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ian_kershaw78
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Slow Broadband

I am on the M350 fibre broadband. I have been currently getting speeds of less that 15MPS!!!

I am very disappointed with the slow service. I have followed all the advice, reset my hub 3.0 and checked all wires, its near no other electrical equipment. Someone (hopefully from Virgin Media) pleaed help.

TIA Ian.

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MikeRobbo
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Alessandro Volta
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Message 2 of 17
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Re: Slow Broadband

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

If everything above is OK we need do some troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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ian_kershaw78
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Message 3 of 17
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Re: Slow Broadband

My BQM 

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ian_kershaw78
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Re: Slow Broadband

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
475000000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

 

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ian_kershaw78
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Re: Slow Broadband

Downstream bonded channels

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

1475000000-12.934256 qam31
2195000000-6.236256 qam8
3203000000-6.536256 qam9
4211000000-6.536256 qam10
5219000000-6.936256 qam11
6227000000-736256 qam12
7235000000-7.536256 qam13
8243000000-7.936256 qam14
9251000000-8.236256 qam15
10259000000-8.536256 qam16
11267000000-8.536256 qam17
12275000000-936256 qam18
13283000000-8.935256 qam19
14291000000-9.235256 qam20
15299000000-9.435256 qam21
16307000000-9.535256 qam22
17315000000-9.735256 qam23
18323000000-9.735256 qam24
19427000000-1135256 qam25
20435000000-11.235256 qam26
21443000000-11.735256 qam27
22451000000-12.435256 qam28
23459000000-12.535256 qam29
24467000000-12.735256 qam30



Downstream bonded channels

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

1Locked353330
2Locked36.6100
3Locked36.380
4Locked36.690
5Locked36.6140
6Locked36.6120
7Locked36.6110
8Locked36.3150
9Locked36.3120
10Locked36.3100
11Locked36.3170
12Locked36.3100
13Locked35.7150
14Locked35.5170
15Locked35.7260
16Locked35.7200
17Locked35.7170
18Locked35.5240
19Locked35.7220
20Locked35.5330
21Locked35.5320
22Locked34.93260
23Locked351310
24Locked352200
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ian_kershaw78
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Message 6 of 17
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Re: Slow Broadband

Upstream bonded channels

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

1394000004.95512064 qam4
2462000005.025512064 qam3
3326000004.9512064 qam5
4258000394.825512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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ian_kershaw78
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Re: Slow Broadband

Network Log

Time Priority Description

08/09/2020 16:22:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2020 16:22:8Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 19:14:12ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 22:25:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 15:54:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 15:38:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 23:48:54ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 20:10:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 07:28:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/09/2020 22:23:22noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 10:55:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 04:28:14ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 02:56:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 21:18:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 05:20:6ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 04:30:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 11:27:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2020 09:29:18ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/08/2020 20:40:22ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 8 of 17
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Re: Slow Broadband


@ian_kershaw78 wrote:

Downstream bonded channels

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

1475000000-12.934256 qam31
2195000000-6.236256 qam8
3203000000-6.536256 qam9
4211000000-6.536256 qam10
5219000000-6.936256 qam11
6227000000-736256 qam12
7235000000-7.536256 qam13
8243000000-7.936256 qam14
9251000000-8.236256 qam15
10259000000-8.536256 qam16
11267000000-8.536256 qam17
12275000000-936256 qam18
13283000000-8.935256 qam19
14291000000-9.235256 qam20
15299000000-9.435256 qam21
16307000000-9.535256 qam22
17315000000-9.735256 qam23
18323000000-9.735256 qam24
19427000000-1135256 qam25
20435000000-11.235256 qam26
21443000000-11.735256 qam27
22451000000-12.435256 qam28
23459000000-12.535256 qam29
24467000000-12.735256 qam30



Your Downstream Power Levels are far too low (Min -6dBmV) and you will need an engineer to get them fixed.

 

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jpeg1
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Message 9 of 17
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Re: Slow Broadband

There is a very wide variation in the downstream signal levels, which suggests that it's not just a matter of being set too low.

While you are waiting for Virgin to attend it would be worth checking that the coax connectors are all fitted tightly. Also look for any obvious damage or kinks in the coax.

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carl_pearce
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Message 10 of 17
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Re: Slow Broadband

It's also worth checking if you have a device, like below, attached between your HUB and cable to the wall socket:

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