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New Gig1 install - only 90Mps download speed

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metafeather
On our wavelength

on ‎23-09-2021 15:48

Hi everyone,

I recently took the plunge to Virgin Media since they are the only option beyond ADSL for my house and had hoped that, despite their poor reputation locally, if I went for a sufficiently fast Gig1 package the minimal guaranteed speed rate of 565Mps would enable me to work from home even during slowdowns and contentions.

I'm afraid I'm not getting even remotely close to the minimum at present despite having an engineer inspect the existing installation and Speedtest indicating 230Mps at the time.

I'm 6 days in and have had:

* 3 days fast speed at up to 720Mps

* 2 days random connection drops followed by a "fault fix in my area" yesterday at 12.15pm

* 1 day of reliable connection but incredibly slow speeds at 90Mps

I've kept my old ISP as a backup and can swap my internal network between the 2 modems easily so I'm comparing like-with-like setups on multiple wired and wifi devices and seeing consistent Speedtest results across the board, so I'm confident thats its not my router setup.

I have had BQM setup from the beginning, and 9am today is when I swapped from my old ISP to VM, and 12.45pm is when I rebooted the VM Modem again: 

Right now I am Speedtesting from a laptop whilst directly wired into the Virgin Media Hub 4 and getting a direct IP via DHCP and consistently seeing 90Mps download with 25Mps upload since the last reboot. From 9am to 12.45pm I only had 18Mps!

I'm hoping that someone has just forgotten to flick a switch to set my account to Gig1, but I'm very concerned how fragile the Gig1 product appears to be with reliability and unknown faults - a fast speed is no use to me if I suddenly can't work. My ADSL has been rock solid for many years even though its only 10Mps.

Below is all the Router status logs, I really appreciate all your experience interpreting them and getting some customer support attention:

 
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Andrew-G
Alessandro Volta
In response to metafeather

on ‎23-09-2021 17:08

If there's an area fault already known, then that always takes precedence over individual faults.  That's a logical approach, but if this applies, you'll have to wait for the area fault to be fixed, see if your speed remains low or latency poor, and then try and get a technician.  There's no way of elevating the priority when there's an unresolved area fault, so even if staff want to, the systems won't let them.

In terms of ensuring that you get good performance before the 14 day cooling off period ends.....hmmm, I can't offer much helpful advice.  The 1 Gbps speed does work for the majority of customers, if you need it enough you might want to give VM the time to get it working.  Against which, for a very, very small number of customers they never seem able to pin down and fix the fault.  Since you can always invoke the speed guarantee after the cooling off period (and leave if they can't fix that), I'd be leaning towards sitting it out rather than cancelling in haste.  Much depends on your rationale for 1 Gbps in the first place, and to a much lesser extent whether Openreach FTTP is coming near you anytime soon.

See where this Helpful Answer was posted

15 REPLIES 15

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metafeather
On our wavelength

on ‎23-09-2021 15:51

3.0 Downstream channels

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

132347500005.40000240.366287QAM25613
11387500006.00000038.983261QAM2561
21467500006.00000040.366287QAM2562
31547500006.09999840.366287QAM2563
41627500005.80000340.366287QAM2564
51707500005.69999740.366287QAM2565
61787500005.59999840.366287QAM2566
71867500005.69999740.946209QAM2567
81947500005.80000340.366287QAM2568
92027500005.80000340.366287QAM2569
102107500005.69999740.366287QAM25610
112187500005.59999840.366287QAM25611
122267500005.59999840.366287QAM25612
142427500005.40000240.946209QAM25614
152507500005.30000340.366287QAM25615
162587500005.50000040.366287QAM25616
172667500005.40000240.366287QAM25617
182747500005.19999740.366287QAM25618
192827500004.90000240.946209QAM25619
202907500004.69999740.366287QAM25620
212987500004.59999840.366287QAM25621
223067500004.59999840.366287QAM25622
233147500004.69999740.366287QAM25623
243227500005.00000040.366287QAM25624
253307500005.09999840.366287QAM25625
263387500004.90000240.366287QAM25626
273467500004.90000240.366287QAM25627
283547500005.00000040.366287QAM25628
293627500005.09999840.366287QAM25629
303707500005.19999740.366287QAM25630
313787500005.09999840.366287QAM25631



