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Broadband not reaching minimum guaranteed upload and download speeds

We pay for the M350 broadband package which has a expected download speed range of 368-381 Mbps with minimum guaranteed download speed of 181 Mbps. The expected upload speed range is 35-37 Mbps.

Our download speed never exceeds circa 50 Mbps and our upload speed never exceeds 25 Mbps.

We have spoken on multiple occasions with the Virgin Media Broadband help desk who only seem to recommend restarting / factory resetting the Hub 3.0, but to no effect. 

We think the problem must be at the exchange / server, but have no way of checking or trying to resolve.

Would be greatly appreciative if you could look into our issues, our postcode is SK9 2SS.

Many Thanks

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Re: Broadband not reaching minimum guaranteed upload and download speeds

Hi,

Could you paste the routers status page into a reply on this thread. To do this type 192.168.0.1 into your web browsers address bar once on the page it will ask you to login you dont need to do this just below the login box there should be a small message saying >Check Router Status copy all the information shown on the page not including the network log this link reaches so we can have a better look in to your issue

Hope this helps
Jake
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Re: Broadband not reaching minimum guaranteed upload and download speeds

Is this Wired or Wifi speed ?

If wifi 2.4GHz or 5 GHz range ?

How are you testing ?

--
Red (VM SH2 AC Beta tester)
Running on 500Mb VM service with SH3 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
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Re: Broadband not reaching minimum guaranteed upload and download speeds

Hi Jake,

This is what i am getting : 

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
25800181
Locked
Provisioning State
Online
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Re: Broadband not reaching minimum guaranteed upload and download speeds

Hi again Rick,

There should be multiple tabs across the top of the white box on that page please click into each and copy the details. The heading should be Status Upstream Downstream Configuration and Network Log we will need all of these

Hope this helps
Jake
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Re: Broadband not reaching minimum guaranteed upload and download speeds

Hi Jake,

Here is the rest of the information: (Part 1)

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1138750000-0.738256 qam1
2146750000-0.738256 qam2
3154750000-138256 qam3
4162750000-1.438256 qam4
5170750000-1.238256 qam5
6178750000-1.438256 qam6
7186750000-1.738256 qam7
8194750000-1.738256 qam8
9202750000-1.738256 qam9
10210750000-1.738256 qam10
11218750000-238256 qam11
12226750000-2.238256 qam12
13234750000-2.538256 qam13
14242750000-2.538256 qam14
15250750000-2.438256 qam15
16258750000-2.538256 qam16
17266750000-2.938256 qam17
18274750000-338256 qam18
19282750000-2.938256 qam19
20290750000-338256 qam20
21298750000-3.238256 qam21
22306750000-3.438256 qam22
23314750000-3.238256 qam23
24322750000-3.438256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9130
2Locked38.950
3Locked38.950
4Locked38.910
5Locked38.980
6Locked38.9130
7Locked38.9260
8Locked38.960
9Locked38.660
10Locked38.640
11Locked38.940
12Locked38.6100
13Locked38.990
14Locked38.650
15Locked38.970
16Locked38.970
17Locked38.970
18Locked38.950
19Locked38.960
20Locked38.950
21Locked38.9110
22Locked38.650
23Locked38.600
24Locked38.950

 

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1258001814.3512064 qam12
2462000004.475512064 qam8
3394000544.45512064 qam9
4325999904.375512064 qam11


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
 
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Re: Broadband not reaching minimum guaranteed upload and download speeds

Part 2:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u-b.cm



Primary Downstream Service Flow

SFID456832
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID456831
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

 
Network LogTime Priority Description
14/04/2020 09:37:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 17:13:31ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2020 21:17:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2020 06:00:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2020 20:09:58ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2020 12:57:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2020 10:47:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2020 19:22:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/04/2020 12:56:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 23:41:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 10:21:47ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 08:23:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2020 07:03:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2020 02:51:44ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2020 15:16:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/03/2020 01:59:48ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 18:07:16ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 13:46:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 10:14:46ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2020 06:56:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks

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Re: Broadband not reaching minimum guaranteed upload and download speeds

Hi again,

Ok everything here looks to be all good and in spec and the Hub is set to the correct speeds. Can i ask when performing the speed test which device you use the location in the house and if it is wired via ethernet or on WiFi? We only guarantee our speeds to the Hub via a wired connection and generally recognize speed tests from Speedtest.net or Fast.com to be reliable and accurate. Try a speed test with it set up like this and let me know what you get in the mean time Please PM me your account details; Account number, account holders name, 1st line of address, Site ID/Area code, CM MAC for Hub . To PM me go to this link https://community.virginmedia.com/t5/notes/composepage/note-to-user-id/729024 and ill be happy to look in to it for you.

Hope this helps
Jake
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I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
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Want to save £50 off your bill by referring a friend? Send me a PM and I'll let you know how!


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Re: Broadband not reaching minimum guaranteed upload and download speeds

Hi again,

There is currently a Broadband Fault in your area. Remedy Ticket: F007961544 Date opened 17/04/20 19:03 Estimated End Date 27/04/20 09:00 This may affect your speeds and reliability of the BB service and also Tv Catch UP Interactive and On Demand services

Hope this helps
Jake
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I am a Virgin Media Field Technician. All and any advice given is based on my experience in the field or my personal experiences with my own set up at home. If my answer was helpful to you please Mark as helpful or consider leaving the post some Kudos.
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Want to save £50 off your bill by referring a friend? Send me a PM and I'll let you know how!


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