Slow broadband and Bad Service

[Jacob977]

My broadband has been really good in the past with speeds over the average 350Mbps, however for the last year it has been getting worse, now the best I can achieve while connected to the Router with a Cat6e cable is around 100Mbps.and the Wi-Fi is obviously worse....

I have called the Virgin helpline a few weeks ago and they said that they were aware of an issue in my area and to call back in a week if the issue continues, the issue did not get resolved so I called Virgin back and the guy who answered the phone after waiting me for over 1hr didn't have a clue at all. He said at the end of a painful script that the issue was my home network setup, which is nonsense. 

Since I have tried to use the online chat help and again the person on the other end took all my details, then said they were checking and then never came back to me, I still have the box open. I reckon it was a bot and not a real person. 

I then submitted two complaints and haven't heard anything since.

I'm now currently on hold with the Virgin Media help line to try and get someone who can do something.

If Virgin can no longer provide me the service that I'm paying for the don't charge me for it.

I have attached a speed test report for information.  

TEST_DATE	TIME_ZONE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS	LATENCY_MS	SERVER_NAME	DISTANCE_MILES	CONNECTION_MODE	SERVER_COUNT
11/27/2020 9:54	GMT	101.33	36.82	9	Birmingham	0	multi	4
11/26/2020 12:13	GMT	0.63	2.81	57	Leek	50	multi	4
11/25/2020 17:11	GMT	0.77	1.17	25	Gloucester	50	multi	4
11/25/2020 17:03	GMT	0.66	0.14	388	Wolverhampton	0	multi	4
11/25/2020 16:52	GMT	122.08	36.29	14	Leicester	50	multi	4
11/25/2020 16:50	GMT	100.49	36.39	12	Birmingham	0	multi	4
11/25/2020 16:44	GMT	0.39	0.04	99	Gloucester	50	multi	3

Just feel like cancelling my Virgin Contract and feel they have broken their end of the agreement. 

[Jacob977]

Hi, I called the help desk today and the guy who answered seemed better and more clued up, he has arranged for a new Hub to be sent to me. I hope that it resolves the issue, if it doesn't I will let you all know,

thanks! 

[Corey_C]

Thanks, Jacob977. Do keep us posted.

[MikeRobbo]

---

@Jacob977 wrote:

Hi, I called the help desk today and the guy who answered seemed better and more clued up, he has arranged for a new Hub to be sent to me. I hope that it resolves the issue, if it doesn't I will let you all know,

thanks! 

---

I feel that you would be better off with an engineer visit, if the replacement Hub has power level problems it will put you back another week waiting for an engineer.

[Jacob977]

Hi, The new router/hub arrived this morning which was very quick, the speed has slightly improved but it still isn't as fast as it was when I first subscribed to the M350 product.

Here are the speed test results, the really strange thing is that the Wireless connection is faster than the wired!

	TEST_DATE	TIME_ZONE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS	LATENCY_MS	SERVER_NAME	DISTANCE_MILES	CONNECTION_MODE	SERVER_COUNT
Wireless ->	11/28/2020 12:10	GMT	221.12	36.16	11	Birmingham	0	multi	4
Wired ->	11/28/2020 12:08	GMT	165.93	35.95	10	Birmingham	0	multi	4

[Jacob977]

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	32600009	Locked
Provisioning State	Online

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	10.6	38	256 qam	25
2	267000000	9.6	38	256 qam	17
3	275000000	9.5	38	256 qam	18
4	283000000	10	38	256 qam	19
5	291000000	10.3	38	256 qam	20
6	299000000	10.9	38	256 qam	21
7	307000000	11	38	256 qam	22
8	315000000	10.8	38	256 qam	23
9	323000000	10.5	38	256 qam	24
10	339000000	10.3	38	256 qam	26
11	347000000	10.4	38	256 qam	27
12	355000000	10	38	256 qam	28
13	363000000	10	38	256 qam	29
14	371000000	9.5	38	256 qam	30
15	379000000	9.3	38	256 qam	31
16	387000000	9.1	38	256 qam	32
17	395000000	9.3	40	256 qam	33
18	403000000	9.3	38	256 qam	34
19	411000000	9.3	38	256 qam	35
20	419000000	9.3	38	256 qam	36
21	427000000	9.5	40	256 qam	37
22	435000000	9.5	38	256 qam	38
23	443000000	9.6	38	256 qam	39
24	451000000	9.5	38	256 qam	40

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	5	0
2	Locked	38.6	0	0
3	Locked	38.6	4	0
4	Locked	38.9	5	0
5	Locked	38.9	5	0
6	Locked	38.6	6	0
7	Locked	38.9	6	0
8	Locked	38.6	4	0
9	Locked	38.9	7	0
10	Locked	38.9	6	0
11	Locked	38.9	6	0
12	Locked	38.9	6	0
13	Locked	38.9	4	0
14	Locked	38.9	5	0
15	Locked	38.9	4	0
16	Locked	38.9	20	0
17	Locked	40.3	6	0
18	Locked	38.9	5	0
19	Locked	38.9	4	0
20	Locked	38.9	0	0
21	Locked	40.3	5	0
22	Locked	38.9	17	0
23	Locked	38.9	6	0
24	Locked	38.9	0	0

