Menu
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
552 Views
Message 1 of 14
Flag for a moderator

New 1gig customer with slow speeds

Having upgraded from 350 meg I find I'm getting worse speeds now that I've upgraded to 1gig...

when I first self installed I was getting 900+ from an ethernet wired connection (samknows.com), but now I'm only getting around 250 / 300.

This is being reported on several devices - PC wired in, Xbox wired in and PS4 wired in.

I called tech support, but they were only interested in upselling me a paid for tech team diagnosis.

Here are my stats (separate post), does anything look wrong?

Any help is mucho appreciated!

 

Also I get a blank screen if I try to check router status before logging in.

0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
543 Views
Message 2 of 14
Flag for a moderator

Re: New 1gig customer with slow speeds

Cable Modem Status

Item

Status

Comments

Cable Modem Status

Online

DOCSIS 3.1

Primary downstream channel

Locked

SC-QAM

Channel Overview

Downstream

Upstream

DOCSIS 3.0 channels

31

4

DOCSIS 3.1 channels

1

0

 

0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
533 Views
Message 3 of 14
Flag for a moderator

Re: New 1gig customer with slow speeds

Refresh data

3.0 Downstream channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

25

331000000

1.299999

35.595078

QAM256

25

1

139000000

5.699997

35.779911

QAM256

1

2

147000000

5.500000

36.386890

QAM256

2

3

155000000

5.400002

36.386890

QAM256

3

4

163000000

5.199997

36.386890

QAM256

4

5

171000000

4.699997

35.779911

QAM256

5

6

179000000

4.599998

36.386890

QAM256

6

7

187000000

4.599998

36.609653

QAM256

7

8

195000000

4.300003

36.386890

QAM256

8

9

203000000

4.099998

36.386890

QAM256

9

10

211000000

3.900002

36.386890

QAM256

10

11

219000000

3.900002

36.386890

QAM256

11

12

227000000

3.799999

36.609653

QAM256

12

13

235000000

3.500000

36.386890

QAM256

13

14

243000000

2.900002

35.779911

QAM256

14

15

251000000

2.900002

34.925610

QAM256

15

16

259000000

2.299999

35.595078

QAM256

16

17

267000000

2.299999

35.779911

QAM256

17

18

275000000

2.599998

36.386890

QAM256

18

19

283000000

2.400002

35.779911

QAM256

19

20

291000000

2.000000

35.595078

QAM256

20

21

299000000

1.500000

35.595078

QAM256

21

22

307000000

0.799999

35.083549

QAM256

22

23

315000000

1.200001

35.779911

QAM256

23

24

323000000

1.099998

35.595078

QAM256

24

26

339000000

1.299999

35.779911

QAM256

26

27

347000000

0.500000

35.595078

QAM256

27

28

355000000

0.599998

35.595078

QAM256

28

29

363000000

0.299999

35.083549

QAM256

29

30

371000000

0.000000

34.925610

QAM256

30

31

379000000

0.599998

35.595078

QAM256

31

 

3.0 Downstream channels

Channel

Lock Status

RxMER (dB)

Pre RS Errors

Post RS Errors

25

Locked

0

0

0

1

Locked

1991264

0

0

2

Locked

2004502

0

0

3

Locked

1796420

0

0

4

Locked

99906289

0

0

5

Locked

1978392

0

0

6

Locked

1983462

0

0

7

Locked

1741490

0

0

8

Locked

1879412

0

0

9

Locked

2059553

0

0

10

Locked

2103985

0

0

11

Locked

1804383

0

0

12

Locked

1774004

0

0

13

Locked

1961267

0

0

14

Locked

1945923

0

0

15

Locked

1836634

1

0

16

Locked

1373580

0

0

17

Locked

1454835

0

0

18

Locked

1480499

0

0

19

Locked

1339140

0

0

20

Locked

1303835

0

0

21

Locked

1401230

1

0

22

Locked

1383953

3

0

23

Locked

1323997

0

0

24

Locked

1984381

0

0

26

Locked

1984359

0

0

27

Locked

1862955

3

0

28

Locked

1878139

3

0

29

Locked

2036544

3

0

30

Locked

2431706

7

0

31

Locked

100098288

1

0

 

3.1 Downstream channels

Channel

Channel Width (MHz)

FFT Type

Number of Active Subcarriers

Modulation (Active Profile)

First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

 

3.1 Downstream channels

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

159

Locked

 

-7.6

1424410

0

Refresh data

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

38.520599

5120 KSym/sec

64QAM

5

2

39400000

39.020599

5120 KSym/sec

64QAM

4

3

46200000

39.770599

5120 KSym/sec

64QAM

3

4

53700000

40.520599

5120 KSym/sec

64QAM

2

 

3.0 Upstream channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

US_TYPE_STDMA

0

0

1

0

2

US_TYPE_STDMA

0

0

1

0

3

US_TYPE_STDMA

0

0

1

0

4

US_TYPE_STDMA

0

0

1

0

 

0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
533 Views
Message 4 of 14
Flag for a moderator

Re: New 1gig customer with slow speeds

 

3.1 Downstream channels

Channel

Channel Width (MHz)

FFT Type

Number of Active Subcarriers

Modulation (Active Profile)

First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

 

