Forum Discussion

HughJarsse's avatar
HughJarsse
Knows their stuff
8 months ago

download speeds POOR!

Currently 'supposed' to be on the M350 broadband package.

The last few days, internet has been slow, almost 'crawling' along.

Repeated 'resets' of hub have made no difference to the download speeds. (currently, upload is faster than download!)

VM's 'service status' shows 'no problems' with broadband, yet, the results attached show there IS a problem. 

(results are using VM's speed checker app, on a wired connection 2M from the hub)

 

  • HughJarsse's avatar
    HughJarsse
    Knows their stuff

    Now having repeated 'no internet' and hub has rebooted 4 times over the last 20 minutes. Currently, cant get into the hub to check stats, as it refuses to connect, (goes away and just keeps on waiting) then hub goes down, and it then waits a while and then reboots, and cycles through it all again.

    (Having trouble even staying online long enough to type this!!)  Wonder if hub is shot.... when it goes down, no TV, internet or phone...

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter

      I know you have already done a check but check for new local faults on 0800 561 0061. 

  • HughJarsse's avatar
    HughJarsse
    Knows their stuff

    Just grabbed these, hope I stay online long enough to post them. (hub reset itself AGAIN just a few moments ago, so network log is very recent) 

    Downstream bonded channels
    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1 226750000 3.2 38 256 qam 12
    2 210750000 3.2 38 256 qam 10
    3 218750000 3.5 38 256 qam 11
    4 234750000 3 38 256 qam 13
    5 242750000 3 38 256 qam 14
    6 250750000 3 38 256 qam 15
    7 258750000 2.9 38 256 qam 16
    8 266750000 3 38 256 qam 17
    9 274750000 2.7 38 256 qam 18
    10 282750000 2.2 38 256 qam 19
    11 290750000 2.4 38 256 qam 20
    12 298750000 2.4 38 256 qam 21
    13 306750000 2 38 256 qam 22
    14 314750000 2 40 256 qam 23
    15 322750000 2.2 38 256 qam 24
    16 330750000 2 38 256 qam 25
    17 338750000 2.2 38 256 qam 26
    18 346750000 2.2 38 256 qam 27
    19 354750000 2 38 256 qam 28
    20 362750000 1.7 38 256 qam 29
    21 370750000 1.7 38 256 qam 30
    22 378750000 1.9 38 256 qam 31
    23 386750000 1.5 38 256 qam 32
    24 394750000 1.2 37 256 qam 33


    Downstream bonded channels
    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1 Locked 38.9 9 0
    2 Locked 38.9 7 0
    3 Locked 38.9 15 0
    4 Locked 38.6 5 0
    5 Locked 38.6 5 0
    6 Locked 38.9 4 0
    7 Locked 38.9 7 0
    8 Locked 38.6 8 0
    9 Locked 38.9 9 0
    10 Locked 38.9 7 0
    11 Locked 38.9 11 0
    12 Locked 38.9 9 0
    13 Locked 38.9 10 0
    14 Locked 40.3 8 0
    15 Locked 38.9 9 0
    16 Locked 38.9 12 0
    17 Locked 38.9 4 0
    18 Locked 38.9 8 0
    19 Locked 38.6 13 0
    20 Locked 38.9 14 0
    21 Locked 38.6 9 0
    22 Locked 38.6 24 0
    23 Locked 38.9 12 0
    24 Locked 37.6 15 0

    Upstream bonded channels
    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    1 36600000 48.5 5120 32 qam 7
    2 30099625 48.3 5120 32 qam 8
    3 43099901 48.8 5120 16 qam 6
    4 49600455 48.5 5120 16 qam 5
    5 23600000 48.5 5120 64 qam 11


    Upstream bonded channels
    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    1 ATDMA 0 0 0 0
    2 ATDMA 0 0 0 0
    3 ATDMA 0 0 0 0
    4 ATDMA 0 0 0 0
    5 ATDMA 0 0 0 0

    Network Log
    Time Priority Description
    21/06/2024 21:12:11 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:59:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:59:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:59:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:59:29 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:58:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:58:32 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:58:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:58:30 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:58:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:58:2 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:57:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:57:40 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:57:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:57:33 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:57:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:57:1 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:56:49 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:56:47 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    21/06/2024 20:56:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

    • Lee_R's avatar
      Lee_R
      Forum Team

      Hi there thanks for posting and welcome back to our community

      Sorry to hear you're having ongoing internet connection issues. And sorry inconvenience this may be causing. I'd like to take a look on your behalf. I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee_R

      • HughJarsse's avatar
        HughJarsse
        Knows their stuff

        Hi Lee, just replied, also, latest stats are below.  Looks like a problem with the upstream bonded channels, as usually all are 64qam, yet these are all over the place??

