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PRED_exe
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Download speed is still slow

I have been using virgin media fibre for a long time, and no one has ever managed to fix this issue. It's gotten to the point now where I'm strongly considering switching to another provider. I am paying for the Mix Bundle which includes the average speed of 362mbps (M350) and I have NEVER gotten anywhere CLOSE to that speed. The best I get is around 50 and that's on a good day. I have previously posted here about my router being broken, red light and all. Someone came and replaced it and now the router seems fine but the speed hasn't changed. It's 50mbps at its best and sometimes dips down to the 10s and 20s. Not to mention that when I'm downloading something whether it be a video game or anything even if it's not too big the speed drops FAR down to the 10s and even lower even when the file is downloading at only around 3mbps.

This is not the speed I am paying for. I have called customer service on the phone multiple times and have always had the same experience. I always get put on hold for upwards of 30 minutes and passed on to the next person higher up only to be told something along the lines of "We will get back to you" only to never be contacted or called again. After I've called multiple times I've even been told "There is no previous calls on record" even though I've called before. I don't know if the speed is capped on the other end or what the problem is but whatever it is I am not gonna keep paying if this continues.

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jpeg1
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Message 2 of 13
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Re: Download speed is still slow

Are those speeds measured over WiFi or wired?

If on WiFi, check speeds on a PC with an ethernet connection.

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Andrew-G
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Message 3 of 13
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Re: Download speed is still slow

@PRED_exe but whatever it is I am not gonna keep paying if this continues.

If you've had enough, you need to phone or write to cancel the contract (and make sure you're not subject to early exit penalties).  Simply stopping paying means your credit history will be marked with defaulted payments and VM will pass it on to debt collection agencies (and VM and they will add late payment charges and costs, making the problem worse).  If there's a wireless problem, we can explain what your options are to improve that, if it is a broadband problem we can help you investigate that and get things fixed.

Give us a few details - how are you measuring speed, on what device, how is it connected to the hub, are both ethernet and wireless devices similarly affected?  If wifi only, what type of property, and construction type?

 

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PRED_exe
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Message 4 of 13
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Re: Download speed is still slow

Yeah I understand I'd have to cancel the contract, I just meant I don't want to keep paying for something that keeps causing issues. I have measured speed over the internet mainly using speedtest.net and other websites. Wireless connection tends to stay around the same area I mentioned in the original post, but with more frequent dips.

I am however using a PC connected through ethernet to test it most of the time and same thing applies, only around 40-50mbps max even at night when no other devices are using wireless. Admittedly I'm using a range extender as the Hub is downstairs and PC is upstairs. However, I've used wifi downstairs by the router just the same and there is absolutely no difference so both wifi and ethernet behave the same.

In regards to the property, it's just a house in a pretty populated area but not populated enough that I'd say it'd cause major internet issues from constant usage.
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jpeg1
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Message 5 of 13
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Re: Download speed is still slow

Can you as a temporary test, move the PC downstairs and connect it directly to the Hub?  This will be a proper test of exactly what speeds you are getting from Virgin.

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Andrew-G
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Message 6 of 13
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Re: Download speed is still slow

If the problem is across wifi and ethernet then chances are it is a broadband problem.  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.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  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.

Then we can check for any obvious problems with power, noise or error counts.

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jbrennand
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Message 7 of 13
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Re: Download speed is still slow

Or get a 20/50m run of Cat5e Not Cat5!) cable (less than a tenner) and just trail it up the stairs temporarily until you do the speed tests properly. Doe the OC have a 1GB NIC card or is it 10/100 and so limited to max of 100? It may have defaulted back to that if a bad ethernet cable has been used - check in the PC network settings - also are the drivers up to date ?

--------------------
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.
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PRED_exe
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Message 8 of 13
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Re: Download speed is still slow

I have checked and my NIC card DOES support 1gb, but I've realised in the Hub 3.0 "Connected Devices" section that my PC is capped at 100. I am using a powerline adapter (TP-Link AV500) do you know if that particular one caps it at 100?
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jpeg1
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Message 9 of 13
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Re: Download speed is still slow

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PRED_exe
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Message 10 of 13
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Re: Download speed is still slow

 
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000006.840256 qam25
22030000006.540256 qam9
32110000006.140256 qam10
42190000006.340256 qam11
52270000006.840256 qam12
62350000007.340256 qam13
72430000006.640256 qam14
82510000006.140256 qam15
92590000006.540256 qam16
102670000006.840256 qam17
112750000007.140256 qam18
122830000006.940256 qam19
132910000006.340256 qam20
142990000006.140256 qam21
153070000006.340256 qam22
163150000006.540256 qam23
173230000006.840256 qam24
183390000006.540256 qam26
193470000006.640256 qam27
203550000006.940256 qam28
213630000006.940256 qam29
223710000006.640256 qam30
233790000006.540256 qam31
243870000006.940256 qam32


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.34397192
2Locked40.9304621750
3Locked40.9305731578
4Locked40.3292981358
5Locked40.3276951096
6Locked40.925657890
7Locked40.324079717
8Locked40.920772644
9Locked40.318120392
10Locked40.915554203
11Locked40.913863281
12Locked40.312953418
13Locked40.311102572
14Locked40.39192266
15Locked40.3761462
16Locked40.9558969
17Locked40.34937128
18Locked40.34981472
19Locked40.35228184
20Locked40.3502660
21Locked40.3406548
22Locked40.3375294
23Locked40.33568229
24Locked40.92865294

 

 
 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15369999832.8512064 qam2
26030008233.3512064 qam1
34620000032.5512064 qam3
43940000032.3512064 qam4


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 
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