.

I'm not a lawyer - it's an ordinary interpretation of words and if you are minded to chuck them, get proper advice.

[Ballgirl]

Engineer has been. Typically connection was fine today, engineer said 0.1mb sometimes was normal, he gets it like that on 20MB connection :shocked: But he changed my modem from a 255 to 256.

Getting pretty perfect connection

https://www.cableforum.co.uk/images/local/2009/10/47.png (http://www.speedtest.net)

He said my signal levels were fine and they haven't really altered.

Now have:

Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MAC Address :
Serial Number :
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9

Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 586750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -1.9 dBmV
Downstream SNR : 36.4 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 22200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 51.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Upstream Burst
Req
Init Maint
Per Maint
Short Data
Long Data

(1)
(3)
(4)
(5)
(6)



Modulation Type QPSK QPSK QPSK 16QAM 16QAM
Differential Encoding Off Off Off Off Off
Preamble Length 64 128 128 200 216
Preamble Value Offset 244 6 6 504 504
FEC Error Correction (T) 0 5 5 5 9
FEC Codeword Information Bytes (k) 16 34 34 78 232
Scrambler Seed 338 338 338 338 338
Maximum Burst Size 0 0 0 19 139
Guard Time Size 8 48 48 17 77
Last Codeword Length Fixed Fixed Fixed Short Short
Scrambler on/off On On On On On

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 512000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

[Sephiroth]

The engineer was right about speeds dropping at times. If you search on "Manchester" in this forum you'll see that this is the common story. I didn't believe at first that students would be so keem to take VM but it seems I was wrong.

LeThe engineer has obviously got you into a confirmed state of grace. t us know how this develops.