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danny8oy
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Slowest Speed Ever Area 4 (WV7)

I joined VM in October this year coming over from Sky and to be honest I wish I hadn't.  I signed up for the VIVID 100 and would suggest it gets renamed to LIFELESS 1.5, as that is the average speed I receive every evening from around 4pm until midnight. The rest of the time it would be UNDRAMATIC 6-20mb!

From what I can gather from several tech support calls with our friends offshore, my equipment is fine and I'm on a decent channel with no interference from the neighbours.  Service status is always 'green' yet offshore tell me there is a F code (F003839144) that has been going on for quite some time and will be resolved on 16th Nov, at which point I'll get my full throttle 100mb; that obviously hasn't happened. From reading these forums would I be right in thinking a F code is over utilisation, over subscribed, call it what you will?

If this is the case, what really grips me is that VM sold me this product knowing there was a problem with this service and I could never reach the advertised speeds. Hell, I'd just like to reach 50% of the speed for starters, but as it stands I'm on 1.5%. That, in my opinion, is daylight robbery.

Of course I may be totally wrong and those kind chaps at offshore are just trying to placate me with a standard script, so for all the techno wizards out there I'll try to publish some router stats and figures below.

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 299000000 4 34.9 256 qam 47
2 323000000 4.4 35 256 qam 50
3 315000000 4.8 35 256 qam 49
4 307000000 4.5 35 256 qam 48
5 291000000 4.5 35 256 qam 46
6 283000000 4.4 35 256 qam 45
7 275000000 4.9 35 256 qam 44
8 267000000 4.9 35.5 256 qam 43
9 259000000 4.4 35 256 qam 42
10 251000000 5 35.5 256 qam 41
11 243000000 5.3 35.5 256 qam 40
12 235000000 5 34.9 256 qam 39

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
33 46200000 ATDMA 42.5 16 qam 6400000 5120
35 32600000 ATDMA 42.5 16 qam 6400000 5120

Operational Configuration
General Configuration Value
Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
V3c1310bb03cca99.cm


Primary Downstream Service Flow
SFID 11153
Max Traffic Rate 110100000


Primary Upstream Service Flow
SFID 2228
Max Traffic Rate 6400000

Also, in case anyone asks, I've carried out speed tests using wifi and wired connections with little to no difference in results.

http://www.thinkbroadband.com/ping/share/91eec209a0299d74fe0c53c312c3dbce-20-11-2016.html

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Forum Team (Retired) Adam_L
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Re: Slowest Speed Ever Area 4 (WV7)

Hi danny8oy, 

Thanks for getting in touch to let us know about your slow speeds issues, I apologise for any inconvenience caused.

I have tested things from here and I can see that there are 2 issues currently affecting your connection, the first is that your Hubs logs show a very high number of T3 and T4 time outs inside the Hubs logs across your upstream channels. 

I would need to arrange for an engineer to investigate things further for you in order to get this resolved, 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 all booked and secured for you.

The second issue affecting your connection is that your area cable seems to be suffering some load issues especially during the peak hours, we're planning to undertake some upgrades to parts of our external network in your area in order to combat this.

The upgrades will be to improve bandwidth and performance during the peak times. The reference number for this is F003839144 and is currently scheduled to be reviewed around the middle of February, should you require any updates on this just post back here a little closer to the date and we'll gladly take a look and help out for you.

One of my colleagues will be in touch with some more information, thanks for your patience.

Take care, 

Thanks, 

Adam.


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danny8oy
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Re: Slowest Speed Ever Area 4 (WV7)

 


Adam_L wrote:

Hi danny8oy, 

 

I would need to arrange for an engineer to investigate things further for you in order to get this resolved, 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 all booked and secured for you.

The second issue affecting your connection is that your area cable seems to be suffering some load issues especially during the peak hours, we're planning to undertake some upgrades to parts of our external network in your area in order to combat this.

The upgrades will be to improve bandwidth and performance during the peak times. The reference number for this is F003839144 and is currently scheduled to be reviewed around the middle of February, should you require any updates on this just post back here a little closer to the date and we'll gladly take a look and help out for you.

One of my colleagues will be in touch with some more information, thanks for your patience.

Take care, 

Thanks, 

Adam.


 

So, I've answered the PM ref the engineer visit nearly 6 days ago and heard absolutely nothing back about an appointment. Meanwhile, new speed records are being broken as I type and I'm currently getting a massive 0.38 Mbps down and 0.45 Mbps up. This connection is so slow that, if I press the 'post' button now for this message it may well appear on the forum well after the next review date for F003839144 in Feb 17 as its taken soooooooo long to upload.Come on VM, sort your act out. You (as a company) should be embarrassed that your speeds are constantly 10 times slower than a 3G network.

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