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Lozziecrxox
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Incredibly slow speeds

I’d like to know how I can get some assistance with my internet speed. I’m promised 100mbps and I’m getting 3.5


ive had virgin for 2? Weeks now and it’s already gone down multiple times. I’m living in a city so it really shouldn’t be like this. 

happy to attach photos of speed tests aswell


can I cancel? What can I do 

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DJ_Shadow1966
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Re: Incredibly slow speeds

Hello
Thank for joining in on the forum, we will try the best to get your issue resolved.

How are you doing the speedtest is it either wired or wireless, wired is always the best option as wireless can be affected by many different things.

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amout of data to the hub asking if it still on.

Regards Mike

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Lozziecrxox
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Re: Incredibly slow speeds

Hi Mike,

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
133075000012.840256 qam25
2234750000738256 qam13
32427500007.638256 qam14
42507500008.538256 qam15
52587500008.538256 qam16
62667500008.938256 qam17
72747500009.438256 qam18
82827500009.638256 qam19
92907500009.638256 qam20
1029875000010.638256 qam21
1130675000011.438256 qam22
1231475000011.338256 qam23
1332275000011.938256 qam24
1433875000012.538256 qam26
1534675000011.938256 qam27
163547500001238256 qam28
1736275000012.338256 qam29
183707500001238256 qam30
193787500001238256 qam31
2038675000012.538256 qam32
2139475000012.538256 qam34
224027500001238256 qam35
234107500001238256 qam36
2441875000012.540256 qam37


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.31975225
2Locked38.67654202
3Locked38.67184073
4Locked38.97593924
5Locked38.68203894
6Locked38.67303864
7Locked38.66013997
8Locked38.96803935
9Locked38.96463916
10Locked38.61616510
11Locked38.91656921
12Locked38.91636411
13Locked38.61576425
14Locked38.61547211
15Locked38.91796499
16Locked38.91986510
17Locked38.62026798
18Locked38.91836461
19Locked38.91917532
20Locked38.61766725
21Locked38.91847658
22Locked38.92077199
23Locked38.92436907
24Locked40.32158447

 

 

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030000042.8512064 qam1
24619999042.3512064 qam3
33940000042.3512064 qam4
45370000042.5512064 qam2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00100
2ATDMA0010
3ATDMA0000
4ATDMA0000
 
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Lozziecrxox
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Re: Incredibly slow speeds

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057+voc-b.cm



Primary Downstream Service Flow

SFID60694
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID60693
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

10/05/2021 08:19:28Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 19:05:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 12:25:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 14:24:50Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 14:24:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 14:24:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 14:24:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 14:24:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:16:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 10:33:13criticalReceived 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;
07/05/2021 10:30:24Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 10:30:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 10:30:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 10:30:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 10:30:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 10:30:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 16:10:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/05/2021 12:36:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 05:55:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 00:36:40ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Lozziecrxox
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Re: Incredibly slow speeds

Capture.PNG

 

WIRED connection

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DJ_Shadow1966
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Re: Incredibly slow speeds

Hello

Checking your power levels they are too high it should be between -6 and +10 will flag this for a VM staff member to have a look.

Regards Mike

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Katie_WT
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Re: Incredibly slow speeds

Hi there @Lozziecrxox

 

Welcome to our Community and thanks so much for your first post - I was sorry to understand that  you've been having some issues with your speeds recently. 

 

I have located your account from your forum information and can see that we have since been contacted and a technician has already been booked for your issues due to the signal levels being a bit out of specification. 

 

You can check the date and time of this visit via your online account at anytime; do feel free to pop back when we've visited to keep us posted

 

Cheers

 

 

Katie - Forum Team


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