Virgin Media Community

[SwimmingDuck]

Hi ,

I recently upgraded from 500m oomph package to a volt 1 Gig and I'm now getting slower speeds than the 500m package that i had before ? I put in a speed complaint and I haven't heard anything back please help!! This is my Sam knows speed test on a wired connection to my PC

This is a speed test using Ookla again from my wired connection to my PC... so I don't know which speed test is correct?

I haven't had any real help from calling VM they put a complaint in but I don't have anyway to check on this ? as when I got to "track a complaint" there isn't one in there. 

[SwimmingDuck]

Cable Modem Status

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow

SFID	34826
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	34825
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[SwimmingDuck]

3.0 Downstream channels

25	330750000	10.3	38.6	QAM256	25
1	138750000	3.8	37.4	QAM256	1
2	146750000	3.6	37.4	QAM256	2
3	154750000	3.7	37.4	QAM256	3
4	162750000	3.7	37.6	QAM256	4
5	170750000	3.8	37.6	QAM256	5
6	178750000	4.1	37.6	QAM256	6
7	186750000	4.5	37.6	QAM256	7
8	194750000	4.9	38.6	QAM256	8
9	202750000	4.9	38.6	QAM256	9
10	210750000	5	39	QAM256	10
11	218750000	4.6	39	QAM256	11
12	226750000	4.5	38.6	QAM256	12
13	234750000	4.1	37.6	QAM256	13
14	242750000	3.8	37.6	QAM256	14
15	250750000	3.2	37.4	QAM256	15
16	258750000	4.3	37.4	QAM256	16
17	266750000	6.4	37.6	QAM256	17
18	274750000	9.1	37.6	QAM256	18
19	282750000	9.8	38.6	QAM256	19
20	290750000	10.3	38.6	QAM256	20
21	298750000	10.5	39	QAM256	21
22	306750000	10.7	39	QAM256	22
23	314750000	10.5	38.6	QAM256	23
24	322750000	9.9	39	QAM256	24
26	338750000	10.2	38.6	QAM256	26
27	346750000	10.2	38.6	QAM256	27
28	354750000	9.5	39	QAM256	28
29	362750000	9.1	38.6	QAM256	29
30	370750000	8.3	39	QAM256	30
31	378750000	7.6	38.6	QAM256	31

3.0 Downstream channels

25	Locked	38.605377	0	0
1	Locked	37.355988	0	0
2	Locked	37.355988	0	0
3	Locked	37.355988	3620	0
4	Locked	37.636276	0	0
5	Locked	37.636276	0	0
6	Locked	37.636276	0	0
7	Locked	37.636276	4	0
8	Locked	38.605377	2	0
9	Locked	38.605377	0	0
10	Locked	38.983261	49	0
11	Locked	38.983261	0	0
12	Locked	38.605377	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	37.355988	0	0
16	Locked	37.355988	0	0
17	Locked	37.636276	6598	0
18	Locked	37.636276	0	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.605377	0	0
24	Locked	38.983261	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

33

96

4K

1880

QAM4096

759

3.1 Downstream channels

33

Locked

40

3.4

449294074

1119

[SwimmingDuck]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow

SFID	34826
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	34825
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

Apologies for the spam hope this is enough information 

[Stobbsy74]

Some of your channel power levels are borderline out of spec and are above 10. I'm not saying this is the issue but could be contributing to it. Mine sometimes goes to 11, but I dont really have many if any issues, possibly a reduction in speed to 850.

It will probably need a engineer visit to fix this. Maybe post your upload channel power info as well, as that can effect download speeds.

Also getting errors on some of your download channels? Id try a pin reset and make sure cable connections are tight.

Maybe check to see if any local area faults.

[SwimmingDuck]

Hi Stobbsy74,

Thank you for your reply ill preform a pin reset just before a leave the house this morning and ill check back in with you when I get home shouldn't be long maybe an hour or so. 

this is the upload information you requested

3.0 Upstream channels

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

1	46200000	43.5	5120 KSym/sec	64QAM	3
2	60300000	44	5120 KSym/sec	64QAM	1
3	53700000	44	5120 KSym/sec	64QAM	2
4	39400000	43.5	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

Also the Ookla speedtest results was 470mbps* never goes above 500mbps which is below the minimum guaranteed speed 😕

[Stobbsy74]

Apart from the things Ive already mentioned, I don't see anything standing out to me, but I'm far, far from an expert. Upload is near enough same as mine, I thought it might of been something maybe with the 3.1 channel as you seem to be getting half speed, but I dont think I can see anything jumping out at me.

[SwimmingDuck]

No worries, thank you for your help though 🙂

[Kath_F]

Hi SwimmingDuck, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community although I am sorry to hear that you are having an issue with your speeds. 

Taking a look at your Hub stats this end, you are having a prolonged signal level issue. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,