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M350 Fibre Package - All week getting about 2mbps down

Tuning in

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.


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!!?



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.

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.



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. 


Screenshot 2023-02-14 at 11.43.40.png

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.

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. 





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?

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.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
Ranged Upstream Channel (Hz)
Provisioning State


Downstream Bonded Channels


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

13230000006.534256 qam24
2139000000526256 qam1
31470000004.426256 qam2
4155000000426256 qam3
51630000004.327256 qam4
61710000004.327256 qam5
71790000004.627256 qam6
81870000004.827256 qam7
91950000004.928256 qam8
10203000000529256 qam9
112110000004.928256 qam10
12219000000529256 qam11
132270000004.829256 qam12
142350000004.529256 qam13
152430000004.530256 qam14
162510000004.330256 qam15
172590000004.530256 qam16
182670000004.631256 qam17
192750000005.331256 qam18
20283000000532256 qam19
212910000005.833256 qam20
222990000005.533256 qam21
233070000005.833256 qam22
243150000005.933256 qam23

Downstream bonded channels

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







Upstream bonded channels

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

13659998840.3512064 qam3
22360000039512064 qam5
33010000038.8512064 qam4
44310000040.8512064 qam2
54960001941.8512064 qam1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts




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 :

Call support report the fault.

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


Forum Team

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