Virgin Media Community

[gffmac]

Hi Hopefully someone can either help or advise..

Pretty sure my problems started around the time of the 'free' speed boost from 200mb to 250mb.

I will attach my current ping graph and hub details if anyone can look into it.

Had an engineer visit on Tue 3rd who couldn't find any issue with power levels etc, he replaced the power cable and cable from wall to the hub. still problems. Usually about 9.30pm is worse download tanks to about 20/30mb fluctuating all over.  All test I have done on a wired connection directly to the hub.

I usually run modem mode with my own router etc but have tried for a few weeks on the v hub in router mode and its no better (possibly worse).

My graph as of today:

Hub details:

Ive spent so much time trouble shooting this, replaced all ethernet cables in the house with cat6.

Usually play xbox on Fridays after work, had to give that up as its a stuttering mess. Streaming drops in and out (Ive watched this happening will pinging google dns while watching netflix for example) packet loss/ high pings.

Typical ping example, it was doing this every twenty minutes or so..

05/12/2022 8:24:02 PM - Reply from 8.8.8.8: bytes=32 time=26ms TTL=117
05/12/2022 8:24:03 PM - Reply from 8.8.8.8: bytes=32 time=29ms TTL=117
05/12/2022 8:24:04 PM - Reply from 8.8.8.8: bytes=32 time=26ms TTL=117
05/12/2022 8:24:05 PM - Reply from 8.8.8.8: bytes=32 time=23ms TTL=117
05/12/2022 8:24:06 PM - Reply from 8.8.8.8: bytes=32 time=23ms TTL=117
05/12/2022 8:24:07 PM - Reply from 8.8.8.8: bytes=32 time=56ms TTL=117
05/12/2022 8:24:08 PM - Reply from 8.8.8.8: bytes=32 time=309ms TTL=117
05/12/2022 8:24:09 PM - Reply from 8.8.8.8: bytes=32 time=576ms TTL=117
05/12/2022 8:24:10 PM - Reply from 8.8.8.8: bytes=32 time=637ms TTL=117
05/12/2022 8:24:14 PM - Request timed out.
05/12/2022 8:24:16 PM - Reply from 8.8.8.8: bytes=32 time=460ms TTL=117
05/12/2022 8:24:17 PM - Reply from 8.8.8.8: bytes=32 time=477ms TTL=117
05/12/2022 8:24:18 PM - Reply from 8.8.8.8: bytes=32 time=381ms TTL=117
05/12/2022 8:24:22 PM - Request timed out.
05/12/2022 8:24:24 PM - Reply from 8.8.8.8: bytes=32 time=337ms TTL=117
05/12/2022 8:24:25 PM - Reply from 8.8.8.8: bytes=32 time=467ms TTL=117
05/12/2022 8:24:26 PM - Reply from 8.8.8.8: bytes=32 time=444ms TTL=117
05/12/2022 8:24:27 PM - Reply from 8.8.8.8: bytes=32 time=339ms TTL=117
05/12/2022 8:24:31 PM - Request timed out.
05/12/2022 8:24:33 PM - Reply from 8.8.8.8: bytes=32 time=426ms TTL=117
05/12/2022 8:24:34 PM - Reply from 8.8.8.8: bytes=32 time=265ms TTL=117
05/12/2022 8:24:34 PM - Reply from 8.8.8.8: bytes=32 time=214ms TTL=117
05/12/2022 8:24:36 PM - Reply from 8.8.8.8: bytes=32 time=631ms TTL=117
05/12/2022 8:24:36 PM - Reply from 8.8.8.8: bytes=32 time=198ms TTL=117
05/12/2022 8:24:37 PM - Reply from 8.8.8.8: bytes=32 time=98ms TTL=117
05/12/2022 8:24:39 PM - Reply from 8.8.8.8: bytes=32 time=582ms TTL=117
05/12/2022 8:24:40 PM - Reply from 8.8.8.8: bytes=32 time=255ms TTL=117
05/12/2022 8:24:41 PM - Reply from 8.8.8.8: bytes=32 time=317ms TTL=117
05/12/2022 8:24:42 PM - Reply from 8.8.8.8: bytes=32 time=385ms TTL=117
05/12/2022 8:24:43 PM - Reply from 8.8.8.8: bytes=32 time=347ms TTL=117
05/12/2022 8:24:44 PM - Reply from 8.8.8.8: bytes=32 time=539ms TTL=117
05/12/2022 8:24:45 PM - Reply from 8.8.8.8: bytes=32 time=317ms TTL=117
05/12/2022 8:24:46 PM - Reply from 8.8.8.8: bytes=32 time=225ms TTL=117
05/12/2022 8:24:46 PM - Reply from 8.8.8.8: bytes=32 time=55ms TTL=117
05/12/2022 8:24:47 PM - Reply from 8.8.8.8: bytes=32 time=72ms TTL=117
05/12/2022 8:24:48 PM - Reply from 8.8.8.8: bytes=32 time=32ms TTL=117
05/12/2022 8:24:50 PM - Reply from 8.8.8.8: bytes=32 time=501ms TTL=117
05/12/2022 8:24:51 PM - Reply from 8.8.8.8: bytes=32 time=160ms TTL=117
05/12/2022 8:24:52 PM - Reply from 8.8.8.8: bytes=32 time=118ms TTL=117
05/12/2022 8:24:52 PM - Reply from 8.8.8.8: bytes=32 time=78ms TTL=117
05/12/2022 8:24:54 PM - Reply from 8.8.8.8: bytes=32 time=127ms TTL=117
05/12/2022 8:24:55 PM - Reply from 8.8.8.8: bytes=32 time=100ms TTL=117
05/12/2022 8:24:56 PM - Reply from 8.8.8.8: bytes=32 time=537ms TTL=117
05/12/2022 8:24:57 PM - Reply from 8.8.8.8: bytes=32 time=216ms TTL=117
05/12/2022 8:24:58 PM - Reply from 8.8.8.8: bytes=32 time=521ms TTL=117
05/12/2022 8:24:59 PM - Reply from 8.8.8.8: bytes=32 time=442ms TTL=117
05/12/2022 8:25:00 PM - Reply from 8.8.8.8: bytes=32 time=384ms TTL=117
05/12/2022 8:25:04 PM - Request timed out.
05/12/2022 8:25:06 PM - Reply from 8.8.8.8: bytes=32 time=566ms TTL=117
05/12/2022 8:25:06 PM - Reply from 8.8.8.8: bytes=32 time=27ms TTL=117
05/12/2022 8:25:07 PM - Reply from 8.8.8.8: bytes=32 time=23ms TTL=117
05/12/2022 8:25:08 PM - Reply from 8.8.8.8: bytes=32 time=30ms TTL=117
05/12/2022 8:25:09 PM - Reply from 8.8.8.8: bytes=32 time=24ms TTL=117
05/12/2022 8:25:10 PM - Reply from 8.8.8.8: bytes=32 time=25ms TTL=117
05/12/2022 8:25:11 PM - Reply from 8.8.8.8: bytes=32 time=20ms TTL=117
05/12/2022 8:25:12 PM - Reply from 8.8.8.8: bytes=32 time=25ms TTL=117

