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Network issues, bad latency, slow speed.


Hi

Finally I managed to verify my e-mail... why does it go go junk mail I have no idea...
It also baffling me that I'm a customer and I need to sign up for the virgin community?!?
I don't really know who to talk to, I have opened a complaint online about my issues a week ago, no answer or acknowledgement whatsoever where is the 48 hour response time?

I'll write my issue here:
Done a self setup last week of my net, Im connected with laptop on cat6 to the HUB with no background downloads.
Im experiencing slow speeds and not the speeds I was expecting and I run some tests.
Evvery connection from the router to the line that comes in from the street is ok.

After initial setup:
07/04/2020
https://www.speedtest.net/result/9250665555
https://www.speedtest.net/result/9250653361
https://www.speedtest.net/result/9250679340

after self diagnosis
https://www.speedtest.net/result/9250746013
https://www.speedtest.net/result/9250752048
https://www.speedtest.net/result/9250756839
https://www.speedtest.net/result/9250762371

after virgin web diagnosis and restart
https://www.speedtest.net/result/9250936443
https://www.speedtest.net/result/9250941385
https://www.speedtest.net/result/9250941385
https://www.speedtest.net/result/9250968888
https://www.speedtest.net/result/9250973467
https://www.speedtest.net/result/9250978095
https://www.speedtest.net/result/9251040378
https://www.speedtest.net/result/9251047317

15/04/2020
https://www.speedtest.net/result/9287497633
https://www.speedtest.net/result/9287507254
https://www.speedtest.net/result/9287513826
https://www.speedtest.net/result/9287539726

I could run more tests today but I can't be asked

Latency test
PING www.bbc.co.uk (151.101.16.81): 64 data bytes
72 bytes from 151.101.16.81: seq=0 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=1 ttl=59 time=50.000 ms
72 bytes from 151.101.16.81: seq=2 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=3 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=4 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=5 ttl=59 time=120.000 ms
72 bytes from 151.101.16.81: seq=6 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=7 ttl=59 time=90.000 ms
72 bytes from 151.101.16.81: seq=8 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=9 ttl=59 time=50.000 ms
72 bytes from 151.101.16.81: seq=10 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=11 ttl=59 time=70.000 ms
72 bytes from 151.101.16.81: seq=12 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=13 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=14 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=15 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=16 ttl=59 time=60.000 ms
72 bytes from 151.101.16.81: seq=17 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=18 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=19 ttl=59 time=70.000 ms
72 bytes from 151.101.16.81: seq=20 ttl=59 time=70.000 ms
72 bytes from 151.101.16.81: seq=21 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=22 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=23 ttl=59 time=90.000 ms
72 bytes from 151.101.16.81: seq=24 ttl=59 time=300.000 ms
72 bytes from 151.101.16.81: seq=25 ttl=59 time=90.000 ms
72 bytes from 151.101.16.81: seq=26 ttl=59 time=190.000 ms
-21 bytes from 151.101.16.81: seq=26 ttl=59 time=7490.000 ms (DUP!)
72 bytes from 151.101.16.81: seq=28 ttl=59 time=80.000 ms
72 bytes from 151.101.16.81: seq=29 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=30 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=31 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=32 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=33 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=34 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=35 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=36 ttl=59 time=50.000 ms
72 bytes from 151.101.16.81: seq=37 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=38 ttl=59 time=90.000 ms
72 bytes from 151.101.16.81: seq=39 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=40 ttl=59 time=50.000 ms
72 bytes from 151.101.16.81: seq=41 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=42 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=43 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=44 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=45 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=46 ttl=59 time=60.000 ms
72 bytes from 151.101.16.81: seq=47 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=48 ttl=59 time=190.000 ms
72 bytes from 151.101.16.81: seq=50 ttl=59 time=70.000 ms
72 bytes from 151.101.16.81: seq=51 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=52 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=53 ttl=59 time=90.000 ms
72 bytes from 151.101.16.81: seq=55 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=56 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=57 ttl=59 time=100.000 ms
72 bytes from 151.101.16.81: seq=59 ttl=59 time=100.000 ms
72 bytes from 151.101.16.81: seq=60 ttl=59 time=70.000 ms
72 bytes from 151.101.16.81: seq=61 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=62 ttl=59 time=110.000 ms
72 bytes from 151.101.16.81: seq=64 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=65 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=66 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=67 ttl=59 time=60.000 ms
72 bytes from 151.101.16.81: seq=68 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=70 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=71 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=72 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=73 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=74 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=76 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=77 ttl=59 time=50.000 ms
72 bytes from 151.101.16.81: seq=78 ttl=59 time=170.000 ms
72 bytes from 151.101.16.81: seq=79 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=81 ttl=59 time=170.000 ms
72 bytes from 151.101.16.81: seq=82 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=83 ttl=59 time=100.000 ms
72 bytes from 151.101.16.81: seq=85 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=86 ttl=59 time=20.000 ms
72 bytes from 151.101.16.81: seq=87 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=88 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=90 ttl=59 time=30.000 ms
72 bytes from 151.101.16.81: seq=91 ttl=59 time=40.000 ms
72 bytes from 151.101.16.81: seq=95 ttl=59 time=10.000 ms
72 bytes from 151.101.16.81: seq=96 ttl=59 time=90.000 ms
72 bytes from 151.101.16.81: seq=97 ttl=59 time=50.000 ms
72 bytes from 151.101.16.81: seq=98 ttl=59 time=50.000 ms
72 bytes from 151.101.16.81: seq=99 ttl=59 time=200.000 ms
--- www.bbc.co.uk ping statistics ---
100 packets transmitted, 99 packets received, 1 duplicates, 1% packet loss
round-trip min/avg/max = 10.000/127.900/7490.000 ms

