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Message 1 of 9 (328 Views)

Area 15 - so slow

2 Mbps down / 2.5 Mbps up - 

Dear Virgin - is there anything to do about it?

 

Thanks

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Message 7 of 9 (329 Views)
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confirmed by ivenger
‎20-05-2017 14:38

Re: Area 15 - so slow

Hi there ivenger,

 

Thanks for getting back to us.

 

I've taken a look at the high peak time traffic fault in your area (F003987110) and our engineers are still working on this to improve bandwidth with a review date of 10th January. As this is a review date it can be subject to change.

 

Apologies for the delay and inconvenience caused.

Regards

Sam


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Superfast
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Message 8 of 9 (318 Views)
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confirmed by ivenger
‎20-05-2017 14:38

Re: Area 15 - so slow

"....with a review date of 10th January. As this is a review date it can be subject to change"

Oh dear, here we go again! I've already put a bet on that we'll see another 'review' extension in Jan 2018.

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Superuser
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Message 2 of 9 (283 Views)

Re: Area 15 - so slow

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 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 a week) and run checks on your line.

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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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Message 3 of 9 (271 Views)

Re: Area 15 - so slow

[ Edited ]

Thanks for the response.

I was testing wired. I guess it's a peak load problem. However, I am home in the evening, rather than at any other point in the day - therefore, it wouldn't really help even if the speed during the day was 1 Gbps. I kind of expect (and actually received until recently) ok service during peak load as well when I come home I do like to e.g. watch a movie...

The router testing results below, would be very happy if you managed to identify a problem or anything (currently download is c. 4Mbps; I assume it is a bit later than yesterday)

Upstream   US-1 US-2 US-3 US-4

Channel Type N/A N/A 2.0 2.0
Channel ID N/A N/A 3 4
Frequency (Hz) N/A N/A 32600000 25800000
Ranging Status Other Other Success Success
Modulation N/A N/A 16QAM 16QAM
Symbol Rate (Sym/sec) N/A N/A 5120000 5120000
Mini-Slot Size N/A N/A 4 4
Power Level (dBmV) N/A N/A 41.50 40.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

 

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

Frequency (Hz) 307000000 251000000 259000000 267000000 275000000 283000000 291000000 299000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 80 73 74 75 76 77 78 79
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) 8.35 7.53 7.78 7.98 8.34 8.38 8.56 8.50
RxMER (dB) 38.26 36.84 36.84 37.94 38.26 38.98 38.98 38.98
Pre RS Errors 1060 1166 1114 342 309 980 902 1064
Post RS Errors 293 275 1052 284 298 963 889 1047

 

Network Log

First Time Last Time Priority Error Number Description
01/11/2016 22:07:06 GMT 01/11/2016 22:07:06 GMT Error (4) 68010302 DHCP WAN IP - #############
01/11/2016 22:06:13 GMT 01/11/2016 22:06:13 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
01/11/2016 21:51:28 GMT 01/11/2016 21:51:28 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
28/10/2016 02:21:55 GMT 28/10/2016 02:21:55 GMT Error (4) 68010302 DHCP WAN IP - ##########
28/10/2016 02:21:22 GMT 28/10/2016 02:21:22 GMT Error (4) 68000407 TOD established
28/10/2016 02:21:07 GMT 28/10/2016 02:21:07 GMT Notice (6) 84000510 Downstream Locked Successfully
28/10/2016 02:20:34 GMT 28/10/2016 02:20:34 GMT Critical (3) 68000100 DHCP FAILED - Discover sent, no offer received
28/10/2016 02:18:22 GMT 28/10/2016 02:18:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/10/2016 02:18:21 GMT 28/10/2016 02:18:21 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/10/2016 02:18:08 GMT 28/10/2016 02:18:08 GMT Notice (6) 84000510 Downstream Locked Successfully
28/10/2016 02:18:08 GMT 28/10/2016 02:18:08 GMT Warning (5) 84020300 MDD message timeout
28/10/2016 02:18:07 GMT 28/10/2016 02:18:07 GMT Warning (5) 84020200 Lost MDD Timeout
28/10/2016 02:17:50 GMT 28/10/2016 02:17:50 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/10/2016 02:17:37 GMT 28/10/2016 02:17:37 GMT Notice (6) 84000510 Downstream Locked Successfully
28/10/2016 02:17:36 GMT 28/10/2016 02:17:36 GMT Warning (5) 84020300 MDD message timeout
28/10/2016 02:17:36 GMT 28/10/2016 02:17:36 GMT Warning (5) 84020200 Lost MDD Timeout
28/10/2016 02:16:56 GMT 28/10/2016 02:16:56 GMT Critical (3) 68000100 DHCP FAILED - Discover sent, no offer received
28/10/2016 02:14:47 GMT 28/10/2016 02:14:47 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/10/2016 02:14:46 GMT 28/10/2016 02:14:46 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Superuser
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Message 4 of 9 (261 Views)

Re: Area 15 - so slow


ivenger wrote:

Thanks for the response.

I was testing wired. I guess it's a peak load problem. However, I am home in the evening, rather than at any other point in the day - therefore, it wouldn't really help even if the speed during the day was 1 Gbps. I kind of expect (and actually received until recently) ok service during peak load as well when I come home I do like to e.g. watch a movie...


I appreciate that normal speeds outside peak times is not useful to you but an off peak speed test as a diagnostic tool might help to narrow down the cause of your slow speed.

The power levels you posted are within the recommended range so nothing obviously wrong there.  A few timeouts in the log but not happening every day so unlikely to be the cause of slow speeds.

Probably best to wait for VM staff to get to this thread in a few days and they will be able to see if the traffic on your segment of the network is running high at peak times.

______________________
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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Message 5 of 9 (245 Views)

Re: Area 15 - so slow

Hello iveger,

 

Thanks for posting and a big welcome to the forum Smiley Very Happy

 

Sorry that you're experiencing slow speeds, I can see you've had some great support from Scott already.

 

I'm sorry to report that we do have a fault in your area under ref: F003987110 which is due for review on the 21st Dec. As you know, this fault will affect peak time speeds.

 

Please accept my apologies for this and let me know if you have any questions.

Take care.

Heather_J

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Message 6 of 9 (195 Views)

Re: Area 15 - so slow

Dear Heather and the forum team,

It's been half a year and the speed in my area hasn't gotten any better (and geels worse) in the evening.

Is there any way to solve it?

Thanks
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Message 7 of 9 (330 Views)
Helpful Answer
confirmed by ivenger
‎20-05-2017 14:38

Re: Area 15 - so slow

Hi there ivenger,

 

Thanks for getting back to us.

 

I've taken a look at the high peak time traffic fault in your area (F003987110) and our engineers are still working on this to improve bandwidth with a review date of 10th January. As this is a review date it can be subject to change.

 

Apologies for the delay and inconvenience caused.

Regards

Sam


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


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Superfast
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Message 8 of 9 (319 Views)
Helpful Answer
confirmed by ivenger
‎20-05-2017 14:38

Re: Area 15 - so slow

"....with a review date of 10th January. As this is a review date it can be subject to change"

Oh dear, here we go again! I've already put a bet on that we'll see another 'review' extension in Jan 2018.

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Message 9 of 9 (149 Views)

Re: Area 15 - so slow

Well, I guess it's time to switch. BT are bad, but at least their technology is less prone to congestion failure (also potentially engineering service levels).

Thanks.
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