Very Slow Broadband
 

For a few months now I've had a very poor and at times unusable internet connection in the PE4 area of Peterborough, (no not just because of the "Superhub") with very high ping and very very slow download speed and lots of packet loss. I've spoken to 151 a couple of times and they've said upgrades are to be carried out in the area. What upgrades are these and what are the problems for the symptoms I'm getting and is this why an upgrade is needed.

As a side I believe we haven't been charged for our Broadband service for the last couple of months which is a nice gesture, didn't like being asked if we would switch back to 20mb at first though!

Re: Very Slow Broadband
 

they are replacing line cards to provide extra capacity in all areas so everyone can be banged up to 100mbit. That being said though, packet loss can be attributed to noise on the line and slow download speed can be attributed to congestion, but unless a tonne of people have all of a sudden joined VM in your area I can't think of any reason why it should happen now if it hasn't happened before. Have you had a look at your power levels and stuff?

Re: Very Slow Broadband
 

These are the levels atm, I don't know if they show anything because it seems to be behaving it's self atm.

Connection

--------------------------------------------------------------------------------

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 298750000 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 225 55616000 Kbits/sec 298750000 Hz 11.6 dBmV 43.0 dB Hybrid
Locked QAM256 226 55616000 Kbits/sec 306750000 Hz 12.7 dBmV 43.7 dB Hybrid
Locked QAM256 227 55616000 Kbits/sec 314750000 Hz 13.0 dBmV 43.1 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
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 2 20480 Kbits/sec 35800000 Hz 34.7 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 420
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps


--------------------------------------------------------------------------------

Primary Upstream Service Flow
Upstream(0)
SFID 419
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort


--------------------------------------------------------------------------------

Current System Time:Sun Sep 04 17:21:01 2011

Re: Very Slow Broadband
 

that is not behaving itself at all dude, your downstream power levels are way too high and I think your upstream snr is a bit too low as well. I would defo get an engineer out to make some adjustments. I am surprised they haven't picked up on that when you have rang in the past.

Re: Very Slow Broadband
 

Well they have said on the phone normally with a gasp that our connection isn't right at all but not once have they said they'd get a engineer out and just said it should be ok after the upgrade, this was India I was speaking to though.

Re: Very Slow Broadband
 

Incompetence, you still need an attenuator!

Re: Very Slow Broadband
 

I'll get on to 151 in the morning and ask for a call out then!

Re: Very Slow Broadband
 

yup, i was going to say, if you ring about 0800 you get to speak to english people

Re: Very Slow Broadband
 

Ok spoke the call centre again (India) he said "Fault on the network and if we send out an engineer to check your equipment and levels at your end and make a repair, it would only end up going back to what we have now again after the fault on the network is fixed"

Re: Very Slow Broadband
 

It might be just quicker and easier to buy a 10dB FPA off Ebay rather than getting the run around from India

http://www.ebay.co.uk/itm/10db-forwa...item3f0dab1afc

Re: Very Slow Broadband
 

Just borrowed one off one of our STBs (15dB).

do these look better:

Connection

--------------------------------------------------------------------------------

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 314750000 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 227 55616000 Kbits/sec 314750000 Hz -2.6 dBmV 39.3 dB Hybrid
Locked QAM256 225 55616000 Kbits/sec 298750000 Hz -2.9 dBmV 39.2 dB Hybrid
Locked QAM256 226 55616000 Kbits/sec 306750000 Hz -2.3 dBmV 39.5 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
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 2 20480 Kbits/sec 35800000 Hz 39.7 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 420
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps


--------------------------------------------------------------------------------

Primary Upstream Service Flow
Upstream(0)
SFID 419
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort


--------------------------------------------------------------------------------

Current System Time:Mon Sep 05 11:47:32 2011

?

Re: Very Slow Broadband
 

a million times better, that is pretty much perfect and you should get your full speed now unless their is an issue with network copngestion. If it has fixed your probs I would write a letter of complaint to VM telling them that their tech support is **** and even when you explained what the problem was and what needed adjusting/fixing, they fobbed you off so you ended up having to fix it yourself because they couldn't be bothered to. You have had to buy an attenuator to correct the problem, send them the receipt and tell them you want the cost refunding on your next bill.

Re: Very Slow Broadband
 

I, to a certain degree sympathize regarding the workload the techs are under but come on, power level checks take no more than a few minutes. Do as General said mate. Even with a network upgrade it doesn't guarantee power levels automatically get adjusted.

Re: Very Slow Broadband
 

It is one of the first items that I check and usually while we are going through the introductions.;)

---------- Post added at 19:58 ---------- Previous post was at 19:57 ----------

Ahem!!! cough:D

Re: Very Slow Broadband
 

What do the english people do the rest of the day then?

