30M : Poor speeds and constant downtime, talk about doubling speeds is a joke!!!

[justins]

I've been having problems with their service since I renewed my contract to them.

Talk about being the fastest service, it's gone down hill since virgin media took over.

They fail to keep their promise of refunds, debiting instead of crediting my account only to give you the third degree when you question it saying they have over paid on refunds. They have not took into account my previous refunds and what they were for, a downgrade in service to 30mbit, £5 over charge should be 23.50 for first 3 months of contract instead of £28.50. Telephone calls on the mobile to a 0845 number they refuse to give the 01, 02 or 03 number that this service is ported to so I'm charged to get updates on their problems.

30 minute plus waits on their support line for a answer, listening to the same 3 tracks over and over again on hold.

Told twice it has been fixed only to find that it's not!!! Poor service..



Worse than dial up!

[thenry]

could you please post your stats...

put this in your web browser and hit enter..

192.168.100.1

login - defaults;
username: admin
password: changeme

click on advanced settings below the 3 red boxes.

click on connection within the list on the left

copy and paste everything that appears

[justins]

Not sure where that is but found the following in the modem settings... But told the problem is affecting the area at locator code D611 whatever that means.

Cable Modem Information
Cable Modem : DOCSIS 1.0/1.1/2.0/3.0 Compliant
Serial Number : 100
Boot Code Version : 6.1.1f
Software Version : 3.11.1201
Hardware Version : 1.39.0
CA Key : Installed

Cable Modem Status
Item Status Comments
Acquired Downstream Channel 299 MHz Primary Downstream Locked
Ranged Upstream Channel 35.8 MHz Success
Provisioning State OK Operational
Ethernet Link Status Up 100 Mbps/Full duplex

Cable Modem Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 299000000 291000000 307000000 315000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 218 217 219 220
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) -6.80 -6.76 -7.35 -7.70
RxMER
(dB) 30.70 31.84 31.47 31.47
Correctable
Codewords 594696742 73425716 117821638 180394891
Uncorrectable
Codewords 308 967 961 308

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A N/A
Channel ID 1 N/A N/A N/A
Frequency
(Hz) 35800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation QPSK N/A N/A N/A
Symbol Rate
(KSym/sec) 5120 N/A N/A N/A
Mini-Slot Size 4 N/A N/A N/A
Power Level
(dBmV) 37.75 N/A N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 21 0 0 0
T4 Timeouts 0 0 0 0

US-1


Req


Init Maint


Per Maint


Adv Short


Adv Long


Adv UGS


(1)


(3)


(4)


(9)


(10)


(11)
Modulation Type QPSK QPSK QPSK QPSK QPSK QPSK
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 36 384 384 64 64 64
Preamble Value Offset 396 6 6 396 396 396
FEC Error Correction (T) 0 5 5 3 9 9
FEC Codeword Information Bytes (k) 16 34 34 76 232 232
Maximum Burst Size 0 0 0 12 0 52
Guard Time Size 22 48 48 22 22 22
Last Codeword Length FIX FIX FIX SHORT SHORT SHORT
Scrambler on/off ON ON ON ON ON ON



US-2
Modulation Type
Differential Encoding
Preamble Length
Preamble Value Offset
FEC Error Correction (T)
FEC Codeword Information Bytes (k)
Maximum Burst Size
Guard Time Size
Last Codeword Length
Scrambler on/off



US-3
Modulation Type
Differential Encoding
Preamble Length
Preamble Value Offset
FEC Error Correction (T)
FEC Codeword Information Bytes (k)
Maximum Burst Size
Guard Time Size
Last Codeword Length
Scrambler on/off



US-4
Modulation Type
Differential Encoding
Preamble Length
Preamble Value Offset
FEC Error Correction (T)
FEC Codeword Information Bytes (k)
Maximum Burst Size
Guard Time Size
Last Codeword Length
Scrambler on/off

