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xHesketh
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500mb getting 150mb average with spiking 30-450ms ping for months

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

126675000010.338256 qam17
213875000011.538256 qam1
314675000011.138256 qam2
415475000010.838256 qam3
51627500001038256 qam4
61707500009.538256 qam5
71787500008.938256 qam6
81867500008.438256 qam7
9194750000838256 qam8
102027500007.638256 qam9
112107500007.538256 qam10
122187500007.338256 qam11
132267500007.638256 qam12
142347500008.138256 qam13
152427500008.538256 qam14
16250750000938256 qam15
172587500009.638256 qam16
1827475000010.438256 qam18
1928275000010.338256 qam19
2029075000010.538256 qam20
2129875000010.838256 qam21
223067500001138256 qam22
233147500001138256 qam23
2432275000011.138256 qam24



Downstream bonded channels

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

1Locked38.6110
2Locked38.91330
3Locked38.9750
4Locked38.91710
5Locked38.92130
6Locked38.9840
7Locked38.960
8Locked38.650
9Locked38.952723
10Locked38.680
11Locked38.690
12Locked38.6140
13Locked38.6190
14Locked38.6530
15Locked38.6140
16Locked38.9440
17Locked38.9120
18Locked38.9240
19Locked38.9240
20Locked38.9200
21Locked38.6240
22Locked38.9200
23Locked38.9300
24Locked38.9280

Upstream bonded channels

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

14620009238.8512064 qam2
23260000039.3512064 qam4
35370000939.5512064 qam1
43939992239.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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xHesketh
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Re: 500mb getting 150mb average with spiking 30-450ms ping for months

Speed tests


IDTIMEDOWNLOADUPLOADPING 
10230/04/2021, 01:00:21524.4842436.2561226.901 
10130/04/2021, 00:00:34108.05577635.49135215.957 
10029/04/2021, 23:00:35154.61121615.1603222.821 
9929/04/2021, 22:00:2477.56138422.9251617.489 
9829/04/2021, 21:00:27192.71124817.96760819.873 
9729/04/2021, 20:00:26248.19266412.33451224.49 
9629/04/2021, 19:00:35125.08461613.41929635.933 
9529/04/2021, 18:00:3575.86198420.49129620.894 
9429/04/2021, 17:00:33418.68397621.01183220.721 
9329/04/2021, 16:00:28483.89604818.63104822.4 
9229/04/2021, 15:00:30102.38778425.56315216.753 
9129/04/2021, 14:00:38112.36992831.10546418.818 
9029/04/2021, 13:00:32106.17901633.34829619.97 
8929/04/2021, 12:00:21100.06301631.13269622.593 
8829/04/2021, 11:00:2687.78112824.47057619.204 
8729/04/2021, 10:00:20544.59117635.37884821.229 
8629/04/2021, 09:00:2492.49000836.85004817.299 
8529/04/2021, 08:00:1789.64609636.79609616.784 
8429/04/2021, 07:00:2662.74446436.51366418.14 
8329/04/2021, 06:00:20144.68817636.57773616.185 
8229/04/2021, 05:00:2271.58240835.1142419.687 
8129/04/2021, 04:00:2179.93739236.71233616.728 
8029/04/2021, 03:00:2370.17053636.72789622.242 
7929/04/2021, 02:00:35121.9301636.60121616.761 
7829/04/2021, 01:00:23155.23427236.05958416.516 
7729/04/2021, 00:00:2566.61635225.7766417.675 
7628/04/2021, 23:00:27462.14303218.24827221.288 
7528/04/2021, 22:00:2458.6954249.911821.198 
7428/04/2021, 21:00:3762.132968.51246418.315 
7328/04/2021, 20:00:36353.132367.94546427.391 
7228/04/2021, 19:00:3675.11718415.5902419.219 
7128/04/2021, 18:00:2375.29653628.96596816.548 
7028/04/2021, 17:00:2240.6489216.52452823.172 
6928/04/2021, 16:00:25124.64271218.52890418.213 
6828/04/2021, 15:00:2883.58609629.39166420.428 
6728/04/2021, 14:00:2483.16237631.58777616.003 
6628/04/2021, 13:00:2972.57365622.67091220.708 
6528/04/2021, 12:00:2699.83742431.15472820.956 
6428/04/2021, 11:00:2666.4498831.59806416.184 
6328/04/2021, 10:00:2885.77180825.5989618.163 
6228/04/2021, 09:00:2599.87895236.87946418.827 
6128/04/2021, 08:00:26140.3441636.66804818.725 
6028/04/2021, 07:00:2167.01942436.88885620.325 
5928/04/2021, 06:00:21532.29799236.555620.372 
5828/04/2021, 05:00:1984.83324835.229816.531 
5728/04/2021, 04:00:2177.96753636.74679216.639 
5628/04/2021, 03:00:26109.51365635.96121619.302 
5528/04/2021, 02:00:18108.35082436.6166416.103 
5428/04/2021, 01:00:26112.32981636.71251216.697 
5328/04/2021, 00:00:27488.71768827.08282419.986 
5227/04/2021, 23:00:38131.37632821.1146819.664 
5127/04/2021, 22:00:21114.57549617.0429621.119 
5027/04/2021, 21:00:34111.04567211.43379219.325 
4927/04/2021, 20:00:29185.20921612.8076824.672 
4827/04/2021, 19:00:2569.58694416.16222419.855 
4727/04/2021, 18:00:2563.26317617.98617616.961 
4627/04/2021, 17:00:3193.55900830.26418417.424 
4527/04/2021, 16:00:3474.25381624.03054417.193 
4427/04/2021, 15:00:2786.15789635.50999218.329 
4327/04/2021, 14:00:2488.49850436.70694416.211 
4227/04/2021, 13:00:2861.61405635.20854419.165 
4127/04/2021, 12:00:2680.03646436.90529616.261 
4027/04/2021, 11:00:3491.73199233.27255218.842 
3927/04/2021, 10:00:22543.8411236.82853619.035 
3827/04/2021, 09:00:2770.04515236.8804816.312 
3727/04/2021, 08:00:2283.49923236.29384816.807 
3627/04/2021, 07:00:25179.29369636.65753617.045 
3527/04/2021, 06:00:2553.50618436.15551216.588 
3427/04/2021, 05:00:34163.16911236.76279218.825 
3327/04/2021, 04:00:1889.64599236.86519216.693 
3227/04/2021, 03:00:2675.27568836.73325619.331 
3127/04/2021, 02:00:27117.12908836.78649616.16 
3027/04/2021, 01:00:25114.28296836.8695618.814 
2927/04/2021, 00:00:21109.51816836.63920815.852
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xHesketh
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Re: 500mb getting 150mb average with spiking 30-450ms ping for months

