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2MB/s on 100MB package in Cheltenham

This is the worst I've ever seen. I pay £43 a month for THIS? Tried all the service check things and says it's fine. It is not fine. Why is Virgin so crap? I think it's time to leave.

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Re: 2MB/s on 100MB package in Cheltenham

Hello
Thank for joining in on the forum, we will try the best to get your issue resolved.

How are you doing the speedtest is it either wired or wireless, wired is always the best option. If wired can you please do the following :-

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

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Re: 2MB/s on 100MB package in Cheltenham

Sorry if this is the wrong info.

267000000275000000283000000291000000299000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID1718192021222324
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)2.292.032.342.092.281.572.181.91
RxMER (dB)37.9437.3637.3636.8437.9437.640.0037.64
Pre RS Errors1317298098518348324732536026106542924676
Post RS Errors4836517514092232601971119658344019103

 

  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID5687
Frequency (Hz)60300000537000003940000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)51.0051.0051.0051.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts5001
T4 Timeouts0000

 

Network AccessAllowed
Maximum Number of CPEs1
Baseline PrivacyEnabled
DOCSIS ModeEuroDOCSIS 3.0
Config File 

Primary Downstream Service Flow

SFID50070
Max Traffic Rate117000047 bps
Max Traffic Burst42600 bytes
Min Traffic Rate0 bps

Primary Upstream Service Flow

SFID50069
Max Traffic Rate10500047 bps
Max Traffic Burst16320 bytes
Min Traffic Rate0 bps
Max Concatenated Burst16320 bytes
Scheduling TypeBest Effort



07/06/2020 23:18:52 GMT07/06/2020 23:18:52 GMTWarning (5)90000200CSFR Detect - Expired Content Submitted ; LAN Interface
07/06/2020 23:18:27 GMT07/06/2020 23:18:27 GMTWarning (5)90000200CSFR Detect - Expired Content Submitted ; LAN Interface
07/06/2020 23:18:12 GMT07/06/2020 23:18:12 GMTWarning (5)90000200CSFR Detect - Expired Content Submitted ; LAN Interface
07/06/2020 23:17:59 GMT07/06/2020 23:17:59 GMTWarning (5)90000200CSFR Detect - Expired Content Submitted ; LAN Interface
07/06/2020 23:17:49 GMT07/06/2020 23:17:49 GMTWarning (5)90000200CSFR Detect - Expired Content Submitted ; LAN Interface
07/06/2020 23:17:01 GMT07/06/2020 23:17:01 GMTWarning (5)90000200CSFR Detect - Expired Content Submitted ; LAN Interface
07/06/2020 23:16:48 GMT07/06/2020 23:16:48 GMTWarning (5)90000200CSFR Detect - Expired Content Submitted ; LAN Interface
04/06/2020 23:11:02 GMT04/06/2020 23:11:02 GMTWarning (5)84020200Lost MDD Timeout
04/06/2020 23:11:02 GMT04/06/2020 23:11:02 GMTWarning (5)84020200Lost MDD Timeout
04/06/2020 23:11:02 GMT04/06/2020 23:11:02 GMTWarning (5)84020200Lost MDD Timeout
04/06/2020 23:11:02 GMT04/06/2020 23:11:02 GMTWarning (5)84020200Lost MDD Timeout
04/06/2020 23:11:02 GMT04/06/2020 23:11:02 GMTWarning (5)84020200Lost MDD Timeout
04/06/2020 23:11:02 GMT04/06/2020 23:11:02 GMTWarning (5)84020200Lost MDD Timeout
04/06/2020 23:11:02 GMT04/06/2020 23:11:02 GMTWarning (5)84020200Lost MDD Timeout
04/06/2020 23:11:01 GMT04/06/2020 23:11:01 GMTWarning (5)84020200Lost MDD Timeout
04/06/2020 23:10:57 GMT04/06/2020 23:10:57 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
04/06/2020 23:10:56 GMT04/06/2020 23:10:56 GMTCritical (3)84000500SYNC Timing Synchronization failure - Loss of Sync
04/06/2020 22:32:06 GMT04/06/2020 22:32:06 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
04/06/2020 22:31:29 GMT04/06/2020 22:31:29 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
04/06/2020 22:30:54 GMT04/06/2020 22:30:54 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
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Re: 2MB/s on 100MB package in Cheltenham

Where is the data for down channels 1-16?

Your upstream power levels are all maxed out, channel 23 looks odd too and the down RS error counts are high - might be historical accumulation so...

Can you reboot the Hub check the error counts have all reset to 0 and then repost ALL of the data.

Also, in the meantime. Set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take an hour or two to start seeing a sensible picture.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: 2MB/s on 100MB package in Cheltenham

Hi HorseFeathers

 

Thanks for posting and apologies for the lower than expected speeds. No issues are showing on our system. I can see you have an older hub. Would you like to replace this free of charge to a hub 3 router?

 

Kind regards,

John_GS
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Re: 2MB/s on 100MB package in Cheltenham

New hub won't help.

Upstream levels are maxed out and requires an engineering visit.

Perhaps the engineer might upgrade the modem at the same time as correcting the levels.

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Re: 2MB/s on 100MB package in Cheltenham

Good afternoon HorseFeathers

 

Upon having further checks done, i will need arrange for an engineer visit to be sent. Will PM now to sort.

 

Kind regards,

John_GS
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