Menu
Reply
  • 6
  • 0
  • 0
thecourtenayboy
Joining in
246 Views
Message 1 of 11
Flag for a moderator

New Customer Area 31 Very Slow during peak times

HI, I had my 200Mb broadband installed 2 weeks ago and the speeds have been hit and miss. I've got the new Superhub 3.0 and was told by the installer that I was very close to the cab, so should never have any trouble with speeds. He also showed me the stats on his handheld testing device and told me that all the test results were perfect and within the ideal range to receive a consistent and fast connection.

Whilst the engineer was at my house at around lunchtime I ran a speed test and achieved 150Mb over WiFi, which I was quite happy with. Since then, I've been able to achieve up to 215Mb during the daytime on a weekday but of an evening or a weekend my speeds have dropped to as low as 3Mb and are usually between 10-20Mb.

I'm hoping that someone can help get this resolved. I was quite happy with my 40Mb Fibre from EE, which always gave me 40Mb no matter what time of day or day of the week it was. I was hoping for a vast improvement on that, not struggling to get 10Mb.

I've tested via ethernet connection and WiFi and had the same results. I also noticed that when the TiVo box is on, the broadband speed tests are slower. Most recent test went up by 15Mb with the TiVo box turned off.

 

0 Kudos
Reply
  • 6
  • 0
  • 0
thecourtenayboy
Joining in
242 Views
Message 2 of 11
Flag for a moderator

Re: New Customer Area 31 Very Slow during peak times

Here is my Network Log, if that helps:


Date And Time Error Number Event Description
2017-01-17 11:53:08.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-17 11:53:14.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-17 11:53:21.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-17 11:53:23.00 69010400 SW Upgrade Failed Before Download - Server not Present
2017-01-17 11:53:23.00 69010600 SW upgrade Failed before download -TFTP Max Retry Exceeded
2017-01-17 11:53:23.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-17 11:53:23.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-17 12:09:02.00 69010200 SW Download INIT - Via Config file
2017-01-17 12:20:00.00 69011200 SW download Successful - Via Config file
2017-01-17 15:44:39.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-22 09:56:50.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-23 16:04:03.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-26 00:07:28.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-30 08:04:58.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-31 12:28:02.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-31 13:36:51.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-31 15:35:03.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-01-31 21:36:44.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-03 15:46:15.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-04 11:27:33.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
  • 6
  • 0
  • 0
thecourtenayboy
Joining in
237 Views
Message 3 of 11
Flag for a moderator

Re: New Customer Area 31 Very Slow during peak times

Cable Modem Status
Item Status Comments
Acquired Downstream Channel(Hz)
435000000
Locked
Ranged Upstream Channel(Hz)
39400000
Locked
Provisioning State
Online

 

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 435000000 0.5 40.3 256 qam 4
2 499000000 1.2 40.3 256 qam 12
3 491000000 1 40.3 256 qam 11
4 483000000 0.7 40.3 256 qam 10
5 475000000 1.2 40.9 256 qam 9
6 467000000 1 40.3 256 qam 8
7 459000000 0.9 40.9 256 qam 7
8 451000000 1 40.9 256 qam 6
9 443000000 0.2 40.3 256 qam 5
10 427000000 1 40.3 256 qam 3
11 419000000 0.5 40.3 256 qam 2
12 411000000 1.4 40.3 256 qam 1

 

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
50 39400000 ATDMA 47.5 16 qam 6400000 5120
51 32600000 ATDMA 47.5 16 qam 6400000 5120

 

Operational Configuration
General Configuration Value
Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
V0dea97109ea7aa00.cm
Primary Downstream Service Flow
SFID 66622
Max Traffic Rate 230000000
Primary Upstream Service Flow
SFID 66621
Max Traffic Rate 12700000

0 Kudos
Reply
  • 31
  • 0
  • 0
cappy
Tuning in
212 Views
Message 4 of 11
Flag for a moderator

Re: New Customer Area 31 Very Slow during peak times

I'm in same area and having issues too. Usually reliable 200mbps SuperHub but this last week it's down to 20 -50mbps. The cabinet is literally 20 metres away. I think something happening in our area.

0 Kudos
Reply
  • 207
  • 4
  • 90
greyman
Superfast
199 Views
Message 5 of 11
Flag for a moderator

Re: New Customer Area 31 Very Slow during peak times

There is a very simple explanation, VM have crammed too many users onto your bit of the network and the infrastructure just cannot cope. They appear to have also done this with many other areas, as you will see from just about every thread on this forum.

A really worrying thing is that they continue to sign new users up, you included, when they know that the infrastructure is already overloaded. As I'm guessing that you wouldn't have signed up if they had made you fully aware of the pitiful speeds you would be getting, when you are most likely to want to use the connection, i will assume that their sales pitch told you no such thing?

