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Intermittent speed test results below minimum guaranteed download speed

I'm on the M100 product, which was installed on 20 August after a 6 month wait!

Now its installed I am regularly getting speed tests below the minimum guaranteed download speed of 54mbps. I'm keeping a log of this in a spreadsheet and keeping screenshots, making sure to do all these speed tests when plugged into the router in router mode with a cat6 ethernet cable. I have made 2 phone calls to technical support about this issue - I was given various suggestions such as rebooting my mac laptop into safe mode (not a mac feature) and changing my wifi to separate the 5ghz and 2.5ghz channels - when I'd clearly explained the problems are showing up when connected with a cat6 cable. First phone call resulted in a new cat6 cable being sent out, 2nd phone call resulted in a new router being sent out - but i'm convinced this is a network problem and this is not going to make a difference.

I plan on using the Ofcom broadband speeds code of practice to get out of my contract penalty free if this is not resolved within 30 days and opened a complaint over the phone on 27/08/2019 after the first unsatisfactory technical support call and followed up by post the next day, however i'm not sure what evidence I need to prove the connection is not behaving as advertised, and would of course prefer it if someone could actually look into this and fix the problem. From prior experience with a complaint you are unlikely to respond to me until I have to refer the matter to CISAS, which will again be happening if this problem is not dealt with.

My router status shows the following

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
186750000
Locked
Ranged Upstream Channel (Hz)	
60300000
Locked
Provisioning State	
Online
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	186750000	4	35	256 qam	7
2	194750000	3.7	35	256 qam	8
3	202750000	3.5	35	256 qam	9
4	210750000	3.4	34	256 qam	10
5	218750000	3	24	256 qam	11
6	234750000	2	35	256 qam	13
7	242750000	1.2	35	256 qam	14
8	250750000	0.4	35	256 qam	15
9	258750000	0	35	256 qam	16
10	266750000	0.2	35	256 qam	17
11	274750000	0.7	35	256 qam	18
12	282750000	0.7	35	256 qam	19
13	290750000	0.7	35	256 qam	20
14	298750000	0	35	256 qam	21
15	306750000	0.5	35	256 qam	22
16	314750000	0.2	35	256 qam	23
17	322750000	-0.4	35	256 qam	24
18	402750000	-1.2	35	256 qam	30
19	410750000	-1.5	35	256 qam	25
20	418750000	-2	35	256 qam	26
21	426750000	-2	35	256 qam	27
22	434750000	-2	35	256 qam	28
23	442750000	-1.9	35	256 qam	29


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	35.5	52	0
2	Locked	35.5	41	0
3	Locked	35.7	42	1
4	Locked	34.9	1017	1
5	Locked	24.1	817193	46468050
6	Locked	35.5	40	0
7	Locked	35.7	49	1
8	Locked	35.5	38	0
9	Locked	35.7	39	10
10	Locked	35.5	31	12
11	Locked	35.5	28	0
12	Locked	35.5	34	0
13	Locked	35.7	27	0
14	Locked	35.5	27	0
15	Locked	35.5	28	0
16	Locked	35.5	42	0
17	Locked	35.7	41	0
18	Locked	35.7	61	0
19	Locked	35.7	94	0
20	Locked	35.5	122	0
21	Locked	35.7	139	0
22	Locked	35.7	150	0
23	Locked	35.7	189	0
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	3.825	5120	64 qam	13
2	39400000	3.825	5120	64 qam	16
3	46200000	3.8	5120	64 qam	15
4	53700000	3.775	5120	64 qam	14


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
Network Log
Time	Priority	Description
04/09/2019 07:15:25	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:15:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:16:41	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:16:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:18:33	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:18:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:20:17	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:20:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:21:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:21:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:25:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:25:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:28:37	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:28:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:29:42	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:29:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:30:38	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:30:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:32:24	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2019 07:32:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

And heres the current log of speed tests

Dates	Time	Ofcom DL	Ofcom UL	fast.com dl	fast.com ul	spedtest.net dl	speedtest.net ul	thinkbroadband dl	thinkbroadband ul
30/08/2019	22:43	3.2	3.1						
02/09/2019	09:27	7.3	9.9	46	11	35.01	9.85		
03/09/2019	21:10	12.9	9.6	35	10			21	5.5
04/09/2019	7:55	1.3	8.9	36	8.5	52.8	9.65	30.4	8

 

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Message 2 of 14
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Re: Intermittent speed test results below minimum guaranteed download speed

Your Download power levels are in spec but vary from each other quite a bit (mines vary by 1.5 from lowest to highest) your readings vary by 6 but I do not know if this is cause for concern or not.

 dBmv @ 6952 Ksyms/sec

Per DS Channel

Bonded total power **

DOWNSTREAM 64QAM

-17 to +13 dBmv

 < 33 dBmv

DOWNSTREAM 256QAM

-13 to +17 dBmv

 < 33 dBmv

 

Your Upload power level are bang on (ignore the decimal point as it is a GUI bug) so you are really 38 not 3.8.

