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abbielr
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Speed Issues

Hi,

I joined Virgin with the M350 broadband package in September. Upon installing, the technician told us it was best to have two points of wifi, as the one 5g router did not expand past the living room. We live on a single floor flat, so this was confusing to us.

Over the months the wifi has been nothing but inconsistent and below the minimum download speed promised in my contract, the highest being 160mbps during non-peak hours and going to 109mbps when more than one device is using the network.

I am on the waiting list for a smart booster, but even the wifi in the living room is weak. I am working from home for the foreseeable, and at this point the wifi does not even allow for video calls - even when I am sat next to it. I did receive an email to say updates should allow the wifi to improve, but this has not happened. At this point I am looking to leave my contract and try another provider.

I reset the hub regularly in hopes of it improving, but it does not. We have followed all the guidance, but regret not listening to our technician who told us not even he uses Virgin wifi. Hindsight is 20/20!

I would love to know if this is a problem that can be fixed, as it is impacting my job severely now and we cannot use it beyond the living room, meaning streaming or anything similar is impossible. 

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gary_dexter
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Alessandro Volta
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Re: Speed Issues

What are wired speeds like when wired direct to the hub? Those are the only "guaranteed" speeds. Wireless speeds are not.

Also, residential services are not meant for work purposes, so any "job impact" is a moot point.

 
 

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abbielr
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Re: Speed Issues

Wired speeds vary between 150mbps and 180mbps, the lower being in peak hours.

I understand that, but the package is supposed to provide HD video streaming and provide faster download speeds than other packages, hence my frustration as I can't even watch a streamed webinar or talk without issues. Residential services may not be meant for work purposes, but I would hope they could hold a two way call without issue when the package is supposed to be able to support online gaming, too (which it hasn't been able to thus far). 

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gary_dexter
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Re: Speed Issues

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

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abbielr
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Re: Speed Issues

Never done this before, so let me know if anything is wrong! Network Log

Time Priority Description

22/02/2021 15:40:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 15:40:34Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 15:39:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 15:39:47Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 15:39:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 14:15:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2021 10:26:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/02/2021 10:26:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 09:27:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 02:48:7noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2021 02:48:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 22:26:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/02/2021 17:46:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 13:46:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:35:54noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/02/2021 11:35:54ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 05:16:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 01:15:39noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 01:15:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

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

13259999140.3512064 qam13
23940000740.8512064 qam12
34619996641.3512064 qam11
45369998341.8512064 qam10

 

Upstream bonded channels

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

13259999140.3512064 qam13
23940000740.8512064 qam12
34619996641.3512064 qam11
45369998341.8512064 qam10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000 

 

 

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abbielr
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Re: Speed Issues

Downstream bonded channels

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

1331000000338256 qam25
22510000005.438256 qam15
32590000005.137256 qam16
42670000004.637256 qam17
52750000004.638256 qam18
62830000004.338256 qam19
7291000000437256 qam20
82990000003.537256 qam21
93070000003.538256 qam22
103150000002.937256 qam23
113230000002.737256 qam24
123390000002.537256 qam26
133470000002.538256 qam27
143550000002.438256 qam28
153630000002.538256 qam29
163710000002.238256 qam30
173790000002.438256 qam31
18387000000238256 qam32
19395000000238256 qam33
204030000001.738256 qam34
21411000000238256 qam35
224190000001.738256 qam36
234270000001.538256 qam37
244350000001.238256 qam38



Downstream bonded channels

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

1Locked38.940
2Locked38.960
3Locked37.940
4Locked37.670
5Locked38.650
6Locked38.650
7Locked37.660
8Locked37.660
9Locked38.640
10Locked37.660
11Locked37.650
12Locked37.600
13Locked38.650
14Locked38.660
15Locked38.640
16Locked38.960
17Locked38.640
18Locked38.640
19Locked38.940
20Locked38.950
21Locked38.950
22Locked38.660
23Locked38.650
24Locked38.600
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