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abigtissue
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Not getting speeds paid for, signed up weeks ago

I've recently signed up for the M500 service and have been lucky to hit ~300mbps recently. On day 1 the hub was syncing at 690/45 and I was able to hit 640/40.

Non peak I'm currently getting ~300mbps, and during peak it's going as low as 100mbps with throughput spiking up to 220 in very short bursts.I have been a customer for less than a month.

Router stats are as follows:

 

Network Log

Time Priority Description

20/08/2020 16:29:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 16:29:6Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 12:34:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 09:24:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 20:41:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

13790000001.438256 qam29
22350000003.738256 qam13
32430000003.238256 qam14
42510000002.738256 qam15
52590000002.937256 qam16
62670000002.738256 qam17
72750000002.438256 qam18
82830000002.438256 qam19
92910000002.938256 qam20
102990000002.738256 qam21
113070000002.438256 qam22
123150000002.238256 qam23
133230000002.238256 qam24
14347000000238256 qam25
15355000000238256 qam26
163630000001.738256 qam27
173710000001.438256 qam28
183870000001.238256 qam30
193950000000.938256 qam31
204030000000.438256 qam32
214110000000.537256 qam33
224190000000.238256 qam34
234270000000.538256 qam35
244350000000.238256 qam36



Downstream bonded channels

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

1Locked38.622510
2Locked38.9580
3Locked38.6990
4Locked38.61310
5Locked37.61710
6Locked38.62000
7Locked38.62660
8Locked38.64350
9Locked38.9266501289
10Locked38.66584637172
11Locked38.93754111449
12Locked38.6230618
13Locked38.93920
14Locked38.68400
15Locked38.69880
16Locked38.615100
17Locked38.916170
18Locked38.620240
19Locked38.625560
20Locked38.633580
21Locked37.637190
22Locked38.935570
23Locked38.648550
24Locked38.649920
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1394000434.325512064 qam4
2462000214.325512064 qam3
3536999884.475512064 qam2
4603000044.475512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

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abigtissue
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Re: Not getting speeds paid for, signed up weeks ago

Just to add to this, I'm connecting via Ethernet on a device more than capable.

My BQM is horrific. I'd appreciate some sort of response from the VM team.

bqm1.PNG

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fa2de8cbe8ae7dcd14c4e212c6526ad4fd0ffcef

 

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MikeRobbo
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Alessandro Volta
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Re: Not getting speeds paid for, signed up weeks ago

There is nothing we can advise on here, that BQM is truly shocking.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

After that you can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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abigtissue
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Re: Not getting speeds paid for, signed up weeks ago

Cheers Mike,

 

Unfortunately have done, 'Everything is fine' says the automated systems! Waiting over 24h on the text system for a reply, and the phone lines are impossible to get through on 😕

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MikeRobbo
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Alessandro Volta
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Re: Not getting speeds paid for, signed up weeks ago

You need to persevere on the phone.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Paul_DN
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Re: Not getting speeds paid for, signed up weeks ago

Hi abigtissue,

 

Thank you for reaching out to us in our community and welcome, I am sorry to see you aren't getting the expected speeds.

 

I have had a look at thing our end and I can confirm there is a ingestion issue in you area which will be contributing to the issues you are having, this has been raised under ticket number  F008007756.

 

This was raised on 02/05/20 and the estimated fix date is 25/09/20 @ 13:15.

 

Regards

 

Paul.

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abigtissue
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Re: Not getting speeds paid for, signed up weeks ago

Thanks Paul, appreciate it.

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Paul_DN
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Re: Not getting speeds paid for, signed up weeks ago

Hi abigtissue,

 

You are very welcome, like all fix dates this is estimated and may be fixed earlier.

 

Regards

 

Paul.

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