Menu
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
575 Views
Message 1 of 10
Flag for a moderator

350mb package but getting 25mb

We have the 350mb package but the last 2 weeks have been horrendous. Tried everything including restting the Hub. Trying to work from home and currently getting 11mb between 3 of us. At best getting 25-30mb at 3am in the morning. Getting fustrated as cant contact anyone, the online tests error at 26% everytime and paying for a service we cant use. Any one any other ideas?

0 Kudos
Reply
Highlighted
  • 300
  • 126
  • 106
Forum Team
Forum Team
569 Views
Message 2 of 10
Flag for a moderator
Helpful Answer

Re: 350mb package but getting 25mb

Hi,

Please PM me with your account number and postcode and I will look into it for you.


Here to help! I'm a technician helping out whilst working from home. Find out more


Highlighted
  • 4.75K
  • 871
  • 1.26K
Very Insightful Person
Very Insightful Person
566 Views
Message 3 of 10
Flag for a moderator

Re: 350mb package but getting 25mb

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 amout 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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 126
  • 33
  • 34
Forum Team (Retired)
Forum Team (Retired)
560 Views
Message 4 of 10
Flag for a moderator

Re: 350mb package but getting 25mb

Hi, im Craig a Virgin Media field engineer, the speeds that your currently getting are they over wifi or hard wired connection. If over wifi can you check what speeds your getting using a LAN cable direct into your laptop. Ive sent you a PM


Here to help! I'm a technician helping out whilst working from home. Find out more


0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
549 Views
Message 5 of 10
Flag for a moderator

Re: 350mb package but getting 25mb

Downstream bonded channels

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

11390000004.938256 qam1
21470000004.638256 qam2
31550000004.438256 qam3
4163000000438256 qam4
51710000004.338256 qam5
6179000000438256 qam6
71870000003.738256 qam7
81950000003.238256 qam8
9203000000338256 qam9
102110000002.738256 qam10
112190000002.237256 qam11
122270000001.737256 qam12
13235000000237256 qam13
142430000002.237256 qam14
152510000002.237256 qam15
162590000001.937256 qam16
17267000000237256 qam17
182750000002.737256 qam18
192830000003.437256 qam19
202910000003.237256 qam20
212990000003.237256 qam21
223070000003.437256 qam22
233150000004.137256 qam23
243230000004.137256 qam24



Downstream bonded channels

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

1Locked38.6200
2Locked38.9420
3Locked38.6410
4Locked38.6580
5Locked38.6390
6Locked38.6400
7Locked38.6440
8Locked38.9270
9Locked38.9400
10Locked38.6310
11Locked37.6310
12Locked37.6440
13Locked37.6350
14Locked37.6320
15Locked37.6480
16Locked37.3680
17Locked37.6550
18Locked37.6450
19Locked37.6280
20Locked37.6330
21Locked37.3450
22Locked37.6440
23Locked37.3480
24Locked37.6520
0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
548 Views
Message 6 of 10
Flag for a moderator

Re: 350mb package but getting 25mb

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000005.4512064 qam12
2462000075.4512064 qam11


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
547 Views
Message 7 of 10
Flag for a moderator

Re: 350mb package but getting 25mb

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
ewrkldJKDHSUBsgvca69834ncxv9873254k



Primary Downstream Service Flow

SFID140
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID139
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

0 Kudos
Reply
Highlighted
  • 5
  • 0
  • 0
Joining in
546 Views
Message 8 of 10
Flag for a moderator

Re: 350mb package but getting 25mb

Network Log

Time Priority Description

28/03/2020 01:17:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 10:26:50ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2020 12:41:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2020 09:48:33noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2020 09:48:32ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/03/2020 03:50:18ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 22:22:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 21:52:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 11:23:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2020 09:55:45ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 17:03:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/03/2020 16:22:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 14:23:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/03/2020 07:30:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/03/2020 23:55:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/03/2020 01:11:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2020 13:43:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/03/2020 13:43:41ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2020 16:49:33ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 4.75K
  • 871
  • 1.26K
Very Insightful Person
Very Insightful Person
518 Views
Message 9 of 10
Flag for a moderator

Re: 350mb package but getting 25mb

Hello

Thank you for the stats, looking at these straight away I can see that your upstream power levels are way over the specs and will need an engineer to resolve.

Regards Mike

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 3.89K
  • 234
  • 428
Forum Team
Forum Team
466 Views
Message 10 of 10
Flag for a moderator

Re: 350mb package but getting 25mb

Hi Holmes_82,

 

Thank you for reaching out to us in our community, I am sorry to see you are suffering with slow WiFi speeds, I would like to invite yo into a private chat, I will send you an invite shortly, please click on the purple envelope to accept.

 

Regards

 

Paul.

0 Kudos
Reply