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Jonah15
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1Gbps poor speeds

Hi, just starting this thread to get in the queue for hopefully a VM staffer to see and some advice on the stats I’m getting.

I'm a long time user of VM and have gone through different plans across three different properties over the years.  I’ve had a few issues in the past but nothing that hasn’t been resolved in a week or so. 

I recently saw that my 350Mbps service was having extremely bad down/upload (50Mb / 1Mb) spoke to support on the phone and they said there was congestion in my area (22) which was being fixed last week.   At this time I thought I’d also get the upgrade to 1Gbps as this was always going to be my intention at some point this year.

Speeds seemed to stabilise over the weekend just gone and my SH4 come on Tuesday this week.

I connected it up as a straight swap for the SH3, so running in modem mode and connected to my Ubiquiti EdgeRouter 3-lite. 

Now, I wasn’t expecting full 940Mbps / 70Mbps (or whatever the maximum upload should be)  but I was expecting more than what I seemed to be getting. Thinking it might need 12 hours or so to settle down I left it until lunchtime today to get my stats via modem mode. 

I run a few further speed tests this morning and was getting 70-150Mbps / 3Mbps. 

So at lunchtime I run direct to the SH4 in MM, using 2016 Mac with Chrome and Speedtest App :

Greenshot 2021-02-03 16.03.50.pngGreenshot 2021-02-03 16.03.12.png

So a slight improvement from the morning (and possibly some overhead missing from the Mrs uploading files to work) but there is nothing to get excited about, I can live with 450ish Mbps down but that upload really isn't acceptable. 

I have also tested again connecting back into the Ubiquiti EdgeRouter from other parts of the house -  office and loft room both running 1Gb card, cat6 cabling, 1Gb Prosafe and through the Ubiquiti, and for transparency, in the Garden Hut which uses wired cat6 back to the house but then a Netgear powerline to the lounge to get to the main prosafe, the speeds are 70ish Mbps / 3Mbps which are completely expected getting overheads on that connection but wanted to show them anyway. 

I’ll paste the Router Stats taken at lunchtime today.   I've also set up a new BQM / F8lure test now my IP address has changed so will check latency/packet loss over the next 24 hours. 

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Jonah15
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Re: 1Gbps poor speeds

 

Cable Modem Status

 

 

Item

Status

Comments

Cable Modem Status

Online

DOCSIS 3.1

Primary downstream channel

Locked

SC-QAM

Channel Overview

Downstream

Upstream

DOCSIS 3.0 channels

31

4

DOCSIS 3.1 channels

1

0

 

3.0 Downstream channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

30

402750000

7.4

37.6

QAM256

30

1

138750000

8

39

QAM256

1

2

146750000

7.8

38.6

QAM256

2

3

154750000

7.8

38.6

QAM256

3

4

162750000

7.9

38.6

QAM256

4

5

170750000

8

39

QAM256

5

6

178750000

8

39

QAM256

6

7

186750000

8

39

QAM256

7

8

194750000

7.8

39

QAM256

8

9

202750000

7.7

39

QAM256

9

10

210750000

7.4

38.6

QAM256

10

11

218750000

7

39

QAM256

11

12

226750000

6.9

38.6

QAM256

12

13

234750000

7.1

39

QAM256

13

14

242750000

7.2

38.6

QAM256

14

15

250750000

7

39

QAM256

15

16

258750000

7.3

38.6

QAM256

16

17

266750000

7.4

38.6

QAM256

17

18

274750000

7.2

39

QAM256

18

19

282750000

7.2

38.6

QAM256

19

20

290750000

7.4

38.6

QAM256

20

21

298750000

8.1

39

QAM256

21

22

306750000

8.6

39

QAM256

22

23

314750000

8.8

38.6

QAM256

23

24

322750000

8.9

39

QAM256

24

25

330750000

9

38.6

QAM256

25

26

370750000

7.6

38.6

QAM256

26

27

378750000

7.4

39

QAM256

27

28

386750000

7.3

38.6

QAM256

28

29

394750000

7.4

37.6

QAM256

29

31

410750000

7.4

37.6

QAM256

31




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Jonah15
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Message 3 of 24
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Re: 1Gbps poor speeds

3.0 Downstream channels

Channel

Lock Status

RxMER (dB)

Pre RS Errors

Post RS Errors

30

Locked

37.636276

0

0

1

Locked

38.983261

0

0

2

Locked

38.605377

0

0

3

Locked

38.605377

0

0

4

Locked

38.605377

0

0

5

Locked

38.983261

0

0

6

Locked

38.983261

0

0

7

Locked

38.983261

0

0

8

Locked

38.983261

0

0

9

Locked

38.983261

0

0

10

Locked

38.605377

0

0

11

Locked

38.983261

0

0

12

Locked

38.605377

0

0

13

Locked

38.983261

0

0

14

Locked

38.605377

0

0

15

Locked

38.983261

0

0

16

Locked

38.605377

0

0

17

Locked

38.605377

0

0

18

Locked

38.983261

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

25

Locked

38.605377

0

0

26

Locked

38.605377

0

0

27

Locked

38.983261

0

0

28

Locked

38.605377

0

0

29

Locked

37.636276

0

0

31

Locked

37.636276

0

0

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Jonah15
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Re: 1Gbps poor speeds

