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MrMusketUK
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Message 1 of 24
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M350 slow during the day

Hi all,

New customer here, I had M350 broadband activated yesterday in NN9 (Area 31) having run quite a few speed tests I am quite disappointed with the speeds I am getting. I am running the tests hard wired via a CAT6 cable. The speed seems to drop significantly during the day, not sure if this it to be expected?

Screenshots below (hopefully)


F1BC8F65-34AD-41A5-960D-33A4B052DB32.jpeg612CB004-5833-4F7A-99B0-347166DF230A.jpegA03FDEFE-3307-4F33-8D15-97E4FDF0A6FB.jpegAE8907C7-BBB0-4491-853E-24157BD72FA1.jpegAB5BB044-99F7-4CF8-9F9E-621DC112AFDA.jpegF1EC96F0-A0D6-4E28-847A-FA2A53D07C6F.jpegA550BC9B-9783-4F38-9FCA-F17A8E61B762.jpeg

When I was running speed tests early yesterday evening it was maxing out at around 100Mbps down and 18Mbps up.

Any advice or suggestions would be greatly appreciated, one of the main reasons I ordered a connection through Virgin was for the improved upload speeds over my VDSL line...

Thanks

Miles

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My Broadband Ping - Virgin M350
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MrMusketUK
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Message 2 of 24
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Re: M350 slow during the day

I guess a moderator needs to approve my picture uploads?
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My Broadband Ping - Virgin M350
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MrMusketUK
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Message 3 of 24
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Re: M350 slow during the day

Router log without MAC addresses 

 

9149FA4B-BE6D-4943-AD94-0F8163F797C6.jpeg

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My Broadband Ping - Virgin M350
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Anonymous
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Message 4 of 24
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Re: M350 slow during the day

All four of your upstream channels have a 16 qam modulation when it should be 64 qam.

There appears to be a fault with the line (Noise, etc.).

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MrMusketUK
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Message 5 of 24
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Re: M350 slow during the day

Thanks for the reply, is there any point me calling support? Judging by the posts on here they aren’t very good at resolving faults like this?

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My Broadband Ping - Virgin M350
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Anonymous
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Message 6 of 24
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Re: M350 slow during the day

You can wait for one of the VM staff members to get back to you on here. They have a much better understanding of these kind of issues.

It may take a day or two to get back to you as they prioritise responding based on the last post in the thread.

MrMusketUK
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Message 7 of 24
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Re: M350 slow during the day

I didn’t realise marking your reply as helpful would mean that it now says that my problem is resolved 😩

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My Broadband Ping - Virgin M350
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Anonymous
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Message 8 of 24
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Re: M350 slow during the day

It's fine, just Kudos it if you want.

They will still pick up the thread at some point.

MrMusketUK
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Message 9 of 24
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Re: M350 slow during the day

Speeds are even worse this evening, makes my VDSL upload look speedy!

 

373B8CF9-B51E-48EE-8C7D-2AB67DFDD32A.jpeg

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David_Bn
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Message 10 of 24
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Re: M350 slow during the day

Hi MrMusketUK,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been experiencing a slow broadband connection.

 

I've take a look into the account and I can see you're local area has been hit with High Utilisation;

 

Description:US Fran 185 High utilisation on nrte-cmts-30-cable-upstream1/7/* - Status report || You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry for an inconvenience caused.

Remedy Number: F007912300  

Status:Our engineer is on site and they're working to fix the problem

Date Open:30 MAR 2020 22:52

Estimated end date:03 AUG 2020 09:00

 

Please reboot the hub after the end date and run a speed test on an Ethernet connection with the hub in modem mode to see if we're then getting the full advertised speed to your property

 

Kindest regards,

 

David_Bn

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