General Configuration
Network Access : Allowed
Maximum Number of CPEs : 1
Baseline Privacy : Enabled
DOCSIS Mode : DOCSIS 3.0
Config File : vca69834ncxv9873254k
Primary Downstream Service Flow
SFID : 2504
Max Traffic Rate : 33330000 bps
Max Traffic Burst : 3044 bytes
Min Traffic Rate : 0 bps
Primary Upstream Service Flow
SFID : 2503
Max Traffic Rate : 3333000 bps
Max Traffic Burst : 8160 bytes
Min Traffic Rate : 0 bps
Max Concatenated Burst : 8160 bytes
Scheduling Type : Best Effort

[jb66]

Downstreams too low for qam256. Do you have an attenuator on your modem?

[thenry]

sorry mate you have the stand alone modem. the guide above was for the SuperHub. anyway youve got the info posted

what have VM told you? you say its been going on for how long?

scroll to the top of this page and click on connection, copy and paste what comes up as your host.

[justins]

Not sure where that is but found the following in the modem settings... But told the problem is affecting the area at locator code D611 whatever that means.

Cable Modem Information
Cable Modem : DOCSIS 1.0/1.1/2.0/3.0 Compliant
Serial Number : 100
Boot Code Version : 6.1.1f
Software Version : 3.11.1201
Hardware Version : 1.39.0
CA Key : Installed

Cable Modem Status
Item Status Comments
Acquired Downstream Channel 299 MHz Primary Downstream Locked
Ranged Upstream Channel 35.8 MHz Success
Provisioning State OK Operational
Ethernet Link Status Up 100 Mbps/Full duplex

Cable Modem Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 299000000 291000000 307000000 315000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 218 217 219 220
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) -6.80 -6.76 -7.35 -7.70
RxMER
(dB) 30.70 31.84 31.47 31.47
Correctable
Codewords 594696742 73425716 117821638 180394891
Uncorrectable
Codewords 308 967 961 308

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A N/A
Channel ID 1 N/A N/A N/A
Frequency
(Hz) 35800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation QPSK N/A N/A N/A
Symbol Rate
(KSym/sec) 5120 N/A N/A N/A
Mini-Slot Size 4 N/A N/A N/A
Power Level
(dBmV) 37.75 N/A N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 21 0 0 0
T4 Timeouts 0 0 0 0

US-1


Req


Init Maint


Per Maint


Adv Short


Adv Long


Adv UGS


(1)


(3)


(4)


(9)


(10)


(11)
Modulation Type QPSK QPSK QPSK QPSK QPSK QPSK
Differential Encoding OFF OFF OFF OFF OFF OFF
Preamble Length 36 384 384 64 64 64
Preamble Value Offset 396 6 6 396 396 396
FEC Error Correction (T) 0 5 5 3 9 9
FEC Codeword Information Bytes (k) 16 34 34 76 232 232
Maximum Burst Size 0 0 0 12 0 52
Guard Time Size 22 48 48 22 22 22
Last Codeword Length FIX FIX FIX SHORT SHORT SHORT
Scrambler on/off ON ON ON ON ON ON



US-2
Modulation Type
Differential Encoding
Preamble Length
Preamble Value Offset
FEC Error Correction (T)
FEC Codeword Information Bytes (k)
Maximum Burst Size
Guard Time Size
Last Codeword Length
Scrambler on/off



US-3
Modulation Type
Differential Encoding
Preamble Length
Preamble Value Offset
FEC Error Correction (T)
FEC Codeword Information Bytes (k)
Maximum Burst Size
Guard Time Size
Last Codeword Length
Scrambler on/off



US-4
Modulation Type
Differential Encoding
Preamble Length
Preamble Value Offset
FEC Error Correction (T)
FEC Codeword Information Bytes (k)
Maximum Burst Size
Guard Time Size
Last Codeword Length
Scrambler on/off

