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jrmaglr
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Broadband speed and Wifi

Message for Virgin Media Forum Team member - raising thread as suggested on your Broadband Speed Check section of website/forum.

I am having similar problems all round. Broadband connection constantly dropping (can be into double figures in an evening); speed very slow - last test using your suggested website provided ping of 35; download of 16.41; upload of 9.84. Have had so slow that both download and upload have been less than 1. Currently paying for 200 fibre.

Maximum three devices using broadband.

Route status report as below - it a Superhub2.

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 139000000 147000000 155000000 163000000 171000000 179000000 187000000 195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
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) 2.41 2.50 2.45 2.48 2.17 1.87 1.57 1.31
RxMER (dB) 36.17 36.17 35.97 35.97 35.78 35.97 35.60 35.42
Pre RS Errors Reset Counter 10171 6828 3102 2763 700 833 971 919
Post RS Errors Reset Counter 316 286 298 381 398 390 375 298

 

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 2 N/A N/A 1
Frequency (Hz) 39400000 N/A N/A 46200000
Ranging Status Success Other Other 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) 42.50 N/A N/A 43.25
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

 

Network Log
First Time Last Time Priority Error Number Description
06/07/2017 21:16:56 GMT 06/07/2017 21:16:56 GMT Error (4) 68010302 DHCP WAN IP - ##########
06/07/2017 21:15:57 GMT 06/07/2017 21:15:57 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
06/07/2017 19:43:04 GMT 06/07/2017 19:43:04 GMT Error (4) 68010302 DHCP WAN IP - ##########
06/07/2017 19:42:01 GMT 06/07/2017 19:42:01 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
06/07/2017 19:37:50 GMT 06/07/2017 19:37:50 GMT Error (4) 68010302 DHCP WAN IP - ##########
06/07/2017 19:36:48 GMT 06/07/2017 19:36:48 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
03/07/2017 22:38:12 GMT 03/07/2017 22:38:12 GMT Error (4) 68010302 DHCP WAN IP - ##########
03/07/2017 22:37:09 GMT 03/07/2017 22:37:09 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
30/06/2017 21:04:59 GMT 30/06/2017 21:04:59 GMT Error (4) 68010302 DHCP WAN IP - ##########
30/06/2017 21:03:57 GMT 30/06/2017 21:03:57 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
30/06/2017 20:58:05 GMT 30/06/2017 20:58:05 GMT Error (4) 68010302 DHCP WAN IP - ##########
30/06/2017 20:57:03 GMT 30/06/2017 20:57:03 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
30/06/2017 19:54:03 GMT 30/06/2017 19:54:03 GMT Error (4) 68010302 DHCP WAN IP - ##########
30/06/2017 19:53:01 GMT 30/06/2017 19:53:01 GMT Error (4) 68000407 TOD established

 

Area reference is 28.

Getting really frustrated with deterioration of service being "provided".

Can you please review and respond back.

R

 [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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jrmaglr
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Re: Broadband speed and Wifi

To MOD edit - thank you for your comments. On the assumption that the red hash are the personal info, this was included as part of the downloaded information requested.

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Re: Broadband speed and Wifi

Hey jrmaglr,

Thanks for posting Smiley Happy

Sorry to hear about the problems with your connection.

I've just taken a look and everything looks normal from our end. Can I ask if you're using a wireless or hard-wired connection when you notice the issues and when you test your speeds? Ideally we would like to see results of a hard-wired speed test, if you don't have a cable let me know.

Do you notice if the performance of your network changes at different times of the day / night?

Hope to hear back from you soon,

Take care.

Heather_J

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jrmaglr
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Re: Broadband speed and Wifi

Heather_J

Thank you for your reply. I have taken some time to respond, as I have been recording speed test readings. The fastest that I have recorded were tonight and were :

Download for hardwired 60 mbps; followed immediately by wireless (standing next to router) 15 mbps and immediately again wireless (one room away with doors open) 7.34 mbps.

Upload speed was more consistent at 6.61; 5.38 and 7.13 mbps.

On all tests two devices were connected and in use.

I cannot really comment as to any difference between day and night time, as I am generally at work during the day. However, on the occasions that I have used during the day, the wireless and internet connection has been relatively robust/secure, but the speed has been slow.

The main frustration is the constant dropping of wireless and internet connection. Even rebooting makes little difference and the process is taking longer for the router to reboot. Already tonight I have had to reboot three times.

I am now getting situations when the two top lights on the router for the 5.0 and 2.4 connections are out.

Normally all five lights are flashing away like a 70s disco !

Being honest using the internet is losing its appeal as I cannot rely on a connection being maintained. Whilst you will have heard this before – “it never used to be like this” and given the speed that I am meant to be getting (even the hard wired is not getting close), I need some resolution/improvement.

I await your reply.

Regards

R

 

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jrmaglr
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Message 5 of 7
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Re: Broadband speed and Wifi

Heather_J

Test results today via Ookla are ping 13ms; downlaod 6.86 mbps; upload 4.24 mbps.

Reboot three times since getting in from work - in space of 10 minutes. Getting nowhere other than looking at your competitors' offers.

Regards

R

 

 

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Re: Broadband speed and Wifi

Hi there jrmaglr,

 

Thanks for getting back to us and for the additional information.

 

I can see you are using the Super Hub in modem mode. Are you using your own equipment for the wireless connection?

 

Have you tried a speed test direct to the Super Hub without your equipment attached to see if there is a difference?

 

Speak soon

Sam


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Re: Broadband speed and Wifi

Samantha_L

Yes - the hub is now in modem only mode. I purchased a separate router to provide the wireless connection and the difference is night and day.

Connection has not dropped once since changing over (and we have had laptops, phones, online gaming and tv streaming at the same time). Speed is dramatically greater. After changing over, I sat in the same location in the kitchen and the wireless connection download speed was 40 mbps (previously with the superhub2 wireless, this was struggling and ranged from less than 1 up to a maximum of 5mbps).

Can I suggest that you either provide both bit of equipment as part of your installation/service or be honest and advise your customers to purchase a separate route as this is the only way to maintain a robust connection and get some of the speed your offer.

R

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