xHesketh_0-1619745805305.png

Time Priority Description

30/04/2021 01:06:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 03:45:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 12:17:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 03:02:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 12:06:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2021 12:06:6Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 20:21:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 15:29:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 01:59:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 03:29:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 23:35:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 15:29:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 13:40:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 13:42:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 19:45:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 04:15:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 21:56:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2021 16:15:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/04/2021 16:19:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 17:08:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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jbrennand
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Message 4 of 13
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Re: 500mb getting 150mb average with spiking 30-450ms ping for months

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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Tom_F
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Message 5 of 13
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Re: 500mb getting 150mb average with spiking 30-450ms ping for months

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 

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Tom_F
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Re: 500mb getting 150mb average with spiking 30-450ms ping for months

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

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xHesketh
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Message 7 of 13
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Re: 500mb getting 150mb average with spiking 30-450ms ping for months

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.

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risc19
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Message 8 of 13
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Re: 500mb getting 150mb average with spiking 30-450ms ping for months

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

My Broadband Ping - Virgin Lagfest Modem Mode
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Katie_WT
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Message 9 of 13
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Re: 500mb getting 150mb average with spiking 30-450ms ping for months

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

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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xHesketh
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Message 10 of 13
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Re: 500mb getting 150mb average with spiking 30-450ms ping for months

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

xHesketh_0-1620308541139.pngxHesketh_1-1620308549736.png

IDTimeDownloadUploadPingMore
25406/05/2021, 14:00:25302.30034436.364419.373 
25306/05/2021, 13:00:26514.0433234.02204826.509 
25206/05/2021, 12:00:1994.70655235.60635216.892 
25106/05/2021, 11:00:3485.21222425.45598421.178 
25006/05/2021, 10:00:2495.00802436.76705616.092 
24906/05/2021, 09:00:18100.44957636.9204817.288 
24806/05/2021, 08:00:2281.25709636.89104816.287 
24706/05/2021, 07:00:28109.4131636.61695216.143 
24606/05/2021, 06:00:19136.09775236.8822416.979 
24506/05/2021, 05:00:28200.2672836.91031219.828 
24406/05/2021, 04:00:27175.55866436.1920818.136 
24306/05/2021, 03:00:2475.46562436.88455216.066 
24206/05/2021, 02:00:22140.0192836.88494416.612 
24106/05/2021, 01:00:21224.82363236.7528415.847 
24006/05/2021, 00:00:2591.36907225.9394418.215 
23905/05/2021, 23:00:23130.70320825.58213619.925 
23805/05/2021, 22:00:3787.60357613.95631223.941 
23705/05/2021, 21:00:2267.937619.39548817.581 
23605/05/2021, 20:00:2699.8645615.55147221.233 
23505/05/2021, 19:00:32184.2814415.33610431.393 
23405/05/2021, 18:00:2965.85460821.90965618.001 
23305/05/2021, 17:00:2761.76546419.10686418.152 
23205/05/2021, 16:00:30383.47040830.9877622.068 
23105/05/2021, 15:00:3177.0491236.30773618.863 
23005/05/2021, 14:00:32197.81838435.86433621.482 
22905/05/2021, 13:00:2577.31644834.19918417.787 
22805/05/2021, 12:00:3289.6156425.83778418.038 
22705/05/2021, 11:00:2995.3648831.5529218.876 
22605/05/2021, 10:58:56546.16455231.33338417.019 
22505/05/2021, 10:00:30248.26059224.86756818.083 
22405/05/2021, 09:17:49536.40919236.78173621.877 
22305/05/2021, 09:00:2177.06921631.32044818.307 
22205/05/2021, 08:00:2680.88842436.72517616.524 
22105/05/2021, 07:00:27208.96361634.59580816.803 
22005/05/2021, 06:00:25188.29906436.88764819.564 
21905/05/2021, 05:00:2297.46774436.8936815.669 
21805/05/2021, 04:00:19145.41876836.83779216.209 
21705/05/2021, 03:00:20345.44173636.85291215.718 
21605/05/2021, 02:00:23209.52921636.83794415.852 
21505/05/2021, 01:00:18262.3778836.60457615.821 
21405/05/2021, 00:00:25224.63535234.33920816.857 
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