DOCSIS 2 @ 5120 Ksyms/sec

Single Channel Locked

2 Channels Locked

3 or 4 Channels Locked

UPSTREAM 16QAM

+23 to +58 dBmv

+23 to 55 dBmv

+23 to 52 dBmv

UPSTREAM 64QAM

+23 to +57 dBmv

+23 to 54 dBmv

+23 to 51 dBmv

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Very Insightful Person
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Message 3 of 14
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Re: Intermittent speed test results below minimum guaranteed download speed

Also check with a different browser. Use (use 2 different ones e.g. Opera, Safari & Firefox) there are a number of reports on here where a browser can limit speeds on an Mac - e.g

https://community.virginmedia.com/t5/Speed/Slow-broadband/td-p/3960227

https://community.virginmedia.com/t5/Speed/Etherent-speed-slow/m-p/3912102#M202773


--------------------
John
--------------------

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Intermittent speed test results below minimum guaranteed download speed

It looks like you have a downstream SNR problem, you have a suck out on one channel and matginal SNR on others.
The logs only cover a 20 minute period, but show the downstream in some distress.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

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Message 5 of 14
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Re: Intermittent speed test results below minimum guaranteed download speed

Hi timmow.

 

Thanks for posting and welcome to the community. My apologies for the low speeds. Has there been an improvement since posting? If not, please let me know and we can assist further.

 

Kind regards,

John_GS
Forum Team

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Re: Intermittent speed test results below minimum guaranteed download speed

No, speeds have not got better since installing a new router. I recorded the following speed tests last night, all below the minimum guaranteed download speed

DatesTimeOfcom DLOfcom ULfast.com dlfast.com ulspedtest.net dlspeedtest.net ulthinkbroadband dl
thinkbroadband ul
10/09/201920:179.66.114916919.88.6

 

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Re: Intermittent speed test results below minimum guaranteed download speed

Called today to try and report the SNR problem and report that intermittent speeds were not fixed with a new router. Was told the problem is with my laptop and I need to try using another laptop. Was also told the new router needed a factory reset - I dont have a pin or anything to reset the router with and the person on the end of the line was clear that was my problem to sort out and virgin will not take this further until I have done a factory reset.

Despite multiple references to the ofcom broadband speeds code of practice, the people answering the call would not acknowledge that a fault has been logged, and repeatedly told me there was no fault on my line.

I think at this stage, after nearly 2 hours trying the technical support route i'm going to have to raise my second complaint to CISAS, unless virgin actually reply to the letter I sent them on 27 August regarding this. I think i've made reasonable efforts to fix the fault at my end and believe there is a fault with my broadband connection, but have no evidence this has been logged or the broadband speeds code of practices is being complied with. I think CISAS will find in my favour and allow me to leave my contract penalty free.

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Re: Intermittent speed test results below minimum guaranteed download speed

It's a shame that VMs customer service is so appalling, even this forum isn't what it used to be. The fault is obvious from the stats that have been posted (SNR levels) and probably could be fixed with an engineer visit but getting customer service to understand that is the hard part. I wonder how many customers (and money) VM lose through cases like this which could be easily solved. 

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Re: Intermittent speed test results below minimum guaranteed download speed

Hi timmow,

 

Thanks for coming back to me. I am sorry that things are no better, but I can see we've now booked a tech visit. Please let me know how the visit goes. 

 

Kind regards,

John_GS
Forum Team

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Re: Intermittent speed test results below minimum guaranteed download speed

Engineer visit only happened because I happened to have a spare laptop on which to test the connection. Agent on the phone refused to take the complaint any further until I had borrowed, or bought another laptop. If I was in the situation where I only had 1 laptop to test this on I would have been out of luck. I also had to speak to 3 agents before anyone would agree to send a technician out, all blaming my equipment. The agents all said there was not a SNR problem on the line. None of the agents would acknowledge the ofcom broadband speeds code of practice or confirm my speed issue had been logged in accordance with 2.5.4 a of this (https://www.ofcom.org.uk/__data/assets/pdf_file/0026/111698/statement-voluntary-code-practice-reside...). They didnt seem to have any knowledge that a code of practice existed - you are supposed to make me aware of this if I have speed issues. I also had to spend 1hour and 30 minutes on the phone to convince the agent that a technician should be sent out.

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