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MrSticktMouse
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Internet really Slow

My Internet speed (wired and wireless) seems to have dropped to an almost unusable level over the couple of days. I have tried everything I can think of to no avail (Factory reset, different Channels etc) Can anyone help . . ?

Thanks 

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Superuser
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Re: Internet really Slow


MrSticktMouse wrote:

For some reason It wont let me post them.

''Correct the highlighted errors and try again.'' ? 


It does that to me too and clicking "Preview" or "Post" a second time usually overrides that message.

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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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Superuser
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Re: Internet really Slow

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 screenshots 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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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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MrSticktMouse
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Re: Internet really Slow

For some reason It wont let me post them.

''Correct the highlighted errors and try again.'' ? 

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Superuser
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Message 4 of 11
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Re: Internet really Slow


MrSticktMouse wrote:

For some reason It wont let me post them.

''Correct the highlighted errors and try again.'' ? 


It does that to me too and clicking "Preview" or "Post" a second time usually overrides that message.

______________________
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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MrSticktMouse
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Re: Internet really Slow

Downstream bonded channelsChannelFrequency(Hz)Power(dBmV)SNR(dB)ModulationChannel ID13150000003.536.6256 qam13923230000003.736.6256 qam14033070000003.936.6256 qam13842990000003.736.6256 qam13752910000003.236.6256 qam13662830000002.436.6256 qam13572750000002.236.6256 qam13482670000002.937.3256 qam133

Upstream bonded channelsChannel IDFrequency(Hz)ModulationPower(dBmV)ModeChannel Bandwidth(Hz)Symbol Rate (ksps)546200000ATDMA44.864 qam64000005120825800000ATDMA42.816 qam64000005120

Date And Time Error Number Event Description

2016-11-08 01:37:54.0069010200SW Download INIT - Via Config file
2016-11-08 01:38:30.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 01:55:29.0069010800SW upgrade Failed after download - SW File corruption
2016-11-08 01:56:23.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 06:36:10.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 06:36:10.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 06:36:49.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 14:29:56.0069010200SW Download INIT - Via Config file
2016-11-08 14:30:30.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 14:43:13.0069010800SW upgrade Failed after download - SW File corruption
2016-11-08 14:43:45.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 15:03:37.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 15:03:37.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 15:06:16.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 15:24:08.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 15:24:08.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 15:25:28.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 15:42:41.0082000300Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 15:42:41.0082000600Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-11-08 15:46:00.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Superuser
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Re: Internet really Slow

The power levels posted look OK, all within the recommended ranges.  There are a few errors in the log which don't look too healthy, but difficult to say how significant they are.

You haven't answered my initial question. Are you seeing slow speeds all day or only at peak times (typically 4pm-11pm weekdays and weekends)?

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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
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Re: Internet really Slow

Hi MrSticktMouse,

 

Thanks for posting and a warm welcome to the community.

 

My apologies that you are having issues with your broadband speeds.

 

I appreciate all the checks you have completed so far. I would like to test your connection for any issues, however I was unable to locate your account. I've sent you a PM (purple envelope icon, right corner) requesting some details.

 

Hope to hear from you soon

Sam


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


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Re: Internet really Slow

Morning MrSticktMouse,

 

Thanks for the reply and confirming your details, I appreciate it.

 

I've taken a look at your connection and there is a high peak time traffic fault in your area which is causing slow speeds. The reference number is F004057329 and with a review date of 7th December.

 

One of my colleagues will be in touch shortly with more information.

 

Regards

Sam


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


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MrSticktMouse
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for weeks Re: Internet really Slow

Its been really slow for weeks now. Which is unacceptable for the price we are paying. would it be possible to have a Bill reduction for the inconvenience? As we are paying full price for something that is not fit for purpose. Thank you.    

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Re: for weeks Re: Internet really Slow

@MrSticktMouse One of Sam's colleagues should be in touch with you via Private Message to inform you about any credit options for the lack of service.

Some customers affected by this kind of issue have been waiting months for a fix so you might want to consider a new provider.

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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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