Virgin Media Community

[Gr3sh]

I supposedly have a 350MB connection but I rarely see 50MB or above. I upgraded my  package from 100MB in march(ish) to 350 because I my connection was poor. Today, speedtest.net has shown my connection to be 10MG 37MB & 12MB. 

I have attempted to phone up on multiple occasions to log a fault and at the beginning of the call, I get an automated message performing tests and advising I have issues and need to reset my equipment. I reset my equipment regularly and it never really gets any better. I have had discussions on the phone with people and have had a signal sent to do something to my equipment which did periodically let my speed test see nearly 100MB. I have been advised in the past, to turn off my hub for 30 minutes and to swap my ethernet cables in the ports but despite all the phone calls, I never seem to get a resolution.

Running a persistent ping, I get mostly low ping times with results but I get periodic high pings, packet loss and time outs.

I have issues with hardwired connected PC/Laptop & mobile. We dont have more than 4 devices on at a time (PC/Laptop/2 mobiles).

I am unable to stream shows from netflix/youtube etc without sometimes long pauses every few minutes. I also have disruptions and disconnections playing games.

Sitting for an hour on the phone after work is never fun.

I have the superhub 3.0 VMDG505/TG2492LG-VM and since new, across three packages (50/100/350MB) it has never provided me with the speed I pay for.

Can I please be provided with a replacement Modem/Router.

[gary_dexter]

Are you wired direct to the hub?

What spec is the network cable and Ethernet port in the PC?

Have you tried other cables?

[Gr3sh]

Thank you for the prompt response. 

Are you wired direct to the hub?

Yes I am wired directly to the Hub on both PC's. Phones are obviously WiFi

What spec is the network cable and Ethernet port in the PC?

I am using the Cat6 cable that came with the equipment, I am also using a Cat5e.

Have you tried other cables?

Yes I have tried different cables.

Quite often, I receive better upload than I receive download. My upload is pretty solid and reliably consistent at 35MB (ish) my download is often lower, sometimes drastically.

[gary_dexter]

Post the Network, Upstream and Downstream logs from the hubs admin pages as text

[Gr3sh]

Downstream

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

1	451000000	0.7	40	256 qam	36
2	251000000	0	40	256 qam	15
3	259000000	0.2	40	256 qam	16
4	267000000	0.2	40	256 qam	17
5	275000000	0.7	40	256 qam	18
6	283000000	1.2	40	256 qam	19
7	291000000	1.5	40	256 qam	20
8	299000000	1.4	40	256 qam	21
9	307000000	1.4	40	256 qam	22
10	315000000	1.7	40	256 qam	23
11	323000000	1.7	40	256 qam	24
12	331000000	1.5	40	256 qam	25
13	371000000	0.5	40	256 qam	26
14	379000000	0.5	40	256 qam	27
15	387000000	0.2	40	256 qam	28
16	395000000	0	40	256 qam	29
17	403000000	0	40	256 qam	30
18	411000000	0.2	40	256 qam	31
19	419000000	0.2	40	256 qam	32
20	427000000	0	40	256 qam	33
21	435000000	0.7	40	256 qam	34
22	443000000	0.2	40	256 qam	35
23	459000000	0.7	40	256 qam	37
24	467000000	0	40	256 qam	38

Downstream bonded channels

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

1	Locked	40.9	18	0
2	Locked	40.3	12	0
3	Locked	40.3	0	0
4	Locked	40.9	5	0
5	Locked	40.3	6	0
6	Locked	40.3	4	0
7	Locked	40.9	6	0
8	Locked	40.3	17	0
9	Locked	40.9	5	0
10	Locked	40.3	5	0
11	Locked	40.3	5	0
12	Locked	40.9	5	0
13	Locked	40.3	0	0
14	Locked	40.3	3	0
15	Locked	40.9	6	0
16	Locked	40.3	5	0
17	Locked	40.3	5	0
18	Locked	40.3	6	0
19	Locked	40.3	15	0
20	Locked	40.3	14	0
21	Locked	40.9	4	0
22	Locked	40.9	0	0
23	Locked	40.9	5	0
24	Locked	40.9	0	0

=================================================================================================

Upstream

Refresh data

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

1	53699991	49	5120	64 qam	2
2	39399976	49	5120	64 qam	4
3	46199996	49	5120	64 qam	3
4	60300009	49	5120	64 qam	1

Upstream bonded channelsChannel 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

=============================================================================

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[John_GS]

Hi Gr3sh

Thanks for posting. My apologies for the delayed reply and the lower than expected broadband speeds. I've checked all the levels on our system and everything is fine and I can also see you've spoke to the team since posting. 

I do hope everything is resolved, though please do let me know if you need further assistance.

Kind regards,