Low speed

[Maspinall]

Hi I am getting consistently low speeds at my house. Attached screenshots of router speeds from Sam knows and through the virgin app.

You can see on the Sam knows screenshot that the package is 1000/100. But the hub consistently gets 250mb or much less in the screenshots from the app.

I have tried several pinhole resets to no avail. If 250mb is the maximum speed I can get then I would prefer to just pay for that rather than the 1000mb I am paying for.

How can I get help for this as accessing support has been much more difficult than expected. 

 

 

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[Client62]

Are there 2 speed issues here ...

1) the speed at the VM Hub, the Downstream is under 25% of what is expected ( as above share the power levels )

2) The Desktop computer managed about 84 on both upstream and down stream, this suggest that computer is linked to the VM Hub 5 via a 100Mb/s network connection.  If you expected a 1Gb/s connection that also needs investigation to see if there is a problem with the desktop computer or the connecting cable etc.

[Maspinall]

The upstream speed is as expected with the plan 1000/100

I'm relatively computer savvy but am beyond my knowledge with these power level numbers. Attached below + network logs

I don't have time to set up the BQM log suggested

[carl_pearce]

It takes two minutes to setup a BQM.

Regardless, it looks like a SNR issue.

[Maspinall]

Cool thanks Carl. Is that something I can fix or an engineer needs to come out and fix?

[carl_pearce]

It's either a local outage, or specific to your line.

Check for issues here:

https://www.virginmedia.com/help/check/status

If it's a local outage VM will not send an engineer to your home as it's related to hardware in a cabinet.

[Adduxi]

Terrible line stats, far too much noise on the circuit and the Downstream 3.1 power is too low.

One for VM to fix methinks !

[Maspinall]

Thanks all. So sounds like I need virgin to get involved. I would have thought this forum was an avenue as I couldn’t find another way. Do they monitor these forums??

completed the BQM

 

 

[carl_pearce]

It can take a few days to a week for VM to reply on here.