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Matt_Vans
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Permanently slow internet speed.

Hi,

I've signed up purely to see if I can get this issue resolved once and for all.
I am signed up for (and paying for) 200mb broadband. Thing is, I never get above 50 most days, at best 75/80 once in a blue moon no letter what time of day.
I have phoned numerous occasions and always seem to get fobbed off with either "there's work in your area" or "we're upgrading, it'll be complete in 2 weeks". Well nothing has changed in over 12 months. Still getting 50mb download on both PCs, the laptop, all phones, both PS4s and the Xbox (no they're not all on at once).
I've physically connected a PC and had Virgin remote access, etc... I'm out of ideas!

I'm paying for something I'm not receiving and this has been going on for over a year now. It needs resolving.

Regards

Martin
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Superuser
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Message 2 of 9
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Re: Permanently slow internet speed.

Hi Martin

Can you confirm that you are carrying out the speed tests on a PC with a gigabit network card connected directly to the VM hub via Ethernet using a Cat 5e or higher cable? Just so that wireless interference or third party hardware issues can be ruled out.

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.

______________________
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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Matt_Vans
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Re: Permanently slow internet speed.

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 203000000 211000000 219000000 227000000 235000000 243000000 251000000 259000000
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) 12.10 11.94 11.68 11.63 11.37 11.43 11.59 12.00
RxMER (dB) 35.97 35.97 35.78 35.60 35.97 35.97 36.17 36.17
Pre RS Errors 268477 226359 58683 71337 6986 7246 3823 2921
Post RS Errors 382 630 477 383
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Matt_Vans
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Re: Permanently slow internet speed.

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 N/A N/A 2.0
Channel ID 59 N/A N/A 60
Frequency (Hz) 30200000 N/A N/A 23600000
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) 41.00 N/A N/A 39.50
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 3
T4 Timeouts 0
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Matt_Vans
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Re: Permanently slow internet speed.

Network Log
First Time Last Time Priority Error Number Description
16/10/2016 22:40:38 GMT 16/10/2016 22:40:38 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/10/2016 01:59:27 GMT 13/10/2016 01:59:27 GMT Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response
13/10/2016 01:58:41 GMT 13/10/2016 01:58:41 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/10/2016 01:57:57 GMT 13/10/2016 01:57:57 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/10/2016 01:56:29 GMT 13/10/2016 01:56:29 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/10/2016 01:53:32 GMT 13/10/2016 01:53:32 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/10/2016 01:47:39 GMT 13/10/2016 01:47:39 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/10/2016 01:35:53 GMT 13/10/2016 01:35:53 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/10/2016 01:12:21 GMT 13/10/2016 01:12:21 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
13/10/2016 00:25:16 GMT 13/10/2016 00:25:16 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
12/10/2016 22:51:05 GMT 12/10/2016 22:51:05 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
12/10/2016 19:42:46 GMT 12/10/2016 19:42:46 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
12/10/2016 13:26:06 GMT 12/10/2016 13:26:06 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
12/10/2016 00:52:47 GMT 12/10/2016 00:52:47 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
11/10/2016 23:49:59 GMT 11/10/2016 23:49:59 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
11/10/2016 23:15:50 GMT 11/10/2016 23:15:50 GMT Warning (5) 66050310 Auth Success - Web login successful.
11/10/2016 17:27:33 GMT 11/10/2016 17:27:33 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
11/10/2016 16:59:09 GMT 11/10/2016 16:59:09 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
10/10/2016 21:47:32 GMT 10/10/2016 21:47:32 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
08/10/2016 04:48:23 GMT 08/10/2016 04:48:23 GMT Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response

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Superuser
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Message 6 of 9
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Re: Permanently slow internet speed.

Hi Martin

The downstream power levels are too high, the recommended range is -6 to +10 and all of yours are above 10.  Power levels outside the recommended range can have an adverse effect on speeds.

This will need an engineer visit to sort out the power levels. You can call VM and try to book a visit or wait for the VM forum staff to get to this thread and they can help you book a visit. Unfortunately current response times on here from staff are up to 2 weeks.

______________________
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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Message 7 of 9
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Re: Permanently slow internet speed.

Hi Martin,

 

Welcome to the community and thanks for posting.

 

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

 

As Scott mentioned the downstream power levels are too high and I can arrange an engineer appointment for you to get these adjusted. I've sent you a PM (purple envelope icon, right corner) requesting some details.

 

There is also a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004670584 and with a review date of 30th November.

 

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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tommey
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Re: Permanently slow internet speed.


Samantha_L wrote:

Hi Martin,

Welcome to the community and thanks for posting.

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

As Scott mentioned the downstream power levels are too high and I can arrange an engineer appointment for you to get these adjusted. I've sent you a PM (purple envelope icon, right corner) requesting some details.

There is also a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004670584 and with a review date of 30th November.

Hope to hear from you soon

Sam


Sorry to hijack the thread but how on earth is there already a new review date for my fault code when I was only recently given one for 12th July 2017??

Surely my review date has not been put forward to NOVEMBER 30th before we have even reached the 12th of July...... (It is VM though) 

Are different review dates just given out of a hat or something to try and keep us from constantly complaining?

I have been given review date after review date now and this is getting pathetic something needs to be done we cannot allow Virgin Media to keep getting away with this....


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

Fault reported 09/2014 - Fault ticket raised 01/01/15 - Changed to 05/15 -  Changed to 12/08/15 - Changed to 14/10/15 - Changed to 04/11/15 - Changed to 15/04/16 - Changed to 06/07/16 - Changed to 31/09/16 - Changed to 30/11/16 - Changed to 15/02/17 - Changed to 12/07/17 - Changed to 20/09/17 - Changed to 14/06/17 - Changed to 10/01/18 < 3 YEARS SINCE FIRST TICKET

However thanks to BT Fibre Broadband I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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tommey
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Re: Permanently slow internet speed.


Samantha_L wrote:
 

 

There is also a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004670584 and with a review date of 30th November.

 


I have just contacted a forum staff member regarding this and I have been given yet another date this time I have been told it's been moved to 20/09/2017 I am unsure if @Samantha_L miss typed the above date but please remember this will just be another review just like the other 11 I have been given over the last 2 years and 4 months.

So to be clear the new REVIEW not fix date is 20/09/2017 another 6 months wait for nothing to be done a total and utter joke and just proves Virgin Media could not give a T--- about customers not getting even a reasonable speed at peak times Smiley Frustrated


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

Fault reported 09/2014 - Fault ticket raised 01/01/15 - Changed to 05/15 -  Changed to 12/08/15 - Changed to 14/10/15 - Changed to 04/11/15 - Changed to 15/04/16 - Changed to 06/07/16 - Changed to 31/09/16 - Changed to 30/11/16 - Changed to 15/02/17 - Changed to 12/07/17 - Changed to 20/09/17 - Changed to 14/06/17 - Changed to 10/01/18 < 3 YEARS SINCE FIRST TICKET

However thanks to BT Fibre Broadband I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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