Virgin Media Community

[joshakjohn]

Hi,

We've been experiencing slower speeds than our package for quite some time now - we're averaging around 180Mbps despite having 650Mbps BB.

I would love some help as the call center team don't seem to be very interested and just go to the good old speil of "turn it off, back on and wait" - all tests run come back as "normal". 🙄

I'm sure there may be similiar comments here so to confirm, I've tried the following:

1. Turn router off and on (multiple times over multiple days)
2. Reset router to factory settings
3. Ensured the lovely white coax is securely connected (at both ends of course)
4. Ran numerous speed tests at different times and days (all tests run via ethernet)

For my testing I used testmy.net which has a lovely feature that automatically tests your speed at set intervals (for me I set to hourly for 24 hours) which gave the following results:

Minimum☨117.01 Mbps : 38.04 Mbps

Average☨ 189.3 Mbps : 40.38 Mbps

Maximum☨236.76 Mbps : 41.1 Mbps

[joshakjohn]

Date format: D M d Y @ g:i:s a	Type	Test Size	Score Mbps	Score MB/s	ISP / Host	Extra Identifier	Test ID
Wed Jun 09 2021 @ 10:53:42 pm	DN	119 MB	176.45	22.06	virgin_media	65----port_talbot-nt	nxRKRXUsc
Wed Jun 09 2021 @ 9:53:39 pm	DN	114 MB	197.04	24.63	virgin_media	65----port_talbot-nt	EUvZWc1ra
Wed Jun 09 2021 @ 8:53:47 pm	DN	200 MB	204.83	25.6	virgin_media	65----port_talbot-nt	MUfHXwe4h
Wed Jun 09 2021 @ 7:53:45 pm	DN	200 MB	236.76	29.59	virgin_media	65----port_talbot-nt	~Nq9eJVWm
Wed Jun 09 2021 @ 6:53:36 pm	DN	119 MB	176.75	22.09	virgin_media	65----port_talbot-nt	zrgDOJiJX
Wed Jun 09 2021 @ 5:53:47 pm	DN	200 MB	164.69	20.59	virgin_media	65----port_talbot-nt	YeomvlQDA
Wed Jun 09 2021 @ 4:53:35 pm	DN	118 MB	117.01	14.63	virgin_media	65----port_talbot-nt	PgsLe_yqv
Wed Jun 09 2021 @ 3:53:43 pm	DN	200 MB	214.98	26.87	virgin_media	65----port_talbot-nt	JiXBjEfzE
Wed Jun 09 2021 @ 2:53:29 pm	DN	107 MB	182.96	22.87	virgin_media	65----port_talbot-nt	FVxgbPx3F
Wed Jun 09 2021 @ 1:53:39 pm	DN	200 MB	212.05	26.51	virgin_media	65----port_talbot-nt	Ufo3eD~4L
Wed Jun 09 2021 @ 12:53:26 pm	DN	117 MB	193.58	24.2	virgin_media	65----port_talbot-nt	cntXaeGe9
Wed Jun 09 2021 @ 11:53:25 am	DN	113 MB	194.54	24.32	virgin_media	65----port_talbot-nt	r3Ai7ESnx
Wed Jun 09 2021 @ 10:53:24 am	DN	109 MB	161.58	20.2	virgin_media	65----port_talbot-nt	zgMHcNZHp
Wed Jun 09 2021 @ 9:53:35 am	DN	200 MB	201.36	25.17	virgin_media	65----port_talbot-nt	L7hjEwt3S
Wed Jun 09 2021 @ 8:53:31 am	DN	200 MB	246.2	30.78	virgin_media	65----port_talbot-nt	XeejDcMdC
Wed Jun 09 2021 @ 7:53:21 am	DN	114 MB	191.35	23.92	virgin_media	65----port_talbot-nt	5q60Vsoyw
Wed Jun 09 2021 @ 6:53:20 am	DN	114 MB	186.65	23.33	virgin_media	65----port_talbot-nt	6KSVG7PQT
Wed Jun 09 2021 @ 5:53:19 am	DN	105 MB	169.22	21.15	virgin_media	65----port_talbot-nt	Q3cEJyy3r
Wed Jun 09 2021 @ 4:53:18 am	DN	120 MB	190.18	23.77	virgin_media	65----port_talbot-nt	~LNgWa~Om
Wed Jun 09 2021 @ 3:53:31 am	DN	200 MB	161.06	20.13	virgin_media	65----port_talbot-nt	6BH2OQW9t
Wed Jun 09 2021 @ 2:53:25 am	DN	200 MB	190.38	23.8	virgin_media	65----port_talbot-nt	TM9prHYRt
Wed Jun 09 2021 @ 1:53:24 am	DN	200 MB	181.6	22.7	virgin_media	65----port_talbot-nt	FUS3cLI5P
Wed Jun 09 2021 @ 12:53:13 am	DN	113 MB	141.52	17.69	virgin_media	65----port_talbot-nt	Xk9QjUMNR
Tue Jun 08 2021 @ 11:53:09 pm	DN	120 MB	171.53	21.44	virgin_media	65----port_talbot-nt	1MweYhS34
Tue Jun 08 2021 @ 11:44:01 pm	DN	200 MB	194.01	24.25	virgin_media	65----port_talbot-nt	F0kxZ3mtF
Tue Jun 08 2021 @ 11:14:01 pm	DN	200 MB	231.63	28.95	virgin_media	65----port_talbot-nt	hiqzHLGa9