General Configuration
Network Access : Allowed
Maximum Number of CPEs : 1
Baseline Privacy : Enabled
DOCSIS Mode : DOCSIS 3.0
Config File : vca69834ncxv9873254k
Primary Downstream Service Flow
SFID : 2504
Max Traffic Rate : 33330000 bps
Max Traffic Burst : 3044 bytes
Min Traffic Rate : 0 bps
Primary Upstream Service Flow
SFID : 2503
Max Traffic Rate : 3333000 bps
Max Traffic Burst : 8160 bytes
Min Traffic Rate : 0 bps
Max Concatenated Burst : 8160 bytes
Scheduling Type : Best Effort

---------- Post added at 21:30 ---------- Previous post was at 21:19 ----------

Don't believe I have an attenuator on your modem.

The fault has been going on for a few weeks, saying I'm not the only one affected. I remember having these powerlevel problems before them moved me to a different part on the box down the street and everything was ok up until recently when I downgraded from 50mbit to 30mbit and wondering if they moved me on the box without telling me and this has caused the old problem to re-occur.

---------- Post added at 21:32 ---------- Previous post was at 21:30 ----------

Don't believe I have an attenuator on your modem.

The fault has been going on for a few weeks, saying I'm not the only one affected. I remember having these powerlevel problems before them moved me to a different part on the box down the street and everything was ok up until recently when I downgraded from 50mbit to 30mbit and wondering if they moved me on the box without telling me and this has caused the old problem to re-occur.

---------- Post added at 21:47 ---------- Previous post was at 21:32 ----------

Don't believe I have an attenuator on your modem.

The fault has been going on for a few weeks, saying I'm not the only one affected. I remember having these powerlevel problems before them moved me to a different part on the box down the street and everything was ok up until recently when I downgraded from 50mbit to 30mbit and wondering if they moved me on the box without telling me and this has caused the old problem to re-occur.

[Andrewcrawford23]

your mdoem snr is pretty low i think you need a new modem

Originally Posted by justins

I've been having problems with their service since I renewed my contract to them.

Talk about being the fastest service, it's gone down hill since virgin media took over.

They fail to keep their promise of refunds, debiting instead of crediting my account only to give you the third degree when you question it saying they have over paid on refunds. They have not took into account my previous refunds and what they were for, a downgrade in service to 30mbit, £5 over charge should be 23.50 for first 3 months of contract instead of £28.50. Telephone calls on the mobile to a 0845 number they refuse to give the 01, 02 or 03 number that this service is ported to so I'm charged to get updates on their problems.

30 minute plus waits on their support line for a answer, listening to the same 3 tracks over and over again on hold.

Told twice it has been fixed only to find that it's not!!! Poor service..



Worse than dial up!

every thing about virgin media is poor..
not worth the pot to wee in..

[Andrewcrawford23]

ill repeat the modem snr is low it is below the threshold of 32

[jb66]

Originally Posted by Andrewcrawford23

ill repeat the modem snr is low it is below the threshold of 32

That could be related to the low downstream

[justins]

this was ok before so something has changed to make the SNR a problem.

[Andrewcrawford23]

Originally Posted by justins

this was ok before so something has changed to make the SNR a problem.

as jb says it coudl eb the hgihe downstream power, but teh snr being low will cause slow speeds so i suspect tha tis causing your probem you will probally needa tech to fix the powr levels and if that doesnt fix the snr get the tech to replace the modem unfortnally that will be with shub

[justins]

I was told these superhubs are c**p and should insist on the modem. Already have a router. What's the best modem available now a days?

[Kymmy]

A superhub/modem isn't going to cause the signals problems unless the modem is faulty, It's more than likely down to the cable and the settings within the cabinet.

[Andrewcrawford23]

Originally Posted by justins

I was told these superhubs are c**p and should insist on the modem. Already have a router. What's the best modem available now a days?

ther eno laternative you have the old vmng300 if it fault and need replaced it will be with teh superhub ther eis no alternative now it the standard equipment and only equipment the ony thign you can do i put the superhub in modem moe but the superhub does make tihngs liek jitter and ping slightly higher than on vmng300