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Incredibly low download speeds in Camden

Hi,

Since the afternoon of Sunday the 15th of November, our broadband(200mbps package) speeds that are usually consistent at 160 mbps have tanked to being sub 10 mbps all week and 0.5 mbps at peak times(upload speeds don't seem to be affected). Obviously, with people working from home in the household, this is incredibly frustrating. We called VM on Sunday and they went through the usual protocol of resetting the Hub 3.0. They then scheduled an engineer for Wednesday.

On Wednesday an engineer turns up, who seems to be in a hurry, asks me to do a speed test then calls a supervisor. They tell him it seems to be an area issue, he proceeds to tell me, it is a utilisation area issue and there is nothing he can do but open a ticket. (he did not check any of the hardware thoroughly)

I call up VM today to chase and the support staff tell me that they don't think this is a utilisation issue because the speeds are too low and recommend we open up a complaint, which means we can leave VM without penalty.

Here's my issue, the other networks speeds aren't great, ideally, I want to get this fixed and stay with Virgin, however, I feel like they haven't exhausted all possibilities to fix this issue.

 

Screenshot 2020-11-20 114329.jpg

Any help would be greatly appreciated

Thanks!
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Re: Incredibly low download speeds in Camden

My hub 3.0 logs: Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 331000000 4 40 256 qam 25 2 267000000 4 40 256 qam 17 3 275000000 3.9 40 256 qam 18 4 283000000 3.9 40 256 qam 19 5 291000000 3.7 40 256 qam 20 6 299000000 3.7 40 256 qam 21 7 307000000 3.7 40 256 qam 22 8 315000000 3.7 40 256 qam 23 9 323000000 4 40 256 qam 24 10 339000000 3.7 40 256 qam 26 11 347000000 3.4 40 256 qam 27 12 355000000 2.9 40 256 qam 28 13 363000000 2.7 40 256 qam 29 14 371000000 2.9 40 256 qam 30 15 379000000 2.7 40 256 qam 31 16 387000000 2.7 40 256 qam 32 17 395000000 2.5 40 256 qam 33 18 403000000 2.5 40 256 qam 34 19 411000000 2.7 40 256 qam 35 20 419000000 3 40 256 qam 36 21 427000000 3 40 256 qam 37 22 435000000 2.9 40 256 qam 38 23 443000000 2.7 40 256 qam 39 24 451000000 2.7 40 256 qam 40 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 40.9 13 0 2 Locked 40.9 2 0 3 Locked 40.9 6 0 4 Locked 40.9 15 0 5 Locked 40.3 12 0 6 Locked 40.9 7 0 7 Locked 40.3 12 0 8 Locked 40.9 11 0 9 Locked 40.3 9 0 10 Locked 40.3 13 0 11 Locked 40.3 8 0 12 Locked 40.9 10 0 13 Locked 40.3 6 0 14 Locked 40.9 17 0 15 Locked 40.3 24 0 16 Locked 40.9 25 0 17 Locked 40.9 37 0 18 Locked 40.9 30 0 19 Locked 40.3 26 0 20 Locked 40.9 24 0 21 Locked 40.3 28 0 22 Locked 40.9 40 0 23 Locked 40.9 28 0 24 Locked 40.3 24 0
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Alessandro Volta
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Message 3 of 14
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Re: Incredibly low download speeds in Camden

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

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

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 4 of 14
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Re: Incredibly low download speeds in Camden

I have a similar scenario on M350:

~ Speedtest cli

Speedtest by Ookla

Server: Virgin Media - Brentford (id = 3788)
ISP: Virgin Media
Latency: 11.20 ms (1.80 ms jitter)
Download: 18.01 Mbps (data used: 24.6 MB)
Upload: 19.44 Mbps (data used: 30.2 MB)
Packet Loss: 0.0%
Result URL: https://www.speedtest.net/result/c/3dd4818e-d7ed-41cc-ae68-6ee2f5f536a8
➜ ~ Speedtest cli

Speedtest by Ookla

Server: Virgin Media - Brentford (id = 3788)
ISP: Virgin Media
Latency: 11.44 ms (2.36 ms jitter)
Download: 21.46 Mbps (data used: 28.5 MB)
Upload: 19.48 Mbps (data used: 26.0 MB)
Packet Loss: 1.0%
Result URL: https://www.speedtest.net/result/c/8692bd92-4d3b-4620-9860-a9a5ab4b5f3a
➜ ~ Speedtest cli

Speedtest by Ookla

Server: Virgin Media - Brentford (id = 3788)
ISP: Virgin Media
Latency: 10.54 ms (1.62 ms jitter)
Download: 22.65 Mbps (data used: 31.9 MB)
Upload: 19.08 Mbps (data used: 33.0 MB)
Packet Loss: 0.4%
Result URL: https://www.speedtest.net/result/c/92f482cb-f76b-42fe-8bf0-25eb8776c387

 

absolute rubbish!

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Message 5 of 14
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Re: Incredibly low download speeds in Camden

I take it back, tried the test direct via cable...

Speedtest by Ookla

Server: GTT.net - Slough (id = 24387)
ISP: Virgin Media
Latency: 8.64 ms (6.58 ms jitter)
Download: 383.66 Mbps (data used: 345.0 MB)
Upload: 23.69 Mbps (data used: 34.6 MB)
Packet Loss: 0.0%
Result URL: https://www.speedtest.net/result/c/098409fc-6b8c-4d0e-b88a-42a025c1c282

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Message 6 of 14
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Re: Incredibly low download speeds in Camden


@waynedge wrote:

... snip ...


If you want assistance please start your own thread.

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

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 7 of 14
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Re: Incredibly low download speeds in Camden

Gave it a go, still at 0.6 download
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Re: Incredibly low download speeds in Camden

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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Re: Incredibly low download speeds in Camden

Can you please

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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Re: Incredibly low download speeds in Camden

Downstream bonded channels

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

13310000004.540256 qam25
22670000004.840256 qam17
32750000004.540256 qam18
42830000004.540256 qam19
52910000004.140256 qam20
62990000004.340256 qam21
73070000004.340256 qam22
83150000004.440256 qam23
93230000004.540256 qam24
103390000004.440256 qam26
11347000000440256 qam27
123550000003.540256 qam28
133630000003.240256 qam29
143710000003.540256 qam30
153790000003.440256 qam31
163870000003.440256 qam32
17395000000340256 qam33
184030000003.240256 qam34
194110000003.440256 qam35
204190000003.540256 qam36
214270000003.740256 qam37
224350000003.540256 qam38
234430000003.440256 qam39
244510000003.440256 qam40



Downstream bonded channels

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

1Locked40.9130
2Locked40.920
3Locked40.960
4Locked40.9150
5Locked40.3120
6Locked40.970
7Locked40.3120
8Locked40.9110
9Locked40.390
10Locked40.3130
11Locked40.380
12Locked40.9100
13Locked40.360
14Locked40.9170
15Locked40.3240
16Locked40.9250
17Locked40.9370
18Locked40.9300
19Locked40.3260
20Locked40.9240
21Locked40.3280
22Locked40.9400
23Locked40.9280
24Locked40.3240

 

Upstream bonded channels

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

15369999643.3512064 qam2
23940009243.3512064 qam4
34620004143.3512064 qam3
46030001943.3512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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