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nh27
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Massive speed drop on Gig1 + intermittent dropouts

At some point yesterday morning my speed appears to have dropped to 80/90mb, previously getting 1gb with not much of an issue. Tried going on chat to be told I need WiFi powerline adapters which I found quite a weird solution as I've been monitoring this issue on wired connection with CAT6E running in the house and SH4 in Modem Mode and WiFi 6 Mesh in the household, nothing has changed in this setup.

Tried all the usual troubleshooting but run out of ideas. There are no issues in my area from what I have seen either, can anyone check my stats please? (Will post in next post due to message length).

Thanks in advance
 
BQM Chart:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/24de9b6623ccfed4c5d1e1128186d02306665fbb
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nh27
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Re: Massive speed drop on Gig1

3.0 Downstream channels

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

253307500006.138.6QAM25625
11387500008.240.4QAM2561
21467500007.640.9QAM2562
31547500007.740.4QAM2563
41627500007.740.4QAM2564
51707500007.640.4QAM2565
61787500007.540.4QAM2566
71867500007.540.4QAM2567
81947500007.740.4QAM2568
92027500007.840.4QAM2569
102107500007.740.9QAM25610
112187500007.640.9QAM25611
122267500007.640.4QAM25612
132347500007.740.4QAM25613
142427500007.840.4QAM25614
152507500007.540.4QAM25615
162587500007.740.9QAM25616
172667500006.940.4QAM25617
182747500006.140.4QAM25618
192827500005.840.4QAM25619
20290750000640.4QAM25620
212987500006.540.4QAM25621
223067500006.539QAM25622
233147500006.740.4QAM25623
243227500006.339QAM25624
263707500006.340.4QAM25626
273787500006.338.6QAM25627
28386750000639QAM25628
293947500005.739QAM25629
304027500005.839QAM25630
314107500006.439QAM25631

3.0 Downstream channels

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

25Locked38.60537700
1Locked40.36628700
2Locked40.94620900
3Locked40.36628700
4Locked40.36628700
5Locked40.36628700
6Locked40.36628700
7Locked40.36628700
8Locked40.36628700
9Locked40.36628700
10Locked40.94620900
11Locked40.94620900
12Locked40.36628700
13Locked40.36628700
14Locked40.36628700
15Locked40.36628700
16Locked40.94620900
17Locked40.36628700
18Locked40.36628700
19Locked40.36628700
20Locked40.36628700
21Locked40.36628700
22Locked38.98326100
23Locked40.36628700
24Locked38.98326100
26Locked40.36628700
27Locked38.60537700
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159864K1680QAM1024424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked427.1984194330

 

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nh27
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Re: Massive speed drop on Gig1

3.0 Upstream channels

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

15370000029.55120 KSym/sec64QAM2
23940000029.55120 KSym/sec64QAM4
34620000029.55120 KSym/sec64QAM3
46030000029.55120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
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risc19
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Message 4 of 21
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Re: Massive speed drop on Gig1

WiFi powerline adapters?

Whoever told you that was a moron.

Your 3.1 downstream channel is the wrong modulation.

159864K1680QAM1024424

 

It should be QAM4096.

Thats is why it is slow.

The rest of your data looks fine, good in fact.

Did you check if there are any faults in your area?

My Broadband Ping - Virgin Lagfest Modem Mode
nh27
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Message 5 of 21
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Re: Massive speed drop on Gig1

Thank you for such a quick reply!

Yeah I was quite shocked when they mentioned that! I questioned it and then they said they are going to send a boost signal to my SH4 and it will be resolved in 30 minutes. It just felt like they wanted to get me off the live chat with any excuse.

There are no reported faults in my area - thanks for checking my stats, as you can probably see I have no idea what all this info means (if there is somewhere I can read up on this any info would be appreciated).  Is there much hope in me telling customer service the modulation is wrong or will I need to get an engineer out to resolve this?

Thanks again

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risc19
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Message 6 of 21
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Re: Massive speed drop on Gig1

"There are no reported faults in my area"

Yeah, that just means no mega big ones thats affecting LOADS of people.

Short of just rebooting the thing there is not much else you can do.

Your BQM does not look good when it gets bad.

I'll flag this for virgin to take a look at.

Make sure the cable is in the back of the hub is in tight, then reboot.

If your down stream channel doesn't jump back to QAM4096 it's up to them to fix it.

It may just be a temporary bit of noise on the line not allowing it to run at full speed.

Either way now you know what too look for.

All the best.

My Broadband Ping - Virgin Lagfest Modem Mode
registeralready
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Message 7 of 21
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Re: Massive speed drop on Gig1 + intermittent dropouts

I'm having the same issue. I have a 200MB connection and today suddenly it's dropped to 4MB?? I have tried all the steps on the website. I have tried resetting the hub, checked the cables etc but no success. When I check the speed on sam knows, it shows sometimes 200MB and sometimes 100MB. But all other speed test websites are showing 4MB. I am just praying this is a random thing and affecting lots of people and not just me 😞

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nh27
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Message 8 of 21
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Re: Massive speed drop on Gig1

Sorry should have mentioned there was a number I came across on here earlier that was recommended to call to check for more up to date status on any faults which when I checked came back with no issues.

Thank you for flagging this with VM for me and for your help with this, much appreciated.

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Barrerayy
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Message 9 of 21
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Re: Massive speed drop on Gig1

Are you in the CR post code by any chance as well? I'm having similar issues.

registeralready
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Re: Massive speed drop on Gig1

Yep, I'm in CR4. Please tell me you are experiencing extremely slow speeds too so I can sleep in peace haha.

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