3.0 Downstream channels

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

13Locked40.36628770
1Locked38.98326100
2Locked40.36628780
3Locked40.36628700
4Locked40.36628700
5Locked40.36628700
6Locked40.36628700
7Locked40.94620900
8Locked40.36628700
9Locked40.36628700
10Locked40.36628700
11Locked40.36628770
12Locked40.36628770
14Locked40.94620970
15Locked40.36628700
16Locked40.36628700
17Locked40.36628700
18Locked40.36628700
19Locked40.94620900
20Locked40.36628700
21Locked40.36628700
22Locked40.36628700
23Locked40.36628760
24Locked40.36628760
25Locked40.36628770
26Locked40.36628770
27Locked40.36628700
28Locked40.36628700
29Locked40.36628700
30Locked40.36628700
31Locked40.36628700
 
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metafeather
On our wavelength
In response to metafeather

on ‎23-09-2021 15:52

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33944K1840QAM4096424



3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

33Locked425.161399170
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metafeather
On our wavelength
In response to metafeather

on ‎23-09-2021 15:53

3.0 Upstream channels

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

13940000044.2705995120 KSym/sec64QAM4
24620000045.0205995120 KSym/sec64QAM3
33260000044.0205995120 KSym/sec64QAM5
42580000043.7705995120 KSym/sec16QAM6



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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metafeather
On our wavelength
In response to metafeather

on ‎23-09-2021 15:54

Network Log

Time Priority Description

Wed Sep 22 02:51:15 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 02:51:38 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 02:51:38 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 02:51:39 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:01:01 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:01:01 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:01:24 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:07:49 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:07:49 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:07:50 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:08:18 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:08:18 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:08:33 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:11:53 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:11:53 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:12:13 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:19:22 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:19:22 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:19:22 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:24:48 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:24:48 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:25:12 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:32:31 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:32:31 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:32:47 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:32:47 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:32:55 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:35:57 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:35:57 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:35:59 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:39:35 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:39:35 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:39:40 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:43:57 20213Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 03:44:53 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 06:50:59 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 09:36:30 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 09:39:31 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 10:36:13 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 22 11:42:32 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 23 01:25:38 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 23 07:42:09 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 23 07:42:20 20215RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 23 07:42:46 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:22 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Sep 23 13:10:42 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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metafeather
On our wavelength
In response to metafeather

on ‎23-09-2021 15:59

My Speedtest results since installation:

https://www.speedtest.net/results?sh=f2823f28b55b72c4214cc4831e159fc1

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Andrew-G
Alessandro Volta
In response to metafeather

on ‎23-09-2021 16:07

BQM awful, hub stats look OK, although network log has far too many timeouts.  You've undone and remade all connections on the coax leads?  And the two hubs aren't connected on your network at the same time are they?  

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metafeather
On our wavelength
In response to Andrew-G

on ‎23-09-2021 16:23

Hi Andrew, thanks for your reply.

I haven't touched the coaxial cables since the install by the engineer - they are nice and tight.

The 2 networks are physically independent with only 1 ethernet cable swapped between the modems and broadcasting different SSID's - no chance of them interfering with each other.

The BQM is probable a mess due to swapping between modem mapped to the same DDNS host - it's live though so shows the current state as we investigate.

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Andrew-G
Alessandro Volta
In response to metafeather

on ‎23-09-2021 16:29

That's good. 

I've just noticed that I missed that one of your upstream channels is down to 16 QAM, and that would explain the timeouts in the log, and they in turn could explain the poor speeds and dreadful latency.  You could phone this in for the sheer delight of dealing with VM's awful telephone support, or wait maybe a day or so for the forum staff to take a look and advise.  I suspect you'll need a technician visit, but they'll be able to say, and book one if that is the case.

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metafeather
On our wavelength
In response to Andrew-G

on ‎23-09-2021 16:42

Thanks Andrew, I had a feeling that I'd end up on the phone - I saw this number quoted in another post 0800 561 0061 - is this the fastest way?

Annoyingly they cancelled an engineer visit booked on Tuesday for today (Thursday) due to planning to fix the fault on Wednesday.

For any forum staff who pass by - I'm looking to ensure I can get at least the guaranteed minimal download speed reliably before my 14 day return window expires so please escalate as necessary before Sept 30th.

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