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JeepUK
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Evening speed problems - area 22

I'm on 150Mb and during the day this is what I get (usually around 160Mb/s down and 10.5 up and <15ms ping).  However, during the evenings the download can drop to 2-10Mb/s and 1-7Mb/s up with >100ms up to 1200ms ping.  I've run the diagnostics and I can sometimes get an improvement to 20-24Mb/s, but not always.  By the next night it has dropped down again.  It means I can't watch streamed TV without low resolution, buffering an stalling in the evenings.

All testing is wired with SH in modem mode via a Draytek 2860 series router connected via a gigabit port.

Usually I have no problems with speeds at any time of day and this has now been going on for at least a few weeks but I don't know when it started.

Right now - with full speed - my levels are: -

Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)234750000Locked
Ranged Upstream Channel (Hz)46200000Success
Provisioning StateOKOperational

 

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

Frequency (Hz)234750000242750000250750000258750000266750000274750000282750000290750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
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)-0.65-0.64-0.31-0.02-0.14-0.29-0.45-0.60
RxMER (dB)35.9736.6136.1736.3937.0937.0936.8436.84
Pre RS Errors
375671274322177014128600090971167012377
Post RS Errors
45839399842243016191109456

 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID9N/AN/A12
Frequency (Hz)46200000N/AN/A25800000
Ranging StatusSuccessOtherOtherSuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)43.25N/AN/A40.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts000

0

 

Sample speedtests: -

Date
IP Address
Download
Upload
Latency
Server
Distance

11/30/2016 11:17 PM GMT
62.xxx.yyy.zzz
13.23 Mb/s
8.49 Mb/s
136 ms
Luton
< 50 mi

11/30/2016 10:43 PM GMT
62.xxx.yyy.zzz
5.29 Mb/s
4.86 Mb/s
118 ms
Maidenhead
< 50 mi

11/30/2016 10:15 PM GMT
62.xxx.yyy.zzz
8.39 Mb/s
8.25 Mb/s
148 ms
Maidenhead
< 50 mi

11/30/2016 3:39 PM GMT
62.xxx.yyy.zzz
163.84 Mb/s
10.17 Mb/s
12 ms
Maidenhead
< 50 mi

11/30/2016 2:27 PM GMT
62.xxx.yyy.zzz
164.08 Mb/s
10.27 Mb/s
11 ms
Slough
< 50 mi

11/30/2016 10:40 AM GMT
62.xxx.yyy.zzz
164.39 Mb/s
10.43 Mb/s
13 ms
Maidenhead
< 50 mi

12/1/2016 10:39 PM GMT
62.xxx.yyy.zzz
13.08 Mb/s
10.34 Mb/s
12 ms
Maidenhead
< 50 mi

12/1/2016 10:36 PM GMT
62.xxx.yyy.zzz
2.91 Mb/s
1.48 Mb/s
567 ms
Luton
< 50 mi

12/1/2016 8:56 AM GMT
62.xxx.yyy.zzz
164.21 Mb/s
10.01 Mb/s
12 ms
Luton
< 50 mi

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Superuser
Superuser
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Message 2 of 6
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Re: Evening speed problems - area 22

Slow speeds at peak times (typically 4pm-11pm weekdays and weekends) but full speed at off peak times is normally a symptom of high utilisation/contention in your area.

Somebody from the VM forum team should be along in a few days (up to a week) to check your connection and can confirm if there is a known issue with your segment of the network. If that is the case they should provide a fault reference and pass your details onto another team who should inform you about your credit options for the lack of service via a PM. They should also be able to provide a review date for the fault. Note that it is a review date not an expected fix date and some customers affected by this kind of issue have been waiting over a year for a fix.

______________________
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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Forum Team
Forum Team
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Message 3 of 6
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Re: Evening speed problems - area 22

Hi there JeepUK,

 

Welcome back to the community. It's nice to have you here.

 

Sorry to read that you are experiencing slow broadband speeds. 

 

I've run some checks on your broadband connection, the line and the hub have come back as fine which is good. However high peak time traffic in your area is causing the slow speeds you have been experiencing. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F003627374 and with a review date of 22nd February 2017.

 

I will pass this across to one of my colleagues who will be in touch with more information.

 

Regards

Sam


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JeepUK
On our wavelength
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Message 4 of 6
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Re: Evening speed problems - area 22

The complete local Virgin network went down today, including the phone line.  It appears to be related to some network upgrades, so hopefully this should be fixed.  I'll test again this evening to see if the speed is maintained.

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JeepUK
On our wavelength
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Message 5 of 6
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Re: Evening speed problems - area 22

I know we haven't reached the review date for the fault yet, but even after today's service interruption for network upgrades, this evening the speeds are back down to 2Mbps download, 5Mbps upload, so it isn't fixed yet.  Hopefully there's some tweaking to be done before the review date that will improve matters.

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Forum Team
Forum Team
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Message 6 of 6
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Re: Evening speed problems - area 22

Hi JeepUK,

 

Really sorry for the trouble!

 

I've checked the network for an update of the fault ref.(F003627374). The review date has been adjusted to 19th July 2017. I'm sorry, I know this isn't the news you wanted to hear.

 

All the best

 

Josh


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