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gazza_1234
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slow download speeds

Very slow download speefs recently :-( less than 10 Mb/sec when paying for 200(╰_╯)# Have cleared and reset router more than once but still goes slow after a very short space of time. Any thoughts before I seriously consider changing my internet provider ?

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Re: slow download speeds

Are you using a wired Ethernet connection to the VM hub or a wireless connection? Wireless is easily disrupted by a number of external factors, so a wired test is the best way to get a true picture of what speed your line is able to achieve. It also helps to pinpoint if the issue is with the wireless or your line.

Are you seeing slow speeds all day or only at peak times (typically 4pm-11pm weekdays and weekends)? Some areas are suffering with over utilisation, which results in very slow speeds at peak times but full speed at off peak times.

If you are experiencing slow wired speeds at off peak times then some hub stats might help. Go to http://192.168.100.1/ to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screen shots if that is easier.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up to 2 weeks) and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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Re: slow download speeds

The power levels posted are within the recommended range, although the upstream power levels are very close the maximum recommended level of 51.  If the upstream levels were to fluctuate upwards and go over 51 it could cause problems.

There are a lot of T3 time out errors in the log which is abnormal and will probably need an engineer visit to investigate the cause.  You can call VM and try to book a visit or wait for the VM staff to get to this thread and confirm that they can see the T3 errors from their end and they can help you book a visit.  Unfortunately current response times on here from staff are about 2 weeks.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

 

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Superuser
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Re: slow download speeds

Are you using a wired Ethernet connection to the VM hub or a wireless connection? Wireless is easily disrupted by a number of external factors, so a wired test is the best way to get a true picture of what speed your line is able to achieve. It also helps to pinpoint if the issue is with the wireless or your line.

Are you seeing slow speeds all day or only at peak times (typically 4pm-11pm weekdays and weekends)? Some areas are suffering with over utilisation, which results in very slow speeds at peak times but full speed at off peak times.

If you are experiencing slow wired speeds at off peak times then some hub stats might help. Go to http://192.168.100.1/ to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screen shots if that is easier.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up to 2 weeks) and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

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gazza_1234
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Re: slow download speeds

Hi Scott, Thanks for the replay it is appreciated :-) It is a wired Ethernet connection directly in to the Super Hub. It happens at various times, so no real pattern to the low download speeds. We are generally light users of the bandwidth as well. Figures off the Hub status are - Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8 Frequency (Hz) 299000000 267000000 275000000 283000000 291000000 307000000 315000000 323000000 Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked Channel ID 33 29 30 31 32 34 35 36 Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 Interleave Depth I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 I=12 J=17 Power Level (dBmV) -3.66 -3.46 -3.62 -3.79 -3.73 -3.75 -3.66 -3.31 RxMER (dB) 37.64 37.36 37.36 37.09 37.94 37.94 37.36 37.94 Pre RS Errors 5993 29325 1737 1432 290 303 313 285 Post RS Errors 912 279 283 291 280 297 302 281 Upstream   US-1 US-2 US-3 US-4 Channel Type 2.0 N/A N/A 2.0 Channel ID 10 N/A N/A 9 Frequency (Hz) 39400000 N/A N/A 46200000 Ranging Status Success N/A N/A Success Modulation 32QAM N/A N/A 32QAM Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000 Mini-Slot Size 4 N/A N/A 4 Power Level (dBmV) 50.00 N/A N/A 50.50 T1 Timeouts 0 0 0 0 T2 Timeouts 0 0 0 0 T3 Timeouts 1 0 0 17 T4 Timeouts 0 0 0 0 15/10/2016 22:00:08 GMT 15/10/2016 22:00:08 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 22:00:06 GMT 15/10/2016 22:00:06 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 22:00:04 GMT 15/10/2016 22:00:04 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 22:00:02 GMT 15/10/2016 22:00:02 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 22:00:00 GMT 15/10/2016 22:00:00 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:58 GMT 15/10/2016 21:59:58 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:56 GMT 15/10/2016 21:59:56 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:35 GMT 15/10/2016 21:59:35 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:33 GMT 15/10/2016 21:59:33 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:31 GMT 15/10/2016 21:59:31 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:28 GMT 15/10/2016 21:59:28 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:26 GMT 15/10/2016 21:59:26 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:24 GMT 15/10/2016 21:59:24 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:22 GMT 15/10/2016 21:59:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:20 GMT 15/10/2016 21:59:20 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:18 GMT 15/10/2016 21:59:18 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 21:59:16 GMT 15/10/2016 21:59:16 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out 15/10/2016 16:52:28 GMT 15/10/2016 16:52:28 GMT Error (4) 68010302 DHCP WAN IP - 82.14.42.251 15/10/2016 16:51:57 GMT 15/10/2016 16:51:57 GMT Error (4) 68000407 TOD established 15/10/2016 16:51:48 GMT 15/10/2016 16:51:48 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out Any help would be appreciated Thanks Gsry
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Re: slow download speeds

The power levels posted are within the recommended range, although the upstream power levels are very close the maximum recommended level of 51.  If the upstream levels were to fluctuate upwards and go over 51 it could cause problems.

There are a lot of T3 time out errors in the log which is abnormal and will probably need an engineer visit to investigate the cause.  You can call VM and try to book a visit or wait for the VM staff to get to this thread and confirm that they can see the T3 errors from their end and they can help you book a visit.  Unfortunately current response times on here from staff are about 2 weeks.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.  

 

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gazza_1234
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Re: slow download speeds

Hi Scott,

Thanks for the help, it is appreciated :-)

Will try and book an engineer and see how we go from there

 

Thanks

Gary

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Forum Team
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Re: slow download speeds

Hey Gary,

 

Hope you're well Smiley Happy

 

How has your connection been since you last posted? I've just taken a look and I can't see any cause for concern with your connection. I have noticed that we're working on fault: F003883122 in your area which is due for review on the 8th Feb. This fault can be responsible for reducing the speeds during peak time hours (evenings and weekends).

 

Please keep in touch for updates and apologies for any inconvenience caused.

 

Speak with you soon,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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gazza_1234
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Re: slow download speeds

Hi Heather,
Thanks for your reply, it is appreciated.
Speeds are very variable at the moment, so really no change 🙁
It can vary so much and slows down when you least expect it ☹️️

Any help would be appreciated.

Thanks
Gary
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Re: slow download speeds

Hey Gary,

 

Thanks for getting back to me Smiley Happy

 

I know how frustrating this type of fault can be.

 

At the moment as the fault is in your area, there wouldn't be anything I can do apart from give you update and tips. I recommend using an Ethernet cable to connect where possible, if you don't have one let me know and if you need to do any major downloading, try and schedule this for after midnight.

 

Apart from that it is a bit of a waiting game I am afraid. Please do let me know if you have any further questions.

 

Thanks for your patience.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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gazza_1234
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Re: slow download speeds

Hi Heather,
Thanks for the reply, it is appreciated,

Yes, I am attached via a wired Ethernet connection to the back of the Super Hub. So that helps, but still v bad at times I.e. Less than 10 Mbps download ☹️️.

I have been offered a partial credit for the lack of performance,but this only goes a little way to compensate for the inconvenience.
Any updates on the situation/ fault would be appreciated.

Thanks
Gary
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Re: slow download speeds

Hey Gary,

 

Thanks again for a quick reply Smiley Happy

 

Good to hear that you've been offered a credit to cover the loss of service, I know this doesn't resolve it, but I hope it softens the blow a bit.

 

Again, please do accept my apologies for this, if I can help with anything else, please just ask.

 

Catch you again soon,

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


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