3.1 Downstream channels

Channel

Channel Width (MHz)

FFT Type

Number of Active Subcarriers

Modulation (Active Profile)

First Active Subcarrier (Hz)

33

86

4K

1680

QAM4096

424

 

3.1 Downstream channels

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

33

Locked

39

7

189421

0

 

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

42.5

5120 KSym/sec

64QAM

3

2

46200000

42.8

5120 KSym/sec

64QAM

1

3

25800000

42.8

5120 KSym/sec

64QAM

4

4

39400000

42.8

5120 KSym/sec

64QAM

2

 

3.0 Upstream channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

US_TYPE_STDMA

0

0

0

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

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Jonah15
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Re: 1Gbps poor speeds

General Configuration

Network access

true

Maximum Number of CPEs

1

Baseline Privacy

true

DOCSIS Mode

3.1

Config file

cmreg-vmdg640-bbt076-b.cm

 

Primary Downstream Service Flow

SFID

110004

Max Traffic Rate

1200000450

Max Traffic Burst

42600

Min Traffic Rate

0

 

Primary Upstream Service Flow

SFID

110003

Max Traffic Rate

55000270

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

bestEffort

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Jonah15
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Re: 1Gbps poor speeds

Network Log

Time

Priority

Description

Thu 01/01/1970 00:01:30

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 02/02/2021 20:38:17

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 02/02/2021 20:41:23

6

SW Download INIT - Via Config file cmreg-vmdg640-bbt076-b.cm

Tue 02/02/2021 20:42:58

6

SW download Successful - Via Config file

Tue 02/02/2021 20:45:35

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:01:29

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 02/02/2021 20:58:13

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 02/02/2021 20:58:24

5

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 02/02/2021 20:58:40

6

CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:01:31

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 02/02/2021 21:06:51

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 02/02/2021 21:22:21

4

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Wed 03/02/2021 13:26:56

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

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Jonah15
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Message 7 of 24
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Re: 1Gbps poor speeds

Still no news on when this congestion will be fixed.

Various calls just puts me into the auto reply of 'There is a known issue in your area and will be fixed by Xpm'   Which is complete cop out of an answer when they know it's congestion.  Various tests in the early morning shows upload speeds can at least get up to ~20Mbps but still nowhere near the minimum throughput promised for the 1Gbps service.  I can't even get through to request discount for lack of service or cancel the 1Gbps package (I'm still within the 14 days) 

BQM and speedtests. 

Greenshot 2021-02-09 10.05.13.pngGreenshot 2021-02-09 10.02.13.pngGreenshot 2021-02-09 10.01.37.png

 

 

 

 

 

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Jonah15
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Message 8 of 24
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Re: 1Gbps poor speeds

4 complete routing drops today and counting.   Lose all external pings / VPN drops and Teams meeting disconnects. 

Called support earlier, after 3 calls in the morning that went straight through to the daily auto message of 'there is a problem in your area and an engineer will fix by 4.40pm' that exact same message as previous days. 

They just repeated the same, it will be fixed by 4.40 today. Completely ignoring the fact that I said that this was the same message as the previous days and that its a standard message they are fobbing people off with.   

@VM staff, can I have a ticket ref for this congestion issue please.  

 

2021-02-10 14_58_25-Broadband Quality Monitor _ thinkbroadband.png2021-02-10 14_58_42-f8lure latency monitoring (l8nc inspired).png2021-02-10 14_59_04-Speedtest by Ookla - The Global Broadband Speed Test.png2021-02-10 15_01_22-proof.ovh.net.png

 

 

 

 

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John_GS
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Message 9 of 24
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Re: 1Gbps poor speeds

Hi Jonah15

 

Thanks for posting. My apologies for the delayed reply and indeed the lower than expected speeds.

 

There is an SNR (signal to noise ratio) issue affecting the service. The fault reference is F008769561. The estimated fix date is the 24th February.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Jonah15
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Message 10 of 24
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Re: 1Gbps poor speeds

Thank you for the reply John, yes it was originally meant to be fixed last week on the 15th apparently, while my out of 9-5 speeds seem to have increased with upload (download still unable to get passed 150Mbps).  I'm still looking at 3Mbps upload during peak times. 

Interestingly, I did get an update email in the week from VM saying that the problem was fixed though : 

"Hello xxx,

We wanted to let you know that we’ve just finished upgrading our fibre network in your area.

This means our broadband is now more consistent and reliable, as well as powered by more energy-efficient technology.

We’ll also be keeping an eye on the connection between your Hub and our network, to help make sure you’re getting the broadband speeds you pay for.Enjoy,
The Virgin Media team"



No mention of compensation for being without a stable service for other a month. I'll be calling again soon no doubt. 


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