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Oates04
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New 500MB install - very poor speeds

Hi,

I had my 500MB virgin media broadband installed this week and the speed has been very poor throughout the week. During the day when we are working from home the average speed test results are around 30MB/s which isn't even 1/10th of the advertised speed and far less than the guaranteed minimum. This is testing with a mix of wired and wireless connections which doesn't seem to make any difference. There have been times late in the evening where the speed can get up higher than this. I'm not expecting 500MB/s all the time but I do expect to be able to get decent speeds at all times (i.e. the guaranteed minimum of 250MB/s+)

Any help would be greatly appreciated. I have tried the recommended steps from Virgin and this hasn't helped. I've posted below the monitoring links and stats from similar posts but let me know if more information is needed. 

Thanks!

I have just set up a BQM ---> My BQM 

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Oates04
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Re: New 500MB install - very poor speeds

Downstream

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

13070000004.438256 qam22
2139000000238256 qam1
3147000000238256 qam2
41550000002.238256 qam3
51630000001.938256 qam4
6171000000238256 qam5
71790000002.238256 qam6
81870000002.238256 qam7
91950000002.738256 qam8
102030000002.738256 qam9
112110000002.538256 qam10
12219000000338256 qam11
132270000002.738256 qam12
14235000000338256 qam13
152430000003.738256 qam14
162510000003.238256 qam15
172590000003.538256 qam16
18267000000438256 qam17
192750000003.938256 qam18
202830000004.138256 qam19
212910000004.338256 qam20
222990000003.738256 qam21
23315000000438256 qam23
243230000003.538256 qam24



Downstream bonded channels

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

1Locked38.91890
2Locked38.91610
3Locked38.61740
4Locked38.9950
5Locked38.91160
6Locked38.9980
7Locked38.9830
8Locked38.9950
9Locked38.6720
10Locked38.6890
11Locked38.61560
12Locked38.91470
13Locked38.62200
14Locked38.92050
15Locked38.91330
16Locked38.92190
17Locked38.62080
18Locked38.91720
19Locked38.91890
20Locked38.91630
21Locked38.61840
22Locked38.62530
23Locked38.62950
24Locked38.94860

 

Upstream

Upstream bonded channels

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

16030000047.8512064 qam9
23940000045.3512064 qam12
34620003146.3512064 qam11
45369998847.8512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0020
4ATDMA0000




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Oates04
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Re: New 500MB install - very poor speeds

Configuration

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
v9873254k;fg87dsfd;kfoA,.iyew



Primary Downstream Service Flow

SFID5062
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID5061
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Logs

Network Log

Time Priority Description

04/12/2020 21:38:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 04:01:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2020 12:09:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/12/2020 08:16:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2020 09:20:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2020 06:53:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 16:56:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 11:11:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 07:57:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 06:59:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 17:03:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 17:03:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 16:05:49noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 16:05:49ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 15:37:16noticeTouchstone SW Upgrade Reboot Delayed due to Call in Progress;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 15:37:16noticeSW download Successful - Via Config file
30/11/2020 15:34:43noticeSW Download INIT - Via Config file
30/11/2020 15:34:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/11/2020 15:34:33ErrorDisruption during SW download - Power Failure
30/11/2020 15:31:49noticeSW Download INIT - Via Config file
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SONY007
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Re: New 500MB install - very poor speeds

500Mb/s should allow you to reach speeds of 62MB. Mb/s (Megabits) is how most providers prefer to measure their speed, whereas like myself & others you see MB (Magabyte) as the speed that you're familiar with.
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MikeRobbo
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Alessandro Volta
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Re: New 500MB install - very poor speeds

I have never known broadband speed be measured in Bytes only bits.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Oates04
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Re: New 500MB install - very poor speeds

Sorry for any confusion - from what I can tell this is because I typed MB instead of Mb? I’m not an expert in this area so please forgive any misunderstanding of the normal way of referring to things.

The speeds I quoted (of around 30Mb/s) are from the standard speed testing websites others use and so presumably are in Megabits - so the problem remains that the speeds I’m getting are 1/10th of what is promised by virgin (not because of a misunderstanding or bytes vs bits).

My concern is that the speed is so poor it is causing issues on video meetings when I’m trying to work from home. 

Hoping someone can help identify from the data I’ve posted if there’s an obvious issue or I’ll have to try and call virgin to solve it.

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