Virgin Media Community

[Wedgeh]

Hello,

I've been experiencing cripplingly slow broadband speeds for a week now. This makes it incredibly frustrating during these work from home times. I'm on the M350 package, but I barely scrape 20 down and 2 up, on a wired ethernet connection.

I've reset the router, hard reset via the button, refreshed and renewed my IP, flushed the DNS, changed the ethernet cable and even swapped the cable between the wall box and router due to having a spare from a home move. I've ensured the cabling is not damaged and connected tightly on each socket. Nothing I do seems to alleviate the situation.

I'm pasting the upstream, downstream and network logs from the hub 3.0 to which I hope someone sheds some light on this.

Thanks in advance.

Downstream

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

1	371000000	9	40	256 qam	28
2	251000000	8.6	40	256 qam	15
3	259000000	8.9	40	256 qam	16
4	267000000	8.8	40	256 qam	17
5	275000000	9	40	256 qam	18
6	283000000	9.4	40	256 qam	19
7	291000000	9.8	40	256 qam	20
8	299000000	9.9	40	256 qam	21
9	307000000	9.6	40	256 qam	22
10	315000000	10	40	256 qam	23
11	323000000	10.3	40	256 qam	24
12	347000000	8.8	40	256 qam	25
13	355000000	8.9	40	256 qam	26
14	363000000	9.1	40	256 qam	27
15	379000000	9	40	256 qam	29
16	387000000	9	40	256 qam	30
17	395000000	9.1	40	256 qam	31
18	403000000	9.1	40	256 qam	32
19	411000000	9	40	256 qam	33
20	419000000	8.6	40	256 qam	34
21	427000000	9	40	256 qam	35
22	435000000	8.9	40	256 qam	36
23	443000000	8.6	40	256 qam	37
24	451000000	8.5	40	256 qam	38

Upstream

Upstream bonded channels

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

1	60300024	4.25	5120	64 qam	1
2	39399979	4.025	5120	64 qam	4
3	46200021	4.075	5120	64 qam	3
4	53699988	4.275	5120	64 qam	2

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

Network log

Network Log

Time Priority Description

22/04/2020 17:05:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:42:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2020 01:59:55	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2020 19:34:56	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2020 12:37:55	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 13:58:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2020 08:36:19	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[-tony-]

nothing there really stands out - the downstream levels are towards the max which is +10 but are within it - maybe its that - some of the techs on here will comment

post the second page from the downstream - see if thats ok

[Wedgeh]

Thanks for the quick response Tony. Here's the 2nd part of downstream.

Downstream bonded channels

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

1	Locked	40.9	6	0
2	Locked	40.9	0	0
3	Locked	40.9	5	0
4	Locked	40.9	0	0
5	Locked	40.9	5	0
6	Locked	40.3	5	0
7	Locked	40.9	5	0
8	Locked	40.9	3	0
9	Locked	40.9	0	0
10	Locked	40.9	14	0
11	Locked	40.9	0	0
12	Locked	40.9	6	0
13	Locked	40.3	5	0
14	Locked	40.9	4	0
15	Locked	40.3	5	0
16	Locked	40.9	6	0
17	Locked	40.9	5	0
18	Locked	40.9	5	0
19	Locked	40.9	5	0
20	Locked	40.9	0	0
21	Locked	40.9	0	0
22	Locked	40.9	5	0
23	Locked	40.3	5	0
24	Locked	40.3	2	0

[-tony-]

assuming they are not just after a reboot they are fine - you have tried most things - i can suggest a couple more

try different test sites - try a different browser - some say that can be the problem - run a speed test in modem mode and finally run the same modem mode speed test with a wired pc in safe mode

if all those come back slow then we are both pulling hair out

[Wedgeh]

Thanks again Tony.

Unfortunately, switching to modem mode made no difference. Edge, Chrome, Firefox and Opera still hit the same issue, approx 20 down and 2 up on speedtest.net.

Downloads via Steam around 2 megabytes a sec which would match up with the 20 down. Speedtest for Stadia from Google also gave the same result of 20mb down.

Also tried a laptop on 5G wireless along with my Pixel 3 XL, they also report the same speedtest result when going back to router mode and enabling the wireless. I feel, as you've suggested, that a Tech agent may need to look at this.

[-tony-]

ok - last input from me i guess - try a full reset - a full 30 sec on button - it will revert all settings to default so anything you have changed will have to be setup again - main thing is splitting the wifi bands and turning off smart wifi 

run another speed test and see if that helps

[Wedgeh]

Unfortunately, still hitting the same issue. Hard reset for 30 seconds, set up all the wifi again, disabled smart wifi and separated 2.4 and 5g SSIDs. Still getting 20 down and 2 up on a wired connection.

I tried some traceroutes to a handful of websites and they're all timing out after the 3rd hop four a couple of jumps. Not sure if this may be related. Thanks for looking into this though Tony, really appreciate it. Fingers crossed a Tech views it soon.

Microsoft Windows [Version 10.0.18362.778]
(c) 2019 Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>tracert bbc.co.uk

Tracing route to bbc.co.uk [151.101.192.81]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 192.168.0.1
2 10 ms 9 ms 9 ms 10.229.208.1
3 11 ms 10 ms 9 ms gate-core-2a-xe-714-0.network.virginmedia.net [62.252.7.25]
4 * * * Request timed out.
5 * * * Request timed out.
6 16 ms 16 ms 15 ms tcl5-ic-5-ae0-0.network.virginmedia.net [62.254.84.66]
7 20 ms 19 ms 25 ms 157.52.127.10
8 17 ms 15 ms 14 ms 151.101.192.81

Trace complete.

C:\WINDOWS\system32>tracert google.co.uk

Tracing route to google.co.uk [216.58.204.227]
over a maximum of 30 hops:

1 1 ms 1 ms 2 ms 192.168.0.1
2 10 ms 8 ms 7 ms 10.229.208.1
3 23 ms 12 ms 8 ms gate-core-2a-xe-714-0.network.virginmedia.net [62.252.7.25]
4 * * * Request timed out.
5 18 ms 16 ms 15 ms tele-ic-8-ae5-0.network.virginmedia.net [62.252.224.94]
6 15 ms 21 ms 15 ms 126-14-250-212.static.virginm.net [212.250.14.126]
7 17 ms 22 ms 17 ms 74.125.242.65
8 22 ms 20 ms 19 ms 172.253.71.199
9 21 ms 21 ms 17 ms par21s06-in-f227.1e100.net [216.58.204.227]

Trace complete.

C:\WINDOWS\system32>tracert twitch.tv

Tracing route to twitch.tv [151.101.194.167]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 10 ms 9 ms 8 ms 10.229.208.1
3 14 ms 10 ms 21 ms gate-core-2a-xe-1102-0.network.virginmedia.net [80.0.146.21]
4 * * * Request timed out.
5 * * * Request timed out.
6 18 ms 21 ms 17 ms tcl5-ic-5-ae0-0.network.virginmedia.net [62.254.84.66]
7 19 ms 19 ms 19 ms 157.52.127.10
8 18 ms 16 ms 14 ms 151.101.194.167

Trace complete.

C:\WINDOWS\system32>

[legacy1]

Looks like VM QoS is working here just not enough bandwidth to go around.

[Wedgeh]

Well time of day definitely does not affect this problem. I'd say this is day 7/8 with crippling internet, speedtested around 2am, still getting the 20 down 2 up, then again at 9:30 this morning with the same result.

Trying to get through on the phone is nigh on impossible currently, so hoping a tech agent views this soon.

[Martin_N]

Hi Wedgeh,

Thank you for your post and welcome to the community.

I'm sorry to hear about the issue you're having. 

I have taken a look on our side and am unable to see any issues on the account. At this point I would advise giving our team a call on 150/0345 454 1111 so they can check over the billing side of things to ensure everything is in order. 

^Martin