[Jacob977]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32600009	39.5	5120	64 qam	5
2	39399947	39.5	5120	64 qam	4
3	46200026	39.5	5120	64 qam	3
4	53699969	39.5	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	ca69834ncxv9873254k;fg87d

Primary Downstream Service Flow

SFID	18061
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	18060
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time	Priority	Description
01/01/1970 00:11:0	Error	ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:46	Error	ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:22	Error	ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:52	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:14	Error	ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:0	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:49	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 00:38:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 20:07:42	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 20:07:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 02:38:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 08:07:42	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 08:07:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 21:45:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 14:53:36	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 14:53:36	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 06:47:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Anonymous]

---

@Jacob977 wrote:

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	32600009	39.5	5120	64 qam	5
2	39399947	39.5	5120	64 qam	4
3	46200026	39.5	5120	64 qam	3
4	53699969	39.5	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	ca69834ncxv9873254k;fg87d

Primary Downstream Service Flow

SFID	18061
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	18060
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

Network Log

Time	Priority	Description
01/01/1970 00:11:0	Error	ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:16	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:46	Error	ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:22	Error	ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:52	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:14	Error	ToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:0	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:49	notice	Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:22	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 00:38:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 20:07:42	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 20:07:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 02:38:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 08:07:42	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 08:07:42	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 21:45:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 14:53:36	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 14:53:36	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 06:47:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

---

Power levels are still out of spec, as most people on here would expect!

[MikeRobbo]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	10.6	38	256 qam	25
2	267000000	9.6	38	256 qam	17
3	275000000	9.5	38	256 qam	18
4	283000000	10	38	256 qam	19
5	291000000	10.3	38	256 qam	20
6	299000000	10.9	38	256 qam	21
7	307000000	11	38	256 qam	22
8	315000000	10.8	38	256 qam	23
9	323000000	10.5	38	256 qam	24
10	339000000	10.3	38	256 qam	26
11	347000000	10.4	38	256 qam	27
12	355000000	10	38	256 qam	28
13	363000000	10	38	256 qam	29
14	371000000	9.5	38	256 qam	30
15	379000000	9.3	38	256 qam	31
16	387000000	9.1	38	256 qam	32
17	395000000	9.3	40	256 qam	33
18	403000000	9.3	38	256 qam	34
19	411000000	9.3	38	256 qam	35
20	419000000	9.3	38	256 qam	36
21	427000000	9.5	40	256 qam	37
22	435000000	9.5	38	256 qam	38
23	443000000	9.6	38	256 qam	39
24	451000000	9.5	38	256 qam	40

Several of your Downstream Power Levels are too high, and the others are knocking on the door.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 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'.

[Jacob977]

Hi all, quick update, the engineer came to my house on Friday and moved my connection around in the street cabinet, and also replaced my internal cables, however the issue has not been resolved. The Engineer has said that the cable between the street cabinet and my house might have been damaged. 

The Engineer said that he was going to arrange for it to be re-pulled, I haven't heard anything more but that was only on Friday, hopefully it will happened before Christmas.

[Jacob977]

Hi all, quick update. I waited a few week for  an engineer who turned up and installed a new wire from box to house as it was suspected to be damaged.

However things are now even worse, I have shown router details below!

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	331000000	Locked
Ranged Upstream Channel (Hz)	32600000	Locked
Provisioning State	Online

Downstream bonded channels 

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	14.8	38	256 qam	25
2	267000000	13.8	38	256 qam	17
3	275000000	13.8	38	256 qam	18
4	283000000	14.1	38	256 qam	19
5	291000000	14.5	38	256 qam	20
6	299000000	15.1	38	256 qam	21
7	307000000	15.5	38	256 qam	22
8	315000000	15	38	256 qam	23
9	323000000	14.8	38	256 qam	24
10	339000000	14.3	38	256 qam	26
11	347000000	14.5	38	256 qam	27
12	355000000	14.1	38	256 qam	28
13	363000000	13.9	38	256 qam	29
14	371000000	13.5	38	256 qam	30
15	379000000	13.5	38	256 qam	31
16	387000000	13.4	38	256 qam	32
17	395000000	13.3	38	256 qam	33
18	403000000	13.3	38	256 qam	34
19	411000000	13.4	38	256 qam	35
20	419000000	13.5	38	256 qam	36
21	427000000	13.6	38	256 qam	37
22	435000000	13.6	38	256 qam	38
23	443000000	13.8	38	256 qam	39
24	451000000	13.6	38	256 qam	40

Continued.....