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incredibly slow speeds or no wifi at all

I've been with virgin for the last 3 years, the service has always been adequate however over the last 2 months I've been experiencing incredibly slow speeds at the best of times and often the wifi will stop working all together. I've been trying to get this issue sorted and after around 10 hours on hold with a few instances where I've waited on hold for an hour for the call to be disconnected, I managed to get an engineer booked. When he came he stated that the wires we had were of poor quality, swapped them and said due to COVID and people working from home everybodies speeds are slower. Due to difficulties getting technical support at the moment, he advised us to get another housemate to open a new account with virgin; most likely to get some sort of commision, however this wasn't possible due to virgin only offering 18 month contracts (despite the engineer stating 12 month contracts were still available) and we only have 9 months left in our house before we move out. 

When I spoke to technical support via phone, I was told the speeds will be reduced due to device overload. When I explained that we haven't added any devices in the last 12 months and that our issues have been going on for 2 months; with slow speeds even when only 1 device is being used, I was told 'the wifi box can be tired after being used by lots of devices so in the morning it could still have been sleepy'. 

I live in an 8 person student house with most of the house being final year medical students. Currently we are not able to attend any of our online lectures due to the broadband issues. I understand that 8 people having phones and laptops is a lot of devices, but this has been the case for the last 3 years and the speed has been adequate until 2 months ago. 

Our hub hasn't moved positions in the last year, we haven't added any devices, the wires have been changed, we've tried removing devices, using an ethernet cable for the TV box, using boosters and nothing has helped. The speeds state we're getting between 6mbps and 200mbps; it varies depending on what room however whichever room we're in and whatever speed speedtest.net is stating we cannot use our wifi; google searches take about 30 seconds if they work at all and streaming and watching lectures is becoming more difficult by the day.

I've tried using the virgin online chat system via their iphone app but I've been in a conversation for 4 days and nobody is responding on there, the only message I have received was asking me to do a speedtest which I've completed. Unfortunately as the chat service isn't 24 hours, I'm lucky if i get 1 reply per day and for the first 3 days I was put in a chat with the sales team despite stating I had connection issues so I'm no closer to getting a solution.  

My only idea of what could be the problem is a faulty box; we've had the hub 3 for around 3 years and the engineer stated this is most likely the problem. 

Please could anybody offer advice on how we can get these issues rectified? 

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Alessandro Volta
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Message 2 of 8
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Re: incredibly slow speeds or no wifi at all

What is the contracted speed ?

Which Hub do you have ?

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 3 of 8
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Re: incredibly slow speeds or no wifi at all

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 4 of 8
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Re: incredibly slow speeds or no wifi at all

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 5 of 8
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Re: incredibly slow speeds or no wifi at all

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1235000000-0.740256 qam13
2243000000-0.440256 qam14
3251000000-0.540256 qam15
4259000000-0.740256 qam16
5267000000-0.540256 qam17
6275000000-140256 qam18
7283000000-140256 qam19
8291000000-1.238256 qam20
9299000000-1.240256 qam21
10307000000-1.740256 qam22
11315000000-238256 qam23
12323000000-2.238256 qam24
13387000000-3.238256 qam25
14395000000-2.938256 qam26
15411000000-2.738256 qam27
16419000000-2.540256 qam28
17427000000-2.438256 qam29
18435000000-2.238256 qam30
19443000000-2.438256 qam31
20451000000-2.538256 qam32
21459000000-2.540256 qam33
22467000000-2.438256 qam34
23475000000-2.440256 qam35
24483000000-2.240256 qam36


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.31727088
2Locked40.3170497
3Locked40.3138398
4Locked40.9191320
5Locked40.91287233
6Locked40.3133335
7Locked40.3119311
8Locked38.9132292
9Locked40.399596
10Locked40.3103589
11Locked38.6148586
12Locked38.9216560
13Locked38.9302285
14Locked38.9294370
15Locked38.9238307
16Locked40.3487278
17Locked38.9417323
18Locked38.9428313
19Locked38.9513270
20Locked38.9512288
21Locked40.3426314
22Locked38.96616087
23Locked40.36456031
24Locked40.34555965
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Message 6 of 8
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Re: incredibly slow speeds or no wifi at all

Upstream bonded channels

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

13940000046.5512064 qam6
22580000046512064 qam8
33260000046.5512064 qam7
44620000046.8512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 7 of 8
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Re: incredibly slow speeds or no wifi at all

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm



Primary Downstream Service Flow

SFID80552
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID80551
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Message 8 of 8
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Re: incredibly slow speeds or no wifi at all

great thanks for your help. 
 
Network Log
Time Priority Description
21/11/2020 17:57:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 16:07:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 16:07:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 16:07:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 13:40:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2020 04:03:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 01:40:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 01:09:48noticeSW download Successful - Via Config file
17/11/2020 01:07:7noticeSW Download INIT - Via Config file
17/11/2020 01:04:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 01:03:49criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 00:58:23Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 00:58:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 00:58:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 00:58:19criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 00:58:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 17:13:45ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 17:10:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 17:10:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 17:10:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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