The latency test is sub optimal to say the least bordering on unusable while gaming really not what I was expecting.

Network Log
Time Priority Description
15/04/2020 09:21:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 19:49:47 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2020 06:29:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:02:17 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 23:02:17 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 21:22:32 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2020 20:27:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2020 20:27:14 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2020 09:09:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2020 16:10:47 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2020 16:10:36 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/04/2020 15:38:59 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2020 22:11:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2020 17:57:35 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2020 16:47:50 notice SW download Successful - Via Config file
07/04/2020 16:46:4 notice SW Download INIT - Via Config file
19/02/2020 18:26:29 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/02/2020 19:22:36 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 -0.5 37 256 qam 29
2 250750000 1.7 38 256 qam 15
3 258750000 1.5 38 256 qam 16
4 266750000 1.5 38 256 qam 17
5 274750000 1.2 38 256 qam 18
6 282750000 1.2 38 256 qam 19
7 290750000 1.2 38 256 qam 20
8 298750000 0.7 37 256 qam 21
9 306750000 1 38 256 qam 22
10 314750000 0.5 38 256 qam 23
11 322750000 0.4 37 256 qam 24
12 330750000 0.7 38 256 qam 25
13 378750000 -0.2 37 256 qam 26
14 386750000 -0.2 38 256 qam 27
15 394750000 -0.2 37 256 qam 28
16 410750000 -0.4 37 256 qam 30
17 418750000 -0.7 37 256 qam 31
18 426750000 -0.7 38 256 qam 32
19 434750000 -1.5 37 256 qam 33
20 442750000 -1.7 37 256 qam 34
21 450750000 -2 37 256 qam 35
22 458750000 -2.2 37 256 qam 36
23 466750000 -2.4 37 256 qam 37
24 474750000 -3 37 256 qam 38


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 164658 0
2 Locked 38.6 861 0
3 Locked 38.6 1288 0
4 Locked 38.9 1372 0
5 Locked 38.9 2014 0
6 Locked 38.6 2753 0
7 Locked 38.6 3668 0
8 Locked 37.6 6554 0
9 Locked 38.6 6757 0
10 Locked 38.6 10704 0
11 Locked 37.6 15398 0
12 Locked 38.6 15722 0
13 Locked 37.6 75324 0
14 Locked 38.6 95653 0
15 Locked 37.6 121632 0
16 Locked 37.6 223283 0
17 Locked 37.3 256241 0
18 Locked 38.9 294656 0
19 Locked 37.6 447291 0
20 Locked 37.6 600710 0
21 Locked 37.3 880889 0
22 Locked 37.3 1204293 0
23 Locked 37.3 1616013 0
24 Locked 37.3 2129690 0


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 4.2 5120 64 qam 1
2 39400000 3.95 5120 64 qam 4
3 46200000 4 5120 64 qam 3
4 53700000 4.2 5120 64 qam 2


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

Basically my impression is that this service is sub-optimal with Virgin happy to charge but couldn't care less.
There is no one to talk to, this company is ignoring my letters of complaint.

I'm disappointed 

Dissappointed999

 

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Re: Network issues, bad latency, slow speed.

Thank you for all the quick replies all very much appreciated.

 

I forgot to mention that I'm area 20 and on 200M package.

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Re: Network issues, bad latency, slow speed.

Any reasons my post is being completely ignored? I'd like to know 

 

All I get is virgin ignoring my issue

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