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Malice_swd
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Connection issues and slow speeds

Connection is normally rock solid but today at approx 11 am I had a disconnection and since then speeds are so erratic. Ranging from 4 maps to 45 mbps. (Package is 100 mbps) 

 

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

1283000000-16.333256 qam19
2139000000-15.333256 qam1
3147000000-12.735256 qam2
4155000000-14.234256 qam3
5163000000-15.933256 qam4
6171000000-15.333256 qam5
7179000000-14.533256 qam6
8187000000-14.733256 qam7
9195000000-15.234256 qam8
10203000000-1535256 qam9
11211000000-14.335256 qam10
12219000000-14.833256 qam11
13227000000-16.333256 qam12
14235000000-17.333256 qam13
15243000000-16.933256 qam14
16251000000-13.535256 qam15
17259000000-12.236256 qam16
18267000000-13.834256 qam17
19275000000-15.833256 qam18
20291000000-1534256 qam20
21299000000-12.235256 qam21
22307000000-10.737256 qam22
23315000000-12.735256 qam23
24323000000-14.934256 qam24



Downstream bonded channels

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

1Locked33.914022230
2Locked33.335042282387
3Locked353127762122
4Locked34.33174584187
5Locked33.83260559603
6Locked33.911054065061028
7Locked33.92888482715641
8Locked33.93190712058582
9Locked34.326015523
10Locked3522406360
11Locked3519792520
12Locked33.920193920
13Locked3322268330
14Locked33286937588
15Locked33.3275012767
16Locked3518024080
17Locked36.616630320
18Locked34.916603340
19Locked33.815438960
20Locked34.913047820
21Locked35.5330646935852
22Locked37.32680330195
23Locked35.57439640
24Locked34.47346930

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My Broadband Ping - Home 100mb
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japitts
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Message 2 of 11
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Re: Connection issues and slow speeds

Are those speeds over wireless or Ethernet-cabled connection? VM only guarantee hard-wired speeds not WiFi, if so.

Do you have a link to a live BQM? That's an excellent way of monitoring all broadband connections 24/7

https://www.thinkbroadband.com/broadband/monitoring/quality/list 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 3 of 11
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Re: Connection issues and slow speeds

The connection has gone to hell

Have you checked for any “known network faults”

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas)

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Malice_swd
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Message 4 of 11
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Re: Connection issues and slow speeds

It's wired connections via the deco mesh wifi router which is hard wired to the superhub.

 

I had to add the mesh as the virgin wifi just couldn't handle the amount of devices with smart tvs, voice assistant's etc..

I'll look into the BQM, I do have a Sam knows testing box (was an early adopter to that one), but I've just discovered that's not reporting despite being connected..  So I have that to troubleshoot as well.


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Malice_swd
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Message 5 of 11
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Re: Connection issues and slow speeds

I looked through the status pages etc and found nothing, I did run the self test via the Web and that did indicate there may be an issue but all it said was wait 24 hours and get in touch if it's no better..  thats not great when you're trying to work from home lol 

I'll give that number a try and see if that gives anymore clues.

 

Thanks for the advice guys it's really helpful 👍


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Malice_swd
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Message 6 of 11
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Re: Connection issues and slow speeds

Quick update as of this morning....

A reboot of the router and things seem better but still not great,  I've set up the BMQ and will monitor as it gains more data.

used the https://care.virginmedia.com/care/check-services test an i'm getting the following response

Malice_swd_0-1653467893988.png

The Router is now showing 
Malice_swd_1-1653467941709.png

 


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Malice_swd
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Message 7 of 11
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Re: Connection issues and slow speeds

So Update after a reboot the speeds i'm getting are still erratic:

Malice_swd_0-1653468566281.png

The updated connection stats:

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

1283000000-16.433256 qam19
2139000000-15.533256 qam1
3147000000-12.734256 qam2
4155000000-14.334256 qam3
5163000000-1633256 qam4
6171000000-15.533256 qam5
7179000000-14.534256 qam6
8187000000-14.834256 qam7
9195000000-15.434256 qam8
10203000000-15.334256 qam9
11211000000-14.534256 qam10
12219000000-1533256 qam11
13227000000-16.432256 qam12
14235000000-17.432256 qam13
15243000000-1733256 qam14
16251000000-13.834256 qam15
17259000000-12.436256 qam16
18267000000-1435256 qam17
19275000000-1633256 qam18
20291000000-15.234256 qam20
21299000000-12.535256 qam21
22307000000-1136256 qam22
23315000000-1335256 qam23
24323000000-1534256 qam24



Downstream bonded channels

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

1Locked33.83496280
2Locked33.3829444459
3Locked34.9767539142
4Locked34.2113043783813
5Locked33.31257741011260
6Locked33.83091781177267
7Locked34.36438262
8Locked34.26244610
9Locked34.35873781
10Locked34.95168511
11Locked34.94790950
12Locked33.86020524
13Locked32.972046470
14Locked32.972233465
15Locked3367522168
16Locked34.94632990
17Locked36.35092141
18Locked35744586124836
19Locked33.87618582813
20Locked34.92367400
21Locked35.71734000
22Locked36.61455330
23Locked35.51702900
24Locked34.31673590

 

Upstream bonded channels

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

15370000057512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

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Malice_swd
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Message 8 of 11
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Re: Connection issues and slow speeds

Network Log

Time Priority Description

25/05/2022 08:50:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:50:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:50:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:50:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:50:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:50:17Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:49:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:49:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:47:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:47:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:47:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:47:28Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:46:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:46:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:25:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:25:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:24:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:24:12Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:24:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2022 08:24:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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John_GS
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Message 9 of 11
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Re: Connection issues and slow speeds

Hi Malice_swd

Thanks for posting and welcome to the community. I am sorry to hear of the broadband issues.

I've done some system checks here and all your downstream are out of spec. You have only 1 upstream channel showing and this too is out of spec. I'll send you a PM now as this requires a technician visit to the property.

Best,

John_GS
Forum Team


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John_GS
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Message 10 of 11
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Helpful Answer

Re: Connection issues and slow speeds

Hi @Malice_swd

Thanks for joining us on PM. Just to update the thread, the engineer visit was booked in. This can be tracked, viewed and cancelled if needed, in your online account - virg.in/myVM

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment

John_GS
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