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SnakeInMyBoot
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500mbps only receiving 200mbps through Ethernet well below 258mpbs speed guarantee. What can I do?

On August 4th 2020 I had engineers come over and install new T6 boxes from tivo and upgrade me to 500mbps from 350mbps. After he authenticated my router to receive the 500mbps signal he said it could take up to 24 hours to come into effect. After 24 hours of seeing no difference, I rebooted the superhub and still no change. I'm a software engineer and rely on high bandwidth for work and paying for a brand new contract and installation fee and not recieving the bare minimum speed OFCOM requires Virgin to provide (258mbps) is a major let down.

I mostly wrote this to warn others of the flakiness of customer service as if you are like me you will search the customer experiences when changing packages. I've submitted a written complaint which of course Virgin just respond with a prewritten email that tells you to do things that I've already done. I called up the same thing being told again and again to reboot my hub which I do.

I've also received multiple Desync errors and T3/T4 timeouts before installation which I made the engineers aware of and they said they can't do anything.

Last-ditch effort to get some community advice on the forums as Virgins own customer service is unable to do anything to help.

Here are my Hub stats:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12030000007.540256 qam9
22110000007.540256 qam10
32190000007.440256 qam11
4227000000738256 qam12
52350000006.938256 qam13
62430000006.638256 qam14
72510000006.538256 qam15
82590000006.538256 qam16
92670000006.538256 qam17
102750000006.838256 qam18
112830000006.940256 qam19
122910000006.938256 qam20
13299000000738256 qam21
14307000000740256 qam22
15315000000740256 qam23
163230000007.140256 qam24
173310000007.140256 qam25
183390000007.440256 qam26
193470000007.340256 qam27
203550000007.340256 qam28
213630000007.440256 qam29
223710000007.340256 qam30
233790000007.138256 qam31
243870000006.840256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.3370
2Locked40.3340
3Locked40.3310
4Locked38.9260
5Locked38.9440
6Locked38.9490
7Locked38.9380
8Locked38.9390
9Locked38.9430
10Locked38.9350
11Locked40.3310
12Locked38.9370
13Locked38.9730
14Locked40.3290
15Locked40.3500
16Locked40.3770
17Locked40.3640
18Locked40.3740
19Locked40.3616
20Locked40.3750
21Locked40.3520
22Locked40.3450
23Locked38.94415
24Locked40.3730

 

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SnakeInMyBoot
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Re: 500mbps only receiving 200mbps through Ethernet well below 258mpbs speed guarantee. What can I do?

Some of the errors I've been receiving Can provide a bigger log if needed.

Time Priority Description

06/08/2020 17:34:25noticeLAN login Success;CM-VER=3.0;
05/08/2020 08:02:58criticalNo Ranging Response received - T3 time-out;CM-VER=3.0;
04/08/2020 23:39:37noticeLAN login Success;CM-VER=3.0;
04/08/2020 15:56:28Warning!Lost MDD Timeout;CM-VER=3.0;
04/08/2020 15:56:24criticalSYNC Timing Synchronization failure - Loss of VER=3.0;
04/08/2020 15:56:24Warning!RCS Partial Service;CM-VER=3.0;
04/08/2020 15:56:23criticalSYNC Timing Synchronization failure - Loss of VER=3.0;
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Anonymous
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Re: 500mbps only receiving 200mbps through Ethernet well below 258mpbs speed guarantee. What can I do?

Could you post the upstream data?

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SnakeInMyBoot
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Re: 500mbps only receiving 200mbps through Ethernet well below 258mpbs speed guarantee. What can I do?

Yh sure, I'm having no issues with upstream tho, it's even overperforming getting consistent 37mbps upload even at peak times. 

Channel        Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1326001094.4512064 qam5
2394000274.4512064 qam4
3536998604.425512064 qam2
4461999114.425512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Lee_R
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Re: 500mbps only receiving 200mbps through Ethernet well below 258mpbs speed guarantee. What can ...

Hi SnakeInMyBoot, thanks for posting and welcome to our community.

I am sorry you're having issues with your download speeds. I would like to take a closer look. To enable me to do so, I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

 

Lee_R

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