Virgin Media Community

[khx27]

My family switched from BT to Virgin Media a few months ago and I’m bitterly disappointed at how slow the internet is. We have M600 Fibre Broadband. The contract is pretty expensive as we’ve included mobile phone deals (for 5 people) and Maxit TV. 

The router is located downstairs and during the installation, the engineer told us downstairs would be the best location.

Speedtest Runs

1) I use my MacBook upstairs in my room and I’ve run speedtest.net without an ethernet cable: Ping is 46 ms, Download 0.02 Mbps and Upload 0.11 Mbps. The speed is so awful, I can't even load anything.

2) I used an ethernet cable to test out the speed again and using speedtest.net in my room: Ping 10ms, Download 92.3 Mbps, Upload 42.2 Mbps.

I'd like to point out that I don't intend to use an ethernet cable all the way from my router up the stairs. What has irritated me is that the agent who offered us the deal told us we'd get guaranteed fast speed internet in each room with the Wifi - not that we'd need wired connections for fast internet. Almost feel conned in a way.

3) I have my MacBook centimetres away from my the router without an ethernet cable and the speed is: Ping 11ms, Download 34.0 Mbps, Upload 37.0 Mbps.

I have called an agent previously who mentioned that they would order Boosters for us? I have not yet received/heard anything since that call. 

4) Because of such atrocious speeds, I've been using my Mobile Data as a hotspot. Speed: Ping 48ms, Download 13.6 Mbps, Upload 5.81 Mbps. Even this is awful. 

I have Surfshark VPN but this has been uninstalled months ago and all the above speeds I calculated were without a VPN. Seriously considering cancelling the contract as I'm struggling to WFH with this.

[khx27]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	139000000	6.3	38	256 qam	1
2	147000000	6.1	38	256 qam	2
3	155000000	5.9	38	256 qam	3
4	163000000	5.8	38	256 qam	4
5	171000000	5.5	38	256 qam	5
6	179000000	5.1	38	256 qam	6
7	187000000	5.1	38	256 qam	7
8	195000000	5.3	38	256 qam	8
9	203000000	5.4	38	256 qam	9
10	211000000	5.5	38	256 qam	10
11	219000000	5.6	38	256 qam	11
12	227000000	5.5	38	256 qam	12
13	235000000	5.5	38	256 qam	13
14	243000000	5.5	38	256 qam	14
15	251000000	5.8	38	256 qam	15
16	259000000	5.9	38	256 qam	16
17	267000000	5.9	38	256 qam	17
18	275000000	5.8	38	256 qam	18
19	283000000	5.8	38	256 qam	19
20	291000000	5.6	38	256 qam	20
21	299000000	5.8	38	256 qam	21
22	307000000	5.8	38	256 qam	22
23	315000000	6	38	256 qam	23
24	323000000	6.5	40	256 qam	24

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	105	49
2	Locked	38.9	103	65
3	Locked	38.9	100	56
4	Locked	38.6	116	118
5	Locked	38.6	184	43
6	Locked	38.6	150	53
7	Locked	38.6	133	145
8	Locked	38.6	122	41
9	Locked	38.9	99	48
10	Locked	38.9	123	41
11	Locked	38.6	106	42
12	Locked	38.6	125	66
13	Locked	38.9	135	48
14	Locked	38.9	113	38
15	Locked	38.9	110	35
16	Locked	38.9	134	28
17	Locked	38.9	141	51
18	Locked	38.9	98	134
19	Locked	38.9	102	97
20	Locked	38.9	113	41
21	Locked	38.9	111	34
22	Locked	38.9	121	48
23	Locked	38.9	128	46
24	Locked	40.3	128	42

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32600135	48.8	5120	64 qam	5
2	53700361	47.8	5120	64 qam	2
3	39400112	48.3	5120	64 qam	4
4	46200283	48.5	5120	64 qam	3

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

Network Log

Time Priority Description

30/05/2021 14:27:9	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 14:27:0	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 14:25:32	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 14:12:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 10:26:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 21:50:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 16:50:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 15:16:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2021 23:27:52	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 12:29:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 10:13:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2021 19:01:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 14:49:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 22:13:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 01:35:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 10:13:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 18:33:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 11:40:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 09:37:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2021 22:13:13	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jpeg1]

Never believe what a salesman tells you, whatever they are selling.

