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Broadband speed less than 10% of advertised speed

I've followed all virgin troubleshooting guides to no avail. Router has been pinhole reset. Restarted after 30 seconds turned off. Relocated in my living room and is now more than 1m away from other wireless devices. All cables firmly secured and fitted. 

Sadly I cannot test a cabled connection, as I no longer own devices that use a cable except my ps5 and chromecast. Neither of these allow me to conduct a speed test, so I must settle for a wireless test. 

My phone is capable of 1gb speeds, and on the odd (freakishly lucky) occasion, I've obtained a speed of over 500mbps (what I pay for) so I know it is possible with my current set up. 

Preamble over - with the above in mind, why can I normally not get a speed of over 20mbps? This is making my Google Stadia almost unplayable in 4k streaming. 

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Re: Broadband speed less than 10% of advertised speed

Various possibilities exist, but to get to the bottom of this you'll have to assist us.

This will be much easier if you've got a PC, laptop, Mac or Chromebook.  Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  All we need is the contents of the three titled Downstream, Upstream, Network log, and we need you to select, copy and post these as text, not screenshots.

If you're on a keyboard, open the Downstream tab.  Select all the text (Ctrl-A), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  If you're using a touchscreen you can still do this, it's just a bit of a faff.

And in the meanwhile, setup a BQM.  We might not need it, but as it takes time to collect data best to get it going now.

 

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Re: Broadband speed less than 10% of advertised speed

Thanks Andruser, 

 

Is this what you needed?

 

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

1 138750000 1.9 38 256 qam 1

2 146750000 2.2 38 256 qam 2

3 154750000 2.2 38 256 qam 3

4 162750000 2 38 256 qam 4

5 170750000 2.2 38 256 qam 5

6 178750000 2.2 38 256 qam 6

7 186750000 2.2 38 256 qam 7

8 194750000 2 38 256 qam 8

9 202750000 2 38 256 qam 9

10 210750000 2 38 256 qam 10

11 218750000 2 38 256 qam 11

12 226750000 2.2 38 256 qam 12

13 234750000 2.2 38 256 qam 13

14 242750000 2.2 38 256 qam 14

15 250750000 2.2 38 256 qam 15

16 258750000 2.2 38 256 qam 16

17 266750000 2 38 256 qam 17

18 274750000 1.7 38 256 qam 18

19 282750000 2.7 38 256 qam 19

20 290750000 3 40 256 qam 20

21 298750000 3.5 38 256 qam 21

22 306750000 3.5 40 256 qam 22

23 314750000 3.5 40 256 qam 23

24 322750000 3.7 40 256 qam 24

 

 

 

Downstream bonded channels

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

1 Locked 38.6 220 148

2 Locked 38.6 131 109

3 Locked 38.6 118 135

4 Locked 38.6 191 159

5 Locked 38.6 204 206

6 Locked 38.6 248 207

7 Locked 38.6 213 249

8 Locked 38.9 192 190

9 Locked 38.6 207 184

10 Locked 38.6 165 176

11 Locked 38.6 142 120

12 Locked 38.9 120 115

13 Locked 38.9 82 124

14 Locked 38.9 95 85

15 Locked 38.9 105 60

16 Locked 38.6 101 72

17 Locked 38.9 104 104

18 Locked 38.9 113 103

19 Locked 38.6 143 117

20 Locked 40.3 125 130

21 Locked 38.9 181 164

22 Locked 40.3 186 179

23 Locked 40.3 174 240

24 Locked 40.3 190 227

 

 

Upstream bonded channels

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

1 39399951 49.3 5120 64 qam 10

2 46200014 49 5120 64 qam 9

3 32600000 49.8 5120 64 qam 11

4 25800000 50 5120 16 qam 12

 

 

 

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 1 0

 

 

Network Log

Time Priority Description

01/01/1970 02:55:22 Error ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 02:54:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 02:54:3 Error ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 02:52:39 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 02:52:4 Error ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 02:51:50 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:10:22 Error ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:09:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:09:5 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:49 Error ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:16 Error ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:50 Warning! ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:29 Error ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:48 Warning! ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 16:47:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:00:28 Error ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:48 Warning! ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/11/2020 06:37:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/11/2020 13:48:45 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-

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Re: Broadband speed less than 10% of advertised speed

You've got a problem that is most likely upstream noise, showing up as modulation dropping right back on upstream channel 4 (should be 4 x 64 QAM), and that's beggaring up the communication between hub and VM's network gear that is required to keep everything working.  Unless there's an area fault this will require a technician visit, but forum staff can advise accordingly.  I'll flag this for their attention, but may still take a day or so for a response.

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Re: Broadband speed less than 10% of advertised speed

Hi Ch41489, thanks for the message and sorry to hear that you are having issues with the broadband, I will send you a private message so that this can be looked at further for you. Chris 

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