Re: Very Slow Broadband
 

sit there and press the "call transfer to india" button :naughty:

I don't know, I am only repeating what I have seen you say a million times before so you tell me

Re: Very Slow Broadband
 

UK agents are available 8am to 10pm Monday to Friday and Saturday 8am to 5pm, Becogent which is Scotland also work until 10pm 7 days a week.

Re: Very Slow Broadband
 

off the top of your head do you know what the ratio of UK to India employees is because whenever I have rang VM in the past (even customer services for billing enquiries) I have always got through to India regardless of the time of day

Re: Very Slow Broadband
 

No idea and we have many UK call centres apart from technical support, the are at least 8 in the UK.

Re: Very Slow Broadband
 

Probably read all the letters complaining about offshore....

Re: Very Slow Broadband
 

Haven't been able to get a 10db forward path attenuator yet from ebay, is there anyone who could perhaps send me one? I would pay for it of course + p+p

I would ring Virgin and ask for one but I think they would just say no, but I don't see why we should have to find our own to fix something they should fix, esp when we pay in excess of £100 per month.

Re: Very Slow Broadband
 

erm.. no mate get on the blower now and get an tech booked.

Re: Very Slow Broadband
 

They've just refused to send someone out when I've asked in the past and said everything will be ok when the network is upgraded.

Re: Very Slow Broadband
 

which is a load of rubbish, that is why you should fix it yourself and send a strongly worded letter of complaint afterwards proving that you know more than whoever you spoke to on the phone

Re: Very Slow Broadband
 

Are your power levels high right now? if so call 150, speak to BB support and ask them to lower your power levels because its too high and its unstable. They will then do a few things and book a tech. if they refuse tell them a network upgrade doesn't guarantee power levels being automatically set correctly.

How many times have you called and been told the same? Don't mention the network upgrade to them until they refuse. They will book a tech.

Re: Very Slow Broadband
 

I've spoken to them 4 times recently about our BB. 13dB is the power level atm.

I mean the cabinet is right outside our house which is probably why it's too high and why both of our STBs have 15dB forward path attenuators on them.

Re: Very Slow Broadband
 

call 150 now, tell them your connection is unstable and your power levels are high. say you've spoken to members on the forum who say I need the power levels to be lowered... tech should be booked after the agent tries something.

Re: Very Slow Broadband
 

They need to call after 8am tomorrow as they will only get offshore now.

Re: Very Slow Broadband
 

does it matter? their not all divz surely.

btw whats this network upgrade all about, where are you mate? Mines in for an upgrade too, it doesn't mean every things brought to a halt. this is pathetic.

Re: Very Slow Broadband
 

Tell them everything's not OK right now and you won't pay until the network is upgraded.

Re: Very Slow Broadband
 

I spoke to offshore today just for a laugh.

After unsuccessfully trying to explain my problem for ages, all she wanted to do was to connect to my computer remotely. When I refused she hung up on me. A complete waste of an hour.

A call to retentions who put me through to a Liverpool agent who after only a few minutes decided it was a network issue, escalated it and about an hour later things were back to normal.

When are VM going to get rid of these offshore muppets. :mad:

Re: Very Slow Broadband
 

Is there any reason why you can't relocate a 15 dB attenuator to the point at which your cable enters your property, and screw it on the cable before it gets split to your various pieces of equipment?

eg, remove both attenuators off both your STB's, then put one before the splitter, so it's reducing the levels at source rather than at the back of each piece of kit.

Just a thought

Re: Very Slow Broadband
 

There not his attenuators if I recall correctly. The OP borrowed them to test. Did you try calling again adzzzbatch ?

Re: Very Slow Broadband
 

It goes like this: in the living room there's a wall plate/box with a splitter inside for the V+ and the BB, the other box is in the kitchen with it's own wall plate.

I don't think there's enough room in the box to fit an atteuator on to the splitter.

---------- Post added at 19:14 ---------- Previous post was at 19:10 ----------

They were mine, just borrowed them off over bits of equipment in the house.

Spoke to retentions and asked to speak to the UK, I was put through to Liverpool where I was able to actually have a conversation with someone!

He agreed that the power levels were too high, they were 11.9dB at the time. He said this is more than likely caused by an outage which is being fixed on the 10th, however if things aren't right with my connection next week I should get back in touch straight away.

Re: Very Slow Broadband
 

Ok I've given it a couple of weeks to see if they've fixed the apparent fault in my area and whilst my connection does seem more stable it's still quite inconsistent.

Can't have it all I guess.