        Downstream bonded channels
        Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
        1 234750000 2.7 38 256 qam 13
        2 242750000 2.7 38 256 qam 14
        3 250750000 2.5 38 256 qam 15
        4 258750000 2.5 38 256 qam 16
        5 266750000 2.5 38 256 qam 17
        6 274750000 2.2 38 256 qam 18
        7 282750000 1.9 38 256 qam 19
        8 290750000 1.9 38 256 qam 20
        9 298750000 1.9 38 256 qam 21
        10 306750000 1.4 38 256 qam 22
        11 314750000 1.5 40 256 qam 23
        12 322750000 1.7 38 256 qam 24
        13 330750000 1.5 38 256 qam 25
        14 338750000 1.7 38 256 qam 26
        15 346750000 1.7 38 256 qam 27
        16 354750000 1.5 38 256 qam 28
        17 362750000 1 38 256 qam 29
        18 370750000 1.2 38 256 qam 30
        19 378750000 1.2 38 256 qam 31
        20 386750000 1 38 256 qam 32
        21 394750000 0.7 37 256 qam 33
        22 402750000 1 37 256 qam 34
        23 410750000 1 37 256 qam 35
        24 418750000 0.7 37 256 qam 36


        Downstream bonded channels
        Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
        1 Locked 38.9 28 0
        2 Locked 38.9 23 0
        3 Locked 38.9 21 0
        4 Locked 38.9 20 0
        5 Locked 38.9 14 0
        6 Locked 38.9 14 0
        7 Locked 38.6 21 0
        8 Locked 38.6 41 0
        9 Locked 38.9 37 0
        10 Locked 38.9 57 0
        11 Locked 40.3 45 0
        12 Locked 38.9 31 0
        13 Locked 38.9 35 0
        14 Locked 38.9 29 0
        15 Locked 38.9 28 0
        16 Locked 38.9 39 0
        17 Locked 38.9 55 0
        18 Locked 38.9 40 0
        19 Locked 38.6 36 0
        20 Locked 38.9 28 0
        21 Locked 37.3 27 0
        22 Locked 37.6 27 0
        23 Locked 37.6 35 0
        24 Locked 37.6 56 0

        Upstream bonded channels
        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        1 36599649 48.8 5120 32 qam 7
        2 43100000 50.3 5120 16 qam 6
        3 49600000 48.8 5120 16 qam 5
        4 23599854 48.8 5120 32 qam 11
        5 30099577 48.8 5120 32 qam 8


        Upstream bonded channels
        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        1 ATDMA 0 0 0 0
        2 ATDMA 0 0 0 0
        3 ATDMA 0 0 0 0
        4 ATDMA 0 0 0 0
        5 ATDMA 0 0 0 0

        24/06/2024 10:27:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        24/06/2024 03:51:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        23/06/2024 11:11:51 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 21:12:11 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:59:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:59:31 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:59:29 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:59:29 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:58:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:58:32 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:58:30 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:58:30 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:58:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:58:2 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:57:43 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:57:40 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:57:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:57:33 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:57:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
        21/06/2024 20:57:1 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-

         

    • Lee_R's avatar
      Lee_R
      Forum Team

      Hi there, thanks for getting back to me privately. 
      I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.
      Just to confirm, there will be no charge for this visit unless:
      The technician diagnoses the faults as not being caused by our network/equipment 
      The technician discovers that the fault or problem relates to your equipment
      The technician discovers that the fault or problem relates to any system that we are not responsible for
      The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
      Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed. 
      Do please let us know how the appointment goes. 
      Take care.

      Lee

      • HughJarsse's avatar
        HughJarsse
        Knows their stuff

        Hi Lee,

        Had a text message confirming the engineer appointment, for Thursday 27th between 8-12 but there's nothing in the 'my Virgin media' under orders/appointments. I get the 

        My Orders and Appointments

        It looks like you don't have any open orders!

        strangely, under the main 'my virgin media' and 'service status' is says 

        You have an engineer appointment booked

        Tap below to view, change or cancel your appointment.

        Manage appointment

        Yet, if I click on the 'manage appointment' button, the screen goes blank, then shows  'internal server error??

        Happy with the appointment, but not sure what's going on regarding being unable to access the orders/appointments section??

  • Client62's avatar
    Client62
    Alessandro Volta

    Upstream channels noise fault ? 
    One channel is QAM 64 the other four are degraded to QAM 16 & 32.

  • Client62's avatar
    Client62
    Alessandro Volta

    Upstream is still degraded.

    Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.
    https://www.samknows.com/realspeed/

    Once the test begins click on: Run full test to see all the stats.

    The speed at the Hub should reflect your subscription.
    Do share a screen shot of the results.

  • HughJarsse's avatar
    HughJarsse
    Knows their stuff

    OK, now just done the samknows test as suggested, 

    Results now show correct down/up load speeds compared with the previous screenshot posted on Friday

    Hub stats still shows  poor upstream figures of 16, 16, 32, 32, 32. Non are correct at 64??