Painfully slow connection; can't get VM to help

[SuzieQ123]

Originally Posted by Sephiroth

If you do call it in get them to look at your SNR. For the 256QAM modulation, you're right on the lower limit without any headroom for marginal conditions.

It may not be your modem that's causing the poor experience.

You can post your stats on the support newsgroup; they'll notice it's an old modem and offer the replacement, but will also test your line if you make the point.

151 might get you onto the offsahore call centre and although they'll happily arrange a new modem, they're not likely to want to understand anything about the low SNR.

Thanks, Sephiroth. I'd already called Virgin Media by the time I saw your post, but if the replacement modem doesn't help matters I'll enquire about the problem on the support newsgroup like you suggest

[mjderrin]

I am sorry to sound thick but I don't really understand the bit about 'need to be on the VM system' - the OS is XP not vista or W7

Please would you explain what you mean by needing to be on the vm system - is that the email system?

Many thanks

Here is the stuff that mentions QAM (I am afraid it all just makes a nice parting in my hair as it flies over my head!)

Downstream Lock : Locked
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Interleave Depth : 32
Downstream Receive Power Level : 5.3 dBmV
Downstream SNR : 23.9 dB
Cable Modem Status

Upstream Channel ID : 2
Upstream Transmit Power Level : 46.0 dBmV
Upstream Symbol Rate : 2560 Ksym/sec
Upstream Frequency : 29200000 Hz
Upstream Mini-Slot Size : 2

[Sephiroth]

Originally Posted by mjderrin

I am sorry to sound thick but I don't really understand the bit about 'need to be on the VM system' - the OS is XP not vista or W7
[SEPH]: For XP with Outlook Express (not Outlook) the instructions are in the support section of the VM web site.

Please would you explain what you mean by needing to be on the vm system - is that the email system?
[SEPH]: You can't access the VM support newsgroup unless you're connected to the VM network.

Many thanks

Here is the stuff that mentions QAM (I am afraid it all just makes a nice parting in my hair as it flies over my head!)

Downstream Lock : Locked
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Interleave Depth : 32
Downstream Receive Power Level : 5.3 dBmV
Downstream SNR : 23.9 dB
Cable Modem Status

Upstream Channel ID : 2
Upstream Transmit Power Level : 46.0 dBmV
Upstream Symbol Rate : 2560 Ksym/sec
Upstream Frequency : 29200000 Hz
Upstream Mini-Slot Size : 2

For 256QAM, the SNR lower threshold is 29 dB and then 3dB should be added for safety margin. Your SNR is 23.9 dB - so basically your circuit is shot, no good, gone to Ludwig. You can check that your coax cable is properly screwed in at both ends and if so, go to the support newsgroup as recommended.

[mjderrin]

I would just like to thank you all for your help over this problem - I spoke to the customer services and armed with the guidance you provided I was able to get them to send me a new modem.

I connected it up and amazingly all my problems with connecting - the (lack of) speed, the inability to connect to my office vpn, the inability to connect my wee netbook and my husband's laptop to the wifi were all resolved.

What I don't understand is why Virgin - who must be aware of the technical issues being caused by their customers' ancient legacy modems - does not just send out new ones. It would cut calls to the helpdesk, remove customer disenchantment and generally send out a positive 'aren't we good at customer service' message that would be far stronger than a million of those irritating red flyers that keep coming through the door.

Anyway, thanks for all your help.

[Peter_]

Originally Posted by mjderrin

I would just like to thank you all for your help over this problem - I spoke to the customer services and armed with the guidance you provided I was able to get them to send me a new modem.

I connected it up and amazingly all my problems with connecting - the (lack of) speed, the inability to connect to my office vpn, the inability to connect my wee netbook and my husband's laptop to the wifi were all resolved.

What I don't understand is why Virgin - who must be aware of the technical issues being caused by their customers' ancient legacy modems - does not just send out new ones. It would cut calls to the helpdesk, remove customer disenchantment and generally send out a positive 'aren't we good at customer service' message that would be far stronger than a million of those irritating red flyers that keep coming through the door.

Anyway, thanks for all your help.

Most agents are aware of the issues the old modems will cause and will and do replace them when required, a few sadly do not do this for reasons we shall never know.