Download speed extremely slow… no help from Virgin via Phone, just been told to wait 48hrs. HELP!

[gseb27]

I joined Virgin last week on the promise of amazing guaranteed speeds, but unfortunately the reality has been very poor. 

We’re paying for the M350 fibre broadband, but the speeds we’ve been getting are on average 21mbps download and it cuts out regularly.

I phoned the technician team and asked to speak to a supervisor, who astonishingly told me there’s nothing they can do and hung up on me as I was mid-sentence. 

Just looking for some help/advice as my experience with VirginMedia has been awful so far.

thanks 

[jpeg1]

The first thing is to get the 350Mb connection working properly, then you have a firm basis to work on the WiFi. 

As you have found, phone support is useless and they never phone back.   Log on to your Hub, copy and paste here the downstream. upstream and Log data.

[gseb27]

Hey - I’ve just tried this but it says ‘somebody else is logged in’ and there’s no option to view router status.

is there another way?

[jpeg1]

That's a known bug.  Try a factory default with the reset pin switch.  Make sure the password label is still visible. 

[-tony-]

---

@gseb27 wrote:

It is a hub 3, yes. 

I’ve spoken with the technician just now who has recommended I reset all devices which will then default to use the 5ghz connection - hopefully this improves it…

---

excellent advive - from someone who has not a clue - how will [for example] resetting a smart switch default it to 5 ghz when it only works on 2.4 - some of the answers that offshore come up with would be comical if they were not so stupid

rule one - if you ring CS and get offshore hang up - its saves you being told rubbish

rule two - never believe the line we will ring back in an hour/two or tomorrow - it never happens

rule three - never believe - we have sent a signal to the hub and it will be better in an hour/24 hours 

work with those and come here for help - be it other users or the forum staff its better - define better yourself

going back to the wifi - log into hub - split the wifi bands and turn off smart wifi - download inSSIDer and set the channel you are using for each band to non busy ones - thats it - if the wifi is still crap then look at a 3rd party router or a mesh system - 2 cans and string [if they could do wifi] would be better than the pound shop hub

[gseb27]

Cable Modem StatusItemStatusCommentsAcquired Downstream Channel (Hz)

331000000

Locked

Ranged Upstream Channel (Hz)

46199983

Locked

Provisioning State

Online

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

1	331000000	4.9	38	256 qam	25
2	267000000	5.5	38	256 qam	17
3	275000000	5.5	38	256 qam	18
4	283000000	5.6	38	256 qam	19
5	291000000	5.8	38	256 qam	20
6	299000000	5.9	38	256 qam	21
7	307000000	5.5	38	256 qam	22
8	315000000	5	38	256 qam	23
9	323000000	5	38	256 qam	24
10	339000000	4.8	38	256 qam	26
11	347000000	4.6	38	256 qam	27
12	355000000	4.3	38	256 qam	28
13	363000000	4.3	38	256 qam	29
14	371000000	4	38	256 qam	30
15	379000000	4	38	256 qam	31
16	387000000	3.7	38	256 qam	32
17	395000000	3.7	38	256 qam	33
18	403000000	3.5	38	256 qam	34
19	411000000	3.7	38	256 qam	35
20	419000000	3.5	38	256 qam	36
21	427000000	3.7	38	256 qam	37
22	435000000	3.4	38	256 qam	38
23	443000000	3.2	40	256 qam	39
24	451000000	3.2	38	256 qam	40

Downstream bonded channels

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

1	Locked	38.9	4	0
2	Locked	38.6	18	0
3	Locked	38.9	14	0
4	Locked	38.6	19	0
5	Locked	38.9	19	0
6	Locked	38.6	0	0
7	Locked	38.6	4	0
8	Locked	38.9	0	0
9	Locked	38.9	6	0
10	Locked	38.6	5	0
11	Locked	38.9	5	0
12	Locked	38.9	5	0
13	Locked	38.9	6	0
14	Locked	38.9	6	0
15	Locked	38.6	7	0
16	Locked	38.6	17	0
17	Locked	38.9	0	0
18	Locked	38.9	5	0
19	Locked	38.9	3	0
20	Locked	38.9	0	0
21	Locked	38.9	6	0
22	Locked	38.9	0	0
23	Locked	40.3	6	0
24	Locked	38.9	0	0

Upstream bonded channels

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

1	46199983	42.8	5120	64 qam	11
2	39399993	41.3	5120	64 qam	12
3	53699993	42.8	5120	64 qam	10
4	60299983	44.8	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[gseb27]

Network Log

Time Priority Description

13/08/2021 09:49:51	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 09:49:11	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 09:31:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 09:28:10	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 17:55:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 15:20:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 19:22:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 11:21:11	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 10:39:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 01:18:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2021 09:19:0	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:52:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:39:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:37:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 22:35:28	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 16:59:16	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 16:59:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 15:59:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[gseb27]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	54k;fg87dsfd;kfoA,.iyewrk

Primary Downstream Service Flow

SFID	21593
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	17790
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[gseb27]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/efd17a0cc67a3f35dce12ecf3a82d22f77bdc82c

I hope I’ve done that all correctly!

[jpeg1]

Yes you did.

There's nothing in those logs to suggest you should be getting less than the full wired speeds.  It will take some hours for the BQM log to show a useful record.

In the meantime do a few speed checks with a wired connection and so other devices operating. 

[gseb27]

Hey Jpeg1,

the connection seems to be dropping out again and just being generally slow.

now that the logs have been running for longer, is there anything that suggests what the issue could be?

No luck with telephone support again and patience is wearing extremely thin 😞