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erioks
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Paying for premium but getting a mediocre ping and speeds

Hi all,

For the last few months my internet speeds went down significantly. I am on M350 line and I very rarely get download speeds above 50Mbps. It usually stays around 30, that is 10 times slower than advertised. It is literally impossible to get through to customer support over phone, as all button presses lead to "reboot your hub and go online of it does not help".

My ping to google maybe as bad as 300ms, and usually stays around 100 ms. This is wired connection. Are these stats from the router of any use in finding the cause of such slow speeds? (This is straight after hub restart, errors column contains much bigger numbers usually)

Downstream bonded channels

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

1162750000240256 qam4
2138750000138256 qam1
31467500001.738256 qam2
4154750000240256 qam3
51707500002.240256 qam5
61787500002.440256 qam6
71867500002.540256 qam7
81947500002.240256 qam8
92027500002.240256 qam9
102107500002.240256 qam10
11218750000240256 qam11
122267500001.740256 qam12
132347500001.540256 qam13
142427500001.940256 qam14
15250750000240256 qam15
162587500001.740256 qam16
172667500000.940256 qam17
18274750000140256 qam18
192827500001.240256 qam19
202907500001.240256 qam20
212987500001.938256 qam21
223067500002.240256 qam22
233147500003.940256 qam23
243227500002.238256 qam24



Downstream bonded channels

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

1Locked40.360
2Locked38.900
3Locked38.640
4Locked40.350
5Locked40.300
6Locked40.330
7Locked40.360
8Locked40.950
9Locked40.350
10Locked40.950
11Locked40.350
12Locked40.300
13Locked40.900
14Locked40.350
15Locked40.300
16Locked40.350
17Locked40.300
18Locked40.330
19Locked40.370
20Locked40.3130
21Locked38.950
22Locked40.300
23Locked40.300
24Locked38.900

 

 

Upstream bonded channels

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

15370004144.3512064 qam1
23259999144.3512064 qam4
33940002144.3512064 qam3
44620000744.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

 

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Andrew-G
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Re: Paying for premium but getting a mediocre ping and speeds

Your hub's status data looks fine, although that can still be the case with some problems.  Suggest you try setting up a BQM, let it run for 24 hours and then post a link to shared graph back here?

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erioks
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Re: Paying for premium but getting a mediocre ping and speeds

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c46beea8793761e03e0405c4c468c47a424b1599

So I had monitor running for a week now, and even though download speeds seem to be fine (still 3 to 6 times less than advertised) the latency I get during the day (see Friday 13th) is a killer. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9e80cce57116031df7f4e84cc2286d220f8a3d0a-13-11-2020
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Alex_RM
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Re: Paying for premium but getting a mediocre ping and speeds

Hi erioks,

 

Thanks for posting and welcome to our community 🙂

 

Sorry to hear you're having some issues with the connection.

 

I've been able to locate your account using your forum details, the hub looks to be within the specifications we would expect. 

 

Are you still having a problem with it? Are you able to post an up to date BQM?

 

Alex_Rm

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MikeRobbo
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Re: Paying for premium but getting a mediocre ping and speeds


@Alex_RM wrote:

Hi erioks,

Thanks for posting and welcome to our community 🙂

Sorry to hear you're having some issues with the connection.

I've been able to locate your account using your forum details, the hub looks to be within the specifications we would expect. 

Are you still having a problem with it? Are you able to post an up to date BQM?

Alex_Rm


The >> 'Live' BQM << is a mess.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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erioks
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Re: Paying for premium but getting a mediocre ping and speeds

The latency is worse than two weeks ago. Average download speed stays around 50 mbps (out of advertised 350). I was able to contact support, and (as was kind of expected) - absolutely nothing has changed. They setup their own monitor, told me not to restart my hub and said if in 30 days the speed does not go up - I can leave Virgin Media with no charge :))) So here you go, modern day battle for the customer in full glory :))) Virgin has been robbing me for some time now, but I have to be thankful they don't charge me when I leave ...

thinkbroadband monitor latest 

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Alex_RM
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Re: Paying for premium but getting a mediocre ping and speeds

Ah! Thanks MikeRobbo, completely missed that 🙂

 

I agree, doesn't look great.

 

I've arranged for a technician to be sent erioks, you can view the time and date of your appointment via your online account here

 

Alex_Rm

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erioks
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Re: Paying for premium but getting a mediocre ping and speeds

So half a week after the engineer visit. The engineer has "changed the channels" saying the configuration on the router was bad. That improved the bandwidth in the mornings and at night - can't see much difference during the day. But the main issue - the latency jumping up and down and never staying in a certain range for more than 10 seconds - remains. Today it got even worse - I had latency going as high as 4 digits for my RDP when all my colleagues were fine staying in the range of 8ms to 40ms. Tried different laptop, wired and wifi. Tried to show the graphs to engineer when he visited, but he just ignored them and said that they are not trained to fix such issues because they are most likely not on the virgin side :))

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DJ_Shadow1966
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Re: Paying for premium but getting a mediocre ping and speeds

Hello

Looking at your previous BQM's without a shadow of doubt this looks high network utilization during the day.

Regards Mike

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Andrew-G
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Re: Paying for premium but getting a mediocre ping and speeds

I agree with Mike.  That's a bad dose of over-utilisation.  You can find my more detailed thoughts on that matter in my other posts on the subject, but essentially your options are to hope that it gets fixed (whilst not believing anything VM say on the matter), or find yourself a new ISP.

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