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josemari87
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Slow and poor Internet connection

Hi everyone!

Yet another thread on slow connection. My area reference is 21. Since the 'speed boost' about two months ago, the speed connection is really poor -have to wait ages to load webpages-. Before that, we never had experienced such an extremely poor connection. Have tried to restart the router and PCs almost every day, but still no results.

Any ideas/advice on what to do?

Thanks!

Jose


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Superuser
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Re: Slow and poor Internet connection

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 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 :-) 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.


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Superuser
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Message 2 of 12
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Helpful Answer

Re: Slow and poor Internet connection

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 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 :-) 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.

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josemari87
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Re: Slow and poor Internet connection

Thanks a lot for the answer. I have done what you just said and here I paste the figures:

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

Frequency (Hz)202750000210750000218750000N/A234750000 242750000 250750000258750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedUnlockedLockedLockedLockedLocked
Channel ID123N/A5678
Modulation256QAM256QAM256QAMUnknown256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.952000N/A6.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
N/AI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-1.27-1.10-1.89N/A-0.76-1.51-0.77-0.46
RxMER (dB)34.9335.6029.31N/A35.9736.8436.8437.64
Pre RS Errors8825011310228290N/A9892271514391625
Post RS Errors51333922543N/A1097322322936

 

Upstream                      US-1     US-2 US-3 US-4

Channel Type2.0N/AN/A2.0
Channel ID78N/AN/A75
Frequency (Hz)60300000N/AN/A32600000
Ranging StatusSuccessOtherOtherSuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)55.00N/AN/A55.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

Network Log

First TimeLast TimePriorityError NumberDescription
08/04/2016 14:03:37 GMT08/04/2016 14:03:37 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:58:10 GMT08/04/2016 13:58:10 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:55:13 GMT08/04/2016 13:55:13 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:52:51 GMT08/04/2016 13:52:51 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:51:25 GMT08/04/2016 13:51:25 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:50:51 GMT08/04/2016 13:50:51 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:50:29 GMT08/04/2016 13:50:29 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:50:23 GMT08/04/2016 13:50:23 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:46:43 GMT08/04/2016 13:46:43 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:45:45 GMT08/04/2016 13:45:45 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:45:21 GMT08/04/2016 13:45:21 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:45:05 GMT08/04/2016 13:45:05 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:44:55 GMT08/04/2016 13:44:55 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:44:43 GMT08/04/2016 13:44:43 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:44:23 GMT08/04/2016 13:44:23 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:44:11 GMT08/04/2016 13:44:11 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:44:03 GMT08/04/2016 13:44:03 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:43:29 GMT08/04/2016 13:43:29 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:43:17 GMT08/04/2016 13:43:17 GMTWarning (5)84020200Lost MDD Timeout
08/04/2016 13:42:49 GMT08/04/2016 13:42:49 GMTWarning (5)84020200Lost MDD Timeout

 

Thanks!

Jose

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Re: Slow and poor Internet connection

Hi Jose

The upstream power levels are too high at 55, the max recommended is 50.  The downstream is not locked on to all eight channels so that is not good.

Can you turn the hub's power off for a couple of minutes then back on again and copy and post the same screens, just to see if that makes a difference.

______________________
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 :-) 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.

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josemari87
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Re: Slow and poor Internet connection

Thanks for your quick answer. I have tried to turn the hub off por a couple of minutes and here you have the stats:

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

Frequency (Hz)202750000210750000218750000N/A234750000242750000250750000258750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedUnlockedLockedLockedLockedLocked
Channel ID123N/A5678
Modulation256QAM256QAM256QAMUnknown256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.952000N/A6.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
N/AI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-1.26-1.08-1.88N/A-0.68-1.52-0.84-0.45
RxMER (dB)34.9335.6028.75N/A35.6036.8436.6137.94
Pre RS Errors71622409285358N/A171211104281083
Post RS Errors30228816215N/A3023202971022

 

Upstream                      US-1 US-2 US-3 US-4
Channel Type2.0N/AN/A2.0
Channel ID78N/AN/A75
Frequency (Hz)60300000N/AN/A32600000
Ranging StatusSuccessOtherOtherSuccess
Modulation16QAMN/AN/A16QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)55.00N/AN/A55.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
 
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Re: Slow and poor Internet connection

Nothing has improved, so it looks like you need an engineer to visit and sort out the upstream power levels and investigate why the downstream is not locking on to all 8 channels.

Before doing that it might be worth a check on the service status page to make sure there is not an area fault:

https://my.virginmedia.com/faults/service-status

You can call VM on 150 (from a VM phone line) or 0345 454 1111 and try to book an engineer or wait a few days for the VM forum staff to pick up this thread and they can help arrange an engineer appointment.

______________________
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 :-) 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.

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josemari87
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Re: Slow and poor Internet connection

Thanks a lot for this, very helpful. I have checked but there are no issues in my areas, so I will try to book an engineer. Smiley Frustrated

Jose

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Re: Slow and poor Internet connection

Hi Jose

Welcome to the community and thanks for posting. 

I am sorry to see that you're experiencing slow broadband speeds. I know how frustrating this can be.

I can see from your account that you had an engineer visit to check this for you. The upstream power levels are now at 49 dBmV and all downstream power levels are locked onto 9 channels.

Have you noticed an improvement with your connection?

Let us know how you get on

Sam


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josemari87
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Re: Slow and poor Internet connection


Samantha_L wrote:

Hi Jose

Welcome to the community and thanks for posting. 

I am sorry to see that you're experiencing slow broadband speeds. I know how frustrating this can be.

I can see from your account that you had an engineer visit to check this for you. The upstream power levels are now at 49 dBmV and all downstream power levels are locked onto 9 channels.

Have you noticed an improvement with your connection?

Let us know how you get on

Sam


Yes, the engineer came and it's now fixed. Thanks a lot for your help!

Jose

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