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Registered: ‎03-10-2016
Message 1 of 12 (2,162 Views)

Slow internet speed - ready to leave if not fixed

Hi there,

This seems to be a consistent issue with Virgin Media. My internet speed as consistently slow for more than a month (maybe more now). By the looks of things with the forum, internet speed is a consistent issue. Also, customer service is atrocious. I'm already paying a premium compared to other broadband so will leave if the speed isn't fixed and continues

I have followed the instructions below and have posted the results. Would anyone mind looking?

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.

Downstream

DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 274750000 Hz 266750000 Hz 282750000 Hz 290750000 Hz 298750000 Hz 306750000 Hz 314750000 Hz 322750000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 4 3 5 6 7 8 9 10
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
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) -6.5 dBmV -6.5 dBmV -6.5 dBmV -6.6 dBmV -5.6 dBmV -5.8 dBmV -6.3 dBmV -6.5 dBmV
RxMER (dB) 39.0 dB 38.6 dB 39.0 dB 39.8 dB 39.5 dB 39.9 dB 39.9 dB 39.9 dB

Upstream

US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 N/A N/A
Channel ID 2 1 N/A N/A
Frequency (Hz) 39400000 Hz 46200000 Hz N/A N/A
Ranging Status Success Success N/A N/A
Modulation QAM16 QAM16 N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 128 128 N/A N/A
Power Level (dBmV) 54.8 dBmV 55.0 dBmV N/A N/A
T1 Timeouts 0 0 N/A N/A
T2 Timeouts 0 0 N/A N/A
T3 Timeouts 0 0 N/A N/A
T4 Timeouts 0 0 N/A N/A

Network Log

 

First Time Last Time Priority Error Number Description
26/08/2016 02:28:51 26/08/2016 02:28:51 Critical (3) 82000700 Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2016 13:43:24 25/08/2016 13:43:24 Critical (3) 82000500 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2016 20:25:36 13/08/2016 20:25:36 Critical (3) 2436694080 TOD resynchronisation failure
13/08/2016 20:25:36 13/08/2016 20:25:36 Critical (3) 2436694077 TOD server unavailable
13/08/2016 20:25:36 13/08/2016 20:25:36 Error (4) 68000403 ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2016 04:18:39 30/08/2016 04:18:39 Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2016 04:06:58 22/08/2016 04:06:58 Critical (3) 84000400 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2016 04:41:59 03/09/2016 04:41:59 Critical (3) 2436694078 TOD established
04/08/2016 16:35:58 04/08/2016 16:35:58 Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2016 16:35:19 04/08/2016 16:35:19 Warning (5) 2436694061 Dynamic Range Window violation


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Message 2 of 12 (4,259 Views)
Helpful Answer
confirmed by Benjamyn18
‎04-10-2016 13:41

Re: Slow internet speed - ready to leave if not fixed

Downstream power levels are too low, upstream is too high. Phone in, forum staff are taking up to 2 weeks to reply.

See where this Helpful Answer was posted


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Message 2 of 12 (4,260 Views)
Helpful Answer
confirmed by Benjamyn18
‎04-10-2016 13:41

Re: Slow internet speed - ready to leave if not fixed

Downstream power levels are too low, upstream is too high. Phone in, forum staff are taking up to 2 weeks to reply.

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Message 3 of 12 (1,543 Views)

Re: Slow internet speed - ready to leave if not fixed

[ Edited ]

We are having the same problems - unbearably slow and has been for a long time... 

Feel very frustrated, annoyed and disappointed


Benjamyn18 wrote:

Hi there,

This seems to be a consistent issue with Virgin Media. My internet speed as consistently slow for more than a month (maybe more now). By the looks of things with the forum, internet speed is a consistent issue. Also, customer service is atrocious. I'm already paying a premium compared to other broadband so will leave if the speed isn't fixed and continues

I have followed the instructions below and have posted the results. Would anyone mind looking?

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.

