Virgin Media Community

[xHesketh]

Hi

I've been getting on average a 150mb speed, despite paying for 500mb for months now. This is set to test once every hour and only 1 hour in a day is actually 500mb, every other time is below 150mb. On top of this, I'm getting ping that randomly starts to spike from 30 to 450 constantly throughout the day. THIS IS WIRED ON A VARIETY OF DEVICES.

The speed is unacceptable for the package and price I am paying, not to mention I can't play games anymore because the ping makes them unplayable. Today I couldn't even load a webpage. I've got work I need to do from home, I like to play games to relax and I can barely do either, something needs to be done about this. It's practically a scam at this point.

I am currently in modem mode with a new router connected to try and solve the problems myself. It helps Wi-Fi but ping and ethernet still haven't been solved.

Below and in replys is broadband quality monitor, speedtests, upstream, downstream etc.

Downstream bonded channels

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

1	266750000	10.3	38	256 qam	17
2	138750000	11.5	38	256 qam	1
3	146750000	11.1	38	256 qam	2
4	154750000	10.8	38	256 qam	3
5	162750000	10	38	256 qam	4
6	170750000	9.5	38	256 qam	5
7	178750000	8.9	38	256 qam	6
8	186750000	8.4	38	256 qam	7
9	194750000	8	38	256 qam	8
10	202750000	7.6	38	256 qam	9
11	210750000	7.5	38	256 qam	10
12	218750000	7.3	38	256 qam	11
13	226750000	7.6	38	256 qam	12
14	234750000	8.1	38	256 qam	13
15	242750000	8.5	38	256 qam	14
16	250750000	9	38	256 qam	15
17	258750000	9.6	38	256 qam	16
18	274750000	10.4	38	256 qam	18
19	282750000	10.3	38	256 qam	19
20	290750000	10.5	38	256 qam	20
21	298750000	10.8	38	256 qam	21
22	306750000	11	38	256 qam	22
23	314750000	11	38	256 qam	23
24	322750000	11.1	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	11	0
2	Locked	38.9	133	0
3	Locked	38.9	75	0
4	Locked	38.9	171	0
5	Locked	38.9	213	0
6	Locked	38.9	84	0
7	Locked	38.9	6	0
8	Locked	38.6	5	0
9	Locked	38.9	527	23
10	Locked	38.6	8	0
11	Locked	38.6	9	0
12	Locked	38.6	14	0
13	Locked	38.6	19	0
14	Locked	38.6	53	0
15	Locked	38.6	14	0
16	Locked	38.9	44	0
17	Locked	38.9	12	0
18	Locked	38.9	24	0
19	Locked	38.9	24	0
20	Locked	38.9	20	0
21	Locked	38.6	24	0
22	Locked	38.9	20	0
23	Locked	38.9	30	0
24	Locked	38.9	28	0

Upstream bonded channels

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

1	46200092	38.8	5120	64 qam	2
2	32600000	39.3	5120	64 qam	4
3	53700009	39.5	5120	64 qam	1
4	39399922	39.5	5120	64 qam	3

Upstream bonded 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

[xHesketh]

