Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

[zeeco2105]

My issue is as posted on the title. This is getting absolutely ridiculous. This is occurred over two months and I have made 13 customer service calls and none of them even came close to offering a technician or replacing the Hub 4. 

Ofcom complaints were raised in two instances and none of them got back to me. I had one technician that was booked but was later cancelled because the issue had been ‘resolved’. Yet the speed remained at 40Mbps

Before this I had a 500M package and was able to consistently get 500+ Mbps. 

I know Virgin Media does not throttle speeds, but why is that I am able to get consistent 50Mbps upload speed but I need to reset my modem in order to get 900Mbps only for it to fall back to 40Mbps 20 minutes later.

I feel like I have been cheated out of my money and this is absolutely horrendous.

Here are the steps I have done:

1. Full factory pin reset

2. Let it rest for 30 minutes before booting back on

3. Plugged out and retightened ALL cables.

My ethernet cable is CAT7 and I have been able to receive 900Mbps for the maximum of 20 minutes after modem reset.

[zeeco2105]

3.0 Downstream channels

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

25	331000000	3.2	39	QAM256	25
10	211000000	6.5	40.4	QAM256	10
11	219000000	3	33	QAM256	11
12	227000000	4.8	31.3	QAM256	12
13	235000000	2.8	40.4	QAM256	13
14	243000000	2	39	QAM256	14
15	251000000	5.4	40.4	QAM256	15
16	259000000	2.1	40.4	QAM256	16
17	267000000	4.8	40.4	QAM256	17
18	275000000	5.4	40.4	QAM256	18
19	283000000	1.7	40.4	QAM256	19
20	291000000	6.3	40.4	QAM256	20
21	299000000	5.1	40.4	QAM256	21
22	307000000	3	40.4	QAM256	22
23	315000000	4.8	40.9	QAM256	23
24	323000000	2.3	39	QAM256	24
26	339000000	4.7	40.4	QAM256	26
27	347000000	1.7	40.4	QAM256	27
28	355000000	4.6	40.4	QAM256	28
29	363000000	3.5	40.4	QAM256	29
30	371000000	2	40.4	QAM256	30
31	379000000	3.8	40.4	QAM256	31
1	139000000	9.4	40.9	QAM256	1
2	147000000	9.3	40.4	QAM256	2
3	155000000	6	40.9	QAM256	3
4	163000000	6.7	40.4	QAM256	4
5	171000000	6	40.4	QAM256	5
6	179000000	6.5	40.4	QAM256	6
7	187000000	8.2	40.4	QAM256	7
8	195000000	3.9	40.4	QAM256	8
9	203000000	6.2	39	QAM256	9

3.0 Downstream channels

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

25	Locked	38.983261	0	0
10	Locked	40.366287	0	0
11	Locked	32.962662	11724	0
12	Locked	31.335388	820337	295
13	Locked	40.366287	0	0
14	Locked	38.983261	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.946209	0	0
24	Locked	38.983261	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	4	0
29	Locked	40.366287	2	0
30	Locked	40.366287	1	0
31	Locked	40.366287	1	0
1	Locked	40.946209	0	0
2	Locked	40.366287	0	0
3	Locked	40.946209	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	38.983261	1	0

[zeeco2105]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

41

2.9

222248595

3417

[zeeco2105]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

[zeeco2105]

3.0 Upstream channels

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

1	25800000	44.8	5120 KSym/sec	32QAM	6
2	32600000	43.8	5120 KSym/sec	64QAM	5
3	39400000	44.3	5120 KSym/sec	64QAM	4
4	46200000	43.8	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	1	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[John_GS]

Hi zeeco2105

Thanks for posting and welcome to the community.

My apologies about the broadband speed issues. I can see you've got a technician visit booked in after speaking with the team since posting. This can be tracked and/or altered in your online account

In relation to the OFCOM speed complaint, I can see this is ongoing for you. It was done a few days ago and basically it's something we activate within your router, to test what speeds we are sending you over a period of 30 days. After the 30 days has ended, you'll be contacted regarding that.

Best,

[zeeco2105]

Hi John_GS

It appears that my most recent appointment for 19th October 2021 8a.m.-12p.m. has been cancelled on me without giving me notice. why is this?

[jbrennand]

VM auto-cancel Tech appointments if there is a known problem in your location. Try checking 2 ways - 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.

See if anything is reported there - if not you will have to call in or wait for  @John_GS  to get back here

[Beth_G]

Hi zeeco2105,

My apologies for any confusion.

I can see that the engineer did in the end attend yesterday as they left notes to say that the damaged cable was replaced. How have things been since then?

Let us know if you're still having issues

Beth