Also did a few tests with SpeedTest to confirm the above results

IP_ADDRESS	TEST_DATE	TIME_ZONE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS	LATENCY_MS	SERVER_NAME	DISTANCE_MILES	CONNECTION_MODE	SERVER_COUNT
86.10.XXX.XX	06/10/2021 00:06	GMT	320.8	42.53	15	Stone	100	multi	4
86.10.XXX.XX	06/06/2021 21:53	GMT	217.65	42.4	14	Stone	100	multi	4
86.10.XXX.XX	06/04/2021 12:51	GMT	192.2	34.72	14	Stone	100	multi	4
86.10.XXX.XX	06/03/2021 23:13	GMT	299.43	28.39	14	Shrewsbury	100	multi	4
86.10.XXX.XX	06/01/2021 08:01	GMT	315.87	42.41	15	Shrewsbury	100	multi	4

[joshakjohn]

Downstream bonded channels

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

1	227000000	6.9	38	256 qam	12
2	203000000	7.5	38	256 qam	9
3	211000000	7.4	38	256 qam	10
4	219000000	7	38	256 qam	11
5	235000000	6.8	38	256 qam	13
6	243000000	6.6	38	256 qam	14
7	251000000	7	38	256 qam	15
8	259000000	7.1	38	256 qam	16
9	267000000	7.3	38	256 qam	17
10	275000000	7.3	38	256 qam	18
11	283000000	7.3	38	256 qam	19
12	291000000	7.1	38	256 qam	20
13	299000000	7.3	38	256 qam	21
14	307000000	7.1	38	256 qam	22
15	315000000	7.1	38	256 qam	23
16	323000000	7	38	256 qam	24
17	331000000	7	38	256 qam	25
18	371000000	5.9	38	256 qam	26
19	379000000	5.9	38	256 qam	27
20	387000000	5.9	38	256 qam	28
21	395000000	6.1	38	256 qam	29
22	403000000	6.3	38	256 qam	30
23	411000000	6.4	38	256 qam	31
24	419000000	6.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	270	0
2	Locked	38.9	170	0
3	Locked	38.9	245	0
4	Locked	38.9	206	0
5	Locked	38.9	230	0
6	Locked	38.9	199	0
7	Locked	38.9	182	0
8	Locked	38.9	184	0
9	Locked	38.9	180	0
10	Locked	38.6	255	0
11	Locked	38.9	340	0
12	Locked	38.9	332	0
13	Locked	38.9	321	0
14	Locked	38.6	379	0
15	Locked	38.9	397	0
16	Locked	38.9	545	0
17	Locked	38.9	519	0
18	Locked	38.9	871	0
19	Locked	38.6	1154	0
20	Locked	38.6	1471	105
21	Locked	38.6	1231	0
22	Locked	38.6	1353	0
23	Locked	38.9	1315	0
24	Locked	38.9	1448	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53700047	42.8	5120	64 qam	2
2	46199980	41.8	5120	64 qam	3
3	39400049	41.3	5120	64 qam	4
4	60300000	43	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	3	0

[joshakjohn]

Anyone from VM able to help here...? Ran another 45 tests every hour and boom still the same

