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Slow Speed for a week now, Do I need to call Virgin or staff member from the forum help?

Hello 

I am on the M 200 package but for the past week my internet speed has been noticeably slower. With download around around 60+Mbps (which is usable) and my upload around 600 Kbps. The slow upload is particularly affecting my service.

I have tried rebooting my modem, my router, checked connections and tried the online connection tool but nothing has improved. 

Can someone from Virgin on this forum help or do I need to call Virgin directly?

13.jpg

 

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=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)-2.60-2.44-2.89-2.78-2.95-2.67-3.32-3.12
RxMER (dB)36.6136.6137.0937.0937.6437.9437.9437.64
Pre RS Errors39124022479461612638688414201115709
Post RS Errors25690974747303315362300290317

 

Upstream  US-1 US-2 US-3 US-4

Channel TypeN/AN/A2.02.0
Channel IDN/AN/A2324
Frequency (Hz)N/AN/A4620000039400000
Ranging StatusOtherOtherSuccessSuccess
ModulationN/AN/A64QAM64QAM
Symbol Rate (Sym/sec)N/AN/A51200005120000
Mini-Slot SizeN/AN/A22
Power Level (dBmV)N/AN/A50.0049.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0022
T4 Timeouts000

0

 

Network Log

First TimeLast TimePriorityError NumberDescription
20/08/2019 17:13:50 GMT20/08/2019 17:13:50 GMTWarning (5)66050310Auth Success - Web login successful.
20/08/2019 17:11:34 GMT20/08/2019 17:11:34 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 17:11:23 GMT20/08/2019 17:11:23 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 17:03:58 GMT20/08/2019 17:03:58 GMTWarning (5)66050310Auth Success - Web login successful.
20/08/2019 16:51:44 GMT20/08/2019 16:51:44 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 16:51:38 GMT20/08/2019 16:51:38 GMTWarning (5)66050310Auth Success - Web login successful.
20/08/2019 16:30:51 GMT20/08/2019 16:30:51 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 15:18:10 GMT20/08/2019 15:18:10 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
20/08/2019 14:25:39 GMT20/08/2019 14:25:39 GMTWarning (5)84020200Lost MDD Timeout
20/08/2019 14:25:35 GMT20/08/2019 14:25:35 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 14:25:10 GMT20/08/2019 14:25:10 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 14:24:15 GMT20/08/2019 14:24:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 14:07:33 GMT20/08/2019 14:07:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 13:21:15 GMT20/08/2019 13:21:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 13:18:54 GMT20/08/2019 13:18:54 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 12:46:28 GMT20/08/2019 12:46:28 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 11:55:43 GMT20/08/2019 11:55:43 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 11:53:55 GMT20/08/2019 11:53:55 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/08/2019 11:53:01 GMT20/08/2019 11:53:01 GMTCritical (3)82000200No Ranging Response received - T3 time-out
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Re: Slow Speed for a week now, Do I need to call Virgin or staff member from the forum help?

Wait long enough and the forum staff usually appear.

Looking at your stats, channels 1 & 2 are very borderline signal to noise ratios, and the error levels are high - particularly on channel 1. The upstream power levels appear to be on the high side, although nominally on the maximum levels according to Seph's prime in the pink stickies at the head of the Wifi area of the forum.

What's causing that I couldn't say, but no amount of restarting or changing the method of speed testing will fix those, so I'm guessing you need a visit from a field technician, and there's a good chance that they'll come bearing a shiney new Hub 3.

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Re: Slow Speed for a week now, Do I need to call Virgin or staff member from the forum help?

Thank you for replying to me. 

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Re: Slow Speed for a week now, Do I need to call Virgin or staff member from the forum help?

There has been no improvement to my internet connect. Can a Virgin forum moderator give me some assistance?

The 600Kbps upload is making it very hard for me use the service, as even sending an email attachment is unfeasibly slow.

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Re: Slow Speed for a week now, Do I need to call Virgin or staff member from the forum help?

Hi hsp70,

 

Thanks for posting and welcome to the community 🙂

 

Sorry to hear of the broadband issues.

 

I can confirm that after doing a background check there is an SNR (signal to noise ratio) issue in the area. The fault number is F007366981. The estimated fix date and time for this is the 4th of September at 12.40pm.

 

Kind regards,

John_GS
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Re: Slow Speed for a week now, Do I need to call Virgin or staff member from the forum help?

Thanks for getting back to me John, where do I go to monitor this fault? I can't seen to find the page to enter the fault number.

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Re: Slow Speed for a week now, Do I need to call Virgin or staff member from the forum help?

Just drop us a message on here and we can do it for you 🙂

 

Kind regards,

John_GS
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Re: Slow Speed for a week now, Do I need to call Virgin or staff member from the forum help?

Hello John

 

Can you give me an update if the SNR issue was fixed? I see no improvement to my connection.

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Message 9 of 9
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Re: Slow Speed for a week now, Do I need to call Virgin or staff member from the forum help?

Hi hsp70, 

 

Sorry to hear of the lack of improvement in this. It's an engineer visit that needs to be booked to sort this out. I'll drop you a quick PM to do this now.

 

Kind regards,

John_GS
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