350mb/s ben average 42mb/s for past 4+ weeks.

[Bebb]

Good AFternoon, having issues with internet for over 4 weeks now, download speeds are terrible under 50mb/s even though contract is 350mb/s. doe various trouble shooting, from virgin help page. changed 2 different etheret cables nothing(these cables works fine tested on 2 different internets) wifi have same terrible speeds, can't be fault in cable. services shows in area all is OK. Router is updated to latest version. got router stats below to look at. had a read forum with similar readings some posts wre answered by admins saying there is issue in line and engineer needs to be called out, will that be the same in my case?

Downstream bonded channels

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

1	227000000	-1.2	31	256 qam	12
2	139000000	-1.4	35	256 qam	1
3	147000000	0	34	256 qam	2
4	155000000	-1	32	256 qam	3
5	163000000	-0.2	33	256 qam	4
6	171000000	0	32	256 qam	5
7	179000000	0.2	31	256 qam	6
8	187000000	0.2	33	256 qam	7
9	195000000	-0.4	33	256 qam	8
10	203000000	-0.5	34	256 qam	9
11	211000000	-1.9	34	256 qam	10
12	235000000	0	36	256 qam	13
13	243000000	-0.5	36	256 qam	14
14	251000000	0.4	36	256 qam	15
15	259000000	-0.5	36	256 qam	16
16	267000000	0.5	37	256 qam	17
17	275000000	-0.7	36	256 qam	18
18	283000000	1.4	37	256 qam	19
19	291000000	0.4	36	256 qam	20
20	299000000	2	37	256 qam	21
21	307000000	1.2	37	256 qam	22
22	315000000	2.5	37	256 qam	23
23	323000000	1.9	37	256 qam	24

Downstream bonded channels

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

1	Locked	31.4	1146076948	4492998
2	Locked	35.5	-1632216785	1653158
3	Locked	34.4	-988745220	20311712
4	Locked	32.3	513297078	22800983
5	Locked	34	-272805929	37624164
6	Locked	32.6	-1252651251	9133825
7	Locked	31.9	715207747	11391498
8	Locked	33.4	1077588358	10165843
9	Locked	33.4	-1720394460	6773123
10	Locked	34.3	-722390485	121600
11	Locked	34.3	-1564214845	328496
12	Locked	36.3	109567579	50601
13	Locked	36.3	82054935	45773
14	Locked	36.3	2130608163	39680
15	Locked	36.6	61995866	43249
16	Locked	37.3	29685466	38654
17	Locked	36.3	26595802	47114
18	Locked	37.3	21613159	63082
19	Locked	36.6	19414057	47037
20	Locked	37.6	12824811	30538
21	Locked	37.6	8798833	24528
22	Locked	37.6	5552605	25883
23	Locked	37.3	8246160	16830

Network Log

Time Priority Description

18/02/2023 16:40:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2023 16:37:4	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2023 16:36:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2023 16:36:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2023 13:08:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2023 12:57:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2023 12:57:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:21:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:21:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:21:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:21:29	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:21:25	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:21:20	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:21:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:20:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:20:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:20:1	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:20:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:19:49	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2023 17:19:40	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

can someone help, is there anything else i can do or try to convince Vrigin customer service team that they are wrong and there is issue outside my cables and routers!?

Thanks

[Client62]

Looking at the Downstream channels huge numbers of Pre RS and Post Rs errors have been recorded.   Some of the Downstream SNR values are 33 and below which is below the preferred range.

Looking at the Upstream channels only 2 are connected (where 4 or 5 are normal) and the Power level the Hub 3 is transmitting at is too high well above the normal level.   The Hub is working very hard to be heard at the street cabinet.

Check for a known local fault on 0800 561 0061

Failing that a Virgin Media engineer will needed to address the signal levels & SNR issues.

[Megan_L]

Hi Bebb, 

Thanks for using the forums to get this issue with your broadband connection looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you. 

I have already checked your services on my side and I can see that your Hub's channels are way out of spec, which means an engineer is needed to visit your home. 

I can get this booked in for you over a PM 👨‍🔧 Which I'll gladly send over now!

Speak to you soon.

Thanks,

Megan_L