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Calem_Fifield
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Message 1 of 17
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Slow Speeds on 500Mbps Plan

First of all, this is a recurring issue with Virgin Customer Service.

I have been on chat for 3.5 hours and been disconnected twice today via the phone after being on hold for 58Min and 57 Min, the call was answered then immediately hung upon.

Last year I had 50-60 dropouts a day, and after 4 months of complaining, it was finally repaired.

I have as of yesterday been upgraded to a 500 plan, and my speeds haven't gone above 100Mbps.

I have performed restarts, service tests and nothing has changed, and before its asked, yes it was over ethernet.

Can I please have assistance resolving this.

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Anonymous
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Message 2 of 17
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Re: Slow Speeds on 500Mbps Plan


@Calem_Fifield wrote:

First of all, this is a recurring issue with Virgin Customer Service.

I have been on chat for 3.5 hours and been disconnected twice today via the phone after being on hold for 58Min and 57 Min, the call was answered then immediately hung upon.

Last year I had 50-60 dropouts a day, and after 4 months of complaining, it was finally repaired.

I have as of yesterday been upgraded to a 500 plan, and my speeds haven't gone above 100Mbps.

I have performed restarts, service tests and nothing has changed, and before its asked, yes it was over ethernet.

Can I please have assistance resolving this.


Upgraded from which service?

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Calem_Fifield
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Message 3 of 17
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Re: Slow Speeds on 500Mbps Plan

Hi Carl,

I went from a  350Mbps service to a 500Mbps service when complained new customers were getting a price almost £70 cheaper than what I was paying per month.

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Anonymous
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Message 4 of 17
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Re: Slow Speeds on 500Mbps Plan


@Calem_Fifield wrote:

Hi Carl,

I went from a  350Mbps service to a 500Mbps service when complained new customers were getting a price almost £70 cheaper than what I was paying per month.


Could you access the HUB and check the 'Connected Devices' section to ensure your wired device is showing as '1000Mbps'.

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Calem_Fifield
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Message 5 of 17
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Re: Slow Speeds on 500Mbps Plan

Hi Carl,

Yes, it indeed shows 1000Mbps

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Calem_Fifield
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Message 6 of 17
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Re: Slow Speeds on 500Mbps Plan

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Anonymous
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Message 7 of 17
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Re: Slow Speeds on 500Mbps Plan


@Calem_Fifield wrote:

Hi Carl,

Yes, it indeed shows 1000Mbps


Ok, always worth checking to save wasting hours figuring out the obvious!

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

EDIT: Already done the below I see!

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

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Calem_Fifield
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Message 8 of 17
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Re: Slow Speeds on 500Mbps Plan

Hi Carl,

Hade to past it into notepad, wouldn't accept the copy and paste from the log

Network Log
Time Priority Description
09/01/2021 15:14:11 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 15:14:2 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 14:20:11 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 14:20:1 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 04:04:0 notice SW download Successful - Via NMS
06/01/2021 04:01:16 notice SW Download INIT - Via NMS
05/01/2021 12:03:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 03:38:21 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 01:10:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 15:38:21 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 01:28:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 14:04:46 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 10:56:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 23:57:56 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/12/2020 23:57:47 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2020 04:12:0 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2020 19:38:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Anonymous
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Message 9 of 17
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Re: Slow Speeds on 500Mbps Plan

We need the other tab data to see if there are problems with power levels, etc. The one you posted is just the network log (If you click post twice it should work).

Looking at your BQM it does appear you have an issue.

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Calem_Fifield
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Message 10 of 17
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Re: Slow Speeds on 500Mbps Plan

Downstream bonded channels

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

12030000008.640256 qam9
22110000008.440256 qam10
3219000000840256 qam11
42270000007.538256 qam12
52350000007.538256 qam13
62430000007.438256 qam14
72510000007.540256 qam15
82590000007.540256 qam16
9267000000838256 qam17
102750000008.138256 qam18
112830000008.540256 qam19
122910000008.540256 qam20
13299000000938256 qam21
143070000009.140256 qam22
153150000009.440256 qam23
163230000009.540256 qam24
173310000009.840256 qam25
18371000000940256 qam26
19379000000940256 qam27
20387000000940256 qam28
213950000008.840256 qam29
22403000000940256 qam30
23411000000940256 qam31
244190000008.940256 qam32



Downstream bonded channels

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

1Locked40.360
2Locked40.350
3Locked40.340
4Locked38.980
5Locked38.940
6Locked38.960
7Locked40.9130
8Locked40.310
9Locked38.980
10Locked38.950
11Locked40.360
12Locked40.950
13Locked38.950
14Locked40.3180
15Locked40.3170
16Locked40.350
17Locked40.310
18Locked40.300
19Locked40.380
20Locked40.360
21Locked40.350
22Locked40.940
23Locked40.950
24Locked40.370
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