Date format: D M d Y @ g:i:s a	Type	Score Mbps	Score MB/s	Username	ISP / Host
Fri Jun 11 2021 @ 9:38:50 pm	DN	180.58	22.57		virgin_media
Fri Jun 11 2021 @ 8:38:49 pm	DN	191.71	23.96		virgin_media
Fri Jun 11 2021 @ 7:38:47 pm	DN	163.94	20.49		virgin_media
Fri Jun 11 2021 @ 6:38:45 pm	DN	173.52	21.69		virgin_media
Fri Jun 11 2021 @ 5:14:14 pm	DN	168.8	21.1		virgin_media
Fri Jun 11 2021 @ 4:14:15 pm	DN	140.32	17.54		virgin_media
Fri Jun 11 2021 @ 3:14:17 pm	DN	243.03	30.38		virgin_media
Fri Jun 11 2021 @ 2:14:15 pm	DN	229.98	28.75		virgin_media
Fri Jun 11 2021 @ 1:14:06 pm	DN	189	23.63		virgin_media
Fri Jun 11 2021 @ 12:14:13 pm	DN	184.6	23.07		virgin_media
Fri Jun 11 2021 @ 11:14:10 am	DN	189.58	23.7		virgin_media
Fri Jun 11 2021 @ 10:14:02 am	DN	150.81	18.85		virgin_media
Fri Jun 11 2021 @ 9:14:07 am	DN	214.08	26.76		virgin_media
Fri Jun 11 2021 @ 8:14:00 am	DN	183.9	22.99		virgin_media
Fri Jun 11 2021 @ 7:13:56 am	DN	180.9	22.61		virgin_media
Fri Jun 11 2021 @ 6:13:54 am	DN	187.05	23.38		virgin_media
Fri Jun 11 2021 @ 5:13:53 am	DN	198.64	24.83		virgin_media
Fri Jun 11 2021 @ 4:13:53 am	DN	161.29	20.16		virgin_media
Fri Jun 11 2021 @ 3:13:51 am	DN	158.04	19.76		virgin_media
Fri Jun 11 2021 @ 2:13:49 am	DN	185.76	23.22		virgin_media
Fri Jun 11 2021 @ 1:13:55 am	DN	204.33	25.54		virgin_media
Fri Jun 11 2021 @ 12:13:46 am	DN	167.67	20.96		virgin_media
Thu Jun 10 2021 @ 11:13:53 pm	DN	179.81	22.48		virgin_media
Thu Jun 10 2021 @ 10:13:50 pm	DN	200.21	25.03		virgin_media
Thu Jun 10 2021 @ 9:13:41 pm	DN	186.58	23.32		virgin_media
Thu Jun 10 2021 @ 8:13:48 pm	DN	162.05	20.26		virgin_media
Thu Jun 10 2021 @ 7:13:36 pm	DN	191.94	23.99		virgin_media
Thu Jun 10 2021 @ 6:13:42 pm	DN	218.39	27.3		virgin_media
Thu Jun 10 2021 @ 5:13:47 pm	DN	204.93	25.62		virgin_media
Thu Jun 10 2021 @ 4:13:45 pm	DN	236.96	29.62		virgin_media
Thu Jun 10 2021 @ 3:13:48 pm	DN	146.97	18.37		virgin_media
Thu Jun 10 2021 @ 2:13:31 pm	DN	179.6	22.45		virgin_media
Thu Jun 10 2021 @ 1:13:29 pm	DN	205.46	25.68		virgin_media
Thu Jun 10 2021 @ 12:13:29 pm	DN	161.28	20.16		virgin_media
Thu Jun 10 2021 @ 11:13:38 am	DN	213.48	26.68		virgin_media
Thu Jun 10 2021 @ 10:13:36 am	DN	245.84	30.73		virgin_media
Thu Jun 10 2021 @ 9:13:24 am	DN	186.04	23.26		virgin_media
Thu Jun 10 2021 @ 8:13:25 am	DN	183.88	22.98		virgin_media
Thu Jun 10 2021 @ 7:13:22 am	DN	168.37	21.05		virgin_media
Thu Jun 10 2021 @ 5:15:04 am	DN	245.23	30.65		virgin_media
Thu Jun 10 2021 @ 4:14:54 am	DN	180.77	22.6		virgin_media
Thu Jun 10 2021 @ 3:15:01 am	DN	216.14	27.02		virgin_media
Thu Jun 10 2021 @ 2:15:04 am	DN	160.27	20.03		virgin_media
Thu Jun 10 2021 @ 1:14:48 am	DN	180.78	22.6		virgin_media
Thu Jun 10 2021 @ 12:15:00 am	DN	140.21	17.53		virgin_media
Wed Jun 09 2021 @ 10:53:42 pm	DN	176.45	22.06		virgin_media
Wed Jun 09 2021 @ 9:53:39 pm	DN	197.04	24.63		virgin_media
Wed Jun 09 2021 @ 8:53:47 pm	DN	204.83	25.6		virgin_media
Wed Jun 09 2021 @ 7:53:45 pm	DN	236.76	29.59		virgin_media
Wed Jun 09 2021 @ 6:53:36 pm	DN	176.75	22.09		virgin_media
Wed Jun 09 2021 @ 5:53:47 pm	DN	164.69	20.59		virgin_media
Wed Jun 09 2021 @ 4:53:35 pm	DN	117.01	14.63		virgin_media
Wed Jun 09 2021 @ 3:53:43 pm	DN	214.98	26.87		virgin_media
Wed Jun 09 2021 @ 2:53:29 pm	DN	182.96	22.87		virgin_media
Wed Jun 09 2021 @ 1:53:39 pm	DN	212.05	26.51		virgin_media
Wed Jun 09 2021 @ 12:53:26 pm	DN	193.58	24.2		virgin_media
Wed Jun 09 2021 @ 11:53:25 am	DN	194.54	24.32		virgin_media
Wed Jun 09 2021 @ 10:53:24 am	DN	161.58	20.2		virgin_media
Wed Jun 09 2021 @ 9:53:35 am	DN	201.36	25.17		virgin_media
Wed Jun 09 2021 @ 8:53:31 am	DN	246.2	30.78		virgin_media
Wed Jun 09 2021 @ 7:53:21 am	DN	191.35	23.92		virgin_media
Wed Jun 09 2021 @ 6:53:20 am	DN	186.65	23.33		virgin_media
Wed Jun 09 2021 @ 5:53:19 am	DN	169.22	21.15		virgin_media
Wed Jun 09 2021 @ 4:53:18 am	DN	190.18	23.77		virgin_media
Wed Jun 09 2021 @ 3:53:31 am	DN	161.06	20.13		virgin_media
Wed Jun 09 2021 @ 2:53:25 am	DN	190.38	23.8		virgin_media
Wed Jun 09 2021 @ 1:53:24 am	DN	181.6	22.7		virgin_media
Wed Jun 09 2021 @ 12:53:13 am	DN	141.52	17.69		virgin_media
Tue Jun 08 2021 @ 11:53:09 pm	DN	171.53	21.44		virgin_media
Tue Jun 08 2021 @ 11:44:01 pm	DN	194.01	24.25		virgin_media
Tue Jun 08 2021 @ 11:14:01 pm	DN	231.63	28.95		virgin_media

