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khx27
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M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.

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.

 

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khx27
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Re: M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.


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 14:27:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 14:27:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2021 14:25:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 14:12:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 10:26:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 21:50:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2021 16:50:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/05/2021 15:16:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2021 23:27:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 12:29:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 10:13:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/05/2021 19:01:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/05/2021 14:49:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 22:13:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 01:35:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 10:13:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 18:33:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 11:40:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/05/2021 09:37:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/05/2021 22:13:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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jpeg1
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Message 3 of 10
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Re: M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.

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.

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Sasha_W
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Message 4 of 10
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Re: M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.

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 

Sasha - Forum Team


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legacy1
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Message 5 of 10
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Re: M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.

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.

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khx27
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Re: M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.

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.

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legacy1
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Re: M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.

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

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khx27
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Re: M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.

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.

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Andrew-G
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Message 9 of 10
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Re: M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.

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. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Katie_WT
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Message 10 of 10
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Re: M600 Fibre - Awful, awful speed, nowhere near the speed being paid for.

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

Katie - Forum Team


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