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350mb package but getting 20-30mb

im on 350mb package and get around on average 25mb

I'm a network engineer by trade.

PC is hardwired to router via CAT5e, 1GB connection , latest drivers. Have done local LAN test and can hit 1gb/s on local LAN so its not a network issue internally.

I understand that networks are saturated because of Covid-19 but why i'am i paying for 350 to receive 25mb.

My speedtest is here

https://www.speedtest.net/result/9229849487

I get the same speeds when switching hosts, so its not just that host im receving from.

Ping times to both google and 1.1.1.1 are very high which casues allot of sites to time out.

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Re: 350mb package but getting 20-30mb

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

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: 350mb package but getting 20-30mb

Mike

Coax is from the street then to router, all connections are try and tight.

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
298750000

Locked
Ranged Upstream Channel (Hz)
60300029

Locked
Provisioning State
Online


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 298750000 0.7 38 256 qam 21


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 5 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300029 3.95 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
dJKDHSUBsgvca69834ncxv9873254k;


Primary Downstream Service Flow
SFID
Max Traffic Rate
Max Traffic Burst
Min Traffic Rate


Primary Upstream Service Flow
SFID
Max Traffic Rate
Max Traffic Burst
Min Traffic Rate
Max Concatenated Burst
Scheduling Type

Network Log
Time Priority Description
03/04/2020 09:07:40 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2020 08:25:14 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 23:02:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 20:43:3 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 20:43:3 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 13:44:20 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 11:58:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/03/2020 06:45:41 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 18:57:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 16:48:22 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2020 01:03:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2020 14:20:32 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 01:12:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 15:34:53 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 13:26:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 12:08:6 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 10:05:21 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 22:36:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 17:09:31 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2020 14:33:1 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 4 of 53
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Re: 350mb package but getting 20-30mb

You only have one downstream channel (there should be 24) and one upstream (should be 4), but the power levels look fine so there's no obvious cause for that. The best thing might be to wait for a member of the forum team to respond and take it from there as you're not likely to get through on the phone.

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Message 5 of 53
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Re: 350mb package but getting 20-30mb

As above, but you could try a pin hole reset on the Hub.  It might kick off the sync again and maybe get back all the lost channels.  If you have any customisations save those first, before you pin hole to factory defaults as they will all be lost .....

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Message 6 of 53
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Re: 350mb package but getting 20-30mb

tied the PIN reset method already...still same.

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Message 7 of 53
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Re: 350mb package but getting 20-30mb

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Re: 350mb package but getting 20-30mb

new copied data from router

 

Downstream bonded channels

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

1298750000037256 qam21
2138750000338256 qam1
3146750000336256 qam2
4154750000337256 qam3
51627500002.737256 qam4
61707500002.438256 qam5
7178750000238256 qam6
81867500001.738256 qam7
91947500001.438256 qam8
10202750000137256 qam9
112107500000.937256 qam10
122187500000.737256 qam11
132267500000.536256 qam12
142347500000.438256 qam13
15242750000037256 qam14
16250750000038256 qam15
17258750000-0.238256 qam16
18266750000-0.238256 qam17
19274750000-0.238256 qam18
20282750000-0.238256 qam19
21290750000-0.438256 qam20
22306750000037256 qam22
23314750000037256 qam23
24322750000038256 qam24



Downstream bonded channels

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

1Locked37.6201510
2Locked38.9435681
3Locked36.36034665
4Locked37.6354490
5Locked37.6278418
6Locked38.6284424
7Locked38.619680
8Locked38.6288632
9Locked38.6283479
10Locked37.33129209
11Locked37.33155233
12Locked37.3248139
13Locked36.3256648
14Locked38.62332136
15Locked37.62402426
16Locked38.93308529
17Locked38.62880625
18Locked38.62936475
19Locked38.63213489
20Locked38.63253783
21Locked38.63279794
22Locked37.61829141
23Locked37.311282
24Locked38.6762

0

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1326000004.1512064 qam5
2394000004.1512064 qam4
3462000004.2512064 qam3
4537000004.2512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
dJKDHSUBsgvca69834ncxv9873254k;



Primary Downstream Service Flow

SFID1895
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID25849
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

 

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Message 9 of 53
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Re: 350mb package but getting 20-30mb

Hi tomcoleman,

 

Thanks for posting and apologies for the broadband issues. There is an SNR (signal to noise ratio) issue in the area, fault reference F007910332. The estimated fix date is the 6th April.

 

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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Message 10 of 53
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Re: 350mb package but getting 20-30mb

is this an actual fix or one of those ever lasting "fix date is XX and keeps moving"

I was on virgin before in another area and had issues, got fix dates for around 18 months with nothing happening, dates just moved all the time.

We'll see but i would have a high bet that i'll be posting back in a few days or weeks with the same issue.