40mbps instead of 500mbps / Capped Speed / Fair Usage Policy

[jackie1001]

I have an issue with my virgin media broadband. I'm approx 4 months into my 500mbps contract and after the first month my speeds have dropped drastically from 500-560mbps to 43mbps. This i believe is a hard cap placed by virgin media as i am a heavy user. Downloading and Uploading 2-3TB a month. I edit YouTube videos and other media types.

There is 'nothing actually wrong' with my line or modem. I believe I have just been hit by virgin medias traffic management / fair usage policy. This has not been confirmed by virgin, but every time i call virgin, the first thing they look at or mention is my usage and they proceed to offer to upgrade me to 1gbps which wont help me been capped or send a technician out, which also will not help in my situation as there's nothing wrong with my equipment.

Over the last 3 months I have gone through phone calls and one technician came out and replaced my hub 5 for a hub 4 (not that, that would help in my case).

I'm at the end of my whits with all this and just want to cancel my contract without any penalty fees.

By the way, if you search 'virgin 40mbps' you will see other people in a similar situation.

What options do i have in this case? as i am not getting the speeds i am paying for.

[carl_pearce]

There are no caps / fair usage policies in place with VM.

https://assets.virginmedia.com/help/assets/documents/Virgin_Fibre_Traffic_Management_Key_Facts_Indic...

I've used more than 16.5TB in the last 30 days.

[jackie1001]

Hi Carl, I have read the traffic management document. But on speaking to virgin they said they have the right to throttle traffic as its in my terms and conditions.

I have no other explanation for why my speeds are been consistently capped at 43mbps. I am connected by 2m long cat6 cable. if i leave it, and don't use the internet heavy, i am uncapped and able max out my 500mbps plan. Then shortly after hit by the cap again.

Can i ask are you on the 1gig plan? Maybe 1gig users are in a different classification.

[carl_pearce]

Yes, I am on Gig1, however there are no policies in place as mentioned.

CS are just trying to upsell a customer that clearly has an issue with their line or equipment.

What does this site show?

https://samknows.com/realspeed/

[jackie1001]

[jackie1001]

Todays Speeds

[carl_pearce]

If you access your hub on 192.168.0.1, click the 'Check router status' option (Don't sign in), you should have access to several tabs containing the HUB stats. Can you copy paste this data into several posts so we/VM can review?

[jackie1001]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	0	1

3.0 Downstream channels

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

25	331000000	-0.2	32	QAM256	25
1	139000000	2.9	30.6	QAM256	1
2	147000000	2.3	30.4	QAM256	2
3	155000000	2.4	30.4	QAM256	3
4	163000000	2.3	30.8	QAM256	4
5	171000000	1.6	30.6	QAM256	5
6	179000000	2.1	31.2	QAM256	6
7	187000000	1.7	30.6	QAM256	7
8	195000000	2	31.1	QAM256	8
9	203000000	2.2	31.7	QAM256	9
10	211000000	2.2	32	QAM256	10
11	219000000	1.9	31.4	QAM256	11
12	227000000	1.9	31.7	QAM256	12
13	235000000	2.2	32.3	QAM256	13
14	243000000	1.9	32.2	QAM256	14
15	251000000	1.5	30.9	QAM256	15
16	259000000	2	32.2	QAM256	16
17	267000000	1.6	32.2	QAM256	17
18	275000000	0.7	32	QAM256	18
19	283000000	0.7	32.2	QAM256	19
20	291000000	0.5	32	QAM256	20
21	299000000	0.6	32	QAM256	21
22	307000000	0.8	32.2	QAM256	22
23	315000000	0.6	32.3	QAM256	23
24	323000000	0.1	32.3	QAM256	24
26	339000000	-0.3	32	QAM256	26
27	347000000	-0.1	32.3	QAM256	27
28	355000000	-0.8	31.6	QAM256	28
29	363000000	-1	31.7	QAM256	29
30	371000000	-1.3	31.3	QAM256	30
31	379000000	-1	31.4	QAM256	31

3.0 Downstream channels

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

25	Locked	31.993563	0	0
1	Locked	30.589052	0	0
2	Locked	30.366289	0	0
3	Locked	30.420918	0	0
4	Locked	30.823864	0	0
5	Locked	30.646576	0	0
6	Locked	31.201750	0	0
7	Locked	30.646576	0	0
8	Locked	31.072100	0	0
9	Locked	31.688669	0	0
10	Locked	31.993563	0	0
11	Locked	31.403784	0	0
12	Locked	31.688669	0	0
13	Locked	32.321487	0	0
14	Locked	32.237156	0	0
15	Locked	30.884605	0	0
16	Locked	32.237156	0	0
17	Locked	32.237156	0	0
18	Locked	31.993563	0	0
19	Locked	32.237156	0	0
20	Locked	31.993563	0	0
21	Locked	31.993563	0	0
22	Locked	32.237156	0	0
23	Locked	32.321487	0	0
24	Locked	32.321487	0	0
26	Locked	31.993563	0	0
27	Locked	32.321487	0	0
28	Locked	31.615677	0	0
29	Locked	31.688669	0	0
30	Locked	31.335388	0	0
31	Locked	31.403784	0	0

[jackie1001]

3.0 Upstream channels

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

1	43100000	43	5120 KSym/sec	QAM64	2
2	23600000	41.5	5120 KSym/sec	QAM64	5
3	30100000	42	5120 KSym/sec	QAM64	4
4	36600000	42.5	5120 KSym/sec	QAM64	3
5	49600000	43.5	5120 KSym/sec	QAM64	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

38.2

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

[jackie1001]

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	kfoA,.iyewrkldJKDHSUBsgvc

Primary Downstream Service Flow

SFID	252
Max Traffic Rate	575000000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	251
Max Traffic Rate	38520000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort