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Ssxgg
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Compensation for low speeds?

How do I go about getting compensation form Virgin for the broadband speeds being nowhere near the package I'm paying for?

I'm on VM350 and get, typically sub 100Mbps, at worst under 20Mbps. I know they're not bad speeds but why bother paying for 350Mbps when I'm getting the speed for the 100Mbps package which is way cheaper? Manageed to get to or near 350MBps on a coupel of occiaisons

No faults reported on the line.

Tried all of the fault checking rebooting,  resettting and have run both wired and wireless tests. 

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carl_pearce
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Re: Compensation for low speeds?

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

At least we can check the stats to rule out an issue with the line.

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Andruser
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Re: Compensation for low speeds?

How do I go about getting compensation form Virgin for the broadband speeds being nowhere near the package I'm paying for?

If you're measuring speeds over wifi, then you have no case.  If this is measured from a wired device connected to the hub by ethernet, and you've previously engaged with VM's customer support, then you search, read and follow the Virgin Media Consumer Complaints Code of Practice.  In your complaint you put everything (from the beginning) in short sentences and short paragraphs, ultimately explaining what outcome you want, and that if the matter is not resolved within the permitted eight weeks you will escalate to the industry arbitration scheme, CISAS.  If it's a long complaint, when you've finished, write a summary that you can put at the front.  VM complaint handling does not have a good reputation, so you may indeed need to escalate to CISAS.  Bear in mind this can be very successful, but is slow and bureaucratic.  Key to the argument will be the duration of poor performance from the first date on which VM told you that there was nothing wrong with your connection, and the legal basis of your claim is that under the Consumer Rights Act 2015, VM have a duty to provide their service with reasonable skill and care.

Usually though, slow speeds can be fixed.  Follow carl_pearce's advice, post the data here (as formatted text, not screenshots) and we'll see what we can spot.  Once you raise a complaint, then VM's forum team may have to step back to follow company protocols, so if you're wanting speeds fixed, get that done BEFORE raising a complaint asking for compensation.

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Ssxgg
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Re: Compensation for low speeds?

Here are the stats, not sure which ones are most pertinent so I've put them all in. It's running in Modem mode with Tenda MW6 for WiFi.

Wired into the ruter I get 137MBps down and 32 MBps up using rhe google speed test. 227MBps down, 36MBps up on speedtest.net

Thank you

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
138750000
Locked
Ranged Upstream Channel (Hz)
39400009
Locked
Provisioning State
Online

 

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

11387500003.738256 qam1
21467500003.540256 qam2
31547500003.240256 qam3
4162750000340256 qam4
5170750000340256 qam5
61787500002.540256 qam6
71867500002.440256 qam7
8194750000240256 qam8
92027500001.538256 qam9
102107500001.238256 qam10
112187500000.538256 qam11
12226750000038256 qam12
13234750000-0.538256 qam13
14242750000-138256 qam14
15250750000-1.238256 qam15
16258750000-1.238256 qam16
17266750000-0.938256 qam17
18274750000-0.938256 qam18
19282750000-0.538256 qam19
20290750000-0.538256 qam20
21298750000-0.238256 qam21
22306750000-0.238256 qam22
23314750000038256 qam23
24322750000038256 qam24



 

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Ssxgg
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Re: Compensation for low speeds?

Downstream bonded channels

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

1Locked38.9670
2Locked40.3390
3Locked40.3300
4Locked40.3290
5Locked40.3450
6Locked40.3700
7Locked40.3660
8Locked40.3650
9Locked38.91190
10Locked38.91390
11Locked38.92100
12Locked38.93130
13Locked38.94980
14Locked38.97490
15Locked38.97960
16Locked38.65970
17Locked38.95660
18Locked38.96300
19Locked38.66200
20Locked38.94340
21Locked38.93700
22Locked38.93480
23Locked38.93280
24Locked38.62480

 

 

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Ssxgg
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Re: Compensation for low speeds?

Upstream bonded channels

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

1394000094.025512064 qam6
2462000004.075512064 qam5
3258000413.9512064 qam8
4325999453.95512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

05/08/2020 21:01:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/08/2020 14:08:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 23:57:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2020 19:26:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/08/2020 00:04:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 21:28:2ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 13:23:42ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 13:19:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 13:17:47Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 13:17:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 13:16:31Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/07/2020 13:16:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/07/2020 22:23:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 15:58:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 08:17:54ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 03:22:32ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/07/2020 01:27:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 22:58:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 12:36:35ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 17:18:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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carl_pearce
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Re: Compensation for low speeds?

Could you confirm if you have used the HUB in Router mode to speed test?

The stats look ok.

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Andruser
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Re: Compensation for low speeds?

Not sure the stats are so good myself. 

The range of downstream power levels is 4.9 dBmV, which is pushing the hub's luck, and the balance of errors is worrying.  There's always sporadic per-RS errors, but in the time that channels 2, 3 and 4 had racked up only 30-40 errors, the mid-teen channels were pushing 600.  That's probably not right.  And supporting my excessive power range hypothesis, broadly speaking the greater the variance from the 3.7 dBmV of the primary channel power, the higher the error levels.  Somewhere in VM there's a manual with chapter and verse on all this stuff in it, but obviously it got lost in the move from Hook to Reading. (An aside: Reading?  What a dump!  What were VM's execs thinking?  Moving from the pleasant downland of North Hampshire to the scarred and pricey wastes of the Thames Valley!).

Obviously pre-RS errors have been caught and corrected, and of itself moderate numbers shouldn't matter, but what I see here makes me think that there's some underlying noise or power issue, although that will depend on the hub's run time since last restart.

When the forum staff look in on this, could I just say that on the basis of these figures, an "all looks good from our side" response might be missing something? 

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Ssxgg
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Re: Compensation for low speeds?

That was all in modem mode. 

Speed tests were very similar before in router mode.

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Ssxgg
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Re: Compensation for low speeds?

I did a full reset before, in router mode. And another after changing to modem. Then of course realised the error of my ways and had to change it back to modem...!

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