Speed tests

ID	TIME	DOWNLOAD	UPLOAD	PING
102	30/04/2021, 01:00:21	524.48424	36.25612	26.901
101	30/04/2021, 00:00:34	108.055776	35.491352	15.957
100	29/04/2021, 23:00:35	154.611216	15.16032	22.821
99	29/04/2021, 22:00:24	77.561384	22.92516	17.489
98	29/04/2021, 21:00:27	192.711248	17.967608	19.873
97	29/04/2021, 20:00:26	248.192664	12.334512	24.49
96	29/04/2021, 19:00:35	125.084616	13.419296	35.933
95	29/04/2021, 18:00:35	75.861984	20.491296	20.894
94	29/04/2021, 17:00:33	418.683976	21.011832	20.721
93	29/04/2021, 16:00:28	483.896048	18.631048	22.4
92	29/04/2021, 15:00:30	102.387784	25.563152	16.753
91	29/04/2021, 14:00:38	112.369928	31.105464	18.818
90	29/04/2021, 13:00:32	106.179016	33.348296	19.97
89	29/04/2021, 12:00:21	100.063016	31.132696	22.593
88	29/04/2021, 11:00:26	87.781128	24.470576	19.204
87	29/04/2021, 10:00:20	544.591176	35.378848	21.229
86	29/04/2021, 09:00:24	92.490008	36.850048	17.299
85	29/04/2021, 08:00:17	89.646096	36.796096	16.784
84	29/04/2021, 07:00:26	62.744464	36.513664	18.14
83	29/04/2021, 06:00:20	144.688176	36.577736	16.185
82	29/04/2021, 05:00:22	71.582408	35.11424	19.687
81	29/04/2021, 04:00:21	79.937392	36.712336	16.728
80	29/04/2021, 03:00:23	70.170536	36.727896	22.242
79	29/04/2021, 02:00:35	121.93016	36.601216	16.761
78	29/04/2021, 01:00:23	155.234272	36.059584	16.516
77	29/04/2021, 00:00:25	66.616352	25.77664	17.675
76	28/04/2021, 23:00:27	462.143032	18.248272	21.288
75	28/04/2021, 22:00:24	58.695424	9.9118	21.198
74	28/04/2021, 21:00:37	62.13296	8.512464	18.315
73	28/04/2021, 20:00:36	353.13236	7.945464	27.391
72	28/04/2021, 19:00:36	75.117184	15.59024	19.219
71	28/04/2021, 18:00:23	75.296536	28.965968	16.548
70	28/04/2021, 17:00:22	40.64892	16.524528	23.172
69	28/04/2021, 16:00:25	124.642712	18.528904	18.213
68	28/04/2021, 15:00:28	83.586096	29.391664	20.428
67	28/04/2021, 14:00:24	83.162376	31.587776	16.003
66	28/04/2021, 13:00:29	72.573656	22.670912	20.708
65	28/04/2021, 12:00:26	99.837424	31.154728	20.956
64	28/04/2021, 11:00:26	66.44988	31.598064	16.184
63	28/04/2021, 10:00:28	85.771808	25.59896	18.163
62	28/04/2021, 09:00:25	99.878952	36.879464	18.827
61	28/04/2021, 08:00:26	140.34416	36.668048	18.725
60	28/04/2021, 07:00:21	67.019424	36.888856	20.325
59	28/04/2021, 06:00:21	532.297992	36.5556	20.372
58	28/04/2021, 05:00:19	84.833248	35.2298	16.531
57	28/04/2021, 04:00:21	77.967536	36.746792	16.639
56	28/04/2021, 03:00:26	109.513656	35.961216	19.302
55	28/04/2021, 02:00:18	108.350824	36.61664	16.103
54	28/04/2021, 01:00:26	112.329816	36.712512	16.697
53	28/04/2021, 00:00:27	488.717688	27.082824	19.986
52	27/04/2021, 23:00:38	131.376328	21.11468	19.664
51	27/04/2021, 22:00:21	114.575496	17.04296	21.119
50	27/04/2021, 21:00:34	111.045672	11.433792	19.325
49	27/04/2021, 20:00:29	185.209216	12.80768	24.672
48	27/04/2021, 19:00:25	69.586944	16.162224	19.855
47	27/04/2021, 18:00:25	63.263176	17.986176	16.961
46	27/04/2021, 17:00:31	93.559008	30.264184	17.424
45	27/04/2021, 16:00:34	74.253816	24.030544	17.193
44	27/04/2021, 15:00:27	86.157896	35.509992	18.329
43	27/04/2021, 14:00:24	88.498504	36.706944	16.211
42	27/04/2021, 13:00:28	61.614056	35.208544	19.165
41	27/04/2021, 12:00:26	80.036464	36.905296	16.261
40	27/04/2021, 11:00:34	91.731992	33.272552	18.842
39	27/04/2021, 10:00:22	543.84112	36.828536	19.035
38	27/04/2021, 09:00:27	70.045152	36.88048	16.312
37	27/04/2021, 08:00:22	83.499232	36.293848	16.807
36	27/04/2021, 07:00:25	179.293696	36.657536	17.045
35	27/04/2021, 06:00:25	53.506184	36.155512	16.588
34	27/04/2021, 05:00:34	163.169112	36.762792	18.825
33	27/04/2021, 04:00:18	89.645992	36.865192	16.693
32	27/04/2021, 03:00:26	75.275688	36.733256	19.331
31	27/04/2021, 02:00:27	117.129088	36.786496	16.16
30	27/04/2021, 01:00:25	114.282968	36.86956	18.814
29	27/04/2021, 00:00:21	109.518168	36.639208	15.852

[xHesketh]

Time Priority Description

30/04/2021 01:06:56	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 03:45:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 12:17:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 03:02:10	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 12:06:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 12:06:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 20:21:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 15:29:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 01:59:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:29:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 23:35:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 15:29:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 13:40:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:42:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 19:45:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 04:15:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 21:56:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 16:15:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2021 16:19:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 17:08:45	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

There is a problem on your connection. Many of your down channels are on power levels above the recommended max of +10dBmV. It will need a tech visit to adjust these.

Call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate).

Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

A VM person should pick this up here and respond, but it can take a few days for them to get here.

[Tom_F]

Hi xHesketh, thanks for getting in touch.

Sorry to hear about the issues you've had with your connection. I wasn't able to help using your forum details alone - so I'll get in touch via PM and will be able to help further from there.

Tom 

[Tom_F]

Thanks for getting back to me @xHesketh. I'm unsure why this wasn't resolved for you today - however I've booked a follow-up visit with a senior engineer for Wednesday. You can reschedule via your online account if needed (virg.in/myVM) please keep us posted with how you get on.

