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100 mbs paid for is 2.6 mbs in actuality

Hi,

When I was on the 50 mbps package, I always received 50 mbps.

When I went up to the 70 mbps package, the speed immediately went down to 30 mbps and stayed there.

I have been on the 100 mbps  for the last six months or so. Actual speeds are awful. Video buffers, multiple users is not possible.

Actual speed measured at 17:30 today = 2.6 mbps (speedtest.net).

Yours dissatisfied

 

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Re: 100 mbs paid for is 2.6 mbs in actuality

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 wired off peak speeds are slow then some hub stats might help. Go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) 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 screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP in the log to protect your privacy.

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 7-10 days) 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: 100 mbs paid for is 2.6 mbs in actuality

Hi Scott,

Thanks for replying, I wasn't expecting a reply from a fellow customer.

I'm using a wired connection over a 200 Mbps homeplug network (this hasn't changed, whilst the speeds have).

My speed is back up to 30 Mbps today, I think that's the highest it's been since I moved 'up' from 50.

Cheers

Andy

 

Downstream

  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)267000000275000000283000000291000000299000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID1314151617181920
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)0.150.15-0.05-0.12-0.31-0.45-0.64-1.02
RxMER (dB)39.4039.4039.4038.6138.9838.9839.8538.26
Pre RS Errors
126726385109913301050971934992
Post RS Errors
2772889912931001950933991

 

Upstream   US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A8688
Frequency (Hz)N/AN/A3940000025800000
Ranging StatusOtherOtherSuccessSuccess
ModulationN/AN/A64QAM64QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A22
Power Level (dBmV)N/AN/A40.5040.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
03/12/2016 12:36:04 GMT03/12/2016 12:36:04 GMTWarning (5)66050310Auth Success - Web login successful.
02/12/2016 18:31:12 GMT02/12/2016 18:31:12 GMTError (4)68010302DHCP WAN IP
02/12/2016 18:30:07 GMT02/12/2016 18:30:07 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
28/11/2016 08:56:08 GMT28/11/2016 08:56:08 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
28/11/2016 08:55:31 GMT28/11/2016 08:55:31 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/11/2016 08:54:56 GMT28/11/2016 08:54:56 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/11/2016 08:53:46 GMT28/11/2016 08:53:46 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/11/2016 08:51:26 GMT28/11/2016 08:51:26 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/11/2016 08:46:46 GMT28/11/2016 08:46:46 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/11/2016 08:37:27 GMT28/11/2016 08:37:27 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/11/2016 08:18:49 GMT28/11/2016 08:18:49 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/11/2016 07:41:32 GMT28/11/2016 07:41:32 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/11/2016 06:26:58 GMT28/11/2016 06:26:58 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
28/11/2016 03:57:51 GMT28/11/2016 03:57:51 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
27/11/2016 22:59:37 GMT27/11/2016 22:59:37 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
27/11/2016 13:03:09 GMT27/11/2016 13:03:09 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
24/11/2016 12:09:01 GMT24/11/2016 12:09:01 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
24/11/2016 12:08:04 GMT24/11/2016 12:08:04 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
24/11/2016 12:07:09 GMT24/11/2016 12:07:09 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
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Re: 100 mbs paid for is 2.6 mbs in actuality

EDIT - Sorry forgot to say, Hello Andy Smiley Happy 

As this is primarily a community forum, you are more likely to get a response from customers in the first instance and then staff get involved if needed.

The power levels all look to be within the recommended ranges and nothing abnormal in the network log.

I would recommend taking the homeplug powerline adapters out of the equation and trying a test connected directly to the hub.  This is the first thing that the VM staff will ask you to do as they are not responsible for any third party hardware.  Even if the homeplugs haven't changed they are not bulletproof and can develop faults.  Also it is possible to get interference on your electrical wiring which can impact homeplugs.  It is not as common as wireless interference but it does happen.  I found out recently that mobile phone adapters can create a type of noise on the wiring that powerline adapters are not always good at filtering out.

______________________
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: 100 mbs paid for is 2.6 mbs in actuality

Thanks Scott, I'll give that a go.

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