20Mb Query

dbateman2k5 · 20-03-2010, 10:38

Hi

Recently upgraded from 10Mb (Size L) to 20Mb (Size XL).

Just wondering if everything is working correctly.

Sppedtest.net report...

Modem Info...
VM 256 Modem (Black with VM logo on it)

Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -15.1 dBmV
Downstream SNR : 26.1 dB

Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 25800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 38.0 dBmV
Upstream Mini-Slot Size : 2

Is this all ok or should I request a new modem from VM ?

pip08456 · 20-03-2010, 10:57

Your downstream receive power level and SNR are outside of normal parameters. You need to book an engineer.

AbyssUnderground · 20-03-2010, 12:01

Not a bad speed but the signal specs as above are well out of spec. The downstream should be between +/- 7 dBmV, yours is -15dBmV which is very badly out of spec, I'm surprised it works at all.

Upstream I believe should be over 40dBmV, and SNR should be over 30dB.

dbateman2k5 · 20-03-2010, 17:26

Just phoned VM and they refuse to send out an engineer as they say I can get online fine. The agent said it's an issue with the server and he's just gone to speak to a technician now.

EDIT - He came back and asked me to do another speed test, result was...

He then said it is definitely a server issue and to wait 48 hours then do another speed test.

Why do I feel like I've been fobbed off. Agent wasn't English either, as I had trouble understanding him at times (due to hearing impairment)

AbyssUnderground · 20-03-2010, 17:30

Kill the modem (turn off) and then call again saying its not working. They'll schedule a techy then.

dbateman2k5 · 20-03-2010, 17:35

I've just updated the recent post by me.

EDIT - IF I phone back, will I get someone who speak clear English ?

broadbandking · 21-03-2010, 09:20

Quote:

Originally Posted by dbateman2k5

I've just updated the recent post by me.

EDIT - IF I phone back, will I get someone who speak clear English ?

You need to ring back again, those levels are bad.

dbateman2k5 · 21-03-2010, 10:00

This morning speedtest result was...

Just spoken to VM faults and had no luck, the person on the other end said that my modem is fine (he checked the modem from his end after he asked me for the modem's MAC address), and that I don't need an engineer to visit. I also read out my Downstream SNR and Power Levels and he said these were ok.

He also said I need to have my PC looked at by a computer technician (there's nothing wrong with my PC).

broadbandking · 21-03-2010, 11:52

He is talking out of his **** ring back in the week and you will get a on shore person more than likely.

deathtrap3000 · 21-03-2010, 12:21

Quote:

Originally Posted by dbateman2k5

He also said I need to have my PC looked at by a computer technician (there's nothing wrong with my PC).

Ive also been having problems with my connection lately. I phoned them up and they seemed to think it was a problem with my router, even though it was clearly not. They also wouldnt send a tech out because I was online ok.

I emailed their twitter customer care thingy and they said I could have a tech sent out if I needed one.

dbateman2k5 · 21-03-2010, 13:21

I'm not on twitter, only on Facebook.

Will try ringing again after 9am tomorrow in the hope of getting a shore person and an engineer booked.

deathtrap3000 · 21-03-2010, 14:25

Quote:

Originally Posted by dbateman2k5

I'm not on twitter, only on Facebook.

I emailed their twitter email address. They respond via EComplaints@virginmedia.co.uk. Should try emailing them.

dbateman2k5 · 21-03-2010, 17:48

I have sent an email to both twitter@virginmedia.com and EComplaints@virginmedia.co.uk.

Hope I get a reply to one of them.

Peter_ · 21-03-2010, 21:05

Quote:

Originally Posted by dbateman2k5

I have sent an email to both twitter@virginmedia.com and EComplaints@virginmedia.co.uk.

Hope I get a reply to one of them.

Call tomorrow after 0800 and you should get a UK agent who can see the fault and book you an engineer.

dbateman2k5 · 22-03-2010, 09:15

Phoned back and engineer is booked for tomorrow afternoon. Agent did say that the downstream power level is worrying, but the downstream SNR isn't too much of a worry.

I'll update this post after the engineer has been and hopefully resolved the problem.