If you want fast WiFi all through your house then you need a separate top frade WiFi access point, or better still a mesh system.

[Sasha_W]

Hi @khx27, 

Welcome to the forum page and thanks for posting this on here. 

Sorry to hear you're having speed issues but we can certainly look into this, 

Do you find that the speeds drop on all devices or is it just some that really suffer? 

Have you checked our service status page for any outages that could be causing this at all? 

Have you also carried out a pin hole reset? Does this improve the speeds or are the speeds still the same? 

I am more than happy to look into your account but please do let me know. 

Thanks 

[legacy1]

Hubs Wifi is not that good and likely you got a 2nd hand hub where the WiFi has gone faulty as they don't last that long so look at getting your own wireless router with 1Gb ports and put the hub in modem mode.

[khx27]

Hi Sasha,

I've done countless resets and I keep having the same issue.

So the device question depends on where the internet is being used. The internet is slow downstairs (near the router) on all devices - it's not super slow but it's nowhere near the speed being paid for. It's mediocre at best. When I use my Android phone/MacBook downstairs however to connect to the Wifi it barely loads. On the other hand, my dad uses his Windows laptop downstairs at the same time, and the speed is slow but not as slow as my own devices. 

Upstairs is the worst. Every family member's device is slow. In my room, I can't even get a YouTube video to load and it took me numerous attempts to even get on speedtest.net, because the connection simply kept timing out. 

I've sent you a message so you may look into my account.

[legacy1]

Just another user wanting speed by WiFi what will VM do....

[khx27]

How can you tell the issue lies with the Hub Wifi? From the logs?

I *seriously* hope that second hand hub query is untrue considering how much we paid for the installation and the fact it was a few months ago.

[Andrew-G]

How can you tell the issue lies with the Hub Wifi? From the logs?

No.  The hub status data that you and I can see refers only to the cable modem's connection across the coax to VM's network, nothing to do with wifi.  VM staff can see more details than that including a few wifi data points (although I'm not always convinced by the interpretation that is made of that data).

When you posted the hub status data, there were a fair few post-RS errors on the downstream.  Can you let the hub run for 24 hours, and repost the data?  If the post-RS errors are rising, that could explain the slow speeds. 

[Katie_WT]

Hi there @khx27

Thanks so much for popping back and for your Private Message with your account information. I have located your account and taken a closer look to see what is going on. 

Now, WiFi is not guaranteed as it can be affected by so many variables. A few of these can be things such as; wall thickness, room size, household appliances, other wireless devices in the home, signals from other wireless networks local to you, wall insulation etc. It is for these reasons, and others, that we are unable to guarantee a wireless connection.

We do however have a minimum speed guarantee which you can read more about here  This does not apply to outages. For your package, we would expect at least 315Mbps over a wired connection. Before we look into your WiFi, we need to take a look at your wired connection first and see if we can get that to the speed you should be receiving. 

So - when having a quick look at your account from this end, we can see it's been over a week since the Hub was last rebooted. We currently have no known area issues showing and no errors listed. At the time of writing, your signal levels are spot on for your equipment and package. 

However, when checking your WiFi connections, we can see that it is showing that there are a large number of WiFi devices causing some congestion on the home network. Some devices are also on the incorrect frequency which can also be causing you some issues. 

Some checks we can do in the meantime include:

• Can you do a speed test via various browsers? 
• Does your device have a Gigabit Network Interface Card? If not, you will not be able to get more than 100Mb
• Are you also having slow speeds via Ethernet when your device is in safe mode? (If you are not sure how to do this, let us know the device and we can provide instructions)
• Have you tried popping the Hub into Modem mode and testing a wired connection - is the speed still slow? 
• Then, please PIN hole reset for us. This will reset the hub back to Factory Settings
• Once back up - please revert back to Router mode and test the wired connection again for us. 

Once you have done all that, pop back with updates 🙂 

Cheers