[conman33158]

Your router stats look fine.

Can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Under your graph you just created Click (Share Live Graph)

Copy the text in the “Direct Link” box and paste it on here

[Katie_WT · Accepted solution]

Morning @joshakjohn

Welcome back to our Community, I was sorry to understand that you're having some speed issues at the moment. We do thank you for posting your logs for us already; have you had chance to create the BQM for us as yet? 

I have also taken a look at your account from here and can see that it's been around 2 weeks since the Hub was rebooted and that you are currently in Modem mode. Have you run the speed tests when in Hub mode - couldn't see you advised that in your first post?

As our user @conman33158 has advised, your stats are looking fine; I have checked the live stats from this end too and they are all within the parameters we would expect for your package and equipment. 

Do let us know how things go in Hub mode if you can. 

Cheers

[joshakjohn]

Well, well well...Katie I can't deny I rolled my eyes when I saw your question asking if I've tried running the tests in Hub mode which is the only thing I didn't try but I followed your suggestion and I was back up to full speed 🤣

Turns out I had QoS turned on in my Asus router which I may have forgotten about so apologies for trying you blame you guys 😘

Thanks for the suggestion because this has been driving me up the wall for weeks!!

[Beth_G]

It's no problem ay all joshakjohn! It's something so simple that it can be missed at times. We're just pleased to hear it's now resolved.

If you need anything else from us, just give us a shout and we'll be happy to help.

Thanks,

Beth

[lotharmat]

#Oops! 😉