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SoleAngelus
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Message 1 of 9
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Very slow download speed - Could VM advise please?

Hi there,

I am paying for the VIVA 150 service for broadband and I am repeatedly getting very slow, practically unusable download speeds. Examples below from this evening :

http://www.speedtest.net/my-result/5994851518

http://www.speedtest.net/my-result/5994866064

I cant see there are and issues in my area and I think my equipment is fine, but I would like a second opinion from VM's side. Any chance somebody could talk a look and advise please?

Kind Regards,
Dan

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SoleAngelus
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Message 2 of 9
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Re: Very slow download speed - Could VM advise please?

Haven't had a reply as, or any contact from VM yet and still having issues. This has been going on for 5 days now.

This is the latest speedtest : http://www.speedtest.net/my-result/5997623868

Seems to be getting worse each day. I'm requesting again that somebody from VM take a look at this,

Thanks,

Dan

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SoleAngelus
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Re: Very slow download speed - Could VM advise please?

 

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 17 13 14 15 16 18 19 20
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) 1.39 0.57 0.62 0.54 0.91 1.64 1.69 2.04
RxMER (dB) 35.97 35.42 35.42 35.25 35.97 36.17 36.17 36.39
Pre RS Errors 1505 7862 1988 2552 369 911 1055 319
Post RS Errors 300 297 1036 1020 285 881 976 303

 

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 5 6
Frequency (Hz) N/A N/A 46200000 39400000
Ranging Status Other N/A Success Success
Modulation N/A N/A 64QAM 64QAM
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 43.54
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

 

Network Log

First Time Last Time Priority Error Number Description
25/01/2017 21:00:07 GMT 25/01/2017 21:00:07 GMT Warning (5) 66050310 Auth Success - Web login successful.
24/01/2017 21:20:49 GMT 24/01/2017 21:20:49 GMT Error (4) 68010302 DHCP WAN IP - ******
24/01/2017 21:19:34 GMT 24/01/2017 21:19:34 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
24/01/2017 20:13:56 GMT 24/01/2017 20:13:56 GMT Error (4) 68010302 DHCP WAN IP - **********
24/01/2017 20:12:48 GMT 24/01/2017 20:12:48 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
24/01/2017 20:11:09 GMT 24/01/2017 20:11:09 GMT Warning (5) 66050310 Auth Success - Web login successful.
24/01/2017 17:56:00 GMT 24/01/2017 17:56:00 GMT Notice (6) 68010600 DHCP Renew - lease parameters tftp file-******** modified
24/01/2017 17:56:00 GMT 24/01/2017 17:56:00 GMT Error (4) 68010400 DHCP REBIND WARNING - Field invalid in response
24/01/2017 17:55:54 GMT 24/01/2017 17:55:54 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/01/2017 17:55:53 GMT 24/01/2017 17:55:53 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/01/2017 17:55:52 GMT 24/01/2017 17:55:52 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4
24/01/2017 17:55:47 GMT 24/01/2017 17:55:47 GMT Error (4) 68010100 DHCP RENEW sent - No response for IPv4

 

 

 

 

[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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SoleAngelus
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Message 4 of 9
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Re: Very slow download speed - Could VM advise please?

Thanks to the Mod for editing my previous post.

Here is the latest speed test result : http://www.speedtest.net/my-result/6000892578

And here is a 24 latency / packet loss graph :

Capture.PNG

 

 

 

 

 

 

I would like a response from somebody at VM as telephoning support seem futile. Nobody even attempts to diagnose this, not even going through the motions for what I am assuming an over utilisation issue. With my last call to support we spent more time on the phone going through DPA than we talked about this issue before I was asked to call the automated service status the next day (26/01/2017) to get an update.

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SoleAngelus
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Message 5 of 9
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Re: Very slow download speed - Could VM advise please?

Just updating this for the record and in the hope someone at VM will take a look now formal complaints proceedings have started.

Latest speed test : http://www.speedtest.net/my-result/6007413657

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fergiet
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Message 6 of 9
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Re: Very slow download speed - Could VM advise please?

Good luck getting it fixed or getting a reply.

Had the same issue since last summer !  EH14 Edinburgh.

Raised it as a formal complaint by phone and by writting to their complaints department. Getting a small discount but would rather have it fixed as I pay for 200mps.

Last year the fix date I was given was November, now I am told it will be 5th April 2017.

Reading the posts on here it seems to be a huge issue for Virgin and I wish they would come clean and tell everyone what they are doing to fix it.

My results  http://beta.speedtest.net/results?sh=8bd5efb8f4c646a81edf79f9091fa8bf

 

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SoleAngelus
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Message 7 of 9
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Re: Very slow download speed - Could VM advise please?

Thanks @fergiet for commenting although it doesn't give me much hope Smiley Indifferent

Obviously still ongoing today : http://www.speedtest.net/my-result/6014008643 and still nothing from VM for the record.

 

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Forum Team
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Message 8 of 9
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Re: Very slow download speed - Could VM advise please?

Hi SoleAngelus,

 

Welcome to the Community!

 

Really sorry to hear you're having trouble with your connection.

 

I've run a diagnostic on your account and I can see an issue with your channel SNR that will need to be adjusted by a technician. I've sent you a private message (purple envelope at the top right of your screen) so I can arrange an appointment.

 

Speak soon Smiley Very Happy

 

Josh


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


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Forum Team
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Message 9 of 9
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Re: Very slow download speed - Could VM advise please?

Hi SoleAngelus,

 

Thanks for coming back and letting us know things are resolved now via private message.

 

If you have any further issues you know where to find us. Just pop a post back here and one of the team will investigate Smiley Happy 

 

In the meantime, don't be a stranger around the Community! Feel free to browse through the Boards and jump into a thread if you have any advice or tips that may be of use to others.

 

Take care. 

Kath_F
Forum Team

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



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