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biffyg
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30mbps on a 350mbps connection - fine when i call up then speeds drop off

Hi,

Been noticing poor netflix, gaming, slow load on wifi and wired this week. Speedtest showing about 30mbps down and 25mbps up. Called on tuesday and spoke to engineer who 'sent signals' immediately getting 150+ mbps down. Straight after the call it drops off to 60mbps.

Called again today as yesterday afternoon and this morning was really really poor,  zoom calls were breaking and the netflix quality was like something from the 80s. I do run a broadband monitor and I was trying to tell todays tech this but they were having none of it. You can see the packet loss clearly - he was telling me how speeds were allocated differently to different devices and sure enough whilst on the phone and doing a wired speedtest i'm getting 250+ on my laptop. hmmmm.

Last 24Last 24

 

Here are the logs from my superhub if anyone could take a look please? I don't use virgin's wifi but i'm not in modem mode (so i can keep the ports active, i don't have a router/switch), instead i run a unifi access point. One day i'll get round to getting a router.

 

Noticd there a T3 timeout.

TIA

Downstream bonded channels

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

12990000003.540256 qam21
21390000005.838256 qam1
31470000005.840256 qam2
41550000005.640256 qam3
51630000005.540256 qam4
61710000005.640256 qam5
71790000005.540256 qam6
81870000005.540256 qam7
91950000005.540256 qam8
102030000005.340256 qam9
112110000005.340256 qam10
12219000000540256 qam11
132270000004.938256 qam12
142350000004.640256 qam13
152430000004.640256 qam14
162510000004.840256 qam15
172590000004.438256 qam16
18267000000440256 qam17
19275000000438256 qam18
202830000004.140256 qam19
21291000000438256 qam20
223070000003.438256 qam22
233150000004.138256 qam23
243230000004.838256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.3260
2Locked38.9100
3Locked40.9210
4Locked40.3290
5Locked40.3420
6Locked40.3480
7Locked40.3550
8Locked40.3300
9Locked40.3210
10Locked40.9330
11Locked40.3100
12Locked40.3130
13Locked38.9320
14Locked40.3330
15Locked40.3270
16Locked40.3280
17Locked38.9330
18Locked40.3230
19Locked38.9270
20Locked40.3260
21Locked38.9290
22Locked38.6300
23Locked38.9260
24Locked38.9250

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000246512064 qam5
23939999646512064 qam4
34619996646512064 qam3
45369995747.5512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0020
3ATDMA0020
4ATDMA0010

 

 

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lotharmat
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Re: 30mbps on a 350mbps connection - fine when i call up then speeds drop off

The odd T3 is to be expected on a DOCSIS connection.

When was the hub last rebooted? (ie. Are those T3s new) - If they are - they *could* indicate a problem.

As it stands - I can't see any issues with power, SNR, RxMER etc.

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults listed.



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

biffyg
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Re: 30mbps on a 350mbps connection - fine when i call up then speeds drop off

Thanks, yeah those T3s are since reboot on Wednesday. The UK tech said that he thought the superhib may beon the way out  but wanted to see how it behaved. Today's tech didn't mention that at all.

 

I'll try that number but don't think there were any faults when i called up cust serv today.

 

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Adduxi
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Re: 30mbps on a 350mbps connection - fine when i call up then speeds drop off

That BQM says it all, it is showing packet loss and that needs sorted out by VM.

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biffyg
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Re: 30mbps on a 350mbps connection - fine when i call up then speeds drop off

Anyway to get their attention properly? first guy i spoke to seemed interested, second couldn't fob me off any quicker. I've been with virgin a long time so know the ups and downs with equipment and speed but this is just frustrating now.

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Adduxi
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Re: 30mbps on a 350mbps connection - fine when i call up then speeds drop off

Either phone up at 08:00 for shortest queues,  or wait here a day or two for a VM Mod to pick this up.

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biffyg
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Re: 30mbps on a 350mbps connection - fine when i call up then speeds drop off

this is what I'm seeing today.  Packet loss is back again. I had the packet loss monitor on the ps5 last night and it was zero but now I'm seeing the performance issues again.

 

Capture.PNG

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Hayley_S
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Re: 30mbps on a 350mbps connection - fine when i call up then speeds drop off

Hello @biffyg,

Welcome back! Thanks for posting.

I am sorry to see that you are having connection issues.

I can see you have spoken to us on Friday, but refused the Wi-Fi pods which was advised would help with this.

Many thanks,

Hayley
Forum Team



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biffyg
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Re: 30mbps on a 350mbps connection - fine when i call up then speeds drop off

Actually Hayley, I didn't refuse anything on Friday. Fridays call I was fobbed off when I said I had packet loss and was told I was having speed allocated by device which is funny because I run our unifi WiFi network. 

I asked about them on Wednesday as a friend had them just  before virgin publicly released them, I've not had any urge to get them since even if they did look like they worked good. The Cs agent on Wednesday said it was unlikely I needed them and it was  possible my superhub was on the way out. He was the more helpful of the 2 Cs agents last week.

Feel free to have a listen to the calls.... 

 

And I can't see how plume will aid packet loss when the broadband monitor isn't looking at anything to do with WiFi. 

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biffyg
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Re: 30mbps on a 350mbps connection - fine when i call up then speeds drop off

Called CS again. I'm getting pretty reasonable speeds of up to 320mbps over my unifi wifi which is great - the CS agent said there wasn't much he could do about the packet loss, he agreed that anything over 4% was unacceptable and also mentioned the SH may be on the way out - but he can't send an engineer because nothing is obviously wrong from their end and that was his personal pov. Latency has increased from 10am also.

I know i'm a  fair way from the cabinet and also i know I have to have my signal boosted but this has never been like this before so something has changed.

 

Capture.PNG

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