Downstream

DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 274750000 Hz 266750000 Hz 282750000 Hz 290750000 Hz 298750000 Hz 306750000 Hz 314750000 Hz 322750000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 4 3 5 6 7 8 9 10
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
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) -6.5 dBmV -6.5 dBmV -6.5 dBmV -6.6 dBmV -5.6 dBmV -5.8 dBmV -6.3 dBmV -6.5 dBmV
RxMER (dB) 39.0 dB 38.6 dB 39.0 dB 39.8 dB 39.5 dB 39.9 dB 39.9 dB 39.9 dB

Upstream

US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 N/A N/A
Channel ID 2 1 N/A N/A
Frequency (Hz) 39400000 Hz 46200000 Hz N/A N/A
Ranging Status Success Success N/A N/A
Modulation QAM16 QAM16 N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 128 128 N/A N/A
Power Level (dBmV) 54.8 dBmV 55.0 dBmV N/A N/A
T1 Timeouts 0 0 N/A N/A
T2 Timeouts 0 0 N/A N/A
T3 Timeouts 0 0 N/A N/A
T4 Timeouts 0 0 N/A N/A

Network Log

 

First Time Last Time Priority Error Number Description
26/08/2016 02:28:51 26/08/2016 02:28:51 Critical (3) 82000700 Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2016 13:43:24 25/08/2016 13:43:24 Critical (3) 82000500 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2016 20:25:36 13/08/2016 20:25:36 Critical (3) 2436694080 TOD resynchronisation failure
13/08/2016 20:25:36 13/08/2016 20:25:36 Critical (3) 2436694077 TOD server unavailable
13/08/2016 20:25:36 13/08/2016 20:25:36 Error (4) 68000403 ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2016 04:18:39 30/08/2016 04:18:39 Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/08/2016 04:06:58 22/08/2016 04:06:58 Critical (3) 84000400 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2016 04:41:59 03/09/2016 04:41:59 Critical (3) 2436694078 TOD established
04/08/2016 16:35:58 04/08/2016 16:35:58 Critical (3) 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2016 16:35:19 04/08/2016 16:35:19 Warning (5) 2436694061 Dynamic Range Window violation



.

I'd copied our scores below -hope this will be productive. 

Download :

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

Frequency (Hz) 299000000 267000000 275000000 283000000 291000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 7 3 4 5 6 8 9 10
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) 0.50 0.40 0.31 0.36 0.33 0.43 0.45 0.44
RxMER (dB) 37.94 37.94 37.64 37.64 37.94 37.94 37.94 37.94
Pre RS Errors 73339 58629 12030 20277 858 682 853 492
Post RS Errors 299 299 290 283 291 300 317 290

 

Upstream   US-1 US-2 US-3 US-4

Channel Type 2.0 N/A N/A 2.0
Channel ID 38 N/A N/A 37
Frequency (Hz) 39400000 N/A N/A 46200000
Ranging Status Success Other Other Success
Modulation 16QAM N/A N/A 16QAM
Symbol Rate (Sym/sec) 5120000 N/A N/A 5120000
Mini-Slot Size 4 N/A N/A 4
Power Level (dBmV) 52.50 N/A N/A 52.50
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

 

Network Log

First Time Last Time Priority Error Number Description
04/10/2016 11:13:57 GMT 04/10/2016 11:13:57 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
30/09/2016 07:31:48 GMT 30/09/2016 07:31:48 GMT Error (4) 68010302 DHCP WAN IP - ********
30/09/2016 07:30:46 GMT 30/09/2016 07:30:46 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
30/09/2016 05:32:54 GMT 30/09/2016 05:32:54 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
29/09/2016 16:49:46 GMT 29/09/2016 16:49:46 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
28/09/2016 23:11:46 GMT 28/09/2016 23:11:46 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/09/2016 23:11:45 GMT 28/09/2016 23:11:45 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/09/2016 23:11:43 GMT 28/09/2016 23:11:43 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/09/2016 23:11:42 GMT 28/09/2016 23:11:42 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/09/2016 23:11:41 GMT 28/09/2016 23:11:41 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/09/2016 23:11:39 GMT 28/09/2016 23:11:39 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/09/2016 23:11:38 GMT 28/09/2016 23:11:38 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
27/09/2016 20:59:41 GMT 27/09/2016 20:59:41 GMT Error (4) 68000407 TOD established
27/09/2016 20:30:53 GMT 27/09/2016 20:30:53 GMT Error (4) 68000410 TOD resynchronisation failure
25/09/2016 19:34:31 GMT 25/09/2016 19:34:31 GMT Error (4) 68010302 DHCP WAN IP - **********
25/09/2016 19:33:29 GMT 25/09/2016 19:33:29 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
25/09/2016 17:43:34 GMT 25/09/2016 17:43:34 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
21/09/2016 23:07:11 GMT 21/09/2016 23:07:11 GMT Error (4) 68000407 TOD established

 

 

 

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Message 4 of 12 (1,517 Views)

Re: Slow internet speed - ready to leave if not fixed

[ Edited ]

+1

Downstream Channel Status Receiver # Channel ID Lock Status Frequency Modulation Symbol Rate SNR Power

17Locked482000000256 QAM695200037.936 dB7.37 dBmV
28Locked490000000256 QAM695200038.258 dB7.65 dBmV
39Locked498000000256 QAM695200038.605 dB7.86 dBmV
410Locked506000000256 QAM695200038.258 dB7.76 dBmV
53Locked250000000256 QAM695200037.356 dB4.52 dBmV
64Locked258000000256 QAM695200037.936 dB4.63 dBmV
75Locked266000000256 QAM695200038.258 dB4.89 dBmV
86Locked274000000256 QAM695200038.258 dB5.10 dBmV

 

Upstream Channel Status Transmitter # Channel ID Lock Status Frequency Modulation Symbol Rate Channel Type Power

18Locked6080000064QAM5120000ATDMA45.00 dBmV
26Locked4400000064QAM5120000ATDMA45.50 dBmV
37Locked5340000064QAM5120000ATDMA45.75 dBmV
45Locked3600000064QAM5120000ATDMA45.25 dBmV

 

speedtestspeedtest

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Message 5 of 12 (1,134 Views)

Re: Slow internet speed - ready to leave if not fixed

Welcome to the home of super fast broadband lol
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Message 6 of 12 (1,046 Views)

Re: Slow internet speed - ready to leave if not fixed

I pay for 100mbps I've just done a speed test and I got 0.72mbps download and 0.85 upload. Welcome to virgin media!!!!!!
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Message 7 of 12 (959 Views)

Re: Slow internet speed - ready to leave if not fixed

Heres Mine

1 298750000 2.2 38.9 256 qam 9
2 322750000 2.7 38.6 256 qam 12
3 314750000 2.5 38.6 256 qam 11
4 306750000 2 38.6 256 qam 10
5 290750000 2 38.6 256 qam 8
6 282750000 1.7 38.6 256 qam 7
7 274750000 0.9 38.6 256 qam 6
8 266750000 0.7 38.6 256 qam 5
9 258750000 0.5 38.6 256 qam 4
10 250750000 0.5 38.9 256 qam 3
11 242750000 0.5 38.6 256 qam 2
12 234750000 0.7 38.6 256 qam 1

 


Channel ID

Frequency(Hz)

Modulation

Power  (dBmV)

Mode

Channel Bandwidth(Hz)

Symbol Rate (ksps)


2 39400000 ATDMA 45 16 qam 6400000 5120
1 46200000 ATDMA 44.8 16 qam 6400000 5120

 


2016-09-30 20:27:37.00 2417164308 Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;
1970-01-01 00:01:22.00 84020300 MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:22.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-09-30 20:37:53.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:32.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:32.00 84020300 MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:46.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-10-04 17:39:09.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

 

 

 


 

 

 

 

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Message 8 of 12 (384 Views)

Re: Slow internet speed - ready to leave if not fixed

Hi Benjamyn18

 

Thanks for posting and a warm welcome to the community.

 

My apologies that you are experiencing slow broadband speeds.

 

As HiVMBye mentioned the downstream power levels are too low and the upstream is too high. For this I can arrange an engineer appointment for you. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please. Once you have replied I can go ahead with the appointment.

 

There is also a high peak time traffic fault in your area which is causing slow speeds. The reference number is F003918172 and with a review date of 30th November.

 

Hope to hear from you soon

Sam


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Message 9 of 12 (337 Views)

Re: Slow internet speed - ready to leave if not fixed

Sam - what about the rest of us?

Are we going to get an engineer r someone to address our issues?

I looked for a private message about this issue & my complaint but hadn't nothing. The service has been very poor, especially in the evening for about a year!

Fed up.

Megan.
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Message 10 of 12 (327 Views)

Re: Slow internet speed - ready to leave if not fixed

Hi

I am also experiencing a similar problem, 10:30 pm and i am lucky to be get 1mb download, paying for 100mb.This started about 4 days ago when I cancelled the TV service and it has been persistent ever since.

This isn't the first time this has happened to me and from what i am told it is the same problem as last time, over utilization of the network in my area.

Offering to reduce the cost of the broadband by paying a regular compensation is not the answer all it does is anger the customer over time, maybe its time you stopped thinking about maximizing your income and start concentrating on offering customers the service or something close to what they are paying for.

I have been a VM\NTL\Nynex customer for a very long time, and if it is not resolved to my satisfaction soon you will lose another customer permanently.

Maybe its time to involve watchdog as you are nothing more than a bunch of charlatans.