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ReverendRevelry
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Message 1 of 24
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Poor speeds

Hi,

My speeds seem to be very poor at times, been checking all day today.. 

 

Around 3pm it was at 100Mbps

Around 6pm it was at 8mbps

Around 8pm it was at 70mbps

Now it's at 6mbps

 

What's going on please?

I've tried using wi-fi and now using a powerline adapter.

 

Thanks.

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Very Insightful Person
Very Insightful Person
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Message 2 of 24
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Re: Poor speeds

Is it possible to test speed via wired helps rule out a lot of possible


As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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ReverendRevelry
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Message 3 of 24
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Re: Poor speeds

Oh yeah sorry I mean I have already tried using wired connection, wifi and now using powerline adapter

Btw here is my downstream, upstream, & network logs:

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 243000000 3 38 256 qam 14
2 139000000 4 38 256 qam 1
3 147000000 4 38 256 qam 2
4 155000000 4 38 256 qam 3
5 163000000 4 38 256 qam 4
6 171000000 4.4 38 256 qam 5
7 179000000 4.1 38 256 qam 6
8 187000000 4.1 38 256 qam 7
9 195000000 4 38 256 qam 8
10 203000000 3.9 38 256 qam 9
11 211000000 4 38 256 qam 10
12 219000000 3.9 38 256 qam 11
13 227000000 3.7 38 256 qam 12
14 235000000 3.5 38 256 qam 13
15 251000000 3.2 38 256 qam 15
16 259000000 3.4 38 256 qam 16
17 267000000 3.7 38 256 qam 17
18 275000000 3.7 38 256 qam 18
19 283000000 4 38 256 qam 19
20 291000000 3.7 38 256 qam 20
21 299000000 4 38 256 qam 21
22 307000000 3.9 38 256 qam 22
23 315000000 4 38 256 qam 23
24 323000000 4.1 38 256 qam 24


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700031 3.9 5120 64 qam 2
2 39400000 3.75 5120 64 qam 4
3 46200019 3.9 5120 64 qam 3
4 60299991 3.9 5120 64 qam 1


Network Log
Time Priority Description
01/01/1970 00:01:22 Error Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2019 13:21:41 notice SW Download INIT - Via Config file
01/06/2019 13:24:10 Error Disruption during SW download - Power Failure
01/06/2019 13:24:19 notice SW Download INIT - Via Config file
01/06/2019 13:26:38 notice SW download Successful - Via Config file
01/06/2019 13:33:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2019 13:33:14 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2019 13:33:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2019 13:33:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2019 13:33:21 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2019 14:08:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2019 14:13:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2019 16:00:59 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Forum Team
Forum Team
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Message 4 of 24
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Re: Poor speeds

Hi ReverendRevelry,

 

Welcome to our forums and thank you for your post. I'm sorry that you've been experiencing intermittent broadband speeds.

 

Taking a look at the backend of your services, I can see that an SNR issue was raised in your area this morning. This is logged under reference F007159263 and has an estimated fix time of 9am on 10th June. Our local team will be working to restore full functionality as soon as possible, please do let us know how everything goes moving forwards and we can investigate further if required.

 

Thanks,

Rachael

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ReverendRevelry
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Message 5 of 24
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Re: Poor speeds

That is so long away. I have 12 days left to leave virgin media if anything is wrong. Will I have that date extended due to this issue?

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Forum Team
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Message 6 of 24
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Re: Poor speeds

Hi ReverendRevelry,

 

I can certainly appreciate the frustration and do apologise for any inconvenience caused. Although this is the date given for now, I can assure you that our dedicated team will be working hard to identify the source of the problem as soon as possible, and will have full functionality restored as swiftly as possible. If they can have everything back up to scratch before this date, they will do their utmost to complete sooner.

 

We wouldn't usually extend your cooling off period, but this can be assessed on a case-by-case basis to see if this would be appropriate in this instance.

 

Thanks,

Rachael

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ReverendRevelry
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Message 7 of 24
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Re: Poor speeds

Ok additionally the engineer fit the router in my longue, is there anyway I can fit it in my hallway

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jbrennand
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Message 8 of 24
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Re: Poor speeds

Yes...  but they usually charge £99 for a non-fault call out like that. Ironic isn't it !
You could test your negotiating skills with “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 - and as you are genuinely contemplating cancelling they might do you a deal - get an email confirmation.


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Forum Team
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Message 9 of 24
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Re: Poor speeds

Hi ReverendRevelry,

 

I'm afraid that @jbrennand is correct. If you request for your services to be connected elsewhere at point of install, we could complete this free of charge. If the install has already been completed. you would usually be charged for an appointment to move the socket.

 

Thanks,

Rachael

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jbrennand
Alessandro Volta
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Message 10 of 24
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Re: Poor speeds

Rev - take a look at this current thread - its a cautionary tale about VM estimated fix dates.

https://community.virginmedia.com/t5/Speed/F006190364-Update-please/td-p/3968350

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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