Menu
Reply
  • 9
  • 0
  • 1
James19790
Tuning in
369 Views
Message 1 of 12
Flag for a moderator

6mb speed on 200mb package - Dreadful speed after moving house

I used to have a 100mb package which gave 100mb both wired and wirelessly. All the time and reliably.

I moved house recently 5 minutes down the road and planned to stay with Virgin having been pleased. They offered free upgrade to 200mb which I took.

Since moving 2 months ago I have never got a wireless speed of over 30mb and it is usually 6-10mb. Occasionally the wired speed has reached one-offs of 65mb but very rarely.

Why is the speed so low generally and why such massive differences between wired and wireless when I've never had them before? (tried usual like changing channels etc and it is a new hub)

Any help is enormously appreciated!!

Figures below...

 

DS-1

DS-2

DS-3

DS-4

DS-5

DS-6

DS-7

DS-8

Frequency (Hz)

298750000

266750000

274750000

282750000

290750000

306750000

314750000

322750000

Lock Status(QAM Lock/FEC Sync/MPEG Lock)

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Channel ID

9

5

6

7

8

10

11

12

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)

2.57

1.81

2.25

2.45

2.38

2.16

1.78

1.73

RxMER (dB)

35.42

35.08

34.93

35.25

35.42

35.25

34.77

35.08

Pre RS Errors

 

2407931

1530765

1698355

1728910

1888732

3088714

4408439

5322948

Post RS Errors

 

273

287

292

938

289

288

308

958

 

 

US-1

US-2

US-3

US-4

Channel Type

2.0

N/A

N/A

2.0

Channel ID

18

N/A

N/A

17

Frequency (Hz)

39400000

N/A

N/A

46200000

Ranging Status

Success

N/A

N/A

Success

Modulation

64QAM

N/A

N/A

64QAM

Symbol Rate (Sym/sec)

5120000

N/A

N/A

5120000

Mini-Slot Size

4

N/A

N/A

4

Power Level (dBmV)

49.25

N/A

N/A

48.75

T1 Timeouts

0

0

0

0

T2 Timeouts

0

0

0

0

T3 Timeouts

1

0

0

0

T4 Timeouts

0

0

0

0

 

 

General Configuration

Network Access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

EuroDOCSIS 3.0

Config File

 

Primary Downstream Service Flow

SFID

36394

Max Traffic Rate

220000000 bps

Max Traffic Burst

42600 bytes

Min Traffic Rate

0 bps

Primary Upstream Service Flow

SFID

13977

Max Traffic Rate

12700000 bps

Max Traffic Burst

16320 bytes

Min Traffic Rate

0 bps

Max Concatenated Burst

16320 bytes

Scheduling Type

Best Effort

 

First Time

Last Time

Priority

Error Number

Description

09/01/2016 13:04:44 GMT

09/01/2016 13:04:44 GMT

Error (4)

68010302

DHCP WAN IP - 82.20.*******

09/01/2016 13:04:13 GMT

09/01/2016 13:04:13 GMT

Error (4)

68000407

TOD established

09/01/2016 13:04:01 GMT

09/01/2016 13:04:01 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

09/01/2016 13:03:55 GMT

09/01/2016 13:03:55 GMT

Notice (6)

84000510

Downstream Locked Successfully

09/01/2016 13:03:22 GMT

09/01/2016 13:03:22 GMT

Error (4)

68010100

DHCP RENEW sent - No response for IPv4

09/01/2016 11:29:30 GMT

09/01/2016 11:29:30 GMT

Error (4)

68010100

DHCP RENEW sent - No response for IPv4

09/01/2016 08:21:47 GMT

09/01/2016 08:21:47 GMT

Error (4)

68010100

DHCP RENEW sent - No response for IPv4

09/01/2016 02:06:21 GMT

09/01/2016 02:06:21 GMT

Error (4)

68010100

DHCP RENEW sent - No response for IPv4

08/01/2016 13:35:25 GMT

08/01/2016 13:35:25 GMT

Error (4)

68010100

DHCP RENEW sent - No response for IPv4

06/01/2016 12:04:46 GMT

06/01/2016 12:04:46 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

04/01/2016 17:49:35 GMT

04/01/2016 17:49:35 GMT

Error (4)

68010302

DHCP WAN IP - 82.20.151.196

04/01/2016 17:48:48 GMT

04/01/2016 17:48:48 GMT

Error (4)

68000407

TOD established

Time Not Established

Time Not Established

Notice (6)

84000510

Downstream Locked Successfully

04/01/2016 16:41:43 GMT

04/01/2016 16:41:43 GMT

Error (4)

68010100

DHCP RENEW sent - No response for IPv4

04/01/2016 13:26:13 GMT

04/01/2016 13:26:13 GMT

Error (4)

68010100

DHCP RENEW sent - No response for IPv4

04/01/2016 06:55:12 GMT

04/01/2016 06:55:12 GMT

Error (4)

68010100

DHCP RENEW sent - No response for IPv4

03/01/2016 17:53:08 GMT

03/01/2016 17:53:08 GMT

Error (4)

68010100

DHCP RENEW sent - No response for IPv4

02/01/2016 14:43:50 GMT

02/01/2016 14:43:50 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

02/01/2016 14:43:48 GMT

02/01/2016 14:43:48 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

02/01/2016 14:43:46 GMT

02/01/2016 14:43:46 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

 

[MOD EDIT: For your security personal and private information has been removed from this post. Please review the Forum Guidelines]

  • 9
  • 0
  • 1
James19790
Tuning in
363 Views
Message 2 of 12
Flag for a moderator

Re: 6mb speed on 200mb package - Dreadful speed after moving house

2545601.png

Not quite 200mb/s!

0 Kudos
Reply
  • 1.37K
  • 78
  • 317
cje85
Knows their stuff
354 Views
Message 3 of 12
Flag for a moderator

Re: 6mb speed on 200mb package - Dreadful speed after moving house

The downstream SNR (RxMER) looks quite low, and upstream power is verging on too high. You'll probably need an engineer to sort this out. A member of the forum team will reply usually within 2-3 days to arrange it, but you could try calling if you need a faster response.

0 Kudos
Reply
  • 9
  • 0
  • 1
James19790
Tuning in
308 Views
Message 4 of 12
Flag for a moderator

Re: 6mb speed on 200mb package - Dreadful speed after moving house

Thanks for the reply - I don't understand what it means but will wait for an mod to chip in and arrange an engineer visit.

Slightly better this evening - hovering around a whopping 15mb/s!!

0 Kudos
Reply
  • 4.21K
  • 89
  • 271
Moderator
Moderator
272 Views
Message 5 of 12
Flag for a moderator

Re: 6mb speed on 200mb package - Dreadful speed after moving house

Hi James19790

 

Welcome to the forum. I'm really sorry to hear that you experiencing slow speeds since moving house. I've run a few checks on your connection and your power levels all look ok. There is a fault ticket open though for peak time contention under reference F003050088. The review date is estimated for 17/02/2016 so if you are able to bump the thread a bit closer to this date we can certainly check for any updates on the fault ticket. 

 

Is it only around peak times that you are noticing slow speeds? I'm not too sure what you are using to test your speeds on from that screen shot. How are your speed test results looking if you use a site like speedtest.net?  Wireless speeds will fluctuate as there are many factors that can interfere. For a reliable speed test it's best to be connected over ethernet. 

 

Kind regards


The do's and don'ts. Keep the community welcoming for all. Follow the house rules


0 Kudos
Reply
  • 9
  • 0
  • 1
James19790
Tuning in
218 Views
Message 6 of 12
Flag for a moderator

6mb speed on 200mb package

Hi - I posted over a year ago with an issue over speeds on my internet connection. I'm pleased to say this was resolved (although I don't know how - it just got better one day!)

For the last 18 months I have consistently achieved 165-200mbps via wifi (and same over ethernet).

Over the last week though, the speed has dropped significantly. I only checked the speed (using ookla speedtest.net) as netflix was stuttering and cutting out sometimes.

For the last week I have been unable to achieve above 20mbps for download and it's often in single figures. No changes at all have been made to the network or settings by myself but the speed is now very slow. No change at peak times etc - just always slow. I have reset/restarted everything as you'd expect but still no difference. No better via ethernet either.

Oddly, the upload speeds still seem reasonable.

Any help is appreciated, stats below...

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID28N/AN/A25
Frequency (Hz)25800000N/AN/A46200000
Ranging StatusSuccessOtherOtherSuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)47.75N/AN/A47.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

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

Frequency (Hz)282750000266750000274750000290750000298750000306750000314750000322750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID1917182021222324
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)-3.62-3.92-3.71-3.47-3.31-3.28-3.46-3.34
RxMER (dB)35.2534.7734.9334.9335.4235.4235.4235.60
Pre RS Errors158903727319019165858751903399189850
Post RS Errors2993042883351012304318298

