Menu
Reply
katucker
  • 9
  • 0
  • 0
Tuning in
529 Views
Message 1 of 8
Flag for a moderator

200mbps still slow after engineer visit

This is the second time I have posted. I've been experiencing slow broadband speeds again even after an engineer came out to fix it who said he could see the problem. Yesterday I lost wireless internet for 3 hours after trying to reboot my router to factory settings (i could connect through ethernet cable) and was on the phone on hold trying to contact virgin help for in total about 2 hours. Somehow it miraculous was fixed and I got speeds of over 200 again only for it to drop again to about 30 after about 30 minutes. I've tested through my ethernet connection and speeds are only slightly better than wireless. It's frustrating as I am now paying more money on my new contract for less services and quite frankly a worse service as Virgin have such terrible deals for their loyal customers! 

Please can someone fix this issue. I'm fed up on being on hold on the phone to your customer services. I appreciate due to covid a number of customer service centres are closed but in a time when people need internet to work from home reliably you'd think a company as big as virgin could do a little better.  

Here are my network diagnostics. 

Network Log

Time

Priority

Description

18/11/2020 16:34:12

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:41

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/11/2020 15:44:33

notice

Touchstone SW Upgrade Reboot Delayed due to Call in Progress;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/11/2020 14:35:2

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/11/2020 23:47:31

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/11/2020 23:44:21

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/11/2020 11:47:31

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/11/2020 21:35:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/11/2020 07:30:16

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/11/2020 11:48:23

critical

Received 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;

07/11/2020 11:47:0

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/11/2020 11:46:57

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/11/2020 11:46:57

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/11/2020 11:46:56

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/11/2020 11:46:56

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/11/2020 11:43:53

critical

Received 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;

07/11/2020 11:41:31

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/11/2020 11:41:27

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/11/2020 11:41:27

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/11/2020 11:41:27

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32599970

43.5

5120

32 qam

5

2

53700111

45.8

5120

64 qam

2

3

39400014

44.3

5120

64 qam

4

4

46200123

45.3

5120

64 qam

3




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

6

37

256 qam

1

2

147000000

6.9

37

256 qam

2

3

155000000

6.6

37

256 qam

3

4

163000000

6.4

37

256 qam

4

5

171000000

6.1

37

256 qam

5

6

179000000

5.5

37

256 qam

6

7

187000000

6.1

37

256 qam

7

8

195000000

6.4

37

256 qam

8

9

203000000

6.1

37

256 qam

9

10

211000000

6

37

256 qam

10

11

219000000

5

37

256 qam

11

12

227000000

5.8

37

256 qam

12

13

235000000

6

37

256 qam

13

14

243000000

5.9

37

256 qam

14

15

251000000

5.9

37

256 qam

15

16

259000000

5

37

256 qam

16

17

267000000

3.7

37

256 qam

17

18

275000000

4.9

37

256 qam

18

19

283000000

5.9

37

256 qam

19

20

291000000

6.3

37

256 qam

20

21

299000000

6.8

37

256 qam

21

22

307000000

4.9

37

256 qam

22

23

315000000

6.5

37

256 qam

23

24

323000000

6.9

37

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

43

0

2

Locked

37.3

21

0

3

Locked

37.6

41

0

4

Locked

37.3

33

0

5

Locked

37.3

81

0

6

Locked

37.3

72

0

7

Locked

37.3

58

0

8

Locked

37.6

88

0

9

Locked

37.6

77

0

10

Locked

37.6

117

0

11

Locked

37.3

208

0

12

Locked

37.6

125

0

13

Locked

37.6

176

0

14

Locked

37.6

149

0

15

Locked

37.6

156

0

16

Locked

37.3

283

0

17

Locked

37.3

389

0

18

Locked

37.3

234

0

19

Locked

37.3

172

0

20

Locked

37.3

229

0

21

Locked

37.6

215

0

22

Locked

37.6

425

0

23

Locked

37.6

262

0

24

Locked

37.3

242

0

 

Thank you in advance and sorry for the grumpy message I'm just getting fed up of the whole saga!

Tags (1)
0 Kudos
Reply
Anonymous
Not applicable
519 Views
Message 2 of 8
Flag for a moderator

Re: 200mbps still slow after engineer visit

If he saw the issue why didn't they fix it?

0 Kudos
Reply
katucker
  • 9
  • 0
  • 0
Tuning in
506 Views
Message 3 of 8
Flag for a moderator

Re: 200mbps still slow after engineer visit

Sorry should have clarified. The engineer did believe he had fixed the issue but evidently not. 

0 Kudos
Reply
Anonymous
Not applicable
502 Views
Message 4 of 8
Flag for a moderator
Helpful Answer

Re: 200mbps still slow after engineer visit


@katucker wrote:

Sorry should have clarified. The engineer did believe he had fixed the issue but evidently not. 


