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TK121
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Slow Broadband

Have had Virgin for a long long time.  Was on approx 100 Mbps hard wired broadband with no problems (download speeds always very close to 100) .  Had to move PC and used wireless connection for 1 week and during that time agreed with Virgin to change to a new contract which included 300 approx Mbps broadband.  Checked it on WiFi and only getting approx 40 Mbps.  Hard wired with Cat6 ethernet cable.  Still only getting approx 40 Mbps.  Have spoken to Virgin several times.  No solution.  They now claim  my ethernet cable is faulty.  However I get the same download speed whether I use ethernet cable, wireless, or a combination of both.  The same problem occurs on both my PC and Apple Mac.  Read lots of suggestions and tried most of them including checking connections and Modem reset.  Nothing has any effect.  Please help.  Any suggestions.  I see other people have a similar problems and most of them don't seem to have arrived at any complete solution

 

Trevor

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MikeRobbo
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Alessandro Volta
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Message 2 of 13
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Re: Slow Broadband

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: Slow Broadband

If possible 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.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: Slow Broadband

Can you please

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

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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TK121
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Re: Slow Broadband

Many thanks for the offer of help.  Here is the data you wanted, I hope

Downstream bonded channels

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

1402750000-0.238256 30
2202750000-138256 9
3210750000-1.93725610
4218750000-42425611
5226750000-32925612
6234750000-13825613
7242750000-1.537256 14
8250750000-336256 15
9258750000-3.936256 16
10266750000-1.437256 17
11274750000-138256 18
12282750000-1.537256 19
13290750000-2.437256 20
14298750000-0.537256 21
15306750000-1.238256 22
16314750000-1.738256 23
17322750000-138256 24
183307500000.738256 25
193707500000.738256 26
203787500000.537256 27
21386750000-1.538256 28
22394750000-0.437256 29
234107500001.538256 31
244187500000.738256 32



Downstream bonded channels

Channel Locked Status Rx MER (dB) Pre RS Errors Post RS Errors

1Locked38.633372
2Locked38.93930153
3Locked37.68256495
4Locked244771732905223889
5Locked29.9841475607264152
6Locked38.610242655
7Locked37.64758152
8Locked36.37143315
9Locked36.612506674
10Locked37.67953393
11Locked38.6236679
12Locked37.6240352
13Locked37.6493378
14Locked37.63174188
15Locked38.61718175
16Locked38.61574155
17Locked38.91552161
18Locked38.61328172
19Locked38.649351
20Locked37.3269273
21Locked38.630442
22Locked37.637161
23Locked38.943414198
24Locked38.9219

37

 

Upstream bonded channels

Channel Frequency (Hz) Power (dB  mV) Symbol Rate  Modulation Channel ID

15369999349.85120641
232600004515120644
339400000515120643
446200004515120642



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

All the best.  Many many thanks for your offer of help

Trevor

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MikeRobbo
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Alessandro Volta
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Message 6 of 13
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Helpful Answer

Re: Slow Broadband

Your Downstream Power Levels individually are all within spec but all over the place and, the differential between the lowest at -4.0dBmV and the highest at +1.5dBmV is too great.

Your Upstream Power Levels are maxed out.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

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

1402750000-0.238256 30
2202750000-138256 9
3210750000-1.93725610
4218750000-42425611
5226750000-32925612
6234750000-13825613
7242750000-1.537256 14
8250750000-336256 15
9258750000-3.936256 16
10266750000-1.437256 17
11274750000-138256 18
12282750000-1.537256 19
13290750000-2.437256 20
14298750000-0.537256 21
15306750000-1.238256 22
16314750000-1.738256 23
17322750000-138256 24
183307500000.738256 25
193707500000.738256 26
203787500000.537256 27
21386750000-1.538256 28
22394750000-0.437256 29
234107500001.538256 31
244187500000.738256 32

 

 


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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TK121
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Message 7 of 13
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Re: Slow Broadband

Again Many thanks for everything you are doing.  The speeds on Sam knows are DOWN 46.3 and UP 32.3

In the connected devices the speed is given as 1000:

Trevor

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TK121
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Re: Slow Broadband

Many thanks.  You have given more help in 5 mins than Virgins technical experts have, by telephone, in 5 days.

They still claim there is nothing wrong with their system and the problem is all with my equipment.  I will let you know if there is eventually a solution.

Thanks Again

Trevor

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MikeRobbo
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Message 9 of 13
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Re: Slow Broadband

Don't forget to set up a BQM and post a live link as soon as you can, there may also be WAN side issues.


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spgray
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Message 10 of 13
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Re: Slow Broadband


@MikeRobbo wrote:

Don't forget to set up a BQM and post a live link as soon as you can, there may also be WAN side issues.


on a side note... 1 day remaining until what?


-----------------------------------------------------------

My Broadband Ping - spgray

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