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My awful experience with Superhub and 60Mb - in pictures
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Old 17-07-2012, 21:13   #1
alistairgd
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My awful experience with Superhub and 60Mb - in pictures

So now I am at the end of my tether, my patience is exhausted and I've had enough, so I am posting this to let people know, if they don't already, that VM broke their most excellent interent when they did the Double Your Speed upgrades recently.

I've had intermittant internet since MAY, in summary...

1. Pre May 2012, 30Mb package on a Virgin Media DOCSIS 3.0 Modem PERFECT SOLID INTERNET

2. May 2012 NO internet for 2 weeks and resricted TV service

3. VM Upgrade my 30Mb to 60Mb while I am offline, nice salt/wound etc.

4. May 2012 drop cable from house to box replaced and v3.0 Modem replaced with the Superhub, internet is ONLINE but intermittant

5. May - Jul 2012 Intermittant internet, 5 minute outtages most days, so gaming, banking, shopping ANYTHING is a nightmare. Speeds are WAY worse than the rock solid 30Mb I used to have earlier this year.

Inbetween all that, I've had missed appointments so wasted annual leave waiting in for a non existant booking, two or three days annual leave for techs to arrive, senior tech telling me one thing, this forums web support telling me another etc etc etc.

If I could turn the clock back and have the 3.0 modem, Dlink router, and 30Mb I would, but NO, I have this utter rubbish that doesn't deliver.

So now I am making a collage of how poor VM broadband really is, so I can spread the word, in pictures o)

Here's what I end up staring at trying to game on the iPad, or collect gmail or watch LoveFilm etc etc.....

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Old 17-07-2012, 21:19   #2
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Re: My awful experience with Superhub and 60Mb - in pictures

youve probably been asked before but can you post your connection stats. and are you on the new firmware?
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Old 17-07-2012, 21:42   #3
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Re: My awful experience with Superhub and 60Mb - in pictures

Quote:
Originally Posted by thenry View Post
youve probably been asked before but can you post your connection stats. and are you on the new firmware?
Is this what you are looking for (note, upstream power level is apparantly at the top end of acceptable, but the senior tech who did the last house call said there is nothing they can do to lower it.)

Standard Specification Compliant EU DOCSIS 3.0
Hardware Version 2.00
Software Version V5.5.2R30
CM Certificate Installed

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 299000000 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 37 55616000 Kbits/sec 299000000 Hz -3.8 dBmV 38.7 dB Hybrid
Locked QAM256 35 55616000 Kbits/sec 283000000 Hz -4.3 dBmV 38.2 dB Hybrid
Locked QAM256 36 55616000 Kbits/sec 291000000 Hz -4.3 dBmV 38.1 dB Hybrid
Locked QAM256 38 55616000 Kbits/sec 307000000 Hz -4.4 dBmV 38.1 dB Hybrid
Locked QAM256 39 55616000 Kbits/sec 315000000 Hz -3.9 dBmV 37.6 dB Hybrid
Locked QAM256 40 55616000 Kbits/sec 323000000 Hz -4.6 dBmV 36.9 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
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 4 20480 Kbits/sec 35800000 Hz 55.5 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 19976
Max Traffic Rate 66000000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 19975
Max Traffic Rate 3072000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort
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Old 17-07-2012, 21:56   #4
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Re: My awful experience with Superhub and 60Mb - in pictures

you should be moved at the cabinet. this border line stuff means nothing to me. if you can be moved at the cab you should be. mine was 51 and asked to be moved at the cab which made a huge difference. my connection was then a lot more stable after sitting at 45max.

have you got an attenuator fitted? splitter?

---------- Post added at 21:56 ---------- Previous post was at 21:48 ----------

your currently on r30 firmware. the new r36 should be with you this week, i cant remember which day? try a reboot now, power down for a minute then power up the SuperHub. the new firmware stabilizes the SuperHub alot, its able to handle the connection a lot better than when its running r30. that said your upstream still needs lowering. call out a senior tech and ask to be moved at the cabinet. if you have no joy email the CEOs office...

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Old 17-07-2012, 22:38   #5
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Re: My awful experience with Superhub and 60Mb - in pictures

Thanks for the help thenry.

The splitter that sits at the wall where the cable comes into the house has been changed to one of those that plugs into the power supply, is that what you mean?

The upstream being at the top end of the tolernace is why the virgin support forums kept sending out a tech, when I insisted on a senior tech, he came out and said words to the effect :-

"there's nothing we can do about your upstream level, its at the absolute high end of acceptable, it's alright for the webteam to say it needs lowered, but around here, that is the level it sits at and there is nothing I can do about it."

HE then said the slow speeds I get at peak times are due to capacity and he said someone would call back. I did get a call back confirming that my UBR was busy, but I do not know if they moved me or not.

I need to call support and find out if I have been moved UBR, - is this what you mean by moved "at the cab"?