One of your upstream channels is out of spec so, as you say, there is still evidence of an issue:

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32599970

43.5

5120

32 qam

5

2

53700111

45.8

5120

64 qam

2

3

39400014

44.3

5120

64 qam

4

4

46200123

45.3

5120

64 qam

3



John_GS
  • 10.68K
  • 551
  • 975
Forum Team
Forum Team
358 Views
Message 5 of 8
Flag for a moderator

Re: 200mbps still slow after engineer visit

Hi katucker,

 

Thanks for posting. My apologies for the delayed reply and the slower than normal speeds.

 

I've checked the systems today and everything seems fine, all the levels in spec etc. I do hope everything is fixed. 

 

Please do let me know if you still need further assistance.

 

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

katucker
  • 9
  • 0
  • 0
Tuning in
347 Views
Message 6 of 8
Flag for a moderator

Re: 200mbps still slow after engineer visit

HI John, 

I'm sorry but no this isn't fixed. I am now only getting around 20 now and this is the problem. My internet continues to fluctuate, only very occasionally and when I reset my router do I ever get anything near the 200 I pay for. Carl has even responded confirming that some my upstream channels are out of spec so, as you say, there is still evidence of an issue. I've already had an engineer out once to fix this issue but obviously it's not fixed. Please send someone else out to look into this. This has been going on for months now and it's not great service. 

 

Thanks, Kate 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.95K
Alessandro Volta
343 Views
Message 7 of 8
Flag for a moderator

Re: 200mbps still slow after engineer visit

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


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
katucker
  • 9
  • 0
  • 0
Tuning in
294 Views
Message 8 of 8
Flag for a moderator

Re: 200mbps still slow after engineer visit

I'm getting about 60 when I connect directly with an ethernet cable. As soon as I disconnect I'm down to around 30 again. Todays details for reference. Please can I get another engineer out to fix my issue. Thanks

 

 

 

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

139000000

Locked

Ranged Upstream Channel (Hz)

32600000

Locked

Provisioning State

Online

 

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

139000000

5.8

37

256 qam

1

2

147000000

6.5

37

256 qam

2

3

155000000

6.4

37

256 qam

3

4

163000000

6

37

256 qam

4

5

171000000

5.9

37

256 qam

5

6

179000000

5.1

37

256 qam

6

7

187000000

5.9

37

256 qam

7

8

195000000

6.1

37

256 qam

8

9

203000000

5.9

37

256 qam

9

10

211000000

5.9

37

256 qam

10

11

219000000

4.8

37

256 qam

11

12

227000000

5.5

37

256 qam

12

13

235000000

5.9

37

256 qam

13

14

243000000

5.6

37

256 qam

14

15

251000000

5.8

37

256 qam

15

16

259000000

5

37

256 qam

16

17

267000000

4.3

37

256 qam

17

18

275000000

4.9

37

256 qam

18

19

283000000

4.6

37

256 qam

19

20

291000000

5.6

37

256 qam

20

21

299000000

6.4

37

256 qam

21

22

307000000

4.6

37

256 qam

22

23

315000000

6.4

37

256 qam

23

24

323000000

6.6

37

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

924

0

2

Locked

37.6

541

0

3

Locked

37.3

659

0

4

Locked

37.6

513

0

5

Locked

37.3

990

0

6

Locked

37.3

957

0

7

Locked

37.6

895

0

8

Locked

37.6

920

0

9

Locked

37.3

1157

0

10

Locked

37.6

1495

0

11

Locked

37.6

3580

0

12

Locked

37.3

2023

0

13

Locked

37.6

2405

0

14

Locked

37.3

2301

0

15

Locked

37.6

2473

0

16

Locked

37.3

4609

0

17

Locked

37.3

6967

0

18

Locked

37.6

3986

0

19

Locked

37.6

3896

0

20

Locked

37.6

3855

0

21

Locked

37.6

3642

0

22

Locked

37.3

8461

0

23

Locked

37.3

4116

0

24

Locked

37.6

3632

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

40.8

5120

64 qam

5

2

53699995

43

5120

64 qam

2

3

39400000

41.5

5120

64 qam

4

4

46199986

42.5

5120

64 qam

3




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

 

1

ATDMA

0

0

4

0

 

2

ATDMA

0

0

2

0

 

3

ATDMA

0

0

4

0

 

4

ATDMA

0

   

 

Time

Priority

Description

01/12/2020 12:16:48

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/12/2020 04:28:13

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/11/2020 14:15:13

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 16:28:13

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/11/2020 13:50:42

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/11/2020 04:28:13

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/11/2020 10:18:57

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/11/2020 20:08:55

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/11/2020 18:09:53

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/11/2020 16:34:12

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:41

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/11/2020 15:44:33

notice

Touchstone SW Upgrade Reboot Delayed due to Call in Progress;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

17/11/2020 14:35:2

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/11/2020 23:47:31

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/11/2020 23:44:21

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

         

 

0 Kudos
Reply