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Receive between 10MB & 80MB on 350MB connection

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.

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Alessandro Volta
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Re: Receive between 10MB & 80MB on 350MB connection

Are you wired direct to the hub?

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

Have you tried other cables?


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Re: Receive between 10MB & 80MB on 350MB connection

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.

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Alessandro Volta
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Re: Receive between 10MB & 80MB on 350MB connection

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


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Re: Receive between 10MB & 80MB on 350MB connection

Downstream

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

14510000000.740256 qam36
2251000000040256 qam15
32590000000.240256 qam16
42670000000.240256 qam17
52750000000.740256 qam18
62830000001.240256 qam19
72910000001.540256 qam20
82990000001.440256 qam21
93070000001.440256 qam22
103150000001.740256 qam23
113230000001.740256 qam24
123310000001.540256 qam25
133710000000.540256 qam26
143790000000.540256 qam27
153870000000.240256 qam28
16395000000040256 qam29
17403000000040256 qam30
184110000000.240256 qam31
194190000000.240256 qam32
20427000000040256 qam33
214350000000.740256 qam34
224430000000.240256 qam35
234590000000.740256 qam37
24467000000040256 qam38



Downstream bonded channels

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

1Locked40.9180
2Locked40.3120
3Locked40.300
4Locked40.950
5Locked40.360
6Locked40.340
7Locked40.960
8Locked40.3170
9Locked40.950
10Locked40.350
11Locked40.350
12Locked40.950
13Locked40.300
14Locked40.330
15Locked40.960
16Locked40.350
17Locked40.350
18Locked40.360
19Locked40.3150
20Locked40.3140
21Locked40.940
22Locked40.900
23Locked40.950
24Locked40.900

 

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

Upstream

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15369999149512064 qam2
23939997649512064 qam4
34619999649512064 qam3
46030000949512064 qam1


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


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

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Re: Receive between 10MB & 80MB on 350MB connection

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,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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