120M New 152mb Installation

Paul1971 · 25-08-2014, 22:57

Hi Forum,

Had new virgin services put in on Saturday but the internet service has been terrible since the install - worse than BT Infinity. I have factory reset the Superhub2 several times and still not getting anywhere near what I was promised.

Wifi devices register about 28-29mb on 5G connection - but my wired PC which is direct to the hub with Cat5e cable is still only achieving 28-29mb at anyone time. Here are the stats from the hub - hopefully someone can tell me whats wrong.

Modem Initialisation
Stage Status
Downstream Acquisition Locked
Primary Frequency 435000000 Hz
DHCP Done
TFTP Done
Time Of Day 21:55:46 BST
Security BPI+
Counters T1,T2,T3,T4,Sync,Resets 000,000,001,000,000,000
Internet Connection
IP Address Status
WAN IP Address 82.21.216.110
Lease Time Remaining 4 days 12h:18m:21s
Expiry Sat 30 Aug 10:14
Current Network Time Mon 25 Aug 21:55 BST
Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 82 435000000 Hz 256 QAM 0.4 dBmV 37.4 dB 378 279
Locked 79 411000000 Hz 256 QAM 1.7 dBmV 37.9 dB 1062 988
Locked 80 419000000 Hz 256 QAM 1.1 dBmV 37.6 dB 302 279
Locked 81 427000000 Hz 256 QAM 0.7 dBmV 37.4 dB 305 296
Locked 83 443000000 Hz 256 QAM 0.0 dBmV 37.6 dB 335 334
Locked 84 451000000 Hz 256 QAM -0.1 dBmV 37.6 dB 320 319
Locked 85 459000000 Hz 256 QAM -0.4 dBmV 37.6 dB 966 963
Locked 86 467000000 Hz 256 QAM -0.6 dBmV 37.1 dB 906 903
To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 34 35800000 Hz ATDMA 47.5 dBmV 16QAM 6400000 Hz 5120 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 33 45800000 Hz ATDMA 46.3 dBmV 16QAM 6400000 Hz 5120 Ksym/sec

Date Time Error Number Error Description
25/08/2014 20:55:12 GMT 66050310 Auth Success - Web login successful.
25/08/2014 19:50:23 GMT 68010302 DHCP WAN IP - 82.21.216.110
25/08/2014 19:49:33 GMT 68000407 TOD established
Time Not Established Time Not Established 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 84000510 Downstream Locked Successfully
25/08/2014 19:45:43 GMT 66050310 Auth Success - Web login successful.
25/08/2014 16:23:04 GMT 66050310 Auth Success - Web login successful.
25/08/2014 15:43:38 GMT 68010302 DHCP WAN IP - 82.21.216.110
25/08/2014 15:42:52 GMT 68000407 TOD established
Time Not Established Time Not Established 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 84000510 Downstream Locked Successfully
Time Not Established Time Not Established 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 84000510 Downstream Locked Successfully
25/08/2014 15:37:27 GMT 66050310 Auth Success - Web login successful.
23/08/2014 16:20:06 GMT 68010302 DHCP WAN IP - 82.21.216.110
23/08/2014 16:19:17 GMT 68000407 TOD established
Time Not Established Time Not Established 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 84000510 Downstream Locked Successfully
23/08/2014 16:06:00 GMT 68010302 DHCP WAN IP - 82.21.216.110
23/08/2014 16:05:17 GMT 68000407 TOD established

General Maximus · 26-08-2014, 01:11

those power levels are spot on. You are missing the most important bit though, can you also copy and paste the info in the "operation config" tab as well because that tells us what speed VM have provisioned you for. If you are provisioned for 152mbits it should look just like this:

That is 169mbits down and 12.6mbits up. You'll need to forget your wireless atm because there are many factors which come into play with regards to wireless throughput. The most reliable test is your wired one and if you are provisioned for 152mbits and you are only getting 30 then something is wrong. Was this a completely new installation of did you have bb before, request that it be upgraded and they sent you a shub/a tech brought one out? If it is an upgrade it is possible that they registered the new shub and forgot to push the new config through. If your speeds are consistently around 30mbits something dodgy is definitely going on because it is was congestion related your speed tests would all over the place.

Paul1971 · 26-08-2014, 09:10

Thanks for the reply - i cant see a setting that says operation config to check those settings - this morning at 8.07am just done a speed test and got the following, so something has changed over night.

7ms Ping

147.59mbps Download

12.33mbps Upload

General Maximus · 26-08-2014, 10:56

cool, maybe you was waiting for somebody to update your account and push it through. Normally it is done when the modem is registered but at least it is all sorted now.

Paul1971 · 27-08-2014, 12:24

Just spoken to Virgin - they have said that they are waiting to do a network upgrade before I can sustain correct speeds - nice of them to tell me before i went ahead of the installation - but they have applied a bill credit.

Will have to wait until 24th Sept to see any better service.

Oh well on wards and upwards i hope

Thanks for looking at this for me

Paul