Virgin Media Community

[donnapkelly]

I have a package which includes M100 fibre at a little over £100/month and I'm in the WA10 postcode district.

I have a Hub 2 in Modem Mode, and a Gigabit VPN router connected to that.  My computers are Gigabit hardwired to the router.  I don't use WiFi for machine connectivity, only for TV, phones, tablet.  Here's the issue:

Lunchtime download speeds on four consecutive days:  8.40, 7.81 Mbps, 9.42, and 6.18 Mbps.  I've ensured there's no other activity during these tests except the speed checker.  These very slow speeds are seriously affecting Remote Desktop session and and playing havoc with Teams and WebEx.

I sent a message via the online complaints facility but I haven't had a reply (I asked for email).  Anybody got any advice?

[carl_pearce]

Could you access your router using http://192.168.0.1/ or http://192.168.100.1/  for modem mode . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? (The tabs may differ slightly since it's a HUB 2).

At least we can check the stats to rule out an issue with the line.

[donnapkelly]

Carl,

thanks for the quick response.

FYI, I've changed the Hub yesterday from 2 to a 3, but no significant difference.  Being a Sunday @ 1740 instead of mid-day during the work week helps, though.  Download speed a few moments ago is 13.2 Mbps.

The data requested is below.  By the way,, I didn't understand what you meant by 'don't log in'.  It's a bit tough to get to the Cable Modem Status  Home>Advanced Settings>Tools>Network Status otherwise.  I also included Status and General Configuration data at the end, just in case they might prove useful.

Also FYI, I've had to break this message into multiple posts because of the length limit.

Cheers, Donna

Network Log

Time Priority Description

26/07/2020 16:36:20	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2020 16:36:4	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 21:48:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 21:28:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2020 17:29:13	notice	SW download Successful - Via Config file
24/07/2020 17:27:3	notice	SW Download INIT - Via Config file
17/07/2020 20:26:0	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2020 20:26:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2020 20:22:32	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2020 20:14:11	notice	SW download Successful - Via Config file
17/07/2020 20:08:44	notice	SW Download INIT - Via Config file

Upstream bonded channels

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

1	46199969	4.45	5120	64 qam	3
2	39400031	4.3	5120	64 qam	4
3	53700014	4.45	5120	64 qam	2
4	60300009	4.45	5120	64 qam	1

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

[donnapkelly]

<second part of response>

Downstream bonded channels

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

1	387000000	0.4	37	256 qam	32
2	267000000	0.9	37	256 qam	17
3	275000000	1.2	37	256 qam	18
4	283000000	0.7	37	256 qam	19
5	291000000	1.2	37	256 qam	20
6	299000000	1.7	37	256 qam	21
7	307000000	1.4	37	256 qam	22
8	315000000	1	37	256 qam	23
9	323000000	0.7	37	256 qam	24
10	331000000	0.9	38	256 qam	25
11	339000000	0.7	37	256 qam	26
12	347000000	0.5	37	256 qam	27
13	355000000	0.7	37	256 qam	28
14	363000000	0.9	38	256 qam	29
15	371000000	0.2	37	256 qam	30
16	379000000	0.4	37	256 qam	31
17	395000000	0	37	256 qam	33
18	403000000	-0.2	37	256 qam	34
19	411000000	0.4	37	256 qam	35
20	419000000	0.2	37	256 qam	36
21	427000000	0	37	256 qam	37
22	435000000	0.2	37	256 qam	38
23	443000000	0	37	256 qam	39
24	451000000	-0.7	37	256 qam	40

Downstream bonded channels

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

1	Locked	37.6	120	0
2	Locked	37.3	54	0
3	Locked	37.3	37	0
4	Locked	37.6	50	0
5	Locked	37.3	41	0
6	Locked	37.6	41	0
7	Locked	37.6	36	0
8	Locked	37.6	44	0
9	Locked	37.6	55	0
10	Locked	38.6	45	0
11	Locked	37.6	72	0
12	Locked	37.6	94	0
13	Locked	37.6	80	0
14	Locked	38.6	90	0
15	Locked	37.3	141	0
16	Locked	37.6	120	0
17	Locked	37.6	192	0
18	Locked	37.3	192	0
19	Locked	37.3	213	0
20	Locked	37.6	223	0
21	Locked	37.6	237	0
22	Locked	37.6	233	0
23	Locked	37.3	252	0
24	Locked	37.3	408	0

Item Status Comments

Acquired Downstream Channel (Hz)	387000000	Locked
Ranged Upstream Channel (Hz)	46199969	Locked
Provisioning State	Online

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	Bsgvca69834ncxv9873254k;fg87d

Primary Downstream Service Flow

SFID	30102
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	6920
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[carl_pearce]

You can access the stats, without signing in, following the initial setup of the HUB 3:

Your stats look ok.

Could you confirm if you are using the HUB in modem mode, as you were previously?

You also metioned it was a 'Gigabit VPN' router. Is there a VPN permanently setup?

[donnapkelly]

Carl,

again, thank you for getting back so promptly.

I can confirm that Hub 3 is indeed in modem mode, all the stuff in my previous messages came from 192.168.100.1.

VPN?  No, I took it down.  I did not want to have anything else running when I was doing speed trials.

Today, according to https://broadbandtest.which.co.uk/ we have 7.5 Mbps, according to https://broadbandnow.com/speedtest it is 5.45 Mbps, and according to https://www.broadbandspeedtest.org.uk/ it is 9.98 Mbps.

Regards, Donna 

[donnapkelly]

Thanks for pointing out the Router Status link.  I didn't spot that,

[carl_pearce]

With the stats looking ok I would suggest you setup a BQM (Broadband Quality Monitor):

https://www.thinkbroadband.com/broadband/monitoring/quality 

Once you've created an account you will need to start a new monitor.

Leave it for 24 hours (It doesn't affect your internet connection) then post the results on here.

[Buffer6]

Try your speedtests@ https://www.speedtest.net/  The which site is wildly out

[comparefibre]

Or try the Virgin specific speedtest at https://comparefibre.co.uk/virgin-media-speed-test/