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Gemmapb
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Slow Speed

Hi,

Were on the M350 package and normally get the advertised 350 down and 35 up but for the last few days we have been as low as 15 Mbps down and 1 Mbps up. 

 

Checked the service pages and no faults reported, we did however have a couple of outages a few weeks ago, believe a cable was cut when some new houses were getting built.

 

I have restarted the Hub 3, taken it out of modem mode and done a factory reset and still not getting any better than 90 Mbps down and 20 Mbps up. 

 

Can someone look at the router stats and tell me if there is anything wrong please?

 

Many thanks.

 

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

195000000

Locked

Ranged Upstream Channel (Hz)

60299974

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

195000000

-4.2

40

256 qam

8

2

139000000

-2.7

38

256 qam

1

3

147000000

-3.4

38

256 qam

2

4

155000000

-3.9

38

256 qam

3

5

163000000

-3.7

38

256 qam

4

6

171000000

-4

38

256 qam

5

7

179000000

-4

38

256 qam

6

8

187000000

-4.2

38

256 qam

7

9

203000000

-5

38

256 qam

9

10

211000000

-4.9

38

256 qam

10

11

219000000

-5.5

38

256 qam

11

12

227000000

-5.4

38

256 qam

12

13

235000000

-5.5

38

256 qam

13

14

243000000

-5.7

38

256 qam

14

15

251000000

-5.7

38

256 qam

15

16

259000000

-5.7

38

256 qam

16

17

267000000

-5.5

38

256 qam

17

18

275000000

-6.2

38

256 qam

18

19

283000000

-5.5

38

256 qam

19

20

291000000

-6.2

38

256 qam

20

21

299000000

-5.2

38

256 qam

21

22

307000000

-5.5

38

256 qam

22

23

315000000

-5

38

256 qam

23

24

323000000

-6.2

38

256 qam

24



Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

36198

0

2

Locked

38.6

146193

1921496

3

Locked

38.9

370559

1532231

4

Locked

38.6

214414

1901292

5

Locked

38.9

156221

1922359

6

Locked

38.6

93337

1035298

7

Locked

38.6

160892

1519427

8

Locked

38.6

398274

1164610

9

Locked

38.6

3765

0

10

Locked

38.6

383

0

11

Locked

38.6

3866

0

12

Locked

38.9

9683

0

13

Locked

38.9

52563

0

14

Locked

38.9

87355

0

15

Locked

38.9

241183

0

16

Locked

38.6

234478

1

17

Locked

38.6

195037

0

18

Locked

38.6

148281

0

19

Locked

38.9

29543

0

20

Locked

38.6

13056

0

21

Locked

38.6

120

0

22

Locked

38.9

6

0

23

Locked

38.9

0

0

24

Locked

38.9

0

0

 

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299974

50.3

5120

64 qam

1

2

39399957

48.3

5120

64 qam

4

3

46199988

47.8

5120

64 qam

3

4

53699971

50.3

5120

64 qam

2



Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

 

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

34ncxv9873254k;fg87dsfd;k



Primary Downstream Service Flow

SFID

5643

Max Traffic Rate

402500089

Max Traffic Burst

42600

Min Traffic Rate

0



Primary Upstream Service Flow

SFID

5644

Max Traffic Rate

38500089

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

42600

Scheduling Type

BestEffort

 

 

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Adduxi
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Helpful Answer

Re: Slow Speed

Both your Downstream and Upstream power levels are near the limits of acceptable values, and some of the channels have noise ingress, as shown by the PostRS errors.  You will need an engineer to rectify these issues.

The Downstream levels should be between -6 to +10 and Upstream between 34 and 51 by the way.  

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Gemmapb
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Re: Slow Speed

Thank you.

I'm guessing it's been something with the building works near-by.

I will try and phone up unless it would be better to for one of the VM staff here to sort out.

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Paulina_Z
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Re: Slow Speed

Hi @Gemmapb,

 

Welcome back to our Community Forums! Thank you for your post, and I'm sorry to hear that you're experiencing some ongoing issues with your speeds! I can understand that this can be very frustrating.

 

I was able to locate your account and see that your upstream and downstream power levels are out of spec and we will need a technician to come over to resolve this problem for you.

 

In order to have this actioned, I will need to confirm some details with you over Private Message. Please keep an eye our for a Purple envelope at the top right corner of your forum page. I will be in touch soon.

 

Thank you, 

Paulina_Z
Forum Team



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Paulina_Z
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Re: Slow Speed

Hi @Gemmapb,

 

Thank you for responding to my Private Message and confirming your details! 

 

I was able to book in a technician appointment for an engineer to take a look at your power levels in more details. I have confirmed the appointment information in a Private Message.

 

You can also manage your appointment via your online account if needed.

 

Please keep us updated and let us know how your visit goes! 🙂

 

Thank you! 

Paulina_Z
Forum Team



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Gemmapb
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Re: Slow Speed

Screenshot_20210911-180846_Speedtest.jpg

All sorted.  Turns out it was a corroded splitter under our floor.

 

Big thanks to your engineer Tam for trying everything else to make it better before we finally had to lift the flooring.

Thank you for your help.

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Jodi_S
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Re: Slow Speed

Thanks for the update Gemmapb,

 

Glad to hear the engineer tried his best to help resolve this before you had to take up your floor. This would have been a last resort for you, and we are sorry this had to happen.

 

We will give your praise to the technician Tam for you, and pass this on to his manager also.

 

If you need any further assistance please come back to us through this channel.

 

Kind regards Jodi. 

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