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cjdshaw
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Very slow broadband in area 15

I'm in North West London, area 15, on 200Mbps broadband. It's usually very reliable but this evening I was getting 500ms+ pings and a downspeed of 2Mbps. Upspeed is fine at 12Mbps, but down is very consistently 2Mbps, even after router reboots etc. LAN speed is fine, and I checked pings with the router's UI tool too, so the problem is definitely on the Virgin side.

I just spent a while on the phone to support who had me reboot, disconnect wifi AP etc, then said there was high network load, which was why my speed was low. I responded that 1% of max speed seemed very low, and he suddenly switched to saying there was ongoing maintenance, despite there being nothing on the service status page. Can anyone from Virgin clarify?

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cjdshaw
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Re: Very slow broadband in area 15

It's better today - varying between 15-40Mbps. When I've been used to a very reliable 180-200 though, it's rather disappointing.

I should have mentioned, I'm on a Superhub AC

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cjdshaw
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Re: Very slow broadband in area 15

Last night it was down to 1-2Mbps. It seems to be worst around midnight before I go to bed. Is it feasible that it's cold-related?

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

Frequency (Hz)283000000267000000275000000291000000299000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID135133134136137138139140
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)1.801.921.941.881.662.022.432.48
RxMER (dB)37.9436.8437.3637.9437.9437.9437.9437.94
Pre RS Errors1837592840000
Post RS Errors00000000

 

Upstream   US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A23
Frequency (Hz)N/AN/A3940000032600000
Ranging StatusOtherOtherSuccessSuccess
ModulationN/AN/A64QAM64QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A44
Power Level (dBmV)N/AN/A49.2547.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

I've been rebooting the hub a few times to try to fix the issue. Hence this:

Network Log

First TimeLast TimePriorityError NumberDescription
30/11/2016 10:37:03 GMT30/11/2016 10:37:03 GMTError (4)68010302DHCP WAN IP - <xx.xx.xx.xx>
30/11/2016 10:36:08 GMT30/11/2016 10:36:08 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
30/11/2016 10:34:26 GMT30/11/2016 10:34:26 GMTWarning (5)66050310Auth Success - Web login successful.
29/11/2016 23:34:31 GMT29/11/2016 23:34:31 GMTError (4)68010302DHCP WAN IP -<xx.xx.xx.xx>
29/11/2016 23:33:27 GMT29/11/2016 23:33:27 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
29/11/2016 23:30:19 GMT29/11/2016 23:30:19 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
29/11/2016 23:28:48 GMT29/11/2016 23:28:48 GMTWarning (5)66050310Auth Success - Web login successful.
29/11/2016 21:11:00 GMT29/11/2016 21:11:00 GMTError (4)68010302DHCP WAN IP -<xx.xx.xx.xx>
29/11/2016 21:09:56 GMT29/11/2016 21:09:56 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
29/11/2016 21:08:10 GMT29/11/2016 21:08:10 GMTWarning (5)66050310Auth Success - Web login successful.
29/11/2016 20:03:06 GMT29/11/2016 20:03:06 GMTWarning (5)66050310Auth Success - Web login successful.
29/11/2016 20:02:56 GMT29/11/2016 20:02:56 GMTError (4)68010302DHCP WAN IP -<xx.xx.xx.xx>
29/11/2016 20:02:02 GMT29/11/2016 20:02:02 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
29/11/2016 19:59:24 GMT29/11/2016 19:59:24 GMTWarning (5)66050310Auth Success - Web login successful.
29/11/2016 19:58:47 GMT29/11/2016 19:58:47 GMTWarning (5)66050310Auth Success - Web login successful.
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Forum Team
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Message 4 of 7
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Re: Very slow broadband in area 15

Hiya cjdshaw,

 

Thanks for posting on the community.

 

My apologies that you are experiencing slow broadband speeds.

 

I've managed to locate your account and there is a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004741956 and with a review date of 8th February 2017.

 

As this will impact your connection during peak hours, do you only notice these speeds during this time?

 

Hope to hear from you soon

Sam


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cjdshaw
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Re: Very slow broadband in area 15

It's actually been OK this week. I'll report back if it gets worse again

Thanks

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cjdshaw
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Re: Very slow broadband in area 15

This problem seems to have come back. It went down about 9pm yesterday, and today I'm getting 1.5Mbps down, but full 12Mbps up. I called support and was told there was a fault - code F005751000 - but when I check the service status page, it says "No known issues"

Annoyingly, if I click "Run test", "Go Ahead", it takes me to https://my.virginmedia.com/faults/perform-diagnosis with a "We're sorry this isn't the page you wanted" error

Screen Shot 2017-11-11 at 12.29.26.png

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Re: Very slow broadband in area 15

Hi Cjdshaw,

Sorry to hear the problems have returned. I've just run a few tests on your connection from here and can see the fault you were quoted is now closed so hopefully your speeds are back to normal too? 

If not let us know and we'll run further checks to see what could be causing this.

Thanks


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