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jp-davies
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Message 1 of 16
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Vivid100 running slow - Area 20

I've recently upgraded my account from the SuperFibre 50Mbps to the Vivid100 and was also sent a new SuperHub 3. I know during the day to expect a bit of a speed drop but my speeds are similar, if not slower than when I had the 50Mbps. I regularly get from 4Mbps up to 16Mbps (if I'm really lucky), throughout the day and early hours I get between 40-50Mbps. I've tried speeds on WiFi & LAN and both with the same results. Any ideas?

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Palazzo
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Message 2 of 16
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Re: Vivid100 running slow - Area 20

Hi,

Also Area 20, on Vivid 200.

Just posting that I'm getting similar results - very late or early AM 100Mbps+, but 5-15Mbps durng the day and into the evenings.

Using SuperHub 2 as a modem.

So just looks like contention? I've had this performance driop off for some months now - my stats suggest it started falling off sometime in October last year.

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Superuser
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Message 3 of 16
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Re: Vivid100 running slow - Area 20

Some hub stats might help diagnose the issue. 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. If you have never logged into the Hub 3 GUI before then you will need to login.  If you have logged in previously then you shouldn't need to login. Look for and click on Router Status which should be a text link at the bottom of the screen. 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 or MAC address 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.

While in the hub GUI you could also check that your hub has picked up the new 100Mbs config. Look for Operation Configuration then look for Primary Downstream Service Flow. Under that heading the value for Max Traffic Rate should be 110000000 bps if your hub is correctly configured for 100Mbs.

______________________
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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Superuser
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Message 4 of 16
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Re: Vivid100 running slow - Area 20

@Palazzo Area 20 is a billing code usually associated with the old cable company that originally installed cable in your street rather than a specific geographical area. Some area codes cover vast parts of the country (e.g 01 is most of north west England) and not everybody in area 20 is connected to the same segment of the network, so having the same area code does not necessarily mean the same issues.

Contention/utilisation issues don't normally impact day time speeds, only peak time speeds between approximately 4pm and 11pm on weekdays and all weekend.  My advice would be to create your own thread and post some hub stats on that thread or wait for the staff to check your segment of the network for high traffic at peak times or any other issues.

______________________
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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jp-davies
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Message 5 of 16
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Re: Vivid100 running slow - Area 20

Downstream bonded channels Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID

12347500002.738.6256 qam73
22427500002.738.9256 qam74
3250750000338.9256 qam75
42587500003.238.9256 qam76
52667500003.238.9256 qam77
6274750000338.6256 qam78
72827500003.738.6256 qam79
82907500003.738.6256 qam80
93067500004.138.9256 qam82
103147500004.138.9256 qam83
113227500004.438.6256 qam84
122987500003.938.6256 qam

81

 

Upstream bonded channels Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

2260300000ATDMA5064 qam64000005120
2025800000ATDMA5064 qam64000005120

 

Network Log Date And Time Error Number Event Description

2017-02-01 18:58:38.0082000200No Ranging Response received - T3 time-out;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-29 13:22:27.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-28 08:45:08.0082000200No Ranging Response received - T3 time-out;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 17:52:28.0068010400DHCP REBIND WARNING - Field invalid in response;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 17:26:28.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:49:05.0069011200SW download Successful - Via Config file
2017-01-24 15:39:56.0069010200SW Download INIT - Via Config file
2017-01-24 15:39:35.0082000200No Ranging Response received - T3 time-out;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:38:44.0084020300MDD message timeout;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:38:43.0084020200Lost MDD Timeout;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:38:21.0073000200REG RSP not received;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:38:21.0073027100T6 Timeout and retries exceeded;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:38:21.0073025103Registration RSP rejected unspecified reason;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:38:21.0073025104Registration RSP rejected message syntax error;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:38:06.0082000200No Ranging Response received - T3 time-out;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:37:15.0084020300MDD message timeout;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:37:15.0084020200Lost MDD Timeout;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;
2017-01-24 15:32:58.0068010200DHCP REBIND sent - No response for IPv4;CM-MAC=(deleted);CMTS-MAC=(delete);CM-QOS=1.0;CM-VER=3.0;
2017-01-24 15:17:57.0068010100DHCP RENEW sent - No response for IPv4;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.0;CM-VER=3.0;
1970-01-01 00:01:42.0082000200No Ranging Response received - T3 time-out;CM-MAC=(deleted);CMTS-MAC=(deleted);CM-QOS=1.1;CM-VER=3.0;

 

Is that good enough info for you?

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Moderator
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Message 6 of 16
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Re: Vivid100 running slow - Area 20

Hi jp-davies

 

Welcome to the community Smiley Happy I'm really sorry to hear that you've been experiencing slow speeds since upgrading. We'll certainly take a look into this. 

When checking your connection there are some issues showing with the modem SNR so we'll need to arrange an engineer visit to resolve this. I'm going to send you a PM (purple envelope, top right corner) for some additional info and get this booked in.

Speak soon

Ty 


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jp-davies
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Message 7 of 16
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Re: Vivid100 running slow - Area 20

Had an engineer come round this afternoon. He said the whole of the area from CH41-49, has had this issue for over a year. It started in one place, Virgin attempted to fix it but over time it has spread to the whole postcode region. And with VirginMedia already knowing this, they had no reason to send an engineer out.
They are apparently upgrading the areas main building to fix this issue and everyone should have their broadband running at optimal speeds in the next 3 weeks or so 👍
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Forum Team
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Message 8 of 16
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Re: Vivid100 running slow - Area 20

Hello jp-davies,

Thanks for the update Smiley Happy

Sorry to hear the engineer wasn't able to resolve this at point of call, but it sounds like they're on top of the fault. Did he give you a fault reference at all?

Hopefully you'll notice improvements in the next few weeks like the engineer said.

Thanks for your patience,

Take care.

Heather_J

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


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jp-davies
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Message 9 of 16
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Re: Vivid100 running slow - Area 20

No, no reference number. But I am hoping its sorted soon or I'll be requesting discount on my bill. Tonight I'm getting a grand total of 6Mbps at the most....
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Andy1975
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Message 10 of 16
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Re: Vivid100 running slow - Area 20

Get a refund regardless m8, they will NOT have it fixed in 3 weeks i can guarantee you.