Im due a call back from the engineer, it least he said he would toward end of week.... Im guessing he wont be able to fix it, seems to me like my issue is oversubscription in my area, too many people accessing a limited resource..

Thanks

[Andrew-G]

I agree performance is poorer during peak times, but that may be coincidental - the BQM shows problems between 12am and 4am when there's little or no network traffic.  Those distinctive top to bottom multi-colour spikes are often a symptom of a cabinet fault, such as an amplifier that's not properly setup or failing, and I suspect that's under the remit of a different team of technicians to the ones who visit customer homes.  You'll have to hope the forum staff can recognise that the BQM shows things are bad, and refer that to the Networks team for investigation.

[gffmac]

Thanks Andrew, hopefully this gets looked at.

This is my chart from 30 December, which shows the peak times more clearly. Also attached a graph from my asus router around the same time..

[gffmac]

Powered off and on the vm hub around 3pm. red spikes seem to be easing.

N.B. this is a live png link..

[gffmac · Accepted solution]

On Tues night (5th Jan) after the engineer visit (about 9.30) download speeds were at about 40 meg fluctuating.  So I ran a test on my hardwire on the vm help page https://www.virginmedia.com/support/help/check-services/ and it reported :

it also said to check back after 23 hours to check if its been fixed.. tried again the next day and it reported everything was fine even though still same speed issues.

Just tried the test again and it recommended an engineer visit so thats now booked for Saturday.

Just checking this page: https://www.virginmedia.com/broadband/our-speeds-explained  M250 says I should get a minimum of 132 at all times which currently is not the case, hopefully something will get sorted.

[gffmac]

Scanning my hub via the test your equipment help page got this result Tues night and said to check back 23 hrs later, did the same 24 hrs later but it said there were no issues even though still had speed issues (-40mb).

Tried again tonight and it recommended an engineer visit, now booked for Saturday.

virginmedia.com/broadband/our-speeds-explained explains I should get a minimum of 132 Mbps at all times.. not currently happening of course.

Fingers crossed.

[gffmac]

Admin: Please delete this and prior post, I posted the prior message but it didnt appear for half an hour so thought it failed...

[gffmac]

Little update, another vm engineer came out sat am, swapped out my hub3 for hub4 and changed the attenuator in the box on the wall. he checked everything outside was ok too.

old graph:

new graph:

Spikes on left was me running speed test as I was having speed reduction between 8pm and 10/11pm.

See right of this chart 

 

Happy to say ping is way way more stable and download speed no longer dives as it did.

Good job VM hope it lasts!

[Kain_W]

Thanks for the update on this gffmac,

I'm glad the service has improved for you.

Do pop back up if you require further assistance!

All the best,

[Andrew-G]

Good to hear that its been fixed to the extent that cable internet can be!

Of course, when Openreach FTTP comes your way you'll be able to enjoy a connection like mine (gloat):