Re: Very Slow Broadband
 

Hi Adzzzbatch, do you have a brown box screwed to the wall outside your property, if so I was meaning could you not put the attenuator there.

e.g. reducing your levels at source rather than at the equipment end

Re: Very Slow Broadband
 

Yeah gotta grey box on the wall oustide with 2 x 4db cable simulator (One of which is sticking out the end in and in the open) and a splitter for services to two rooms. There might be room in there for a attenuator.

Re: Very Slow Broadband
 

It might be a bit of squeeze (said the actress to the bishop :D), but worth a punt.

It would be good to get a piccy if you can, just to confirm the advice I'm giving is actually ok :)

Re: Very Slow Broadband
 

Sure

[img]Download Failed (1)[/img]

Re: Very Slow Broadband
 

No probs,,, youll get a bus through there matey :D, yes a bit of a squeeze

Re: Very Slow Broadband
 

Well done it are these gonna be ok now? :

Connection

--------------------------------------------------------------------------------

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 298750000 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 225 55616000 Kbits/sec 298750000 Hz -4.1 dBmV 40.7 dB Hybrid
Locked QAM256 226 55616000 Kbits/sec 306750000 Hz -4.0 dBmV 40.9 dB Hybrid
Locked QAM256 227 55616000 Kbits/sec 314750000 Hz -4.0 dBmV 40.5 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
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 1 20480 Kbits/sec 45800000 Hz 42.2 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 1888
Max Traffic Rate 33330000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps


--------------------------------------------------------------------------------

Primary Upstream Service Flow
Upstream(0)
SFID 1887
Max Traffic Rate 3333000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort


--------------------------------------------------------------------------------

Current System Time:Mon Sep 19 17:25:14 2011

This is my performance at peek time:

[img]Download Failed (1)[/img]

https://www.cableforum.co.uk/images/...2011/09/25.png

Re: Very Slow Broadband
 

Clearly not a perfect result at peak time but just see how it goes, it's easy enough to put back if your service degrades more.


Here is a Sticky for 50Mb power levels across all platforms

Downstream

* Knowsley networks using QAM64 are: -7 to +3 dBmV.

* Knowsley networks using QAM256 are: -3 to +7 dBmV.

* Langley & Bromley networks using QAM64 are: -10 to 0 dBmV.

* Langley & Bromley networks using QAM256 are: -4 to +6 dBmV.


Upstream

* Upstream signal levels (from the modem) should be between 34 and
55dBmV.

Re: Very Slow Broadband
 

I'm area 22.

I've done a couple of tests this morning and speeds seem back to some normality.

Re: Very Slow Broadband
 

I tried to source my own attenuators also.

Occasionally one or 2 popup on ebay, there is a online shop that sells them also, the shop is always out of stock every time I look. Seems to be a wholesale item only.

Re: Very Slow Broadband
 

Plenty on Ebay atm Chrys

http://www.ebay.co.uk/itm/10db-Forwa...item2314487613

http://www.ebay.co.uk/itm/Technetix-...item35b4ac949f

http://www.ebay.co.uk/itm/Technetix-...item35b5092292

Re: Very Slow Broadband
 

thats more then usual, and still no 15db ones.

Re: Very Slow Broadband
 

Re: Very Slow Broadband
 

funny that ad didnt show on the search page.

but its new wasnt there before ;) looks like a one off sale of a batch he found so lucky timing.

Re: Very Slow Broadband
 

After what seems like 100 phone calls our broadband is back to how it should be! UK BB support https://www.cableforum.co.uk/images/local/2011/09/9.gifhttps://www.cableforum.co.uk/images/local/2011/09/9.gifhttps://www.cableforum.co.uk/images/local/2011/09/9.gif

edit: they also helped me get my e-mail set up on my HP TouchPad. India didn't have a clue what I was asking them!


One more thing though, when streaming music I keep getting these drop outs where I won't here anything for a short time. Could this be an MTU issue or just the superhub being bad?

Re: Very Slow Broadband
 

does your broadband connection drop/disconnect or did you mean the streams messing around? where you streaming from?

Re: Very Slow Broadband
 

Just the stream of music is playing up. I'm streaming from my laptop a couple of and the airport is connected to the amp via toslink.

Re: Very Slow Broadband
 

is it a specific audio player your using thats causing the issue.

Itunes > http://forums.audioholics.com/forums...ad.php?t=50143

Re: Very Slow Broadband
 

Using iTunes and music will play fine for the most part but I just get cut outs every so often.

Re: Very Slow Broadband
 

bad cable need replacing?

Re: Very Slow Broadband
 

Cables are all ok.

It seems to be ok tonight so far. (famous last words?)