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Nhire
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Message 1 of 26
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Internet is way slower than advertised

Hi. I got myself the fastest 350 virgin media deal. at first my download speed for regular things was between 2 and 6 mb/s while the upload was about 3-4mb/s. I called the automatic support today and after resetting my broadband and whatnot the download speed is about 32-38mb/s which is way better but still not as promised. Oh upload speed remains the same. Considering I can't even get a hold on a real person when calling their support it's really frustrating to hear just "we will fix your problem automatically" and then all I can do is request it again. Honestly if this won't go up I will have to either leave virgin due to their lack of proper and promised service or reduce my speed and pay less. I only decided to get this deal for live streaming video games, it's useless to me if I can't do that with "the fastest" internet in London.
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griffin
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Message 2 of 26
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Re: Internet is way slower than advertised

How are you connecting wired or wirelessly?

If wireless, try wired directly to the hub with a Cat 5e cable or better with a device equipped with a gigabit Ethernet network card.

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Nhire
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Message 3 of 26
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Re: Internet is way slower than advertised

I'm connected with an ethernet cable

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griffin
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Message 4 of 26
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Re: Internet is way slower than advertised

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.0.1
Don't log in, click the Router Status button
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting, but do obscure personal information like your WAN IP address.

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Nhire
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Message 5 of 26
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Re: Internet is way slower than advertised

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1403000000-0.438256 qam28
21870000001.738256 qam7
31950000002.538256 qam8
4203000000340256 qam9
52110000002.740256 qam10
62190000002.740256 qam11
72270000002.738256 qam12
82350000002.738256 qam13
92430000002.538256 qam14
102510000002.540256 qam15
11259000000238256 qam16
122670000002.438256 qam17
13275000000240256 qam18
142830000002.540256 qam19
152910000002.238256 qam20
162990000002.538256 qam21
17307000000238256 qam22
183150000002.438256 qam23
193230000001.738256 qam24
203790000000.538256 qam25
21387000000-1.438256 qam26
22395000000-1.538256 qam27
23411000000140256 qam29
244190000000.740256 qam30



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.960
2Locked38.900
3Locked38.660
4Locked40.360
5Locked40.340
6Locked40.340
7Locked38.950
8Locked38.940
9Locked38.650
10Locked40.350
11Locked38.600
12Locked38.960
13Locked40.340
14Locked40.350
15Locked38.950
16Locked38.900
17Locked38.900
18Locked38.960
19Locked38.900
20Locked38.900
21Locked38.600
22Locked38.600
23Locked40.360
24Locked40.360

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1536999644.95512064 qam2
2393999714.7512064 qam4
3462000244.95512064 qam3
4603000004.95512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Network Log

Time Priority Description

01/01/1970 00:01:22ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2019 14:10:47noticeSW Download INIT - Via Config file
16/05/2019 14:13:20ErrorDisruption during SW download - Power Failure
16/05/2019 14:13:39noticeSW Download INIT - Via Config file
16/05/2019 14:16:20noticeSW download Successful - Via Config file
17/05/2019 06:07:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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griffin
Alessandro Volta
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Message 6 of 26
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Re: Internet is way slower than advertised

The stats look fine, the upstream is a tad warm, but fine if stable.
Is that all of the logs? The last entry was 4days ago and I would have expected a few DHCP errors making an appearance by now.

I would try another Ethernet cable, just in case the one you are using has gone bad.

I would then test with the PC in safe mode with networking, to rule out anything running in the background like antivirus\firewalls

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jbrennand
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Message 7 of 26
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Re: Internet is way slower than advertised


@Nhire wrote:

I'm connected with an ethernet cable


If you haven't try a new Cat6 one - they can "fail".


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Nhire
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Message 8 of 26
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Re: Internet is way slower than advertised

Just connected brand new ethernet cable I order 3 days ago (didnt use it because its 30m long).

The download speed from 32-38 to 38-42, upload remains the same. I still feel pretty scammed by virgin

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jbrennand
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Message 9 of 26
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Re: Internet is way slower than advertised

Most likely it is not related to the VM connection but to something on your system. So try this to determine if that is the case.

Make sure your device has a gigabit network card (not just the older 10/100 one) and has the up to date drivers. Use a new Cat5e/6a ethernet cable (old ones do "go off") to connect it directly to the Hub - which you have put into modem mode (to ensure only your device is connected). Check speeds like that first - if they are still low - then, boot up your device into "safe mode with networking" (to disable any software on it that could be limiting speeds). Run the tests at speedtest.net (try on x2 VM servers) on 2 different browsers one of which is a fresh download of one you haven’t previously used (e.g. Firefox, Opera, Safari etc - there are several reports on here of certain browsers causing speed issues).
Report back on what that gets.

EDIT: could you also ask a friend/neighbour etc.,  who has a laptop known to connect at high speeds to their network to test it your network (both cable connected and wifi)


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Nhire
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Message 10 of 26
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Re: Internet is way slower than advertised

I found the gigabit network connector but couldn't find the right cable, can you send me a long or something like that?

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