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rachelsavery
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Unbelievably slow internet speed

Have been having trouble with devices being really slow etc, so decided to do a speed test (never done one before).  I'm on the fibre50 (so up to 50mps)

The lowest download speed has been 1.64mps ( time 21:24)  even though I still only got 1.99mps (time 23:00, so out of peak time)

Surely this is way to low to even be worth it.  I have done all the checks, reboots, moving of router etc, but it doesn't change.

Apart from leaving Virgin to find a better provider, what can I do ?  I cannot continue to have this speed, it makes using the internet unbearable.

 

 

 

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Message 7 of 11
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Re: Unbelievably slow internet speed

Hey rachelsavery,

 

Thanks for posting and a big welcome to the community Smiley Happy

 

Sorry to hear about the slow speeds you're experiencing, I know this can be irritating.

 

I've checked your connection and I can see that we're currently working on a fault in your area under ref: F004388244 which is due for review on the 5th April. This fault is known for reducing speeds during peak time hours.

 

Please accept my apologies for this and let me know if you have any other questions.

 

Take care.

Heather_J

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


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Superuser
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Message 2 of 11
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Re: Unbelievably slow internet speed

So we can help us to help you, can you

Go to your Superhub Log in screen

Do NOT log in.

Little button top right.....


Can you post Upstream, Downstream and Network logs.



Screen caps are nice, C&P will do- Don't stress about formatting if you C&P. Someone will get a look and see if there's anything obvious amiss.


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rachelsavery
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Re: Unbelievably slow internet speed

Downstream   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 65 61 62 63 64 66 67 68
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) -6.74 -4.71 -4.84 -5.69 -6.40 -6.65 -6.61 -5.94
RxMER (dB) 34.35 34.63 34.77 34.63 34.63 34.63 34.35 34.63
Pre RS Errors 454 344 408 445 409 422 554 377
Post RS Errors 310 286 385 338 334 345 375 322

 

Upstream   US-1 US-2 US-3 US-4

Channel Type N/A N/A 2.0 2.0
Channel ID N/A N/A 1 3
Frequency (Hz) N/A N/A 46200000 32600000
Ranging Status Other Other Success Success
Modulation N/A N/A 16QAM 16QAM
Symbol Rate (Sym/sec) N/A N/A 5120000 5120000
Mini-Slot Size N/A N/A 4 4
Power Level (dBmV) N/A N/A 42.75 39.75
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
31/12/2016 01:48:08 GMT 31/12/2016 01:48:08 GMT Warning (5) 66050310 Auth Success - Web login successful.
31/12/2016 01:45:17 GMT 31/12/2016 01:45:17 GMT Error (4) 68010302 DHCP WAN IP - #######
31/12/2016 01:44:25 GMT 31/12/2016 01:44:25 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
31/12/2016 01:37:09 GMT 31/12/2016 01:37:09 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
31/12/2016 01:26:57 GMT 31/12/2016 01:26:57 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
31/12/2016 01:21:36 GMT 31/12/2016 01:21:36 GMT Warning (5) 66050310 Auth Success - Web login successful.
30/12/2016 22:14:28 GMT 30/12/2016 22:14:28 GMT Error (4) 68010302 DHCP WAN IP - ########
30/12/2016 22:13:37 GMT 30/12/2016 22:13:37 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
29/12/2016 23:03:50 GMT 29/12/2016 23:03:50 GMT Error (4) 68010302 DHCP WAN IP -#########
29/12/2016 23:02:59 GMT 29/12/2016 23:02:59 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
28/12/2016 23:40:07 GMT 28/12/2016 23:40:07 GMT Error (4) 68010302 DHCP WAN IP - ########
28/12/2016 23:39:15 GMT 28/12/2016 23:39:15 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
26/12/2016 07:24:20 GMT 26/12/2016 07:24:20 GMT Error (4) 68010302 DHCP WAN IP - ############
26/12/2016 07:23:48 GMT 26/12/2016 07:23:48 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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Superuser
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Message 4 of 11
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Re: Unbelievably slow internet speed

Power levels and SNR are borderline but in spec. As your post RS counts arent rising, seems your HUB is coping okay..

Set up a BQM

 

HERE

 

Run it for say 24 hrs, and post the result.

 

Dont forget youll need to make sure your super hub is configured to reply to ICMP echo requests...

 

BQM.jpg

 

 


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SiKi
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Message 5 of 11
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Re: Unbelievably slow internet speed

Sadly Virgin's peak time SLOW DOWN in over subscribed areas is 

Monday to Friday 4pm - 0130am

Saturday to Sunday 10am - 0130am

Weekday 

 

 [MOD EDIT: Inappropriate Images removed (Contains IP address), please review the Forum Guidelines]

 

 

 

 

Weekend

 

 

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SiKi
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Message 6 of 11
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Re: Unbelievably slow internet speed

oops missed the ip

Weekday

BQM Weekday.png

 

 

 

 

 

Weekend

BQM Saturday.png

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Message 7 of 11
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Re: Unbelievably slow internet speed

Hey rachelsavery,

 

Thanks for posting and a big welcome to the community Smiley Happy

 

Sorry to hear about the slow speeds you're experiencing, I know this can be irritating.

 

I've checked your connection and I can see that we're currently working on a fault in your area under ref: F004388244 which is due for review on the 5th April. This fault is known for reducing speeds during peak time hours.

 

Please accept my apologies for this and let me know if you have any other questions.

 

Take care.

Heather_J

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


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johnhorton79
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Message 8 of 11
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Re: Unbelievably slow internet speed

I am in the same area with the same issue, can you please advise what "due for review" means and if there is work ongoing to solve the issue, (are engineers working on this) as this has been going on since July last year

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rachelsavery
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Message 9 of 11
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Re: Unbelievably slow internet speed

Hi John, have spoken to virgin, they are aware and have engineers working on this at this very time. Their completion deadline is 5th April at the latest, there is a clause in my contract to say that if it isn't fixed by then I can leave at anytime, check yours. I am also now getting a discount of £7.50 per month until the issue is fixed. When it is fixed we should be getting what we pay for, so if you have 100mps, that's what you will get. Hope this helps.
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tonclass
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Message 10 of 11
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Re: Unbelievably slow internet speed

Hi,

I'm also getting really slow speeds. Test showed I was getting 1.84 Mbps download & 11 Mbps upload. I should be getting at least 150 Mbps download speed.

I'm in Area 31. Didn't get a satisfactory answer from ringing 150.

Regards

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