I'll post back when I see the R36 is online, thanks for the info.
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Old 17-07-2012, 23:11   #6
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Re: My awful experience with Superhub and 60Mb - in pictures

hmm... are you able to locate your street cabinet and state what it looks like, a picture would do nicely and how far away it is from your home, picture not needed just distance?

also whats the ETA you get from VMs speed doubles checker?

your high up levels are your main concern at the moment. capacity issues unless rightly found could just be an excuse. first and foremost the connection needs to be stable.
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Old 17-07-2012, 23:30   #7
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Re: My awful experience with Superhub and 60Mb - in pictures

55 is the limit, thats not borderline, its over the limit
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Old 18-07-2012, 08:41   #8
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Re: My awful experience with Superhub and 60Mb - in pictures

There's always something that can be done - if it's on the tap with least attenuation already then it needs lower loss coax from the cab - in other words a re-pull. Alternately some amp or other on the way back to the optical node is on the blink and needs replacing. Of course neither solution comes cheap so that's why you aren't getting either.

It may well be that fixing the levels wouldn't solve the problem anyway if it is caused by congestion. The solution to that is even more expensive.

Have you considered upgrading to ADSL? Maybe you should call retentions and tell them you've had enough and if it isn't fixed you'll be doing that.
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Old 18-07-2012, 09:17   #9
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Re: My awful experience with Superhub and 60Mb - in pictures

I agree that it is your high upstream power causing your intermittent connection probs. I won't bother repeating the corrective steps mentioned above. All I would say to them is if it working fine before, what have they done/changed since then which could cause these problems.
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Old 18-07-2012, 11:40   #10
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Re: My awful experience with Superhub and 60Mb - in pictures

I've already had a cable pull, and a senior engineer out, so I'll get back on to them and ask what they are going to do to get my power level down.

@thenry, I've seen inside the underground box that my drop cable goes to. It's about 30 metres away and inside my cable goes into what I can only describe as a 6 way splitter box, each connection feeding a house in my street. That "splitter" has been replaced and is brand new. My drop cable is brand new.

That box goes to a cabinet about 10 metres away, which stands about half a metre tall. Inside there was the main cable that feeds the underground box, but the network guy said it was kinked so he did something to it, I did not see what.

Then there is a larger green box that I commonly see VM guys at, it sits at the top of my street about 300 metres away and looks more like a convential telephone cabinet inside with loads of small sires in it.

Still need a photo? :op

---------- Post added at 11:40 ---------- Previous post was at 11:37 ----------

Quote:
Originally Posted by General Maximus View Post
I agree that it is your high upstream power causing your intermittent connection probs. I won't bother repeating the corrective steps mentioned above. All I would say to them is if it working fine before, what have they done/changed since then which could cause these problems.
I know what they have done, (1) done the double your speed upgrade and (2) replaced my modem with a superhub.

One engineer that came out said that since the upgrade they are chasing their tails running around customers because the upgrade screwed up power levels all over.
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Old 18-07-2012, 13:18   #11
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Re: My awful experience with Superhub and 60Mb - in pictures

the SuperHub can just about handle decent power levels with r30 firmware. it hasnt got a chance if the levels are out of whack. with r36 you may see change, abit of stability but time will tell. you should get the new firmware this week.

which modem/VM equipment did you have prior to getting upgraded and what speed was you on?

with regards to the cabinet. i just wanted to see if its one of the really old style tiny boxes. that could give an indication as to whether its part of the cabinet upgrade plans. have you seen inside the cabinet, did you see any grouped connections beside numbered tags? you say theres 1 feed from the cabinet then onto a splitter in the road underground? then onto properties? sorry if ive misunderstood.
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Old 18-07-2012, 15:04   #12
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Re: My awful experience with Superhub and 60Mb - in pictures

Quote:
Originally Posted by thenry View Post
which modem/VM equipment did you have prior to getting upgraded and what speed was you on?
1. Pre May 2012, 30Mb package on a Virgin Media DOCSIS 3.0 Modem PERFECT SOLID INTERNET.

That's the shiny black modem with blue lights light looks like a superhub lying flat.

AFAIK it was one big cable (2" maybe) from cabinet into the UG box with the lableled house connections, yes.
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Old 18-07-2012, 15:34   #13
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Re: My awful experience with Superhub and 60Mb - in pictures

maybe you'll see stability with r36 then. like i said r30 can't handle the connection correctly with levels within limit let alone out.

i don't really understand your cable, cabinet etc. it should be your own cable straight from the cabinet to your property
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Old 18-07-2012, 17:57   #14
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Re: My awful experience with Superhub and 60Mb - in pictures

R30 handles power levels better, they go weird under R36
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Old 18-07-2012, 18:01   #15
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Re: My awful experience with Superhub and 60Mb - in pictures

does it?
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