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Nicpritch
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Low speeds bad connection

Hi been told to post here for help by your team on Facebook I have virgin broadband for about 6months.  Tried all the things you have said and it's still terrible.  WiFi is stop and start and speeds terrible.  Over Christmas due to lockdown i didn't leave the house and managed to use all my data on my phone as WiFi even tho in living room is shocking. Also had to wire my firestick via eathernet cable as Netflix is unwatchable.  But still get buffering and pausing. Paying for 350 get 50mbps if I'm lucky. Not sure if it's the router or your throttling the speeds but really unhappy. Picture is my speed on firestick 

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gary_dexter
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Alessandro Volta
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Message 2 of 9
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Re: Low speeds bad connection

Post the network, upstream and downstream logs from the hubs admin pages back here as text 


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Nicpritch
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Message 3 of 9
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Re: Low speeds bad connection

Hardwired I have 67.9mbps download and 7.57mbps upload still buffering on Netflix as speed is dropping to zero ever so often 

WiFi I'm getting 3.13mbps and 1mbps.  My phone keeps Turing WiFi off on phone as its so low so it's costing me

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gary_dexter
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Alessandro Volta
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Message 4 of 9
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Re: Low speeds bad connection

Post the logs as requested above 


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Nicpritch
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Re: Low speeds bad connection

No idea if this is what your after lol

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1227000000540256 qam12
21390000004.838256 qam1
31470000004.638256 qam2
41550000004.538256 qam3
51630000004.940256 qam4
61710000004.938256 qam5
7179000000538256 qam6
81870000005.538256 qam7
91950000005.638256 qam8
102030000005.538256 qam9
112110000005.138256 qam10
12219000000540256 qam11
132350000005.440256 qam13
142430000005.338256 qam14
152510000005.338256 qam15
16259000000540256 qam16
172670000004.938256 qam17
182750000004.540256 qam18
192830000004.538256 qam19
202910000004.538256 qam20
212990000004.838256 qam21
223070000004.840256 qam22
233150000004.838256 qam23
243230000004.838256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.9370
2Locked38.6110
3Locked38.9160
4Locked38.9140
5Locked40.9220
6Locked38.6370
7Locked38.6390
8Locked38.6450
9Locked38.9540
10Locked38.6280
11Locked38.9510
12Locked40.3420
13Locked40.3460
14Locked38.9570
15Locked38.9530
16Locked40.3540
17Locked38.9640
18Locked40.3740
19Locked38.9770
20Locked38.9840
21Locked38.91010
22Locked40.31080
23Locked38.91190
24Locked38.91470

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000038512064 qam1
23940000038.8512064 qam4
34620000038.5512064 qam3
45370000038.3512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000




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Nicpritch
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Message 6 of 9
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Re: Low speeds bad connection

Am I able to cancle my contract as currently unusable at peek times been like it for months spoke once to a member of team after 3hrs 50mins they sent someone out worked about a month then back to rubbish and always getting worse.  Iv tried several times to phone but me and my husband are key workers so its usually after 6pm and after an hour we give up. 

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gary_dexter
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Message 7 of 9
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Re: Low speeds bad connection

What device are you Speedtesting from?


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Nicpritch
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Message 8 of 9
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Re: Low speeds bad connection

My phone via WiFi. And amazon firestick with eathernet cable connection 

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gary_dexter
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Message 9 of 9
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Re: Low speeds bad connection

You need to Speedtest when wired from a gigabit enabled device such as a laptop.

Streaming sticks and Wifi devices won’t be accepted to show speeds as they’re not accurate. 


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