Not getting advertised speed

[gs198]

Hi there,

I'm on the M600 package but since upgrading to the package 17 months ago my speeds seem to have dropped to around 220-250Mbps.  I've tested using speedtest.net on a couple of computers that are both using gigabit wired ethernet connections.  I was originally getting the advertised speeds so it seems like something has changed with VM since then.  I've copied my router stats below for analysis although they all appear ok based on the pinned guidelines.  My contract expires in just over a week so I'd like this resolved before then as I might as well downgrade my package if I'm not getting what I'm paying for.  Thanks.

Downstream bonded channels

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

1	267000000	2.5	38	256 qam	17
2	139000000	4.9	38	256 qam	1
3	147000000	5	38	256 qam	2
4	155000000	5	38	256 qam	3
5	163000000	4.9	38	256 qam	4
6	171000000	5	38	256 qam	5
7	179000000	4.8	38	256 qam	6
8	187000000	5	38	256 qam	7
9	195000000	4.5	38	256 qam	8
10	203000000	4.1	38	256 qam	9
11	211000000	4.1	38	256 qam	10
12	219000000	4	38	256 qam	11
13	227000000	3.9	38	256 qam	12
14	235000000	3	38	256 qam	13
15	243000000	2.9	38	256 qam	14
16	251000000	2.5	38	256 qam	15
17	259000000	2.9	38	256 qam	16
18	275000000	3	38	256 qam	18
19	283000000	3.2	38	256 qam	19
20	291000000	3.5	40	256 qam	20
21	299000000	3.5	38	256 qam	21
22	307000000	3	40	256 qam	22
23	315000000	3.4	38	256 qam	23
24	323000000	3.7	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	1	0
2	Locked	38.6	6	0
3	Locked	38.6	4	0
4	Locked	38.9	5	0
5	Locked	38.6	5	0
6	Locked	38.6	13	0
7	Locked	38.6	4	0
8	Locked	38.9	5	0
9	Locked	38.9	6	0
10	Locked	38.9	19	0
11	Locked	38.9	3	0
12	Locked	38.6	5	0
13	Locked	38.6	5	0
14	Locked	38.6	7	0
15	Locked	38.6	4	0
16	Locked	38.9	10	0
17	Locked	38.9	6	0
18	Locked	38.9	6	0
19	Locked	38.9	4	0
20	Locked	40.3	7	0
21	Locked	38.9	5	0
22	Locked	40.3	5	0
23	Locked	38.9	5	0
24	Locked	38.9	6	0

Upstream bonded channels

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

1	39400000	44.8	5120	64 qam	4
2	46200012	44.8	5120	64 qam	3
3	53700012	46.3	5120	64 qam	2
4	60300026	46.8	5120	64 qam	1

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

General Configuration

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

Primary Downstream Service Flow

SFID	15984
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	15983
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Anonymous]

Yup as you say stats seem fine and the speed setting is correct for 600 mbs. Raise a formal complaint as it sounds like you are under the guaranteed speed. 

[Adduxi]

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

Setup a BQM to monitor your circuit www.thinkbroadband.com/ping and post a link to the shared live graph.

Once done we can comment.

[jbrennand]

Also can you run a "pure" speedtest like this.....
_____________________________________

Connect a 1GB enabled computer/laptop, with up to date drivers, via a NEW and working Cat5e/6a ethernet cable, directly to the Hub which you have put into “modem mode”

(https://www.virginmedia.com/help/virgin-media-hub-modem-mode ).

This ensures that NO other devices are connected Then test speeds at

https://speedtest.samknows.com/

- try on 2 different browsers.

If they are still low – boot your device into Windows safe+networking mode - to disable any potentially interfering software - and try again.

There are many posts on here (I have a list of ~30!) where QoS software, unknown/flaky software, old network card drivers, corrupted browsers, bad cables or other connected devices are limiting speeds on tests.

Report back what that gets.

[gs198]

Thanks for the replies.

I had to wait until everyone had gone to bed but I've just done the steps advised and it seems like it was something to do with my Netgear R7000 router.  I performed the factory reset on the Superhub and got the full 650Mbps or so with a direct connection to my Mac in both router and modem mode.  I plugged in my router afterwards but for whatever reason it wasn't picking up the WAN connection.  So after a full factory reset on that and a lot of time configuring it again, it's all finally working as expected.

I'm not sure what caused the router to misbehave as it's been going strong for several years and the issue persisted across reboots, but thankfully the factory reset seems to have cured it.

Thank you all again for advice!

[David_Bn]

Thanks for the update @gs198, and I'm pleased to hear you've been able to find the issue with the speeds.

Do feel free to come back to us if you require any further assistances on your Virgin Media services.

Kindest regards,

David_Bn