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zeeco2105
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Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

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.

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zeeco2105
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Re: Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

3.0 Downstream channels

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

253310000003.239QAM25625
102110000006.540.4QAM25610
11219000000333QAM25611
122270000004.831.3QAM25612
132350000002.840.4QAM25613
14243000000239QAM25614
152510000005.440.4QAM25615
162590000002.140.4QAM25616
172670000004.840.4QAM25617
182750000005.440.4QAM25618
192830000001.740.4QAM25619
202910000006.340.4QAM25620
212990000005.140.4QAM25621
22307000000340.4QAM25622
233150000004.840.9QAM25623
243230000002.339QAM25624
263390000004.740.4QAM25626
273470000001.740.4QAM25627
283550000004.640.4QAM25628
293630000003.540.4QAM25629
30371000000240.4QAM25630
313790000003.840.4QAM25631
11390000009.440.9QAM2561
21470000009.340.4QAM2562
3155000000640.9QAM2563
41630000006.740.4QAM2564
5171000000640.4QAM2565
61790000006.540.4QAM2566
71870000008.240.4QAM2567
81950000003.940.4QAM2568
92030000006.239QAM2569



3.0 Downstream channels

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

25Locked38.98326100
10Locked40.36628700
11Locked32.962662117240
12Locked31.335388820337295
13Locked40.36628700
14Locked38.98326100
15Locked40.36628700
16Locked40.36628700
17Locked40.36628700
18Locked40.36628700
19Locked40.36628700
20Locked40.36628700
21Locked40.36628700
22Locked40.36628700
23Locked40.94620900
24Locked38.98326100
26Locked40.36628700
27Locked40.36628700
28Locked40.36628740
29Locked40.36628720
30Locked40.36628710
31Locked40.36628710
1Locked40.94620900
2Locked40.36628700
3Locked40.94620900
4Locked40.36628700
5Locked40.36628700
6Locked40.36628700
7Locked40.36628700
8Locked40.36628700
9Locked38.98326110

 

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zeeco2105
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Re: Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

3.1 Downstream channels

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

159964K1880QAM4096759



3.1 Downstream channels

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

159Locked412.92222485953417
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zeeco2105
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Re: Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

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
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zeeco2105
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Re: Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

3.0 Upstream channels

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

12580000044.85120 KSym/sec32QAM6
23260000043.85120 KSym/sec64QAM5
33940000044.35120 KSym/sec64QAM4
44620000043.85120 KSym/sec64QAM3



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0010
2US_TYPE_STDMA0010
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

 

 

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John_GS
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Message 6 of 9
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Re: Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

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,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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zeeco2105
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Message 7 of 9
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Re: Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

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
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Message 8 of 9
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Re: Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

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


--------------------
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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Beth_G
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Message 9 of 9
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Re: Getting only 40Mbps (tested ethernet speed on Samknows) on a 1Gb package

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

Beth
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