Virgin Media Community

[guitarbloke]

I moved house a few months ago and the property had BT fiber which was ok, but only 50Mbps.

About 3 weeks ago we decided to switch from BT to Virgin Media (200Mb).   

The first few days after the service went live, it was great, 200-220Mbps, but it rapidly dropped after the first week.  I thought I'd monitor it for a week or 2 before making a complaint.

The speeds over wifi are utterly abysmal everywhere in the house - even when the router is only a couple of feet away from the PC or whatever device is being used.

I've been performing speedtests (speedtest.net) multiple times a day over the past week or 2.  Looking through the reports, I can see that my speeds vary between 7Mbps and 15Mbps (and very occasionally hitting about 35Mbps).  I've put the speedtest results below (there is a slight gap in the dates as I was on holiday at the start of March), and I've setup a BQM link today - also linked below.

Even over a wired connection the speeds don't get above 30Mbps.

I've reset the router multiple times to no avail.

Any suggestions or tips would be much appreciated!

BQM Link 

[Andrew-G]

Pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[guitarbloke]

Thanks Andrew, I'll do that now!

[guitarbloke]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 411000000 5 38 256 qam 1
2 419000000 4.5 40 256 qam 2
3 427000000 4.5 40 256 qam 3
4 435000000 4.3 38 256 qam 4
5 443000000 3.5 38 256 qam 5
6 451000000 3.5 38 256 qam 6
7 459000000 3.5 38 256 qam 7
8 467000000 3.4 38 256 qam 8
9 475000000 2.2 38 256 qam 9
10 483000000 2.2 38 256 qam 10
11 491000000 2 38 256 qam 11
12 499000000 1.5 38 256 qam 12
13 507000000 0.7 38 256 qam 13
14 515000000 1.2 38 256 qam 14
15 523000000 0.9 38 256 qam 15
16 531000000 1 38 256 qam 16
17 539000000 0.7 38 256 qam 17
18 547000000 1 38 256 qam 18
19 555000000 0.2 38 256 qam 19
20 563000000 0.5 38 256 qam 20
21 571000000 0 38 256 qam 21
22 579000000 1.2 38 256 qam 22
23 587000000 0.7 38 256 qam 23
24 595000000 0.7 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 67 0
2 Locked 40.3 51 0
3 Locked 40.3 34 0
4 Locked 38.9 38 0
5 Locked 38.9 44 0
6 Locked 38.9 54 0
7 Locked 38.9 38 0
8 Locked 38.9 41 0
9 Locked 38.6 63 0
10 Locked 38.9 57 0
11 Locked 38.9 50 0
12 Locked 38.9 70 0
13 Locked 38.9 103 0
14 Locked 38.9 86 0
15 Locked 38.9 135 0
16 Locked 38.9 141 0
17 Locked 38.9 198 0
18 Locked 38.9 122 0
19 Locked 38.9 166 0
20 Locked 38.6 148 0
21 Locked 38.6 214 0
22 Locked 38.9 153 0
23 Locked 38.6 214 5
24 Locked 38.6 228 23

[guitarbloke]

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 43.3 5120 64 qam 2
2 46200000 43.5 5120 64 qam 1
3 32600000 43 5120 64 qam 3
4 25800000 43 5120 64 qam 4

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 1 0
4 ATDMA 0 0 3 0

[Andrew-G]

Looks like power levels have drifted off - you have 5 dBmV range on downstream power, and that's pretty unhelpful.  The level of T3 timeouts on the upstream may be an issue, but depends on time since last reboot.  I'll mark for the forum staff to take a look and advise.  Power level problems usually need a technician visit.

[Adduxi]

Power levels don't look too bad.   How are you testing speeds as VM do not guarantee wifi speeds.

You need to test with a wired connection direct to the Hub.  Use www.samknows.com/realspeed and upload the results.

Also setup a BQM www.thinkbroadband.com/ping and post a link to the shared graph.

[Alex_RM]

Hi guitarbloke,

Thanks for posting, and sorry to hear you've had some connection issues. 

I've had a look at things from our side and everything looks to be within the specifications we would expect. 

If you can do as Adduxi has advised and report back 🙂

Alex_Rm

[guitarbloke]

Thanks guys - I've already set up the BQM - see the link in my first post

Trying to run a wired test on Samknows but I get the following error which is weird.  The Hub 3.0 isn't offline as it's working fine for wifi (it's just a bit slow)

Your SamKnows enabled device is offline

Please check your SamKnows enabled device is turned on and connected to the internet.

[guitarbloke]

I've done some digging and it looks like the Hub 3.0 isn't supported by the Samknows realspeed test.

The BQM however is already set up as linked at the top of this thread.  Please let me know there's anything else I can provide, as these speeds are so frustrating.

Thanks!