Menu
Reply
  • 6
  • 0
  • 0
dwood2891
Joining in
295 Views
Message 1 of 11
Flag for a moderator

Slow Broadband since last year

Good evening, I previously had the 100mb connection last year which ran flawlessly for a few months, but one day the internet went down. Once it came back on later that day the speeds were around 20mb constantly. I put a number of calls in to Virgin who ran the usual test, but nothing was ever resolved other than "wait and see if it improves". In February this year, I moved house which required Virgin Media to be install at the new property, whilst advising Virgin of the move they recommended I upgrade to the VIVD 200 connection. I decided to this this and was hoping my issue would be resolved, new house, new area & new equipment. Once install, speeds persisted at around 30-40mb on average. Again after a number of calls I was advised that I have a number of devices attached which may be causing the low speeds. This is not the case, whilst I do have a number of devices/phones etc. they are not all using data at the same time & I have run tests since February. Again I was left with a "wait & see" from Virgin. As I have just received an email advising they will be putting the costs up, I thought it was time I try to see if I can resolve the issue or just join the many people who seem to be having this issue - Why am I paying for a 200mb connection but only getting 20mb when I could have a much small package (and smaller price?). The Virgin website says 180mb is the average download speed during peak time. My router/network log are as follows Downstream bonded channels Channel Frequency(Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 266750000 7.9 40.9 256 qam 5 2 322750000 8.3 40.3 256 qam 12 3 314750000 8 38.9 256 qam 11 4 306750000 8.1 40.3 256 qam 10 5 298750000 8.1 38.9 256 qam 9 6 290750000 7.8 38.9 256 qam 8 7 282750000 7.8 38.9 256 qam 7 8 274750000 7.5 38.9 256 qam 6 9 258750000 8 40.3 256 qam 4 10 250750000 8 40.3 256 qam 3 11 242750000 7.8 40.9 256 qam 2 12 234750000 7.4 40.9 256 qam 1 Upstream bonded channels Channel ID Frequency(Hz) Mode Power (dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps) 51 32600000 ATDMA 44.5 16 qam 6400000 5120 52 25800000 ATDMA 44.5 16 qam 6400000 5120 Network Log Date And Time Error Number Event Description 2017-08-10 14:52:43.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-11 13:36:20.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-14 03:46:31.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-15 17:56:31.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-16 09:17:38.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-16 14:27:56.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-16 21:18:28.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-17 12:42:56.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-20 10:45:41.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-21 10:04:05.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-25 12:32:40.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-26 15:24:11.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-27 11:03:50.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-30 06:29:03.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-08-31 06:14:05.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-09-01 23:21:15.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-09-04 07:17:14.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-09-04 22:03:25.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-09-05 03:08:20.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 2017-09-05 09:45:27.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; Any assistance would be much appreciated. Best wishes, Daniel
0 Kudos
Reply
  • 7.2K
  • 173
  • 420
Forum Team
Forum Team
270 Views
Message 2 of 11
Flag for a moderator

Re: Slow Broadband since last year

Hi dwood2891, 

 

Welcome to the forums, I am sorry to see you have been having trouble with your connection. 

 

I have taken a look and things seem to be ok from this side.

 

Are you having trouble with a wired or a wireless connection? 

 

If wireless try wired, pop the hub into modem only mode with the computer in safe mode with networking. Let us know if this makes a difference. 

 

It would also be useful to see a BQM so we can get a better idea of what you are seeing from your side. (please be aware that link is external and we're not responsible for its contents).

 

Speak to you soon.

 

Emma


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


0 Kudos
Reply
  • 6
  • 0
  • 0
dwood2891
Joining in
242 Views
Message 3 of 11
Flag for a moderator

Re: Slow Broadband since last year

Hi Emma, thanks for getting back to me.

I am having the same issue both wireless and wired. I have tried modem mode and the other suggestions following my last call to your technical support team.

As mentioned I connection was great originally on my 100mb, however this decreased after a number of months for no apparent reason and did not improve when I moved house and upgraded to 200mb.

I will provide a BQM this evening to see if that shows anything which may assist.

Thanks very much and I will be in touch.

Daniel.
0 Kudos
Reply
  • 7.2K
  • 173
  • 420
Forum Team
Forum Team
232 Views
Message 4 of 11
Flag for a moderator

Re: Slow Broadband since last year

Hi Daniel, 

 

Many thanks for getting back to me, hopefully we will be able to see a bit more information form the BQM so I shall look forward to seeing the results of it. 

 

Let me know if you notice any sudden changes in the connection. 

 

All the best


Emma


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


0 Kudos
Reply
  • 6
  • 0
  • 0
dwood2891
Joining in
221 Views
Message 5 of 11
Flag for a moderator

Re: Slow Broadband since last year

Hi Emma, Please see below link fro BQM: https://www.thinkbroadband.com/speedtest/1505326842264350755 Is this what you are after? This was done on a desktop PC with wired connection. I am not sure how to attach images, but I also have speedtest.net going from January to September showing very similar results. Any assistance would be much appreciated. Kind regards, Daniel.
0 Kudos
Reply
  • 6
  • 0
  • 0
dwood2891
Joining in
212 Views
Message 6 of 11
Flag for a moderator

Re: Slow Broadband since last year

Apologies I realise I've just posted a speed test. I am running the BQM now and will post results in due course.

Thanks

Daniel
0 Kudos
Reply
  • 6
  • 0
  • 0
dwood2891
Joining in
194 Views
Message 7 of 11
Flag for a moderator

Re: Slow Broadband since last year

Good afternoon Emma,

 

Please see below live BQM which has been running for near 24hrs

 

My Broadband Ping - Virgin Media

 

Again another speed test also

 

My Broadband Speed Test

 

Any assistance is much appreciated.

 

Kind regards

 

Daniel.

0 Kudos
Reply
  • 9.96K
  • 291
  • 624
Forum Team
Forum Team
138 Views
Message 8 of 11
Flag for a moderator

Re: Slow Broadband since last year

Hi Daniel,

Thanks for keeping in touch Smiley Happy

Sorry for the on-going connection problems, I appreciate all of the testing you've done so far. I think the best thing to do at the moment is to arrange for an engineer to call around to investigate further. I'll send you a PM (purple envelope, top right) with appointment info.

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply
  • 9.96K
  • 291
  • 624
Forum Team
Forum Team
115 Views
Message 9 of 11
Flag for a moderator

Re: Slow Broadband since last year

Hi Daniel,

Hope everything is good with you Smiley Happy

How did it go with the engineer?

Let me know if I can help with anything else.

Take care.

Heather_J

Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply
  • 6
  • 0
  • 0
dwood2891
Joining in
107 Views
Message 10 of 11
Flag for a moderator

Re: Slow Broadband since last year

Hi Heather, thanks for checking up.

The engineer was really helpful, however the issue was not resolved and mirrored what has been said many times on these forums.

He checked the levels and equipment which was all fine, after putting a call in to networking he advised that there is an over utilisation in my area/street. He did not have a date when this would be reviewed, however he put on his notes that he has explained the situation to me and to raise it once I speak with yourselves.

He was very open and transparent about the issues which I really appreciated, however I am now unsure where this leaves me. I have been paying for a 200mb connection since February this year but have never been provided with this service, therefore being sold a product which cannot be provided.

Can please advise what my options are as if I am paying/have been paying for a service which is not available I feel this a little misleading.

Thanks for your assistance as always.

Daniel.
0 Kudos
Reply