I have VM cable and 1mps speed

Jase1000 · 24-10-2009, 21:08

Ok here is the story 6 weeks waiting for sky to install broadband, went to an Orange mobile one now have a shiny red virgin mobile box and its all connected.... but it is going slower than a granny going down a hill on a shopping trolley. Currently I get 1mbs and according to Virgin I should be able to be around 7 or 8.

The cable goes directly into my Mac and it goes slow.

I called the VM help desk and apparently it is something wrong with my computer but I also tried by windows laptop and a similar result.

Does anyone have any ideas on how I can work out what the problem is.

Sephiroth · 24-10-2009, 21:24

Could you tell us the following:

1 Who is your telephone provider?

2 Which is your local telephone exchange?

3 How far do you live from the exchange?

4 Are there any identification marks on who makes (and model) the shiny red virgin mobile box? Maybe I'm being thick here, but I'd expect you to have a Virgin ADSL modem. On the ADSL modem, I'd be hoping to find attenuation and Signal to Noise Ratio (SNR) information to help with diagnosis.

dd11 · 24-10-2009, 21:36

Sorry if I'm being dumb but are you talking about a mobile USB stick?

webcrawler2050 · 24-10-2009, 21:37

Quote:

Originally Posted by dd11

Sorry if I'm being dumb but are you talking about a mobile USB stick?

Then you don't have broadband - I assume you only have "mobile" broadband.....???

Jase1000 · 24-10-2009, 21:42

Virgin media

South Kensignton

I am about a 1000 meters from the exchange

The trade name on the back is Ambit and the model number is E08C013.00, they gave us that box and a wireless router which I haven't plugged in yet I figure get this working first.

Here are some of the details
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 5
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 17.5 dBmV
Downstream SNR : 29.1 dB

Does that help?

---------- Post added at 21:42 ---------- Previous post was at 21:40 ----------

It is cable not a USB dongle I just got the USB between broadband providers

Peter_ · 24-10-2009, 21:43

Quote:

Originally Posted by Jase1000

Downstream Receive Power Level : 17.5 dBmV
Downstream SNR : 29.1 dB

You need a technician as your Downstream is to high and the SNR is to low how about the Upstream.

The exchange does not matter as you are not a through the telephone customer.

Tech Support is open 24/7 on 151 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.

Jase1000 · 24-10-2009, 21:58

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 34000000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 37.5 dBmV
Upstream Mini-Slot Size : 2

Thanks for your help will call them

---------- Post added at 21:58 ---------- Previous post was at 21:56 ----------

Does it make a difference that I am on a Mac?

dd11 · 24-10-2009, 22:02

Quote:

Originally Posted by webcrawler2050

Then you don't have broadband - I assume you only have "mobile" broadband.....???

Jase1000: "went to an Orange mobile one now have a shiny red virgin mobile box and its all connected"

...thats where i got lost :s

Sephiroth · 24-10-2009, 22:10

Quote:

Originally Posted by Moldova

You need a technician as your Downstream is to high and the SNR is to low how about the Upstream.

The exchange does not matter as you are not a through the telephone customer.

Tech Support is open 24/7 on 151 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.

The OP originally implied that he had a National service (esp. 1 Mbps expecting 7 or 8 Mbps). That's why I asked for the modem details.

Webby was also anxious on this point.

So, of course, your diagnosis applies.

Peter_ · 24-10-2009, 22:12

Quote:

Originally Posted by Jase1000

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 34000000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 37.5 dBmV
Upstream Mini-Slot Size : 2

Thanks for your help will call them

---------- Post added at 21:58 ---------- Previous post was at 21:56 ----------

Does it make a difference that I am on a Mac?

No no difference what so ever and your upstream is spot on, but you still need a engineer for the downstream.

I presume that you have a small black Virginmedia branded modem in your house.

Sephiroth · 24-10-2009, 22:18

Quote:

Originally Posted by Moldova

........I presume that you have a small black Virginmedia branded modem in your house.

He says he's got a "shiny red virgin mobile box". LOL.

Peter_ · 24-10-2009, 22:21

Quote:

Originally Posted by Sephiroth

He says he's got a "shiny red virgin mobile box". LOL.

But a E08C013.00 is an Ambit 256 a cable modem and he has posted the power levels from it.

Sephiroth · 24-10-2009, 23:06

Quote:

Originally Posted by Moldova

But a E08C013.00 is an Ambit 256 a cable modem and he has posted the power levels from it.

Yes, yes - I know that. The OP said in post #1 that he had a "shiny red virgin mobile box". I then asked him the question, he answered with the model number and you got in before me.

See?

Peter_ · 25-10-2009, 11:41

Quote:

Originally Posted by Sephiroth

Yes, yes - I know that. The OP said in post #1 that he had a "shiny red virgin mobile box". I then asked him the question, he answered with the model number and you got in before me.

See?

The shiny red box is probably the Quickstart cardboard box the kit arrived in.

Jase1000 · 25-10-2009, 15:43

I spoke to the help desk and they asked me to remove the cable to the computer and they tested this and it is a faulty modem so they are sending a guy around to have a look.