Gig1 Install yesterday - Speed is less than half

[Scage]

Hi All

I had TV, Broadband and Phone installed yesterday. I have taken the Ultimate Oomph Bundle and opted for Gig1 as it was available.

I tested the speed while the engineer was here and got between 200-281 Mbps over Wi-Fi to my iPhone. I asked the engineer about this and he said it would take a while to settle down but should improve within a day. 

My Xbox Series X is connected by ethernet and its network speed test says it is receiving between 360 and 380 Mbps.

I have done a Sam knows test on my iPhone and it shows speed to the Virgin Media Hub 4 as 135 Mbps and speed to the iPhone as 277 Mbps.

So I'm basically getting the minimum speeds expected of M500.

I would be grateful if someone could help me and see if there is anything in my stats which looks off. The online help all focuses on checking everything is connected and on restarting. I have gone to live chat so that the issue is recorded (obviously I'm in my cooling off period) and they said there is a priority 4 fault in my area which is being resolved at 11am on Sunday. However, Virgin's website shows a green tick and that there are no known issues. The livechat person says I will get my actual speed once this is fixed. But I am a bit sceptical of this.

I will try and post the hub 4 stats in replies to this post.

Thanks in advance.

[Scage]

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	18	4
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

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

25	331000000	0.4	38.6	QAM256	25
17	267000000	-0.2	39	QAM256	17
18	275000000	-0.2	39	QAM256	18
19	283000000	-0.3	39	QAM256	19
20	291000000	-0.4	40.4	QAM256	20
21	299000000	-0.5	39	QAM256	21
22	307000000	-1	39	QAM256	22
23	315000000	-0.9	39	QAM256	23
24	323000000	-0.3	39	QAM256	24
26	339000000	1	39	QAM256	26
27	347000000	1.5	40.9	QAM256	27
28	355000000	1.6	40.4	QAM256	28
29	363000000	1.6	39	QAM256	29
30	371000000	1.4	40.4	QAM256	30
31	379000000	1.1	40.4	QAM256	31
32	387000000	0.8	40.4	QAM256	32
34	395000000	0.6	40.4	QAM256	34
35	403000000	0.4	40.4	QAM256	35

3.0 Downstream channels

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

25	Locked	38.605377	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	40.366287	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	38.983261	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0
32	Locked	40.366287	0	0
34	Locked	40.366287	0	0
35	Locked	40.366287	0	0

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

33

96

4K

1880

QAM4096

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33

Locked

41

-4.3

15099935

0

[Scage]

3.0 Upstream channels

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

1	46200000	49.3	5120 KSym/sec	64QAM	3
2	39400000	49.3	5120 KSym/sec	64QAM	4
3	32600000	49	5120 KSym/sec	64QAM	5
4	25800000	48.3	5120 KSym/sec	64QAM	10

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow

SFID	1472388
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	1472387
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[Scage]

Network Log

Time Priority Description

Thu 01/01/1970 00:01:20	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/08/2021 10:13:57	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/08/2021 10:13:57	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/08/2021 10:14:26	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/08/2021 10:14:54	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:34	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 19:28:51	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 19:34:38	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 20:00:00	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 20:08:26	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 20:59:18	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 21:01:10	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:18:20	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:18:23	6	CM-STATUS message sent. Event Type Code: 2; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:18:26	5	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:20:30	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:03	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:06	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:06	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:13	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:17	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:51	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 13:23:23	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 14:34:38	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 14:34:46	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 14:35:01	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jem101]

---

@Scage wrote:

I tested the speed while the engineer was here and got between 200-281 Mbps over Wi-Fi to my iPhone. I asked the engineer about this and he said it would take a while to settle down but should improve within a day. 

---

Well that was a lie from the start, as it's not how the system works, either the engineer was incompetent (possibly) or just wanted to get away early and so made something up (more likely)!

You have a general connectivity issue, it's dropped some of the downstream channels, and the power levels on the upstream would be a cause for concern as well.

Now there might be an area fault, in which case VM won't send an engineer out again until this is fixed- personally I'd give it until Sunday and periodically check the status to see if it changes. Then reboot the hub and if the speed is still poor, post the stats up here again and we can advise accordingly.

[-tony-]

post the upstream levels

as t settling down after a while - that got the tech out of the house with you expecting an improvement - but he lied - you get the speed as and when its turned on

i have no idea what a priority 4 fault is - they gave a fix time but both may be complete BS

as you say you are in your cooling off period and hopefully it does not come to that - wifi can be any speed and is n measure of speed at the hub - consoles can give equally wrong results

you really need to test with a laptop or pc with a 1gig network card using a cat5e cable or better - you could try the samknows test and see what that says

https://samknows.com/realspeed/

[Scage]

Thank you. How do I post the Upstream levels? I just posted the upstream stats from the router page.

To be fair to the engineer he arrived at 5:50 (appointment slot 1-6pm) and stayed until gone 9. I did kind of think that it wasn't how it worked, but felt bad for him and didn't know any better.

I ordered a USB to Ethernet connection last night so I could use an Ethernet connection to a laptop. That has literally just arrived. I have switched the Hub to modem mode and connected to it and this is what I have got.

In case the picture doesn't come through its 318 to the box (upload 50.3), 146 to the computer (upload 53.6).

[Scage]

Thanks Jem.

Is there anyway of knowing if there is an area fault? the status on VMs website suggests everything is fine.

As I mentioned I was sceptical of that answer as it sounds like the easy way out, rather than acknowledging I am not getting the agreed service. When pushed on why the website said everything was fine the explanation was because the fault has been identified and prioritised. But that makes no sense - why would it say it was fine if there is a fault that’s not been fixed yet.

[Andrew-G]

Keep in mind your cooling off period.  By all means give VM a chance to fix things, but don't be bamboozled into letting assurances of a fix or the problem being resolved take you over the 14 days.  If they can't get a technician out to you and demonstrate that you're getting the speeds you expected before that period ends, cancel the upgrade. 

[Scage]

Thank you Andrew.

it’s a completely new install so I’m really conscious I need it fixed in 14 days. That’s why I’m wary of the engineer saying it will settle, and the live chat saying there’s an area issue that will be fixed at 11am tomorrow (despite service status showing as  fine). It all sounds like I’ll passed from one thing to the next. 3 days of the 14 have already been used up so fingers crossed someone at VM can provide answers.