Virgin Media Community

[InebriatedAnt]

Hey,

After no success with the phones and the Twitter agents not having a clue, I’ve been guided to the forums!

I'm hoping someone from Virgin can actually help me out here..

I’ve seen other posts regarding the same errors I am having, I get very poor download (to the point nothing works, but the speeds show between 20-40mb down and 20up.)

I have checked the router status and logs and have seen this:

 

Can someone please let me know what I have to do? From the other forum posts it seems I need to have some changes done externally?

Any help would be great! I don’t want to have to call up and have to threaten to cancel just to get some support 😞

Thanks!

 

[SCA1972]

The network log isn't showing anything unusual.  Posting all the figures from Downstream and Upstream tabs from the hub status screen might be more helpful.

You appear to be testing speeds via a wireless device, VM don't guarantee wireless speeds so a wired test would be needed to see if the issue is with the line or just the WiFi.

______________________
Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[InebriatedAnt]

Hey, 

Thanks for the speedy response, I appreciate the comment re the wifi but I get the results very similar bar a few mb and obviously a higher ping on the iPhone but I use a wired network with the same issues.

Im also using an Orbi set up and the speed tests from that also show it to be below the 200.

I will get a copy of the logs a little later when back home.

Thanks again, 

[InebriatedAnt]

Hey,

So i thought id leave it as generally i get no where with Virgin but a week later and still on much less than half the download speed im paying for:

This time it was wired, just to keep everyone happy. I understand Virgin don't provide a guarantee on wifi, i have worked in IT for 8 years and know the usual stories and expectations but i was hoping that perhaps someone from virgin actually checks these forums and could help me figure out why i get such a drop? I know it is a contended line and what other people are doing in the network may impact this, but my speeds shouldn't really fall below half. I would imagine there is some issue on the line due to the upload being fine, I had a similar issue but reversed with BT, i got 0.2mb upload making it impossible to use, this now just buffers constantly with the indicated 60mb. 

Im also still getting the exact same issues as posted in my first post, the critical issues and such, can anyone shed some light on this?

Thanks

[SCA1972]

A couple of things.

A wired test is a good start and it is not about keeping people happy, it is about measuring with a method that is more consistent and reliable than wireless. 

As I stated previously the errors in your log are not unusual, I have them in my log and still get full speed, so they are not as "critical" as they appear.  You haven't posted the requested figures from the Downstream and Upstream tabs of the hub status screen, they are often more illuminating than some random errors in the log.  If you can show evidence of a line issue then it is easier to get the attention of VM staff on here to look into this and if necessary book a tech visit to rectify it.

Also your speed test results show they are to a third party server rather than your nearest VM test server which could result in slow speeds because of issues outside of the VM network, unlikely but always worth a test to a VM server for comparison.

______________________
Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[InebriatedAnt]

Hey,

Thanks for the reply, so heres a test on a VM server,

Also those Downstream and Upstream bits of info are as follows:

Downstream bonded channels

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

1	202750000	10.5	38	256 qam	9
2	210750000	10.3	38	256 qam	10
3	218750000	10	38	256 qam	11
4	226750000	9.9	38	256 qam	12
5	234750000	9.6	38	256 qam	13
6	242750000	9.5	38	256 qam	14
7	250750000	9.4	38	256 qam	15
8	258750000	9.1	38	256 qam	16
9	266750000	9.3	38	256 qam	17
10	274750000	9.3	38	256 qam	18
11	282750000	9.4	38	256 qam	19
12	290750000	9.8	38	256 qam	20
13	298750000	10.3	38	256 qam	21
14	306750000	10	38	256 qam	22
15	314750000	10	38	256 qam	23
16	322750000	10.5	40	256 qam	24
17	330750000	10.3	40	256 qam	25
18	370750000	9.8	38	256 qam	26
19	378750000	9.6	40	256 qam	27
20	386750000	9.3	40	256 qam	28
21	394750000	9.4	40	256 qam	29
22	402750000	9	40	256 qam	30
23	410750000	8.9	38	256 qam	31
24	418750000	8.9	40	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	100	0
2	Locked	38.6	153	0
3	Locked	38.9	80	0
4	Locked	38.9	125	0
5	Locked	38.9	187	4
6	Locked	38.6	162	0
7	Locked	38.9	171	0
8	Locked	38.9	200	0
9	Locked	38.9	156	0
10	Locked	38.9	152	0
11	Locked	38.9	220	0
12	Locked	38.9	153	0
13	Locked	38.9	117	0
14	Locked	38.9	154	0
15	Locked	38.9	186	0
16	Locked	40.3	88	0
17	Locked	40.3	100	0
18	Locked	38.9	109	0
19	Locked	40.3	161	0
20	Locked	40.3	286	0
21	Locked	40.3	164	0
22	Locked	40.3	190	0
23	Locked	38.9	222	15
24	Locked	40.3	129	0

Upstream bonded channels

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

1	46200000	37.8	5120	32 qam	3
2	53700000	38.8	5120	32 qam	2
3	39400000	36.8	5120	32 qam	4
4	32600000	36.8	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Does that give any clearer picture as to what may be going on with my connection? some days i get the 218mb which was usual at first, but most days i jump between 40-120mb.

Thanks for the help and info so far!

[SCA1972 · Accepted solution]

Downstream power levels are too high on a few channels, recommended range is -6 to +10. Also the modulation on the upstream has most channels at 32 qam and one at 64 qam when they should ideally all be at 64 qam. This might be the reason for your slower speeds.

You will probably need a technician to visit and adjust your levels. You can try calling to book a visit or wait here for the forum team to get to this thread. I have escalated the thread with the staff so you should get a response in the next day or two.

______________________
Scott

My setup: VM TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

[Beth_G]

Hi @InedbriatedAnt,

Welcome to the Community Forums! Thank you for taking the time to post here.

I'm sorry to see you've been having a few problems with your broadband performance and speeds. As Scott as correctly pointed out, there are a few issues with your signal levels which will need adjusting by an engineer. Please let me know if you'd be happy for us to book in an appointment for you and we'll get that arranged from here.

Kind regards,

Beth

[InebriatedAnt]

Thanks for looking into this, i would appreciate if you could get an engineer out to look at my problems 🙂 

[InebriatedAnt]

Thanks for the detail in response, always good to learn what things should be 🙂 

and thanks for escalating!