Virgin Media Community

[waz1234]

Been a happy customer of VM for a few years. Running a Hub 3, 350Mbit package. It's been solidly over 250Mbit most of the time over the past few years. This week the connection has suddenly dropped to around 2-3Mbit...basically unusable. Nothing in my configuration has changed since this drop.

Setup

Home Hub 3

Windows 10 Desktop with ethernet connection directly into hub Tested using multiple speed test websites (Google / Ookla / Sam Knows).. all showing similar dismal results.

Have also tested with a Macbook Pro (via ethernet), Android/IoS devices (Wifi) and all experiencing similar issues.

Router has been rebooted many times. 

Nothing has changed on our side, I'm sure there's an issue on the Virgin side, how can I get this resolved!!?

[Client62]

Discovering where the speed is lost is critical to understanding the problem.

Using the link below start the test and then be sure to click on  Run full test to see the upstream figures.

The results should show the speed to the Hub as being at the subscription rate - if not check for a local fault 0800 561 0061

The speed the computer draws/sends data at may differ from the Hub.  Computer software/cables/WiFi affect the outcome.

https://www.samknows.com/realspeed/


Assuming the speed to the Hub is good, for computers that are network cabled direct to the Hub, if seeing download speeds below 100Mb/s suspect a network cable that is out of spec, for network speeds that are below 10Mb/s suspect a network cable that is damaged / very defective.   A replacement cable CAT6A or better cable could be needed.

Post the results folks will be happy to help analyse the outcome.

[waz1234]

Thanks for the quick reply I appreciate the help.The results of the samsknows scan are below.

Few points about the other ideas.

At 4.8mbit downstream the ethernet cable speed is not likely to be the problem, 100 vs 1000 Mbit both are cable of much faster than that. Regardless I'm using a Cat 6 cable, so its not the cable speed thats the issue. I've also had this connection running at 250Mbit with the same setup. Also note our upload speeds are quite fast. 

Re: Damaged cable. 

I see the same results with both Wifi & Wired. I also do sometimes see much faster speeds (250Mbit+) through this setup, so that leads me to believe it's not the fault of one individual cable. 

[Client62]

Agreed internal cables are not the issue here.

There is a big Download problem to the VM Hub - we should see a speed over 350 Mb/s.

Check the coax cables are secure at the wall and at the back of the Hub

Check on 0800 561 0061 for local faults. This is an automated number.

If there is not a local fault then call support and report the fault, they can test the Hub remotely, if an engineer is offered accept that.

[waz1234]

Super weird issues on here. 

Spoke with VM support, they found some ambiguous "connection fault" which they "resolved" and now its all going to be fine. 

I've rebooted router again and initial speeds are good, see screen grab below.

But I also called the 0800 automated line and it advised there were ongoing issues in our area? So I'm going to monitor over the next few days and will report if I still have issues. 

[waz1234]

Strangely each time after a reboot the router it connects nice and fast (300mbit +), then after about 5-10mins it drops to a miserable speed again. Like there's throttling kicking in, or a renegotiation taking place. Anyone seen behaviour like that before?

[Client62]

What to the Router stats  look like for the Downstream and Upstream channels ?

If needed, Copy and Paste the text of the Upstream / Downstream stats into the log for a hand in reading them.

[waz1234]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	323000000	Locked
Ranged Upstream Channel (Hz)	36599988	Locked
Provisioning State	Online

Downstream Bonded Channels

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

1	323000000	6.5	34	256 qam	24
2	139000000	5	26	256 qam	1
3	147000000	4.4	26	256 qam	2
4	155000000	4	26	256 qam	3
5	163000000	4.3	27	256 qam	4
6	171000000	4.3	27	256 qam	5
7	179000000	4.6	27	256 qam	6
8	187000000	4.8	27	256 qam	7
9	195000000	4.9	28	256 qam	8
10	203000000	5	29	256 qam	9
11	211000000	4.9	28	256 qam	10
12	219000000	5	29	256 qam	11
13	227000000	4.8	29	256 qam	12
14	235000000	4.5	29	256 qam	13
15	243000000	4.5	30	256 qam	14
16	251000000	4.3	30	256 qam	15
17	259000000	4.5	30	256 qam	16
18	267000000	4.6	31	256 qam	17
19	275000000	5.3	31	256 qam	18
20	283000000	5	32	256 qam	19
21	291000000	5.8	33	256 qam	20
22	299000000	5.5	33	256 qam	21
23	307000000	5.8	33	256 qam	22
24	315000000	5.9	33	256 qam	23

Downstream bonded channels

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

1	Locked	34.3	56408	0
2	Locked	26.8	228363221	156868893
3	Locked	26.9	247717411	137246693
4	Locked	26.9	257964321	126788184
5	Locked	27	261096818	123611936
6	Locked	27.1	277790857	106369376
7	Locked	27.3	308618166	73356740
8	Locked	27.6	340115262	35301789
9	Locked	28.3	326933760	1262414
10	Locked	29	245692644	7783
11	Locked	28.9	260934710	25970
12	Locked	29.3	205084472	704
13	Locked	29.6	166878656	38
14	Locked	29.9	121544306	0
15	Locked	30.3	90737160	0
16	Locked	30.6	64364202	0
17	Locked	30.8	46509539	0
18	Locked	31.1	32262349	0
19	Locked	31.6	13348872	0
20	Locked	32.2	5515229	0
21	Locked	33	1251235	0
22	Locked	33.4	467473	0
23	Locked	33.8	244824	0
24	Locked	33.9	107605	0

Upstream bonded channels

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

1	36599988	40.3	5120	64 qam	3
2	23600000	39	5120	64 qam	5
3	30100000	38.8	5120	64 qam	4
4	43100000	40.8	5120	64 qam	2
5	49600019	41.8	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	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[Client62]

Looks at all those Post RS Downstream errors !

But the big shock is the Upstream all 5 channels are 64 qam - Which is 100% normal.   I was not expecting that.

There must be some local issue 0800 561 0061

or an area issue : https://my.virginmedia.com/faults/service-status

Call support report the fault.

[Akua_A]

Hi @waz1234 ,

Welcome to our community forums and sorry to see you have been having issues with your service speeds. We can understand the inconvenience caused. I can however see you have been able to reach our team who booked an appointment for you. Please let us know how the appointment goes and if you need any further help

Thanks,