3.1 Downstream channels

Channel ID

Lock Status

RxMER Data (dB)

PLC Power (dBmV)

Correcteds (Active Profile)

Uncorrectables (Active Profile)

159

Locked

 

-7.6

1424410

0

Refresh data

3.0 Upstream channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

38.520599

5120 KSym/sec

64QAM

5

2

39400000

39.020599

5120 KSym/sec

64QAM

4

3

46200000

39.770599

5120 KSym/sec

64QAM

3

4

53700000

40.520599

5120 KSym/sec

64QAM

2

 

3.0 Upstream channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

US_TYPE_STDMA

0

0

1

0

2

US_TYPE_STDMA

0

0

1

0

3

US_TYPE_STDMA

0

0

1

0

4

US_TYPE_STDMA

0

0

1

0

 

 

 

Network Log

Time

Priority

Description

Thu 01/01/1970 00:01:53

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:03:29

5

B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:03:30

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Wed 25/12/2019 16:58:25

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Wed 25/12/2019 16:58:25

4

Improper Configuration File CVC Format

Wed 25/12/2019 16:58:33

4

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Wed 25/12/2019 17:05:56

3

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 01/08/2020 14:06:27

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 01/08/2020 14:06:33

5

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 01/08/2020 14:06:33

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Sat 01/08/2020 14:06:34

5

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:12

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:19

5

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:27

6

SW Download INIT - Via Config file dJKDHSUBsgvca69834ncxv987

Thu 01/01/1970 00:01:49

6

SW download Successful - Via Config file

Thu 01/01/1970 00:00:13

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:20

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:13

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:20

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:13

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:18

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:13

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:19

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:13

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:19

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Mon 05/01/1970 16:13:09

4

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 06/01/1970 22:49:32

4

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Tue 06/01/1970 22:49:32

6

DHCP Renew - lease parameters time server-10.137.103.1;tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:13

5

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thu 01/01/1970 00:00:19

3

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

0 Kudos
Reply
Highlighted
  • 5.33K
  • 600
  • 1.77K
Very Insightful Person
Very Insightful Person
503 Views
Message 5 of 14
Flag for a moderator
Helpful Answer

Re: New 1gig customer with slow speeds

I didn't think it was possible to request a self install of the 1 Gig service.  VM told me that anything with a Hub 4 required an engineer.

Network log looks odd, not many entries with date stamps in 2020, the 1970 ones usually relate to a hub reboot with older hubs but I'm not familiar with the Hub 4.

What results do you get from the Hub 4 speed test: http://www.samknows.com/realspeed

What does it say are the results to the hub and the results to your device, to establish if the speed is being delivered to the hub or not.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

 

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Highlighted
  • 2.21K
  • 163
  • 290
Dialled in
493 Views
Message 6 of 14
Flag for a moderator
Helpful Answer

Re: New 1gig customer with slow speeds

The T3 timeouts aren't a good sign either!

Highlighted
  • 9
  • 0
  • 0
Tuning in
453 Views
Message 7 of 14
Flag for a moderator

Re: New 1gig customer with slow speeds

I live chatted with Virgin about upgrading from 350 to 500 and was offered 1 gig there and then.

At this point I wasn't aware 1 gig was a thing from Virgin.

The whole parcel (when delivered) was geared towards a self install.

Our road has had a recent upgrade from Virgin - maybe this was a factor?

Tests from Sam Knows Real Speed are:

Speed to Virgin Media Hub 4
 
Download
Mbps 1079
 
 
Upload
Mbps 52.2
 
Latency
ms 16.3
 
Jitter
ms 1.86
 
Packet loss%
-0.000662
 
Speed to computer
 
Download
Mbps 445
 
Upload
Mbps 51.6
 
Latency
ms 17.1
 
Jitter
ms 2.86
 
Packet loss%
NA
0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
451 Views
Message 8 of 14
Flag for a moderator

Re: New 1gig customer with slow speeds

Can you elaborate please?

Thanks

0 Kudos
Reply
Highlighted
  • 6.49K
  • 485
  • 856
Hero
447 Views
Message 9 of 14
Flag for a moderator
Helpful Answer

Re: New 1gig customer with slow speeds

Carl has recently looked at the speed difference between the Hub and PC.

It seems to be a quirk of Windows 10, he knows a method of booting the PC from a Linux dongle and speed testing again.

I am sure he will be along before too long to point you in the right direction.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
Highlighted
  • 5.33K
  • 600
  • 1.77K
Very Insightful Person
Very Insightful Person
364 Views
Message 10 of 14
Flag for a moderator

Re: New 1gig customer with slow speeds


@Nigel71 wrote:

Tests from Sam Knows Real Speed are:

Speed to Virgin Media Hub 4
 
Download
Mbps 1079
 
 
Upload
Mbps 52.2
 
Latency
ms 16.3
 
Jitter
ms 1.86
 
Packet loss%
-0.000662
 
Speed to computer
 
Download
Mbps 445
 
Upload
Mbps 51.6
 
Latency
ms 17.1
 
Jitter
ms 2.86
 
Packet loss%
NA

So the hub is getting full speed and the bottleneck is between the hub and your devices. Doesn’t explain it but does narrow it down to a LAN side issue, either with the Hub 4 or your kit.

______________________
Scott

My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks