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45MB when paying for 350MB

I have recently upgraded my service from 200mb to 350mb and since then my speed keeps dropping drastically, this never happened before when I had 200mb speeds. I have been onto service status all fine done usual turn off and back on plus using the pin at the back and i'm lost. The test I have just done is using my NVidia shield and using the ethernet cable. Thanks Laura

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Alessandro Volta
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Re: 45MB when paying for 350MB

What speed do you get at >> speedtest.net << with a direct connection using a Cat 5E/6 cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Can you Login to the Hub Settings and navigate to the Connected Devices page - what does it report the 'connection speed’ as for the cable connected device you used for the speed test ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Re: 45MB when paying for 350MB

why would i have to disconnect all devices, would that include cctv, virgin box, ps4, and all Wi-Fi connections etc if so that shouldn't be right that to get full speed I can only have 1 device hardwired. I used to get 209MB wireless when I was paying for the 200mb and all devices were connected then. Thanks Laura

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Re: 45MB when paying for 350MB

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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Very Insightful Person
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Message 5 of 15
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Re: 45MB when paying for 350MB

you disconnect the other devices do you get a true test and no nothing else is using the internet.

Wireless can change from second to second so what you used to get doesn't tell you anything.

you need to test with a wired connection. VM only guarantees speeds by wired. Wireless speeds are not included in the minimum speed guarantee

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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Forum Team
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Re: 45MB when paying for 350MB

Hi Laurakelly1989

 

Welcome to the Community and thank you for posting. 

 

I am sorry to hear you have experienced a drop in speeds since making changes to your package. This is not what we would expect to happen and appreciate it must be frustrating. 

 

Have you been able to run the tests as suggested by the Community members? If yes, please pop the results on here and we will be happy to assist. 

 

Thanks 

 

 

 

 

Nat
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Re: 45MB when paying for 350MB

DOWNSTREAM

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

1331000000338256 qam25
22670000004.838256 qam17
32750000004.838256 qam18
42830000004.338256 qam19
52910000003.738256 qam20
62990000003.538256 qam21
7307000000338256 qam22
8315000000338256 qam23
9323000000338256 qam24
103390000003.238256 qam26
113470000003.238256 qam27
123550000003.238256 qam28
133630000003.238256 qam29
143710000003.238256 qam30
153790000003.538256 qam31
163870000003.538256 qam32
173950000003.538256 qam33
184030000003.438256 qam34
194110000003.438256 qam35
204190000002.738256 qam36
214270000002.538256 qam37
224350000001.738256 qam38
23443000000138256 qam39
244510000001.238256 qam40



Downstream bonded channels

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

1Locked38.900
2Locked38.650
3Locked38.650
4Locked38.650
5Locked38.900
6Locked38.6110
7Locked38.6100
8Locked38.650
9Locked38.650
10Locked38.650
11Locked38.600
12Locked38.960
13Locked38.640
14Locked38.640
15Locked38.900
16Locked38.650
17Locked38.940
18Locked38.660
19Locked38.940
20Locked38.900
21Locked38.950
22Locked38.900
23Locked38.660
24Locked38.900
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Re: 45MB when paying for 350MB

UPSTREAM

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

13260000941.8512064 qam13
23940002442.3512064 qam12
34619996943.8512064 qam11
45369996946.3512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: 45MB when paying for 350MB

Time Priority Description

21/11/2020 13:13:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 13:12:12Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2020 00:55:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 13:37:40noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 13:37:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 05:05:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 01:37:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 01:37:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:19:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 17:06:50noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 17:06:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 12:14:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 13:05:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 13:05:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 13:05:10ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:15:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 02:34:55noticeSW download Successful - Via NMS
06/11/2020 02:33:14noticeSW Download INIT - Via NMS
05/11/2020 02:45:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 02:44:57Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 10 of 15
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Re: 45MB when paying for 350MB

Your HUB stats don't look bad at all to be honest, however that doesn't mean there isn't an issue with your line/local area!

Hopefully the BQM I mentioned/suggested above will show an issue.

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