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Crunchie07
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Slow speed on SuperFibre 50 Area 20 London SE20

Hi, I'm consistently at all times of the day only achieving around 4Mbps from my Super Hub 3.0 on the SuperFibre 50 package.  This has been the case for almost 2 months now having performed all the usual troubleshooting methods and checks.

It's South East London SE20 Area 20.

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Superuser
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Re: Slow speed on SuperFibre 50 Area 20 London SE20

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.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) 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, don't worry about the formatting or you can post screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP in the log to protect your privacy.

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 (can take 7-10 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 Smiley Happy If my answer solves your problem 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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Forum Team
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Re: Slow speed on SuperFibre 50 Area 20 London SE20

Hey there Crunchie07,

 

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

 

Sorry to read that you're experiencing slow speeds, I know this is frustrating.

 

Are you using a wireless or a hard-wired connection when you perform a speed test? If you've previously been testing via the wireless, would you please test again with an Ethernet cable connected, if you don't have one, just let me know and I'll get one sent out to you.

 

Please get back to us so we can continue to investigate.

Take care.

Heather_J

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


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Crunchie07
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Re: Slow speed on SuperFibre 50 Area 20 London SE20

Hi, that's with wired or wireless connection, occasionally with a wired connection it might creep up to 6 Mbps but very occasionally.  

Have tested on a variety of devices via ethernet cable and with various ethernet cables, as well as testing wirelessly with even more devices, all of which were able to attain closing in on 100 Mbps at previous property on Virgin's 100 Mbps plan.

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Crunchie07
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Re: Slow speed on SuperFibre 50 Area 20 London SE20

Downstream bonded channels Channel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID
1306750000-11.734.3256 qam82
2282750000-1134.9256 qam79
3266750000-3.938.9256 qam77
4258750000-1.938.6256 qam76
5242750000140.3256 qam74
62347500001.740.9256 qam73
7322750000-5.238.6256 qam84
8314750000-7.437.3256 qam83
9298750000-18.826.8256 qam81
10290750000-19.227.4256 qam80
11274750000-6.737.3256 qam78
12250750000-0.538.9256 qam75

 

 

Upstream bonded channels Channel ID Frequency(Hz) Modulation Power(dBmV) Mode Channel Bandwidth(Hz) Symbol Rate (ksps)
453700000ATDMA37.864 qam64000005120
327400000ATDMA33.864 qam64000005120

 

 

Network Log Date And Time Error Number Event Description
2016-12-16 17:40:14.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-16 17:40:18.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 06:53:52.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 06:54:27.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 08:53:54.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 08:54:00.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 13:30:42.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 13:30:42.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 16:49:08.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 16:49:19.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 18:28:20.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 18:28:32.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 19:17:56.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 19:17:58.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 19:42:44.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 19:42:45.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 19:55:08.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 19:55:17.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 20:01:21.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2016-12-17 20:01:25.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Superuser
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Re: Slow speed on SuperFibre 50 Area 20 London SE20

Your downstream power slope is completely borked.

You will need to contact VM for resolution, either by waiting here for 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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Forum Team
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Re: Slow speed on SuperFibre 50 Area 20 London SE20

Hello Crunchie07

 

Sorry you are having problems with speed, there seems to be a couple of issues affecting your connection. The first as griffin mentioned is that the downstream power levels and SNR are not looking too good, I will send you a forum private message to arrange an engineer appointment to get this investigated, please reply when you have a moment.

 

Secondly I notice that the area peak time traffic is just exceeding our usage threshold so I have raised a case to our planning team ref F004969087. Currently the review date is showing 04 JAN 2017 but once we have had a chance to assess the work involved that will most likely change. One of the forum team will be in contact in the next week to discuss further.

 

Thank you, speak soon.

Nicola

Virgin Media Forum Team
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