Tom

[xHesketh]

Hi, the engineer came around today and attempted to fix the problem. I'm afraid the issue is still present. The speedtests are still showing our speeds are well below average and the ping issue still remains. I'm not sure what to say but we've had two engineers come out and I'm still in the same boat as before.

[risc19]

You don't happen to be in the reading area do you?

[Katie_WT]

Hi there @xHesketh

Thanks for popping back with the update - I have located your account and can see that the technician has advise that some internal wiring was causing some interference that was replaced. Tests we're done with you and speeds we're looking to be spot on at the time of the visit along with no issues with the ping.  Notes advise that all specifications were within range. 

Did you spot the issue once the technician had left? Can you advise what speeds you are now getting over a wired connection since the visit? 

We can see that you are back in modem mode; how are things in Hub mode; any better? 

Cheers

[xHesketh]

Hi,

Yes, when the technician was here the speed was fine, although, after he left it was straight back to having issues. This happened the last time too, which I know sounds like I'm dumb but below this message I'll post the speedtests since then so you don't have to take my word for it. I'll post the broadband monitor screenshot too for ping, although, this doesn't do a good of a job at representing the spikes but still shows them. The spike in things like games, where it matters more, are a lot more impactful and worse since you are around 30ish and suddenly bump to over 400 for a second, it's not far from just getting dissconnected.

I have tried the router in both Hub and Modem mode. The outcome doesn't change. I had it in Hub mode for a day, modem mode for a day, and all issues remain regardless. The modem mode is purely because I need it for work and to get better wifi ranges, nothing else changes, I can assure you after testing and being advised about trying Hub mode previously, that it's not the issue.

Below is the speedtests and 2 broadband quality montiors on 2 seperate machines

ID	Time	Download	Upload	Ping	More
254	06/05/2021, 14:00:25	302.300344	36.3644	19.373
253	06/05/2021, 13:00:26	514.04332	34.022048	26.509
252	06/05/2021, 12:00:19	94.706552	35.606352	16.892
251	06/05/2021, 11:00:34	85.212224	25.455984	21.178
250	06/05/2021, 10:00:24	95.008024	36.767056	16.092
249	06/05/2021, 09:00:18	100.449576	36.92048	17.288
248	06/05/2021, 08:00:22	81.257096	36.891048	16.287
247	06/05/2021, 07:00:28	109.41316	36.616952	16.143
246	06/05/2021, 06:00:19	136.097752	36.88224	16.979
245	06/05/2021, 05:00:28	200.26728	36.910312	19.828
244	06/05/2021, 04:00:27	175.558664	36.19208	18.136
243	06/05/2021, 03:00:24	75.465624	36.884552	16.066
242	06/05/2021, 02:00:22	140.01928	36.884944	16.612
241	06/05/2021, 01:00:21	224.823632	36.75284	15.847
240	06/05/2021, 00:00:25	91.369072	25.93944	18.215
239	05/05/2021, 23:00:23	130.703208	25.582136	19.925
238	05/05/2021, 22:00:37	87.603576	13.956312	23.941
237	05/05/2021, 21:00:22	67.9376	19.395488	17.581
236	05/05/2021, 20:00:26	99.86456	15.551472	21.233
235	05/05/2021, 19:00:32	184.28144	15.336104	31.393
234	05/05/2021, 18:00:29	65.854608	21.909656	18.001
233	05/05/2021, 17:00:27	61.765464	19.106864	18.152
232	05/05/2021, 16:00:30	383.470408	30.98776	22.068
231	05/05/2021, 15:00:31	77.04912	36.307736	18.863
230	05/05/2021, 14:00:32	197.818384	35.864336	21.482
229	05/05/2021, 13:00:25	77.316448	34.199184	17.787
228	05/05/2021, 12:00:32	89.61564	25.837784	18.038
227	05/05/2021, 11:00:29	95.36488	31.55292	18.876
226	05/05/2021, 10:58:56	546.164552	31.333384	17.019
225	05/05/2021, 10:00:30	248.260592	24.867568	18.083
224	05/05/2021, 09:17:49	536.409192	36.781736	21.877
223	05/05/2021, 09:00:21	77.069216	31.320448	18.307
222	05/05/2021, 08:00:26	80.888424	36.725176	16.524
221	05/05/2021, 07:00:27	208.963616	34.595808	16.803
220	05/05/2021, 06:00:25	188.299064	36.887648	19.564
219	05/05/2021, 05:00:22	97.467744	36.89368	15.669
218	05/05/2021, 04:00:19	145.418768	36.837792	16.209
217	05/05/2021, 03:00:20	345.441736	36.852912	15.718
216	05/05/2021, 02:00:23	209.529216	36.837944	15.852
215	05/05/2021, 01:00:18	262.37788	36.604576	15.821
214	05/05/2021, 00:00:25	224.635352	34.339208	16.857