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stephenhamilton
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Recently degraded Download and Upload speeds

After a few years of decent quality broadband (apart from the occasional dropout) I have noticed in the last week that the upload and download speeds are not great.

I'm on the M1 package and have generally been getting the expected 100Mbps Download 10Mbps Upload.

In the last week or so its been hovering around 25-30Mbps Download and 3-4Mbps Upload.

Network equipment is a Virgin superhub 2 in modem mode, with a Synology RT2600ac router + a couple of MR2200AC mesh points.

I have a couple of work computers connected via ethernet to the router, and there are a collection of iphones/ipads that connect to the network wirelessly.

Speedtests have been run over ethernet and wireless with comparable results. Here are the last three results:

IP_ADDRESS

TEST_DATE

TIME_ZONE

DOWNLOAD_MEGABITS

UPLOAD_MEGABITS

LATENCY_MS

SERVER_NAME

DISTANCE_MILES

CONNECTION_MODE

SERVER_COUNT

x.x.x.x

04/30/2021 18:45

GMT

25.97

3.31

68

London

0

multi

4

x.x.x.x

04/30/2021 18:44

GMT

24.82

3.73

325

London

0

multi

4

x.x.x.x

04/30/2021 17:44

GMT

22.11

3.36

11

London

0

multi

4

 

BQM:

My Broadband Ping - Virgin Broadband

 

Hopefully someone at Virgin can take a look at this.

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stephenhamilton
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Re: Recently degraded Download and Upload speeds

And here is Hub Status:

Status

Acquired Downstream Channel (Hz)

138750000 Hz

Locked

Ranged Upstream Channel (Hz)

53700000 Hz

Success

Provisioning State

OK

Operational

 

Downstream

Frequency (Hz)

138750000 Hz

146750000 Hz

154750000 Hz

162750000 Hz

170750000 Hz

178750000 Hz

186750000 Hz

194750000 Hz

Lock Status(QAM Lock/FEC Sync/MPEG Lock)

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Channel ID

1

2

3

4

5

6

7

8

Modulation

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

Symbol Rate (Msym/sec)

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

Interleave Depth

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

I=12

J=17

Power Level (dBmV)

-4.7 dBmV

-3.9 dBmV

-4.6 dBmV

-6.1 dBmV

-3.2 dBmV

-3.4 dBmV

-4.6 dBmV

-4.2 dBmV

RxMER (dB)

40.7 dB

40.8 dB

40.5 dB

39.9 dB

40.9 dB

40.9 dB

40.8 dB

40.7 dB

 

Upstream

Channel Type

2.0

2.0

2.0

2.0

Channel ID

2

1

4

3

Frequency (Hz)

53700000 Hz

60300000 Hz

39400000 Hz

46200000 Hz

Ranging Status

Success

Success

Success

Success

Modulation

QAM64

QAM64

QAM64

QAM64

Symbol Rate (Sym/sec)

5120000

5120000

5120000

5120000

Mini-Slot Size

64

64

64

64

Power Level (dBmV)

48.0 dBmV

48.0 dBmV

48.3 dBmV

48.0 dBmV

T1 Timeouts

0

0

0

0

T2 Timeouts

0

0

0

0

T3 Timeouts

12

12

12

12

T4 Timeouts

0

0

0

0

 

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stephenhamilton
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Re: Recently degraded Download and Upload speeds

And lastly

Network Log

First Time

Last Time

Priority

Error Number

Description

30/03/2021 13:56:08

30/03/2021 13:56:08

Critical (3)

2436694078

TOD established

29/03/2021 20:52:29

29/03/2021 20:52:29

Critical (3)

84000500

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/03/2021 19:38:21

29/03/2021 19:38:21

Critical (3)

84000400

SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/03/2021 18:02:37

30/03/2021 18:02:37

Critical (3)

82000500

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/03/2021 18:06:50

30/03/2021 18:06:50

Warning (5)

84020300

MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Tazz
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Message 4 of 13
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Re: Recently degraded Download and Upload speeds

Hello

First thing I will say is get yourself a free upgrade to the Hub 3 - it allows you to have double the number of channels:

https://www.virginmedia.com/shop/hub-swap?buspart=uk_app_connect2_hubsw

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stephenhamilton
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Message 5 of 13
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Re: Recently degraded Download and Upload speeds

Thanks Taz

I'm not sure what extra channels would get me. I'm only on the M100 package, and only use the hub in modem mode. It's been working fine as is for a number of years now.

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Tazz
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Message 6 of 13
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Re: Recently degraded Download and Upload speeds

So it will bond 24 rather than just 8 downstream channels. This way it will be like having 24 lanes on the motorway rather than just 8 🙂

It don't matter what speed you have it just enables you to access more capacity. It will also help you get access to the latest 3.0 network on your upstream.
Andrew-G
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Message 7 of 13
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Re: Recently degraded Download and Upload speeds

Unfortunately that won't help.  @stephenhamilton you've got a simple problem of downstream power that's too low, and probably a noise issue upstream judging by the timeout count.  It could be, but is unlikely to be the hub, so even if it were replaced the problem would persist unless you had a technician install it and check and correct the line faults.  Splitting the radio frequency across more downstream channels helps reduce network congestion, but that's not the problem you have, so a Hub 3 (on its own) won't help.  And in addition, because of some Grade A1 bungling by VM, they've run out of new hubs, so you certainly won't get an "on request" Hub 3, and if they do choose to replace your hub, they've started asking for Superhub 2's back, so you might even get your existing antique replaced by a similar antique handed back by a customer who has cancelled their service.

All of which is quire depressing, but I can at least flag your post for forum staff to advise.  They'll probably need to book you a technician visit, and there is then an outside chance they may have a Hub 3 in the van and choose to replace your hub anyway..

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stephenhamilton
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Message 8 of 13
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Re: Recently degraded Download and Upload speeds

Thanks Taz and Andrew

Sounds like I'm going to need an engineer visit - hopefully someone from VM will see this 🙂

I just checked and I actually have a boxed superhub 3 here that was sent a while back - I vaguely remember deciding not to install it because the existing hub was fine and I didn't want to break anything!

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Andrew-G
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Message 9 of 13
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Re: Recently degraded Download and Upload speeds

Ooooh.  I'd suggest you try plugging in the Hub 3, and see if it works.  You may need to phone and activate it (some installations did, some didn't), if that is the case then try - I don't know if the activation process had a time limit on it. 

If that works, you've now got a shiney, working Hub 3, which might, but I'm guessing won't resolve the underlying issues causing errors and power problems.  But I'd try it, and then see about getting a technician visit.  Might need to run for a couple of days before any line problems surface.

Don't worry about VM picking this up - where I've flagged the post for staff attention, it has gone into a queue to be dealt with usually within 24 hours, other posts are read if unanswered or unresolved, but that can take a few days, sometimes a week or more.  

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Akua_A
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Re: Recently degraded Download and Upload speeds

Hi @Stephenhamiltion.

 

Welcome back to our community forums. 

 

Sorry to hear you are having issue with your service. Has service improved since changing to a Hub 3?

 

I have just had a look into your account using your forum details. There seems to be a local issue in the area. You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you. 

 

The estimated fix time for this is 05 MAY 2021 15:10

 

Please let us know if the issue persist after this and we will do our best to help.

 

Thanks,

Akua_A
Forum Team



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