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Barrerayy
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Really bad speeds for the last couple days

I'm on a gig package using the smart hub 4 in modem mode with an asus ax86u router. For the last couple days my internet speeds have plummeted to sub 1mbps speeds. I can't even connect to steam atm as my speed is terrible and uplay gives me dl speeds in kbps. Before this I was getting full gig speeds on wifi and wired. 

I've done a factory reset on both my router and the hub and did tests on the hub in router mode using a cat5 and cat6 ethernet cable. Sam knows shows 500-600 in the speed department but if I use any other speed test service I get 1-2mbps tops (except 1 server on speedtest which oddly enough is decent speed but 10 other servers are bad, see pics below). 

https://imgur.com/a/4pmKbrr

I've spoken to customer support multiple times now and I've gotten nowhere, just got served the usual reset your router script. 

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Barrerayy
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Re: Really bad speeds for the last couple days

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

 

253310000005.939QAM25625
11390000005.437.6QAM2561
21470000005.337.6QAM2562
31550000005.137.4QAM2563
41630000005.137.4QAM2564
51710000004.737.6QAM2565
61790000004.437.6QAM2566
71870000004.637.6QAM2567
81950000004.738.6QAM2568
9203000000538.6QAM2569
102110000005.137.6QAM25610
112190000005.438.6QAM25611
122270000005.538.6QAM25612
132350000005.839QAM25613
142430000006.139QAM25614
152510000006.239QAM25615
162590000006.538.6QAM25616
172670000006.138.6QAM25617
18275000000639QAM25618
192830000005.939QAM25619
20291000000638.6QAM25620
212990000006.839QAM25621
223070000006.438.6QAM25622
23315000000638.6QAM25623
243230000006.139QAM25624
263390000005.739QAM25626
273470000005.639QAM25627
283550000005.838.6QAM25628
293630000005.337.6QAM25629
303710000005.537.6QAM25630
313790000005.839QAM25631

 

25Locked38.98326100
1Locked37.63627600
2Locked37.63627600
3Locked37.35598800
4Locked37.35598800
5Locked37.63627600
6Locked37.63627600
7Locked37.63627600
8Locked38.60537700
9Locked38.60537700
10Locked37.63627600
11Locked38.60537700
12Locked38.60537700
13Locked38.98326100
14Locked38.98326100
15Locked38.98326100
16Locked38.60537700
17Locked38.60537700
18Locked38.98326100
19Locked38.98326100
20Locked38.60537700
21Locked38.98326100
22Locked38.60537700
23Locked38.60537700
24Locked38.98326100
26Locked38.98326100
27Locked38.98326100
28Locked38.60537700
29Locked37.63627600
30Locked37.63627600
31Locked38.98326100

 

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159964K1880QAM4096759

 

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked427.6401703020
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Barrerayy
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Re: Really bad speeds for the last couple days

3.0 Downstream channels

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

253310000005.939QAM25625
11390000005.437.6QAM2561
21470000005.337.6QAM2562
31550000005.137.4QAM2563
41630000005.137.4QAM2564
51710000004.737.6QAM2565
61790000004.437.6QAM2566
71870000004.637.6QAM2567
81950000004.738.6QAM2568
9203000000538.6QAM2569
102110000005.137.6QAM25610
112190000005.438.6QAM25611
122270000005.538.6QAM25612
132350000005.839QAM25613
142430000006.139QAM25614
152510000006.239QAM25615
162590000006.538.6QAM25616
172670000006.138.6QAM25617
18275000000639QAM25618
192830000005.939QAM25619
20291000000638.6QAM25620
212990000006.839QAM25621
223070000006.438.6QAM25622
23315000000638.6QAM25623
243230000006.139QAM25624
263390000005.739QAM25626
273470000005.639QAM25627
283550000005.838.6QAM25628
293630000005.337.6QAM25629
303710000005.537.6QAM25630
313790000005.839QAM25631



3.0 Downstream channels

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

25Locked38.98326100
1Locked37.63627600
2Locked37.63627600
3Locked37.35598800
4Locked37.35598800
5Locked37.63627600
6Locked37.63627600
7Locked37.63627600
8Locked38.60537700
9Locked38.60537700
10Locked37.63627600
11Locked38.60537700
12Locked38.60537700
13Locked38.98326100
14Locked38.98326100
15Locked38.98326100
16Locked38.60537700
17Locked38.60537700
18Locked38.98326100
19Locked38.98326100
20Locked38.60537700
21Locked38.98326100
22Locked38.60537700
23Locked38.60537700
24Locked38.98326100
26Locked38.98326100
27Locked38.98326100
28Locked38.60537700
29Locked37.63627600
30Locked37.63627600
31Locked38.98326100



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked427.6401703020
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Barrerayy
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Message 4 of 9
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Re: Really bad speeds for the last couple days

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
87dsfd;kfoA,.iyewrkldJKDH



Primary Downstream Service Flow

SFID
3516
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
3515
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort
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Barrerayy
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Message 5 of 9
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Re: Really bad speeds for the last couple days

I can VPN to a server in london and my speeds go from 1-10mbps on speedtest to 600 (which is expected with a vpn). There is clearly something going on with the virgin infrastructure atm. 

registeralready
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Message 6 of 9
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Re: Really bad speeds for the last couple days

I've just used the VPN too and the speed goes back to where it should be. I have no idea how to get this fixed as I have been hearing from everyone that the customer services are not helping at all.

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Barrerayy
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Message 7 of 9
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Re: Really bad speeds for the last couple days

Just have to call Virgin and hope they actually listen... I'll pester them tomorrow and I have an engineer booked for Monday as well so I can demonstrate to him that something is wrong.

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Alex_RM
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Re: Really bad speeds for the last couple days

Hi Barrerayy,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to understand you've having some issues with your connection.

 

I've been able to locate your account using your forums details, and can see you've spoke with an agent who advised you of an issue in the area. 

 

Looking now, this seems to have been resolved.

 

Can you confirm how things are for you at the moment?

 

Alex_Rm

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Barrerayy
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Message 9 of 9
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Re: Really bad speeds for the last couple days

Well actually none of the CS agents i spoke to said there was an area fault despite me asking. The engineer however said there must be so he'd report back. 

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