on 13-02-2023 22:18
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!!?
on 14-02-2023 08:28
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.
on 14-02-2023 11:47
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.
on 14-02-2023 12:35
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.
on 14-02-2023 13:00
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.
14-02-2023 13:57 - edited 14-02-2023 13:57
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?
on 14-02-2023 16:37
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.
on 14-02-2023 16:59
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 |
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 |
|
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 |
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 |
on 14-02-2023 17:25
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.
on 16-02-2023 18:42
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,