Forum Discussion

lilemon's avatar
lilemon
Joining in
6 months ago

1/10th of advertised download speed

Hi all

We've contacted virgin numerous times about exactly this issue, but every time they just end up replacing or adding something which hasn't fixed the actual problem. Speeds are low whether wired or wireless.

We're on the M500 plan, but our download speed has never exceeded 50mbps, averaging at about 43-44. They've replaced the wall socket, the router, and even suggested that a wifi booster might fix the issue. Is anyone able to lend a hand into helping point them in the right direction? I have no idea where to start, but I've seen for a number of people it was just that the power levels needed correction, so I'm posting the downstream log just in case it is that:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13300000000.940QAM 25625
22020000001.440QAM 2569
32100000001.340QAM 25610
42180000001.239QAM 25611
52260000001.239QAM 25612
62340000001.340QAM 25613
72420000001.240QAM 25614
82500000001.140QAM 25615
92580000001.340QAM 25616
102660000001.440QAM 25617
112740000001.440QAM 25618
122820000001.640QAM 25619
132900000001.840QAM 25620
142980000001.840QAM 25621
153060000001.540QAM 25622
163140000001.240QAM 25623
17322000000140QAM 25624
183380000000.840QAM 25626
193460000000.740QAM 25627
203540000000.540QAM 25628
213620000000.840QAM 25629
223700000000.640QAM 25630
233780000000.340QAM 25631
243860000000.240QAM 25632
253940000000.140QAM 25633
264020000000.140QAM 25634
274100000000.240QAM 25635
284180000000.640QAM 25636
29522000000-1.437QAM 25637
30538000000-1.934QAM 25639

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40209192
2Locked404872520
3Locked4012813287
4Locked398688151
5Locked396060126
6Locked407399153
7Locked4013615361
8Locked4017654526
9Locked408558342
10Locked40955881
11Locked40848492
12Locked4013886185
13Locked408606147
14Locked40487276
15Locked401490110
16Locked402002109
17Locked404141154
18Locked407301320
19Locked406559112
20Locked40127559
21Locked40171398
22Locked401831106
23Locked4026392554
24Locked401231188
25Locked401513129
26Locked40101297
27Locked4016151706
28Locked401281152
29Locked371886266078
30Locked3493335891696

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159924K1800QAM 40961128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
159Locked380.3218227104591580353

Our network log is full of notices and warnings too, all similar to these two [blanking out mac addresses]:
DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;


Hopefully somebody can see something that I can't - thank you!!!

Lil

    • jpeg1's avatar
      jpeg1
      Alessandro Volta

      Your Hub is having to work hard to deal with the noise, particularly on the highest frequency channels. This will have an effect on the speed in addition to any other issues. It would be worth checking that all the coaxial connections are fitted securely as this could be one reason for the noise entry. 

      • lilemon's avatar
        lilemon
        Joining in

        Everything seems to be plugged in properly, unplugging and replugging seems to have no effect (after waiting a while). Not sure, the engineer that installed the router was the last to touch the cable before this week (3-4 weeks ago now) so we hope it was connected properly.

    • lilemon's avatar
      lilemon
      Joining in

      Unfortunately not - same as doing the router diagnostics and checking through our account page

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Tu see if there is a known issue, try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

     

    • lilemon's avatar
      lilemon
      Joining in

      I would have hoped that if there was in issue they were aware of, they would have communicated it whenever we called - it's not saying there are any issues at the moment.

      I'll set that up for future talks, thanks!

  • Client62's avatar
    Client62
    Alessandro Volta

    Seeing Wi-Fi speeds of up to 50Mb/s is quite normal for devices connected on the 2.4GHz band
    e.g. Samsung A12 mobile phone or a laptop with a single band Wi-Fi adaptor.

    • lilemon's avatar
      lilemon
      Joining in

      I'd agree that for the Wi-Fi 4 standard, 50mbps would be reasonable, but given that the Hub 5 is Wi-Fi 6, and that this issue exists on a wired connection too, even when only a single device is connected to the router (i.e. Wi-Fi disabled and only using ethernet or changing the password and only connecting a single Wi-Fi device) there is no improvement unfortunately

  • Client62's avatar
    Client62
    Alessandro Volta

    There may be an issue with just you line, check all the coax connectors are secure at the Hub and wall.
    Have a look outside that he VM connection box is it in good shape or are the cables inside it soaked with water.