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soloviov
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Slow and intermittent broadband

My circumstances: I'm BR3 3HS, moved to a new house 2 weeks ago and took my Virgin broadband with me from BR3 5HL. Had the same symptoms at the old address and really hoped the location and re-connection would have solved it but it hasn't. The household is two adults and 2 little kids. I work from home using video calls a lot, this can sometimes happen alongside video streaming by my mrs but I get symptoms even when I use it alone. Kids are small and their heaviest use ever is YouTube videos. No gaming at all. All usage is over wifi.

Symptoms: (1) Advertised speed is up to 100 Mb. Tests only ever show 9-13 Mb. I ran multiple tests, including the recommended SpeedTest.net (this one showed 13-19 Mb depending on device). Tests ran on wifi as I have no ethernet devices or cables. (2) When I'm on video calls I'm often the one struggling with lag and signal stability - both inward and outward. (3) Connection drops from time to time and it takes minutes to wait for it to restore. When that happens the network itself disappears. When it appears again it sometimes struggles to connect right away, even when actively attempted.

My question: Why does the actual speed differ from the advertised one by an order of magnitude? How can Virgin Media fix this for me? Not interest in generic references to common reason. I am happy to help diagnose the issue but I need someone to pay attention to this case please.

soloviov
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Re: Slow and intermittent broadband

Including technical detail as requested.

Network Log

Time Priority Description

14/12/2020 08:29:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 08:27:57Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2020 20:02:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 23:58:23noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 23:58:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 11:58:23noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 11:58:23ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 11:28:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2020 00:05:27noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/12/2020 00:05:27ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 20:53:8ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 20:51:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 11:04:25ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 11:02:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:26:2ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:26:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:23ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 03:55:56Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 03:55:42Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 03:55:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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soloviov
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Re: Slow and intermittent broadband

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
14027500008.340256 qam30
2202750000640256 qam9
3210750000638256 qam10
42187500006.140256 qam11
5226750000638256 qam12
62347500005.938256 qam13
7242750000640256 qam14
82507500006.340256 qam15
9258750000638256 qam16
102667500006.538256 qam17
112747500006.640256 qam18
122827500006.840256 qam19
132907500006.940256 qam20
142987500007.338256 qam21
15306750000740256 qam22
16314750000740256 qam23
173227500007.440256 qam24
183307500007.540256 qam25
19370750000840256 qam26
203787500008.540256 qam27
213867500008.340256 qam28
22394750000840256 qam29
234107500008.440256 qam31
24418750000840256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.3100
2Locked40.9130
3Locked38.9220
4Locked40.3140
5Locked38.9110
6Locked38.980
7Locked40.3140
8Locked40.3130
9Locked38.970
10Locked38.9120
11Locked40.9130
12Locked40.380
13Locked40.380
14Locked38.980
15Locked40.3110
16Locked40.3100
17Locked40.3130
18Locked40.340
19Locked40.360
20Locked40.9100
21Locked40.3110
22Locked40.3120
23Locked40.3130
24Locked40.3130

 

Upstream bonded channels

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

15369992546.3512064 qam1
23259999846.3512064 qam4
33940004146.3512064 qam3
44620000046.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0010

 

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soloviov
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Message 4 of 8
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Re: Slow and intermittent broadband

I just received an email notification that someone has replied to this thread. No reply here though. Does anyone attend to these at all?

I've been making speed tests with Virgin-recommended test provider and they clear show that the speed I'm paying for is consistently unavailable at the time I need it most. I think by now the whole world has adapted to working from home but I'm beginning to think that Virgin algorithms just throttle traffic based on the old assumptions that households are empty during business hours. They aren't: lots of people rely in Internet during these hours more than ever before.

It's been a week. I'll give it until after the holidays to see if a response comes. Will be escalating to Ofcom after that.

IMG_8F6575D38C4A-1.jpeg

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MikeRobbo
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Alessandro Volta
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Message 5 of 8
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Re: Slow and intermittent broadband

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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soloviov
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Re: Slow and intermittent broadband

My BQM 

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soloviov
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Message 7 of 8
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Re: Slow and intermittent broadband

So, two more weeks later no response, even with monitoring data available. Are there any VM reps here at all? If I have unreasonable expectations I'd appreciate someone experienced pointing this out to me.

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MikeRobbo
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Alessandro Volta
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Message 8 of 8
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Re: Slow and intermittent broadband

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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