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CaptainBeard
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200-240mbp/s download on Ultimate Oomph 550mbp/s package

I am paying for the Ultimate Oomph package, specifically to get the 500-550mbp/s speeds.

I was successfully getting this for a month or so after the initial installation of longer wires at my house.

I am using a Windows 10 Desktop, with 1gbp/s networking card, and a CAT 5e ethernet cable to connect to the router.

I purchased a 3rd party router (£200+) to give stronger distances for WiFi usage around the house we're in.

Prior to purchasing the new router, my speeds dropped to 180-240mbp/s and no matter what I do they will not come back up to what I had previously.

I then fitted the 3rd party router with the superhub set to Modem Mode, and the speed remains unchanged via ethernet.

I have followed along on the unrequired steps via technical support but unfortunately I feel the technical support adviser could not help me with my problem, and refused to escalate to 2nd/3rd line support, or someone more technical.

She kept insisting I reset the router to factory settings, to restart my computer in Safe Mode, and was saying to me that Apple mobile devices 'have better support for internet' than Android devices and even when doing WiFi speed tests on my Google Pixel 4XL, that I shouldn't and I should use an Apple iPhone instead.

It unfortunately was at this point that I lost all faith in her technical expertise.

I believe my technical expertise or my setup is not the problem being a Software Engineer myself.

Virgin Media is capping my internet at half the speed I pay for. Whether that is via a technical fault outside of my house such as via old cabling or me being capped on my speed just to screw me out of money, I don't know.

Can anyone advise on what I can do to remedy this?

Is there a 3rd line support direct number I can call without having to speak to 1st line where I have to go through the same outsourced basic support over and over again?

To clarify, the speed was working as inteded at 500-550 for 1 month, and then dropped for the last 2 months down to 200-240.

Update at 2:05pm - tracert to google.co.uk is missing a hop inside Virgin's network! Is this the cause of my problems?!

image (1).png

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gary_dexter
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Alessandro Volta
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Message 2 of 12
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Re: 200-240mbp/s download on Ultimate Oomph 550mbp/s package

Being a software engineer doesn’t make you a network engineer, proven even more by the fact you said:

”Virgin Media is capping my internet at half the speed I pay for. Whether that is via a technical fault outside of my house such as via old cabling or me being capped on my speed just to screw me out of money, I don't know.”

Post the network, upstream and downstream logs from the hub. 


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legacy1
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Message 3 of 12
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Re: 200-240mbp/s download on Ultimate Oomph 550mbp/s package

Do you really need 500Mb all the time? Test your speed past midnight with only your PC to the hub with Cat6 cable in modem mode.

What own router do you have?

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Eeeps
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Message 4 of 12
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Re: 200-240mbp/s download on Ultimate Oomph 550mbp/s package


@CaptainBeard wrote:

I then fitted the 3rd party router with the superhub set to Modem Mode, and the speed remains unchanged via ethernet.

image (1).png


That traceroute suggests your SH is not in modem mode but that you have just connected a router via its WAN port to your SH in router mode.
(Clue in the 192.168.0.1 second hop).


@CaptainBeard wrote:

Update at 2:05pm - tracert to google.co.uk is missing a hop inside Virgin's network! Is this the cause of my problems?!

No, that's quite normal for core routers to not respond to ICMP.

Please post your modem stats and set up a Thinkbroadband Quality Monitor. This might help indicate the reason for your slowdown.

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CaptainBeard
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Message 5 of 12
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Re: 200-240mbp/s download on Ultimate Oomph 550mbp/s package

@gary_dexter

As my 3rd party router doesn't seem to provide any logs aside from connection logs, I'll switch it back to the virgin hub shortly. Thanks

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CaptainBeard
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Message 6 of 12
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Re: 200-240mbp/s download on Ultimate Oomph 550mbp/s package

@legacy1

I pay for it, therefore I expect it.

I am a gamer, as well as a software engineer. Downloading/installing games and repos happens quite a lot, so I want to reduce as much idle time as possible.

I have the Netgear X6 R8000 - https://www.netgear.co.uk/home/products/networking/wifi-routers/R8000.aspx

Have tested at all hours with only myself being on the network to no avail. Cat 5e cable should be good enough also though, right?

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CaptainBeard
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Message 7 of 12
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Re: 200-240mbp/s download on Ultimate Oomph 550mbp/s package

@Eeeps @gary

Thanks for pointing out the SH being in router mode and not in modem mode - I didn't even notice for the last 5 hours.

Looks like Virgin Media (or some magical ghost somewhere) turned it on to Router Mode when I specifically told them not to multiple times and then just left it like that.

Below are the Upstream, Downstream, Network logs before switching it back to Modem Mode.

Network1.PNG

 

UpstreamUpstream

 

Downstream pic 2Downstream pic 2

 

Downstream pic 1Downstream pic 1

 

Network2.PNG

 

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Emily_G
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Message 8 of 12
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Re: 200-240mbp/s download on Ultimate Oomph 550mbp/s package

Thank you for the post Captainbeard.

 

From what you've shown it looks like there may be some issues with the downstream power levels, I'll pop you over a private message so we can pass security and check to confirm this. We'll then book an engineer appointment in for you if needed.

 

Please respond to this by going to the purple envelope in the top right of your screen.

 

Thank you, Emily.

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CaptainBeard
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Message 9 of 12
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Re: 200-240mbp/s download on Ultimate Oomph 550mbp/s package

Emily arranged an engineer to come round.

The engineer came round and replaced a few sockets on the walls, and added powered splitters. 

Internet speed did not change in the slightest.

Engineer shrugged his shoulders and said he doesn't know how to fix it, and that he doubts Virgin will do anything about it, including the network team.

New Logs indicate that the only thing he 'fixed' has actually returned since he left. Power levels for downstream. He said they were at 0, whereas the downstream log from today says otherwise:

Downstream bonded channels

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

1395000000-4.437256 qam33
2267000000-1.538256 qam17
3275000000-1.738256 qam18
4283000000-1.938256 qam19
5291000000-2.237256 qam20
6299000000-2.237256 qam21
7307000000-2.438256 qam22
8315000000-2.538256 qam23
9323000000-2.737256 qam24
10331000000-2.737256 qam25
11339000000-337256 qam26
12347000000-3.437256 qam27
13355000000-3.737256 qam28
14363000000-3.937256 qam29
15371000000-437256 qam30
16379000000-437256 qam31
17387000000-4.437256 qam32
18403000000-4.737256 qam34
19411000000-4.537256 qam35
20419000000-537256 qam36
21427000000-537256 qam37
22435000000-5.537256 qam38
23443000000-5.737256 qam39
24451000000-5.737256 qam40
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jpeg1
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Message 10 of 12
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Re: 200-240mbp/s download on Ultimate Oomph 550mbp/s package

Your downstream power levels were too low before. They are higher now.

The only valid speed test is with a device connected directly to the Hub and with no other connections running. 

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