Menu
Reply
  • 2
  • 0
  • 0
johnnygogo
Joining in
385 Views
Message 1 of 6
Flag for a moderator

Slow Speeds and Packet Loss

Hi,

I'm having trouble with my VIVID100 connection. We have experienced slow speeds for a number of months (max of about 50Mbps - usually around 30Mbps). 

Over the past couple of weeks, the connection has stopped working altogether frequently. I usually notice this when the Amazon Echo can't connect to the internet. Rebooting the SuperHub usually resolves, this, but I am having to reboot a couple of times a day.

The call centre tell me there is nothing wrong, but looking at Think Broadband Quality Monitor, I can see there is a high level of packet loss, particularly over the last few weeks. Here are the graphs from the last 3 days:

 

My Broadband Ping - Virgin Media

My Broadband Ping - Virgin Media

My Broadband Ping - Virgin Media

  Can anyone help?

 Thanks,

0 Kudos
Reply
  • 69
  • 0
  • 5
Jay429
On our wavelength
336 Views
Message 2 of 6
Flag for a moderator

Re: Slow Speeds and Packet Loss

Have same issue, Virgin Media customer support are awful.. Not sure how to resolve this just want to cancel and move to BT. Fed up of all this 😞
Take one look at Virgin medias trust pilot review says it all.
0 Kudos
Reply
  • 1
  • 0
  • 0
jmatt
Just joined
330 Views
Message 3 of 6
Flag for a moderator

Re: Slow Speeds and Packet Loss

Bandwidth has been 70 - 100 mb/s up until 2 days ago.

Last two days can get no better than 2 mb/s.

VM say everything checks out fine.

There are no reasonable ways to contact VirginMedia.

Even to leave!

0 Kudos
Reply
  • 8.64K
  • 886
  • 1.34K
jbrennand
Alessandro Volta
320 Views
Message 4 of 6
Flag for a moderator

Re: Slow Speeds and Packet Loss

Try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" then “technical issues” – (They are open Monday – Friday, 8am - 8pm and on Saturday from 8am - 6pm. – [08.01 is best!]) you have a better chance of getting a UK call centre (it could still be a 30’+ wait though) who will be more understanding and helpful. Tell them you are thinking of leaving for Sky/BT because of these problems - and they will try and sort it for you (as it’s their job to keep customers) or give you best info on the problem - or help you leave.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
Highlighted
  • 10.32K
  • 281
  • 591
Forum Team (Retired) Emma_E
Forum Team (Retired)
262 Views
Message 5 of 6
Flag for a moderator

Re: Slow Speeds and Packet Loss

Hi johnnygogo,

Thanks for getting in touch. I am sorry to see you have had trouble with your connection.
 
I have taken a look and things seem to be ok from this side. It may help to try the following so we can rule some things out:

Pop the hub into Modem Mode with the computer in Safe Mode with Networking at different times of the day.

Try on separate devices.

Check Ethernet cable. Make sure it is new / up to date. (Cat 5e or above).

Make sure device is capable of agreed speed.

Check wireless card slide.

Take care. 

 Emma


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 2
  • 0
  • 0
johnnygogo
Joining in
243 Views
Message 6 of 6
Flag for a moderator

Re: Slow Speeds and Packet Loss

Hi Emma_E,

I've tried all those things on the advice of the call centre, and the fact that the issue is on both wireless and wired, and the Quality Monitor is detecting packet loss would suggest that this isn't an issue with one of my devices or cables.

Looking at the network log on my router, i can see the following:

Time

Priority

Description

2019-01-11 09:10:28.00

critical

No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

2019-01-11 09:10:28.00

Warning!

RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

2019-01-11 09:10:30.00

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

2019-01-11 09:10:30.00

Warning!

RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

2019-01-11 09:10:31.00

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

These times coincide when when I had connection issues this morning. Could this help identify the problem?

Also, below is the information from the router status screen:

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

298750000

Locked

Ranged Upstream Channel (Hz)

25800000

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

298750000

3.7

38

256 qam

21

2

322750000

2.9

38

256 qam

24

3

314750000

3

38

256 qam

23

4

306750000

3.4

38

256 qam

22

5

290750000

3.2

38

256 qam

20

6

282750000

3.2

38

256 qam

19

7

274750000

3.2

38

256 qam

18

8

266750000

3

38

256 qam

17

9

258750000

3

38

256 qam

16

10

250750000

4

38

256 qam

15

11

242750000

4.9

38

256 qam

14

12

234750000

5

38

256 qam

13

13

226750000

4.9

38

256 qam

12

14

218750000

5

38

256 qam

11

15

210750000

5.4

38

256 qam

10

16

202750000

5.9

38

256 qam

9

17

194750000

6.5

40

256 qam

8

18

186750000

6.9

38

256 qam

7

19

178750000

6.5

38

256 qam

6

20

170750000

6.8

40

256 qam

5

21

162750000

6.6

40

256 qam

4

22

154750000

6.8

40

256 qam

3

23

146750000

7.5

38

256 qam

2

24

138750000

7.4

40

256 qam

1

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

25800000

45.8

5120

64 qam

8

2

46200000

46.3

5120

64 qam

5

3

32600000

46

5120

64 qam

7

4

39400000

46

5120

64 qam

6

 

Thanks,

0 Kudos
Reply