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Same as others…Poor speed after 1Gig upgrade

Spintheverbs
Tuning in

Dear all

I seem to have the same issue here as many others do on the forum. Upgraded to a gig service to find my wifi speed at approx 300-400 mbits. 

Have done that sam knows and it shows 1gig getting to the router but the wifi speed is 300-400.  Even wired, granted on an old laptop is poor

Prior to upgrading my m600 received 900 mbits. 

Engineer even came round and replaced all connections, a fresh wifi router and the same exists. Even virgin are saying they can’t identify a problem. 

i have read a number of posts and the things that come up are:

- issues with something in the BQM data

- the fact that the hub4 is not compatible for a gig speed ( virgin confirm that hub 4 is compatible with 1gig )

Would appreciate any help at all

Sincerely

sam 

15 REPLIES 15

jem101
Superstar

@Spintheverbs wrote:

Dear all

I seem to have the same issue here as many others do on the forum. Upgraded to a gig service to find my wifi speed at approx 300-400 mbits. 

OK but what speed were you getting on WiFi before you upgraded?

Have done that sam knows and it shows 1gig getting to the router but the wifi speed is 300-400.  Even wired, granted on an old laptop is poor

What speed does it show on the laptop, could the laptop (if old) only have a 100Mb/s interface which would be the limiting factor? Also, importantly, what device are you using on WiFi to measure the speed? Many devices simply can’t connect to WiFI faster than than the 400 or so you mention.

Prior to upgrading my m600 received 900 mbits. 

No, something isn’t right here, the M600 has an absolute limit of about 650 Mb/s, it isn’t possible that you were getting 900. If that’s what you were measuring then something had gone seriously askew with the speed test.

Engineer even came round and replaced all connections, a fresh wifi router and the same exists. Even virgin are saying they can’t identify a problem. 

i have read a number of posts and the things that come up are:

- issues with something in the BQM data

- the fact that the hub4 is not compatible for a gig speed ( virgin confirm that hub 4 is compatible with 1gig )

It is, in fact only the hub 4 and 5 ARE compatible with the 1 Gig tier

Would appreciate any help at all

Sincerely

sam 


Responses in blue

Before upgrading I was getting 400. After upgrading to the 1gig service I noticed multiple errors in my package eg: they forgot to add the the telephone package so they kept on correcting it 

After a correction I noticed they had downgraded me to m600 on paper. 

Probably at that time after a speed test I noticed for one day my m600 was registering 900 mbits. 


Called up to make sure my package was on the 1gig service and that the price was correct. After much stress they sorted it out. 

Perhaps the old lap top ( windows laptop) is maxed out at 100. For the wifi test I’m using a mixture of Apple devices:

iPhone 8 plus
Iphone 11
Macbook pro 2014 no Ethernet port

All in all the speed is terrible and I’m finding that things are juddering, dropping out, even zoom calls

Any advice is welcome on how to test this line properly

 

Thanks 

Ps: before upgrading to the gig I was on the m500 I believe

Here is the data:

 

3.0 Downstream channels

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

253307500000.938.6QAM25625
11387500002.939QAM2561
21467500002.838.6QAM2562
31547500002.838.6QAM2563
41627500002.639QAM2564
51707500002.438.6QAM2565
61787500002.238.6QAM2566
7186750000238.6QAM2567
81947500001.838.6QAM2568
92027500001.738.6QAM2569
102107500001.339QAM25610
112187500000.838.6QAM25611
122267500000.639QAM25612
132347500000.638.6QAM25613
142427500000.838.6QAM25614
152507500000.838.6QAM25615
162587500001.138.6QAM25616
172667500002.339QAM25617
182747500002.438.6QAM25618
192827500001.938.6QAM25619
202907500001.638.6QAM25620
212987500001.738.6QAM25621
223067500001.739QAM25622
233147500001.439QAM25623
243227500001.138.6QAM25624
263387500000.939QAM25626
273467500001.139QAM25627
283547500001.139QAM25628
293627500000.938.6QAM25629
303707500000.538.6QAM25630
31378750000-0.138.6QAM25631



3.0 Downstream channels

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

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



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159944K1840QAM4096424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked410.420422850810

3.0 Upstream channels

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

15370000043.55120 KSym/sec64QAM2
23940000042.85120 KSym/sec64QAM4
34620000042.85120 KSym/sec64QAM3
460300000445120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0030
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0020

 

Network Log

Time Priority Description

Thu 01/01/1970 00:01:193No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 24/05/2022 09:04:345MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 24/05/2022 09:04:466SW Download INIT - Via Config file 87dsfd;kfoA,.iyewrkldJKDH
Tue 24/05/2022 09:06:006SW download Successful - Via Config file
Tue 24/05/2022 09:08:315MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 24/05/2022 09:36:184DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 24/05/2022 09:36:186DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 24/05/2022 10:35:194DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 24/05/2022 10:35:196DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 25/05/2022 10:33:093No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/05/2022 22:35:194DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 27/05/2022 22:35:196DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 28/05/2022 23:07:593No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 31/05/2022 10:35:194DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 31/05/2022 10:35:196DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 31/05/2022 17:00:573No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 03/06/2022 22:35:194DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 03/06/2022 22:35:196DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 06/06/2022 10:36:593No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 06/06/2022 17:23:065MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 07/06/2022 23:46:373No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 08/06/2022 19:59:094DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 08/06/2022 19:59:096DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 11/06/2022 03:56:553No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 11/06/2022 08:52:385MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 12/06/2022 22:19:214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 12/06/2022 22:19:216DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 14/06/2022 09:21:396CM-STATUS message sent. Event Type Code: 5; Chan ID: 24; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/06/2022 03:39:164DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/06/2022 03:39:166DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 19/06/2022 15:39:164DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 19/06/2022 15:39:166DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 20/06/2022 08:21:483No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 23/06/2022 03:39:164DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 23/06/2022 03:39:166DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 23/06/2022 04:09:164DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 23/06/2022 04:09:166DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 26/06/2022 16:09:164DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 26/06/2022 16:09:166DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 29/06/2022 11:06:403No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 30/06/2022 04:09:164DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 30/06/2022 04:09:166DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 03/07/2022 16:09:164DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 03/07/2022 16:09:166DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Good Afternoon @Spintheverbs, thanks for your posts on our Community Forums, and a very warm welcome to you!

Sorry to hear of the speed of the services not being up to scratch, can you confirm if you've been able to open up a speed minimum guarantee complaint? 

If so, do you know when this result is due to be issued back to you?

Looking into the stats of the hub, we seem to detect a possible issue with Wi-Fi connections only. Do you have any pieces of equipment located close to the hub that could be re-located or connected via an Ethernet cable?

Kindest regards,

David_Bn

Hi there

I have opened a minimum speed complaint and they sent a second tech to investigate. He did all the checks and said there was nothing to find

I have yet to get the results of the complaint

I have turned all pieces of equipment which could interfere off to check

Of note the tech mentioned that i should perhaps request a hub5 

martyn182
Joining in

same problem here, "upgraded" a couple of weeks ago, now get constand lag/loss and struggle get 10mb download ;/