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Deteriorating Broadband speeds

Hello

I am on a 350 MB package and am not getting even half the speed that I am paying for.I have complained about the speed since March 2018 when I joined VM. Initially Customer Services made me reboot the router every time I called or stated that there were other factors in my house which were the cause of the low ethernet and WIFI speeds.I have been collecting screenshots of speedtests but do not know how to send them on 

In the past VM has also sent me WIFI boosters but if the speed via the Ethernet cable is as low then what hope do I even have to get a decent wifi speed. Can someone please suggest a few actions as I am unable to even get customer services via phone and the complaint letter to VM has not had any response 

Images_ From March and the latest one from Aug 26 

Thanks 

Has

8th march 2020png.pngAugust262020.png

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Re: Deteriorating Broadband speeds

Hi Has

your images have been rejected as they contain your IP address, which is against the forum rules to protect your privacy. You can use the share options on the speed test site to produce images that do not contain your IP address.

Some hub stats might help identify the cause of your slow speeds.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login (unless you have a Hub 3 and this is your first visit to the hub GUI, which does require you to login) but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. If using screenshots be careful to edit out or obscure any reference to your WAN IP or MAC address in the log to protect your privacy.  If you copy and paste the log then the forum will automatically censor this sensitive information. Also note that images will take time to appear on the forum due to a combination of awaiting moderator approval and buggy code.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take a few days) and run checks on your line.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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 20
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Re: Deteriorating Broadband speeds

Hi Scott

 

Thank you for all the tips and the information. I have had to attend to a critical situation and will check what you have suggested . I will also use the 'share' option on speed test site so I do not provide private details . Appreciate your guidance 

Kind regards 

Has

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Re: Deteriorating Broadband speeds

9985111104.png9984182454 (1).png

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Re: Deteriorating Broadband speeds

Hello, Here are the stats

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

298750000

-0.2

38

256 qam

21

2

202750000

-0.5

37

256 qam

9

3

210750000

-0.7

37

256 qam

10

4

218750000

-1

37

256 qam

11

5

226750000

-1.2

37

256 qam

12

6

234750000

-1.2

37

256 qam

13

7

242750000

-1

37

256 qam

14

8

250750000

-0.9

37

256 qam

15

9

258750000

-1

38

256 qam

16

10

266750000

-1

38

256 qam

17

11

274750000

-1

38

256 qam

18

12

282750000

-1

38

256 qam

19

13

290750000

-0.7

38

256 qam

20

14

306750000

0

38

256 qam

22

15

314750000

0.4

38

256 qam

23

16

322750000

0.4

38

256 qam

24

17

330750000

0.4

38

256 qam

25

18

370750000

1

38

256 qam

26

19

378750000

1.2

38

256 qam

27

20

386750000

1

38

256 qam

28

21

394750000

1.2

38

256 qam

29

22

402750000

1

38

256 qam

30

23

410750000

1.2

38

256 qam

31

24

418750000

1.4

38

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

5

0

2

Locked

37.3

5

0

3

Locked

37.3

5

0

4

Locked

37.6

5

0

5

Locked

37.3

5

0

6

Locked

37.3

9

0

7

Locked

37.3

2

0

8

Locked

37.3

6

0

9

Locked

38.6

7

0

10

Locked

38.6

5

0

11

Locked

38.9

8

0

12

Locked

38.9

6

0

13

Locked

38.6

6

0

14

Locked

38.6

12

0

15

Locked

38.6

12

0

16

Locked

38.6

5

0

17

Locked

38.6

2

0

18

Locked

38.6

4

0

19

Locked

38.6

3

0

20

Locked

38.6

6

0

21

Locked

38.6

6

0

22

Locked

38.6

6

0

23

Locked

38.9

9

0

24

Locked

38.9

7

0

 

Refresh data

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700000

4.725

5120

64 qam

2

2

39400000

4.725

5120

64 qam

4

3

46200254

4.725

5120

64 qam

3

4

60300258

4.65

5120

64 qam

1

 

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

 

Refresh data

Network Log

Time

Priority

Description

25/08/2020 13:57:19

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/08/2020 06:08:21

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/08/2020 19:09:14

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/08/2020 10:56:24

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/08/2020 08:10:10

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/08/2020 23:37:6

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/08/2020 18:43:28

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/08/2020 21:44:32

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/08/2020 08:47:6

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/08/2020 11:48:15

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/08/2020 19:09:12

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/08/2020 14:19:22

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/08/2020 06:52:47

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/08/2020 00:51:20

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/08/2020 21:40:40

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2020 10:46:13

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/08/2020 15:04:55

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/08/2020 16:17:32

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/07/2020 14:53:42

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2020 07:23:39

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 6 of 20
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Re: Deteriorating Broadband speeds

Good Afternoon Hastas,

 

Thanks for your posts on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been having issues with the broadband speeds, how have things been looking since your last post?

 

Can you tell me what speeds you get when running the hub in modem mode with an Ethernet cable connected to the modem?

 

Kindest regards,

 

David_Bn

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Re: Deteriorating Broadband speeds

Hello David,

Good afternoon

Things are still the same and this is how the situation has been since the start in 2018. 

The day before I powered down everything and turned the whole setup on. I saw the speed improve a little but then its sluggish again

The details I sent were from the desktop Connected  to the Hub via the Ethernet cable. Is there anything else I need to do?

Thank you for helping me

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Re: Deteriorating Broadband speeds

Stats look ok to me - so can you try this.

----
As you expect >100Mbps then connect a 1GB enabled computer/laptop, with up to date drivers, via a known good and working Cat5e (or better) ethernet cable, directly to the Hub which you have put into “modem mode”.

Test at speedtest.net (not the App!) to your nearest VM server - try on 2 different browsers.

If they are still low – boot your device into safe+networking mode and try again.

There are many posts on here where unknown software, corrupted browsers or other connected devices are limiting speeds on tests.

Report back what that gets.



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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Deteriorating Broadband speeds

Hi David

just a little background to this for your info... you may have figured out that I have not been happy with the speed specifically being on s 350 MB plan... i had complained earlier and VM sent me wifi boosters and also gave a credit of £250 to clam me down with an agreement that the setup will be checked. Nobody has responded and I also wrote a letter in June to which there is no reply. IVM might think i will be fine with  some refund but its the principle. If its an infrastructural issue or something that doesn't get me the Speed I am paying for then VM should advise. I dont see any justification in paying what I am for phone tv and broadband every month.

I hope this is sorted so I can relax 🙏🏻

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Message 10 of 20
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Re: Deteriorating Broadband speeds

Thanks John

 

i am expecting speeds of >300 as that is what I am paying for and what you are suggesting has been tried

 

i have used both Windows Machine and brandnew updated  Macbook As well

i shall review other posts on this forum

 

thanks

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