Menu
Reply
  • 8
  • 0
  • 0
Dewsnap16
Joining in
188 Views
Message 1 of 9
Flag for a moderator

Slow Speeds

Good evening,

I have recently signed up to VM and have 50mbs however I am only getting speeds of 3-5 Mbps, can someone look into this please?

Thanks
Lee
0 Kudos
Reply
  • 2.96K
  • 378
  • 939
Superuser
Superuser
174 Views
Message 2 of 9
Flag for a moderator

Re: Slow Speeds

Hi Lee

Are you using a wired Ethernet connection to the VM hub or a wireless connection? Wireless is easily disrupted by a number of external factors, so a wired test is the best way to get a true picture of what speed your line is able to achieve. It also helps to pinpoint if the issue is with the wireless or your line.

Are you seeing slow speeds all day or only at peak times (typically 4pm-11pm weekdays and weekends)?

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. If you attach screen shots then they will not be visible to most of us until they are approved by a moderator so pasting text is better, don't worry about the formatting.

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 in a few days (probably nearer a week based on the current response times I'm seeing) 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 you do like my answer 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.  

0 Kudos
Reply
  • 8
  • 0
  • 0
Dewsnap16
Joining in
158 Views
Message 3 of 9
Flag for a moderator

Re: Slow Speeds

Hi,

 

Thanks for your reply, I was using wireless, so I decided to plug in my Ethernet cable to the  2.0 Hub, redid the speed test and it actually came in lower than my wireless!! I have come home a few times and I am getting no internet connection, it is saying I am connected but there is no access, I have to reset the router for it to work.

Here are the logs:

Downstream bonded channels Channel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID
12990000001.538.9256 qam7
23230000001.738.6256 qam10
3315000000238.9256 qam9
43070000001.538.9256 qam8
52910000001.738.6256 qam6
62830000001.738.6256 qam5
72750000000.738.6256 qam4
82670000001.238.6256 qam3
92590000001.238.6256 qam2

 

Upstream bonded channels Channel ID Frequency(Hz) Modulation Power(dBmV) Mode Channel Bandwidth(Hz) Symbol Rate (ksps)
1839400000ATDMA36.564 qam64000005120
1746200000ATDMA38.364 qam64000005120

 

Network Log Date And Time Error Number Event Description
1970-01-01 00:01:45.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-05-31 16:22:31.002417164308Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-05 06:43:01.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-05 10:00:14.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-05 21:47:32.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-06 12:52:06.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-09 07:08:57.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-09 17:23:10.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-10 14:15:21.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-14 20:03:42.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-19 00:20:47.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-19 11:50:59.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-19 15:19:06.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-20 06:17:28.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-23 06:21:26.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-30 04:53:45.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-06-30 22:43:12.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-07-01 20:48:26.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-07-02 17:43:47.0066050206TEK Invalid - Invalid Key Sequence Number;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-07-06 13:56:15.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VE

 

Thanks

Lee

0 Kudos
Reply
  • 8
  • 0
  • 0
Dewsnap16
Joining in
141 Views
Message 4 of 9
Flag for a moderator

Re: Slow Speeds

I have noticed it is usually at peak times if this helps.
0 Kudos
Reply
  • 2.96K
  • 378
  • 939
Superuser
Superuser
129 Views
Message 5 of 9
Flag for a moderator

Re: Slow Speeds


Dewsnap16 wrote:
I have noticed it is usually at peak times if this helps.

Hi Lee

Sorry for not replying after you posted the hub stats.  The power levels appear to be within the recommended range.  A few more T3 timeouts in the log than normal but the last one appears to have been two days before you posted the stats so not a regular every day occurrence.

Slow speeds ONLY at peak times (typically 4pm-11pm weekdays and weekends) and full speed at off peak times is normally a symptom of high utilisation/contention in your area.  If you never get full speed off peak then that doesn't sound like a contention issue.

Probably best to wait for VM staff to get this thread and they can run checks and see if load is high at peak times in your area.

FYI The forum team respond to the oldest post waiting for a reply. This means if you keep posting on the thread then it will bump you to the bottom of their list. If you hadn't posted today then you might have had a response from them tomorrow, now it will probably be the end of the week.

______________________
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 you do like my answer 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.  

0 Kudos
Reply
  • 10.82K
  • 308
  • 631
Forum Team
Forum Team
114 Views
Message 6 of 9
Flag for a moderator

Re: Slow Speeds

Hi Lee

 

Welcome to the community and thanks for posting.

 

Sorry to read that you are experiencing slow broadband speeds. 

 

From checking your connection, there is a high peak time traffic fault in your area that 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 F003313390 and with a review date of 7th September.

 

One of my colleagues will be in touch shortly with more information in regards to this issue.

Regards

Sam


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


0 Kudos
Reply
  • 482
  • 29
  • 284
ian-c
Fibre optic
105 Views
Message 7 of 9
Flag for a moderator

Re: Slow Speeds

Hi Lee,

Unfortunately, because it has taken two weeks to get this information you are most likely outside your 14 day cooling off period. You could have tried ringing CS but I doubt you could have gotten the information sooner as the off shore staff are clueless about utilisation issues. Still, whatever the reasons for not finding out sooner you should not be in this position.

A high peak time traffic fault means that over utilisation / contention in your area will result in very poor speeds at peak times. These types of faults (they are not actually faults but simply more customers than the network in your area can handle) can take many, many months, even years to reach a satisfactory conclusion.

Unlike other broadband providers Virgin does not inform new customers at point of sale that their connection will suffer degradation due to high demand at peak times. They are not required to give an estimated speed. This is because on cable networks, the access line speed is expected to be consistent with the headline speed.

 If you want to try and get out of your contract try quoting the 2015 VOLUNTARY CODE OF PRACTICE: BROADBAND SPEEDS. Virgin has signed up to this code.

If you are happy to put up with the inconvenience of slow speeds during the evenings and weekends you need to quote the reference number F003313390 for high utilisation / contention and claim the loss of service credit which is credited every month that you experience degradation of service.

NOTE the review date of 7th September is NOT a fix date!

 

 

-----------------------------------------------------------
I am in an OVER UTILISED VIRGIN MEDIA AREA - poor speeds of 0.3Mbps to 4Mbps every evening.
Contention reference "F002896495", has now become F004952644.
Ongoing since March 2014. 16 review dates... Next Review JANUARY 2018
0 Kudos
Reply
  • 8
  • 0
  • 0
Dewsnap16
Joining in
55 Views
Message 8 of 9
Flag for a moderator

Re: Slow Speeds

Hi,

Is there an update on the contention/over-utilization issue in the area for this fault code?

 

Thanks

Lee

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

Re: Slow Speeds

Hey Lee,

 

Thanks for getting in touch Smiley Happy

 

I've just checked on the fault in your area, it's being reviewed next on the 23rd of the month.

 

Would you please get back to us on or after the 23rd for an update.

 

Thanks for your patience,

Take care.

Heather_J

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


0 Kudos
Reply