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Kasmondo
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M350 Slow Speeds - New Customer

Hi,

Just the Virgin Broadband family on Friday on the M350 broadband package, and have had problems which I am hoping someone here can help me. 

Firstly want to say I have tried ringing Customer Services, been on the phone for almost 5hrs, spoke to 4 briefly (about 20mins), got cut off by all four, and not one of them helped in resolving my issue of slow speed. Spent 1hr 20mins waiting for 2nd line support and no one picked up the phone. 

Secondly I am achieving speeds that are no were near what I expected from Fibre, in fact, they are worse than Copper. Using thinkbroad.com and speedtest.samknows.com from Friday, I am getting on average (monitoring every hour) 38Mbps download and 22Mbps upload. It is Sunday evening, 11:34pm and the speed test is 72Mbps download and 37Mbps upload. 

Hope someone can help me here..

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Kasmondo
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Re: M350 Slow Speeds - New Customer

Checked the Router and here are the logs:

Downstream bonded channels

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

11390000001.437256 qam1
21470000001.738256 qam2
31550000001.537256 qam3
41630000001.538256 qam4
51710000001.538256 qam5
61790000001.537256 qam6
71870000001.537256 qam7
81950000001.438256 qam8
9203000000137256 qam9
102110000000.937256 qam10
112190000000.938256 qam11
122270000000.537256 qam12
132350000000.237256 qam13
14243000000037256 qam14
15251000000037256 qam15
16259000000-0.437256 qam16
17267000000-0.737256 qam17
18275000000-0.937256 qam18
19283000000-0.737256 qam19
20291000000-137256 qam20
21299000000-137256 qam21
22307000000-137256 qam22
23315000000-137256 qam23
24323000000-1.237256 qam24



Downstream bonded channels

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

1Locked37.3110
2Locked38.9300
3Locked37.3250
4Locked38.6250
5Locked38.6210
6Locked37.3250
7Locked37.6270
8Locked38.6240
9Locked37.6260
10Locked37.6180
11Locked38.6260
12Locked37.6310
13Locked37.3300
14Locked37.6310
15Locked37.6180
16Locked37.6120
17Locked37.3210
18Locked37.3150
19Locked37.3320
20Locked37.3310
21Locked37.3540
22Locked37.6270
23Locked37.3220
24Locked37.3180

 

Upstream bonded channels

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

13939976232.7512032 qam2
23260006733512032 qam3
34619986232.8512064 qam1
42580007233512032 qam4

 

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Kasmondo
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Re: M350 Slow Speeds - New Customer

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0010
4ATDMA000

0

 

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Kasmondo
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Re: M350 Slow Speeds - New Customer

Network Log
Time Priority Description
08/05/2021 20:59:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2021 15:57:22 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2021 10:26:36 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/05/2021 11:58:53 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 21:39:13 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 21:29:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 21:28:37 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:28 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:24 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 16:59:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 11:12:58 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:58:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:48:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:48:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:48:20 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:48:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/05/2021 10:37:1 notice SW download Successful - Via Config file

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newapollo
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Re: M350 Slow Speeds - New Customer

Hi Kasmondo,

You have a problem with your upstream power levels as they seem low. Also the QAM's should all be 64.

Was this a manned install or a self install?  If it was manned the engineer should have checked the levels.

Can you go round and check all the cabling, especially the white coaxial. They should all be snug and tight with no kinks.

You could also set up a BQM monitor  at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link

Under your BQM graph are two links in red. Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)  In the URL box paste the link you copied and then click OK.

 

Upstream bonded channels

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

13939976232.7512032 qam2
23260006733512032 qam3
34619986232.8512064 qam1
42580007233512032 qam4
Dave

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Kasmondo
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Re: M350 Slow Speeds - New Customer

Hi Dave,

Thank you for the quick response - this was a manned install. The installation engineer gave me extra white cable which is coiled and neatly tie-wrapped as we will be moving the box. I did check the connections of the white cable on the white box on the wall and router and all are hand-tight. What I might do is untie the coiled cable and check again.

In the meantime I'll look into installing BQM. Thanks.
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Beth_G
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Re: M350 Slow Speeds - New Customer

Hi Kasmondo,

 

Welcome to the Community Forums and to Virgin Media! Thanks for your first post.

 

I'm sorry to hear you've been having trouble with your broadband since it was installed and that you haven't been able to get much help with this when you called through to us.

 

Newapollo is absolutely spot on with everything they've advised - if you can please just check through all your cabling and ensure everything is secure and get back to us, that'd be great and we'll go from there. We most likely will need to arrange another engineer visit.

 

Kind regards,

 

Beth

Beth
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Kasmondo
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Re: M350 Slow Speeds - New Customer

Hi Beth,

Checked all the cables and connections. No improvement. Did a hard reset and monitored for couple of days. No improvement. 

Still getting same or worse speeds, and definitely no way close to the M350 speeds. In fact, on wifi, getting faster speeds tethering my laptop with my phone. 

Ordered meshes to improve the wifi across the house, garden and outbuilding for the family who use wireless assets e.g. phones, ipads, wireless speakers.

I have got the key house devices e.g. security, heating connected to the wired network and have the relevant Cat6 ports connected. Checked the speeds on the wired network and these are no way near the 350Mbps . 

Also have been experiencing no internet which has not been ideal as the wife and I are working from home. 

Will be a week into using Virgin, not quite the service I would of expected to pay. 

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Andrew-G
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Message 9 of 13
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Re: M350 Slow Speeds - New Customer

Well, given that you have a 14 day cooling off period to cancel without penalty, you've got a rapidly decreasing time to get out before you're locked in for 18 months with a £240 early exit charge.  Your experience of VM telephone support is not unusual, against which when VM works it is fast and stable, and this forum is often the best chance for getting problems resolved in a civilised manner.  The company have created a service that (usually, and with some caveats) works marvellously so long as you don't need to speak to anyone, but should you need to speak to the company the whole customer experience can sometimes become an unpleasant experience of delays, misinformation and circular bureaucracy.

I'm not saying cancel, I'm not saying don't cancel.  The indicated fault is usually an easy fix for a field technician.  But choose wisely based on your needs, your alternative choices, and what you've experienced so far.

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Gareth_L
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Re: M350 Slow Speeds - New Customer

Hi Kasmondo

Sorry this is still not working right 

I honestly thinks its best if we booked a return visit for an engineer to take a look 

I am more than happy to take book this in for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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