If that is the case, that would not only put them in breach of the Voluntary Code of Practice, that they have signed up to, but also potentially in breach of the consumer protection against unfair trading regulations.

Either way, VM are behaving totally unethically on this one, apparently being happy to "milk" their customers and to continually provide them with peak time speeds that are nowhere near what they are paying for.

I'd love to hear from someone who thinks that 0.2Mbps is a reasonable speed for an "up to 50Mbps" connection, especially as you would probably still be only getting the same speed if you were on the "up to 200Mbps" tariff.
0 Kudos
Reply
  • 512
  • 19
  • 171
Bartman007
Fibre optic
181 Views
Message 6 of 11
Flag for a moderator

Re: New Customer Area 31 Very Slow during peak times


thecourtenayboy wrote:

HI, I had my 200Mb broadband installed 2 weeks ago and the speeds have been hit and miss. I've got the new Superhub 3.0 and was told by the installer that I was very close to the cab, so should never have any trouble with speeds. He also showed me the stats on his handheld testing device and told me that all the test results were perfect and within the ideal range to receive a consistent and fast connection.

Whilst the engineer was at my house at around lunchtime I ran a speed test and achieved 150Mb over WiFi, which I was quite happy with. Since then, I've been able to achieve up to 215Mb during the daytime on a weekday but of an evening or a weekend my speeds have dropped to as low as 3Mb and are usually between 10-20Mb.

I'm hoping that someone can help get this resolved. I was quite happy with my 40Mb Fibre from EE, which always gave me 40Mb no matter what time of day or day of the week it was. I was hoping for a vast improvement on that, not struggling to get 10Mb.

I've tested via ethernet connection and WiFi and had the same results. I also noticed that when the TiVo box is on, the broadband speed tests are slower. Most recent test went up by 15Mb with the TiVo box turned off.

 


The highlight bit is a big fat lie, and should be taken further as no company needs a liar working for them.

If I was you run, run as fast as you can to cancel your contract, if you are in an oversubscribed area it will take years for VM to put their hand in their pockets, they will blame the councils first for planning permission. You have you cooling period leave, and get them to pay for your previous ISP to be installed back as you are out of pocket, they have a legal duty of care to provide you with your contracted speed, they have failed.

 

  • You need to cancel ASAP. (14 days cooling off period)
  • You need to complain using their procedure : Complaints Code Of Practice.
  • After 8 Weeks take it up with VM's regulator CISAS.
  • Request with the CISAS complaint that you want to be fully reimbursed for all costs and time (you can get a max of £10k) and a written apology to rub it in 
  • You don't need to have a contract with VM to do all this.

 

If more people do this VM with get a hefty fine for not treating their customers by the rules, a bit like what happened to EE.

 

Regards






----------------------------------------------------------------------------------------------------------------------




All the information I provide is available on Google Search, I just make it simple for you Smiley Happy
0 Kudos
Reply
  • 8
  • 0
  • 2
levygreen
Tuning in
158 Views
Message 7 of 11
Flag for a moderator

Re: New Customer Area 31 Very Slow during peak times

Get out whilst you can. Area 31 suffers terrible over utilisation (slow speeds at peak times) been going on for a long time now. Use the search function for numerous tales of woe.

 

0 Kudos
Reply
  • 6
  • 0
  • 0
thecourtenayboy
Joining in
154 Views
Message 8 of 11
Flag for a moderator

Re: New Customer Area 31 Very Slow during peak times

I called Virgin Media this afternoon and they advised me that the contention issue in our area is due to be fixed on 1st March. Let's see if things improve!
0 Kudos
Reply
  • 24
  • 0
  • 8
Raco
On our wavelength
141 Views
Message 9 of 11
Flag for a moderator

Re: New Customer Area 31 Very Slow during peak times

thecourtenayboy they are feeding you **bleep** I can smell it from here.it wont be fixed anytime soon is what they should be telling you.

0 Kudos
Reply
  • 512
  • 19
  • 171
Bartman007
Fibre optic
127 Views
Message 10 of 11
Flag for a moderator

Re: New Customer Area 31 Very Slow during peak times


thecourtenayboy wrote:
I called Virgin Media this afternoon and they advised me that the contention issue in our area is due to be fixed on 1st March. Let's see if things improve!

Its not a fix date its a review date, Some of us here have be having review dates for over 3 years, some like yourself are in areas of the same length. I don't thing VM want to fix these problems now as I don't really know of an ISP that's ever taken so long to fix a customers connection, even BTOR does not take that long.

 

Regards






----------------------------------------------------------------------------------------------------------------------




All the information I provide is available on Google Search, I just make it simple for you Smiley Happy
0 Kudos
Reply