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Dreadful broadband speeds

Since upgrading to M200 broadband my download speed has consistently been in the late 20's (yes, twenties)  for wifi and ethernet connected devices. I've done all the jiggery pokery suggested by the tech team back in August (wifi booster, connections tightened, Hub reset etc etc) to no avail. I posted the BQM information and got no response from the Virgin forum team. Has anyone got any ideas please or shall I just raise a formal complaint now?

 

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Message 2 of 16
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Re: Dreadful broadband speeds

probably find that the service is oversubscribed in your area, ie way too many customers sold a service which means you will not get what you are paying for.

have you received any money back because of speed is way lower than you are expecting ??, i think there are new laws about this sort of thing now. You should of had refunds to your account.

 

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Alessandro Volta
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Message 3 of 16
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Re: Dreadful broadband speeds


@Stuart_M_H wrote:

Since upgrading to M200 broadband my download speed has consistently been in the late 20's (yes, twenties)  for wifi and ethernet connected devices. I've done all the jiggery pokery suggested by the tech team back in August (wifi booster, connections tightened, Hub reset etc etc) to no avail. I posted the BQM information and got no response from the Virgin forum team. Has anyone got any ideas please or shall I just raise a formal complaint now?

 


Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

++++++++++++++++++++++++++++++++++++++++

If everything above is OK we need do some more troubleshooting; to start with …

Disable any VPNs that you have running.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 4 of 16
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Re: Dreadful broadband speeds

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 5 of 16
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Re: Dreadful broadband speeds

Here's the BMQ link that has been in place since August :

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c53057e98f51d373138a510692a9fe1f6d...

Hopefully someone will find it useful!

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Message 6 of 16
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Re: Dreadful broadband speeds

Downstream: 

Downstream bonded channels

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

15310000004.438256 qam16
25230000004.338256 qam15
35390000004.438256 qam17
45470000004.338256 qam18
55550000004.438256 qam19
65630000004.538256 qam20
75710000004.538256 qam21
85790000004.538256 qam22
95870000004.138256 qam23
105950000003.738256 qam24
116030000003.738256 qam25
126110000003.938256 qam26
136190000003.938256 qam27
146270000004.338256 qam28
156350000004.538256 qam29
166430000004.338256 qam30
17651000000438256 qam31
18659000000438256 qam32
196670000003.938256 qam33
206750000004.138256 qam34
216830000004.138256 qam35
226910000003.938256 qam36
236990000003.538256 qam37
247070000003.738256 qam38



Downstream bonded channels

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

1Locked38.917222
2Locked38.618580
3Locked38.915820
4Locked38.914500
5Locked38.914001
6Locked38.912441
7Locked38.912442
8Locked38.912052
9Locked38.910952
10Locked38.910271
11Locked38.99810
12Locked38.99370
13Locked38.98070
14Locked38.98060
15Locked38.97830
16Locked38.96040
17Locked38.96741
18Locked38.96451
19Locked38.95832
20Locked38.95580
21Locked38.95140
22Locked38.65300
23Locked38.95030
24Locked38.64920
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Message 7 of 16
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Re: Dreadful broadband speeds

Upstream:

Upstream bonded channels

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

12580000044.5512064 qam4
24620000045.5512064 qam1
33260000044.8512064 qam3
43940000045.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 8 of 16
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Re: Dreadful broadband speeds

Configuration:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm



Primary Downstream Service Flow

SFID336860
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID336859
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Message 9 of 16
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Re: Dreadful broadband speeds

Network. All from a Hub 3.

Network Log

Time Priority Description

12/11/2020 08:57:33Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 03:03:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 17:23:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:28:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:27:30criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:21:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:21:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:21:32criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:21:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:21:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 03:10:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 01:19:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2020 04:55:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 13:19:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 04:29:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 01:19:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 23:08:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 13:19:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 04:59:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 01:28:12noticeSW download Successful - Via NMS
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Message 10 of 16
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Re: Dreadful broadband speeds

Nothing obvious to me in the stats and logs - BQM a bit "busy" in the afternoon/evening - lot of activity there. So first thing...
________________________________________________________________

Can you test speeds directly like 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 into the Hub - which you have put into “modem mode” (see VM website for “How To”). Then test at speedtest.net (not using their App!) to your nearest VM server - try on 2 different browsers.

If they are still low – then boot the device into safe+networking mode and try again as above.

There are many posts on here where unknown/flaky software, old network card drivers, 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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