Menu
Reply
MIkeJP1
  • 28
  • 1
  • 2
On our wavelength
436 Views
Message 1 of 27
Flag for a moderator

Slow broadband speed

Hi,

New to Virgin media and forum. I’ve joined cause I have immediate issues. Also tried to phone Virgin for support but on hold for over 1 hour and no answer so gave up!  I wonder if anyone can help.

I got Virgin broadband M100 on 1st Nov. It was OK but during November and more recently  it gradually got worse. However, I have also been adding lots of new Smart Home devices to network and now have 50. Yesterday I realised I should be on a faster package and upgraded to M500. Salesperson said it would swap over and the faster speeds would be available from 9pm last night. However I have been constantly checking speed since and the best I am getting is about 45 Mb/s! ,well below 500! and no different to what I was getting on M100. A further issue is that since the supposed update ( not sure if it has been done!) some of my devices now refuse to connect saying the WiFi password is wrong (it isn’t, the other 40 odd devices are connected fine) .... so now speed check is slow AND some devices won’t connect so my attempt to improve things has resulted in things getting worse!

Is it fair to say there is an issue? Despite 50 devices, surely with M500 I should get better downloads than 45Mb/s?

 

Thanks .....

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
434 Views
Message 2 of 27
Flag for a moderator

Re: Slow broadband speed

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MIkeJP1
  • 28
  • 1
  • 2
On our wavelength
421 Views
Message 3 of 27
Flag for a moderator

Re: Slow broadband speed

thanks MikeRobbo - here goes:
Downstream bonded channels

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

12030000004.638256 qam9
22110000004.538256 qam10
32190000004.438256 qam11
4227000000438256 qam12
52350000002.738256 qam13
62430000002.538256 qam14
72510000003.238256 qam15
82590000003.938256 qam16
92670000003.738256 qam17
102750000003.438256 qam18
112830000003.938256 qam19
122910000004.438256 qam20
132990000004.338256 qam21
14307000000438256 qam22
153150000004.838256 qam23
163230000005.338256 qam24
17331000000538256 qam25
183710000003.438256 qam26
193790000003.538256 qam27
203870000003.538256 qam28
213950000003.238256 qam29
224030000003.438256 qam30
234110000003.438256 qam31
244190000003.238256 qam32
0 Kudos
Reply
MIkeJP1
  • 28
  • 1
  • 2
On our wavelength
420 Views
Message 4 of 27
Flag for a moderator

Re: Slow broadband speed

Upstream bonded channels

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

13260000041.3512064 qam10
23940000041.5512064 qam9
34620000042512064 qam8
45370000042.8512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
MIkeJP1
  • 28
  • 1
  • 2
On our wavelength
418 Views
Message 5 of 27
Flag for a moderator

Re: Slow broadband speed

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm



Primary Downstream Service Flow

SFID299046
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID299045
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
0 Kudos
Reply
MIkeJP1
  • 28
  • 1
  • 2
On our wavelength
416 Views
Message 6 of 27
Flag for a moderator

Re: Slow broadband speed

Network Log

Time Priority Description

12/12/2020 19:39:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 17:20:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 23:36:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 23:12:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 23:12:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 23:12:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 23:12:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 23:12:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 21:20:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/12/2020 02:47:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2020 04:01:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/12/2020 01:22:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/12/2020 08:14:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 13:22:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/12/2020 11:50:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 18:30:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/12/2020 03:37:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:00:26ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:50Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
414 Views
Message 7 of 27
Flag for a moderator

Re: Slow broadband speed

Can you post the second table from the Downstream Tab please.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MIkeJP1
  • 28
  • 1
  • 2
On our wavelength
407 Views
Message 8 of 27
Flag for a moderator

Re: Slow broadband speed

Downstream bonded channels

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

1Locked38.9100
2Locked38.6210
3Locked38.9150
4Locked38.9180
5Locked38.9100
6Locked38.9130
7Locked38.9120
8Locked38.970
9Locked38.9100
10Locked38.990
11Locked38.960
12Locked38.680
13Locked38.9150
14Locked38.910
15Locked38.970
16Locked38.9180
17Locked38.610
18Locked38.920
19Locked38.940
20Locked38.660
21Locked38.950
22Locked38.960
23Locked38.650
24Locked38.660
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
401 Views
Message 9 of 27
Flag for a moderator

Re: Slow broadband speed

The good news is that you are on the 500Mbs service.

I can't see anything in your Hub data that is out of place although I do think 50 connected devices is pushing it on a Hub 3 especially if there are some busy devices such as film streaming and face to face video calling.

 

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 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MIkeJP1
  • 28
  • 1
  • 2
On our wavelength
396 Views
Message 10 of 27
Flag for a moderator

Re: Slow broadband speed

Many thanks ......

I’ll do what you suggested re the monitor.

I did ask the salesperson if there was a better router but he said the Hub3 was the latest. To be honest I’m not sure he knew what he was talking about. I’ve since learned about Hub4 but also heard bad things about it - seems people experience similar issues to the ones I’m having when they change to it.

The vast majority of my devices are things like smart bulbs and smart switches. I also have 10 echos, 5 just to act as speakers but the others are Echo shows. In terms of other non Echo / Smart device, I have my mobile, my TV, PlayStation, a laptop, a printer, a Ring Doorbell/camera, 2 other internal Ring cameras and then I have the 2 things that won’t now connect (my Mac & my iPAD) they were fine until after I asked for the upgrade.

0 Kudos
Reply