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DJGiles92
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Slow Download speed all day every day

So for the last 4-5 days I have had a download speed ranging from 0.25-2.00mbps when it has normally been around 40mbps.  http://www.speedtest.net/my-result/6142665990

This is for both my computer and my phone, and I use a wired connection with my PC.  I have a superhub 2ac and live in Bournemouth, Area 20.  

Any information or help is greatly appreciated.

Downstream: 

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

Frequency (Hz)234750000202750000210750000218750000N/A242750000250750000258750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedUnlockedLockedLockedLocked
Channel ID5123N/A678
Modulation256QAM256QAM256QAM256QAMUnknown256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.952000N/A6.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
N/AI=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-3.08-1.73-0.48-1.16N/A-1.31-0.01-0.67
RxMER (dB)33.6033.2735.2527.33N/A34.7734.6334.35
Pre RS Errors4002412835671609799003-668480901N/A61998575654224222291166328
Post RS Errors11876119901054644027861N/A1050485229899

 

Upstream: 

Upstream   US-1 US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID2N/AN/A1
Frequency (Hz)39400000N/AN/A46200000
Ranging StatusSuccessOtherOtherSuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)48.75N/AN/A47.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts1000
T4 Timeouts0000

 

Network Log: 

Network Log

First TimeLast TimePriorityError NumberDescription
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
18/03/2017 23:32:32 GMT18/03/2017 23:32:32 GMTWarning (5)84020200Lost MDD Timeout
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Forum Team (Retired) Adam_L
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Re: Slow Download speed all day every day

Hi DJGiles92,

Thanks for letting us know about your slow speeds issues, I apologise for any troubles incurred.

I have tested things from here and I noticed that one of your upstream power levels are too high and will need to be looked at by one of our engineers. 

I will send you a PM (Purple envelope at the top) detailing what's required in order to proceed with making the booking, please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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Superuser
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Re: Slow Download speed all day every day

Your downstream is borked.

You are missing a downstream channel and your downstream SNR ranges from poor to marginal and is the cause of the high RS errors you are seeing.

Your logs are full as the same entry is repeating, might be worth rebooting the hub.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

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DJGiles92
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Re: Slow Download speed all day every day

Thank you for highlighting the problem.  Is it possible to get a forum team member to look here quicker? As the account holder (talking on her behalf) has forgotton the password/pin she set up over the phone.  However she has an account on myvirginmedia that can be freely used.

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DJGiles92
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Re: Slow Download speed all day every day

Ignore this, I got through to the team.

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Forum Team
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Re: Slow Download speed all day every day

Hello DJGiles92,

Thanks for posting and a big welcome to the community Smiley Very Happy

Sorry to hear about your recent connection problems. I can see an engineer visited you yesterday, how are you getting on with your services since?

Apologies for not replying sooner.

Take care.

Heather_J

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DJGiles92
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Re: Slow Download speed all day every day

Thank you, I haven't had an engineer personally visit me (unless you mean they did an area fix).  My internet has been better at times but it's still widely inconsistent... Right now for instance I have a 1.44 mbps download, which is still similar to what i am getting with my phone.  Yesterday it was good throughout the day ranging from 10mbps-50mbps, so I was able to do some things with minimal issues but at night it hovered around 2mbps. 

http://www.speedtest.net/my-result/6155631228

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DJGiles92
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Re: Slow Download speed all day every day

Would anyone care to update me on the situation? Do I need an engineer at my house? Is it an Area problem, and if so is there a date it will get fixed?  I'm kind of in the dark about what to do.

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DJGiles92
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Re: Slow Download speed all day every day

bf5b7a039514431480a50f9e1355a010.png

Has taken me around 15 minutes to reply to this post for something as simple as this.  

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Forum Team (Retired) Adam_L
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Re: Slow Download speed all day every day

Hi DJGiles92,

Thanks for letting us know about your slow speeds issues, I apologise for any troubles incurred.

I have tested things from here and I noticed that one of your upstream power levels are too high and will need to be looked at by one of our engineers. 

I will send you a PM (Purple envelope at the top) detailing what's required in order to proceed with making the booking, please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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DJGiles92
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Re: Slow Download speed all day every day

I'm truly greatful for your response Adam, thank you very much for taking the time to look into my issues, and I'll be in touch Smiley Happy

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