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inconsistent internet speed + can't even leave a complaint!

I've been experiencing inconsistent / unreliable internet speeds for at least the past month. This has been a lot more noticeable recently with a lot more video calls being done at home!

I've been testing both WiFi (bridge mode with Eero mesh routers), and wired connections, using testmy.net to perform automatic testing at 30 minute intervals - speeds vary between 0.22 - 94.09 Mbps (expecting close to 100 Mbps). 

  • Restarted superb numerous times
  • Switched on and off modem/bridge mode
  • Tried wired and wireless connections, with and without eero
  • Have tried everything I can think of, just seems like an inconsistent speed being provided!

======

Trying to get through to phone support to escalate the issue - unable to find support/live chat online as Support links go to articles, back to "Buy" screens and back again - tried to leave a complaint, and get a broken "Method Not Allowed - The requested method GET is not allowed for the URL /my-cases/issue-submitted."!!!

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Re: inconsistent internet speed + can't even leave a complaint!

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 -7.7 37 256 qam 21
2 138750000 -7.2 36 256 qam 1
3 146750000 -7.5 37 256 qam 2
4 154750000 -7.2 37 256 qam 3
5 162750000 -7 37 256 qam 4
6 170750000 -7 37 256 qam 5
7 178750000 -6.9 37 256 qam 6
8 186750000 -6.7 37 256 qam 7
9 194750000 -7 37 256 qam 8
10 202750000 -7.2 37 256 qam 9
11 210750000 -7.4 37 256 qam 10
12 218750000 -7.5 37 256 qam 11
13 226750000 -8 37 256 qam 12
14 234750000 -8 37 256 qam 13
15 242750000 -8.2 37 256 qam 14
16 250750000 -8.4 37 256 qam 15
17 258750000 -8.5 37 256 qam 16
18 266750000 -8.2 37 256 qam 17
19 274750000 -8.4 37 256 qam 18
20 282750000 -8.2 37 256 qam 19
21 290750000 -8 37 256 qam 20
22 306750000 -7.7 37 256 qam 22
23 314750000 -7.9 37 256 qam 23
24 322750000 -7.7 37 256 qam 24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 89 0
2 Locked 36.3 45 0
3 Locked 37.3 63 0
4 Locked 37.3 45 0
5 Locked 37.3 52 0
6 Locked 37.3 50 0
7 Locked 37.3 57 0
8 Locked 37.3 31 0
9 Locked 37.6 43 0
10 Locked 37.6 58 0
11 Locked 37.6 62 0
12 Locked 37.6 66 0
13 Locked 37.3 92 0
14 Locked 37.3 77 0
15 Locked 37.3 74 0
16 Locked 37.3 103 0
17 Locked 37.3 106 0
18 Locked 37.3 137 0
19 Locked 37.3 94 0
20 Locked 37.3 95 0
21 Locked 37.3 93 0
22 Locked 37.3 71 0
23 Locked 37.6 82 0
24 Locked 37.3 77 0


Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700039 5.1 5120 64 qam 4
2 27400000 5.1 5120 64 qam 3
3 35800014 5.1 5120 64 qam 2
4 45800000 5.1 5120 64 qam 1



Upstream bonded channels

Channel 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


Network Log

Time Priority Description
29/04/2020 19:16:49 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2020 15:48:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 18:20:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 14:20:44 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 13:30:5 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 23:26:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 20:24:32 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 20:24:32 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 17:00:23 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 14:47:24 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 13:36:16 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 08:14:0 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 06:48:6 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2020 06:08:49 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 22:19:26 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 20:03:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 17:11:42 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 13:38:13 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 19:35:26 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 12:32:38 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Very Insightful Person
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Re: inconsistent internet speed + can't even leave a complaint!

downstream is too low upstream is to high - you need a tech to sort it

____________________

Tony
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Re: inconsistent internet speed + can't even leave a complaint!

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Alessandro Volta
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Re: inconsistent internet speed + can't even leave a complaint!

As advised above. 

You need an engineer. 


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Re: inconsistent internet speed + can't even leave a complaint!

Finally got through to Phone support - according to them there IS a known issue in this area (despite there being none listed in the Service Status online)

  • "Large outtage issue raised 31 Mar, causing inconsistent speeds"
  • "Expected to be fixed by 13 May"
  • He described them insulating the fibre optic cables - major job - to improve reliability during peak times
  • That's 1.5 months to resolve, during which we're still paying full price for an inconsistent service - and no notice to users about the fact there has been an outtage and Virgin are supposedly on the case - not ideal! Hoping it's resolved very soon, but working from home is a nightmare currently...

 

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