Network Log

First TimeLast TimePriorityError NumberDescription
19/09/2017 21:07:08 GMT19/09/2017 21:07:08 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
19/09/2017 08:10:23 GMT19/09/2017 08:10:23 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
19/09/2017 08:09:28 GMT19/09/2017 08:09:28 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
19/09/2017 08:08:35 GMT19/09/2017 08:08:35 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
19/09/2017 08:06:50 GMT19/09/2017 08:06:50 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
19/09/2017 08:03:19 GMT19/09/2017 08:03:19 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
19/09/2017 07:56:17 GMT19/09/2017 07:56:17 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
19/09/2017 07:42:14 GMT19/09/2017 07:42:14 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
19/09/2017 07:14:07 GMT19/09/2017 07:14:07 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
19/09/2017 06:17:53 GMT19/09/2017 06:17:53 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
19/09/2017 04:25:25 GMT19/09/2017 04:25:25 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
19/09/2017 00:40:29 GMT19/09/2017 00:40:29 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
18/09/2017 17:10:39 GMT18/09/2017 17:10:39 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
18/09/2017 02:10:57 GMT18/09/2017 02:10:57 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
13/09/2017 12:13:13 GMT13/09/2017 12:13:13 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
13/09/2017 12:12:36 GMT13/09/2017 12:12:36 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
13/09/2017 12:12:01 GMT13/09/2017 12:12:01 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
13/09/2017 12:10:53 GMT13/09/2017 12:10:53 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
13/09/2017 12:08:34 GMT13/09/2017 12:08:34 GMTError (4)68010100

DHCP RENEW sent - No response for IPv4

0 Kudos
Reply
  • 10.82K
  • 308
  • 631
Forum Team
Forum Team
178 Views
Message 7 of 12
Flag for a moderator

Re: 6mb speed on 200mb package

Hiya James19790,

 

I appreciate you posting back here and apologies you are having an issue with the broadband speeds.

 

Looking at your connection, the line and hub have come back as fine. There are no faults reported and the traffic on the network is running low.

 

I can see you are using the Super Hub in modem mode. Can you complete a speed test direct to the Hub (without your equipment attached leaving it in modem mode) and posting the link/screenshot of the results please?

 

Do you achieve these speeds on all devices?

 

Let us know how you get on

Sam


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 9
  • 0
  • 1
James19790
Tuning in
161 Views
Message 8 of 12
Flag for a moderator

Re: 6mb speed on 200mb package

Hi - thank you for your reply. 

The speeds are consistent on all devices and there is no difference in performance whether in router or modem mode

The odd thing is that as soon as you posted your reply yesterday the speed went back to its normal speed of 200mbps. I achieved this via WiFi on all devices in both router and modem mode. 

Unfortunately, this only lasted 24 hours and - as you can see from the screenshot - the speed has now reduced to its lowest ever at less than 5mbps in router mode which really makes it unusable for anything other than basic emails and surfing. 

So I’m assuming there must be a very obvious change that happened somewhere between 10.30am yesterday to 1800 today which is accounting for this variability? 

Thanks again for any help to resolve this as the current speed is very low   I look forward to hearing from you  

B8FB445B-4B92-45CA-AA31-0D260066B4C2.jpeg

0 Kudos
Reply
  • 7.2K
  • 173
  • 420
Forum Team
Forum Team
99 Views
Message 9 of 12
Flag for a moderator

Re: 6mb speed on 200mb package

Hi James19790, 

 

Thank you for keeping in touch, I am sorry to see you have continued to have trouble with your connection. 

 

I have taken a look and I can see your downstream modem SNR is a touch on the low side which can cause speed issues. 

 

I would like to get an engineer out to take a look at this for you. I will pop you a Pm to get this arranged. Keep an eye out for the Purple Envelope, top right hand corner. 


Speak to you soon. 

 

Emma


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 9
  • 0
  • 1
James19790
Tuning in
43 Views
Message 10 of 12
Flag for a moderator

6mb speed on 200mb package - STILL same issue after engineer!

Following previous posts, I did have an engineer visit who said there were no issues although he gave me a new SH3 and immediately after his visit I managed to achieve 200mbps again for a day. Sadly since then the speed has dropped right back down again and has also started cutting out (approximately every 30 minutes or so).

The speed is back down to 4-10mbps. (screenshot and downstream data attached) currently 3mbps tonight!

The engineer mentioned there were some local works that would complete on 31st October which would bring it back to a consistent high speed but this doesn't seem to be the case. There are no issues on the status report.

Engineer said something about channels increasing (there are 24 at moment) but I don’t know what that really means!

This is turning into a disappointing issue having received so many years of good speed and service from Virgin and I don’t understand how years of high speed has suddenly dropped to less than 5mbps with no one noticing anything changing and now it has also started cutting out and resetting too.

I would appreciate someone getting back to me ASAP. Thanks.

0 Kudos
Reply