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jarmandins
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Slow speed and bad customer service from Virgin

 Hi

Just wanted to ask here out of desperation. I have M200 fibre line but as of about 2 weeks I have on average 5 to 10 mbps download and 20 mbps upload. I called virgin and they sent an engineer. He was a kid just out of school was in rush. He connected to my wifi and said he tested the connection and it was all good. I tested it on all public speed test sites in front of him and it was 11 mbps. He just shrugged and said to monitor the speed and call customer service. Customer service just keeps asking me to reset/reboot hub and nothing improves. I think that the hub is broken since I had similar fault with old hub2 but virgin customer service refuse to do anything since on their end it all looks good. Does anyone know what to do?

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jbrennand
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Re: Slow speed and bad customer service from Virgin

What are the speeds when you test on a device connected on Cat5e/6/7 ethernet cable with the Hub in modem mode?

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jarmandins
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Re: Slow speed and bad customer service from Virgin

They differ a bit but.. Just tested through speedtest.net and the results are Server Virgin media Leicester: ping 15ms, download 6.21Mbps Upload 21.12Mbps. Server Welvyn Garden City AiNetworks: ping 16ms, download 5.95Mbps, upload 21.16 Mbps. Server virgin media Luton: ping 15ms, Download 6.05 Mbps, Upload 21.13mbps. I should have download around 200.. There is a weird bit to this - on occasion when testing speed like 2 out of 10 it would show download 120mbps or something better that 5 to 10Mbps, It seems there is no difference what server I test with, it would just sometimes come back with better speed test result now and then. Google speed test which you get as first result when you search for "speed test" allways shows my speed as around download 75-80mbps and upload 20.3mbps which is not true in my opinion.

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jbrennand
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Re: Slow speed and bad customer service from Virgin

OK can you do this.
__________________________-

If you think that you have a BB speed problem, then to check the speeds coming in to your Hub properly, and whether they match what you should be getting, you cannot rely on wifi tests, - no BB supplier guarantees those - only speeds "TO" the Hub are guaranteed.

So, can you test speeds directly like this. As you expect >100Mbps then connect a 1GB enabled computer/laptop, with up to date drivers, via a known good and working Cat5e (or better - not Cat5) ethernet cable, directly to the Hub which you have put into “modem mode” (see VM website for “How To”). Test at speedtest.net (not using their App!) to your nearest VM server - try on 2 different browsers.

If they are still low – boot the device into safe+networking mode and try again.

There are many posts on here where unknown/flaky software, old network card drivers, corrupted browsers or other connected devices are limiting speeds on tests.

Report back what that gets.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jarmandins
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Re: Slow speed and bad customer service from Virgin

The tests I wrote about were done with a laptop conected through cat5e ethernet wire to hub 3 set up in modem mode, comes back as 5 to 10 mbps download speed. Tested on speedtest.net webpage.

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jbrennand
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Re: Slow speed and bad customer service from Virgin

Ok - lets see some details on the connection.
-------------------------------------------------------------

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when you have the first 24h period.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jarmandins
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Message 7 of 10
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Re: Slow speed and bad customer service from Virgin

sorry was away a bit but the speed is as bad as it was despite virgin promising to fix it. Here is the info you requested:downstream

1259000000237256 qam16
21390000005.938256 qam1
31470000005.538256 qam2
41550000005.538256 qam3
51630000005.538256 qam4
61710000004.938256 qam5
71790000004.638256 qam6
8187000000538256 qam7
91950000004.938256 qam8
102030000004.138256 qam9
112110000003.538256 qam10
12219000000338256 qam11
132270000002.537256 qam12
142350000002.237256 qam13
152430000001.537256 qam14
162510000001.538256 qam15
17267000000337256 qam17
182750000003.438256 qam18
192830000003.438256 qam19
202910000003.538256 qam0
212990000004.538256 qam21
223070000004.538256 qam22
23315000000538256 qam23
243230000006.438256 qam24



Downstream bonded channels

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

1Locked37.63190
2Locked38.67222
3Locked38.64520
4Locked38.6646
5Locked38.6490
6Locked38.6820
7Locked38.6720
8Locked38.6670
9Locked38.6570
10Locked38.65622
11Locked38.9620
12Locked38.6680
13Locked37.61483
14Locked37.619726
15Locked37.62691
16Locked38.63542
17Locked37.62510
18Locked38.62720
19Locked38.63130
20Locked38.93110
21Locked38.63410
22Locked38.92560
23Locked38.93380
24Locked38.63280
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jarmandins
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Re: Slow speed and bad customer service from Virgin

upstream

13940000046512064 qam8
24619997646512064 qam7
36030000046.5512064 qam5
45370002046512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jarmandins
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Re: Slow speed and bad customer service from Virgin

Network Logs

02/01/2021 16:11:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 16:08:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 16:01:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:58:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 15:58:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 13:42:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 13:41:8ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 12:35:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 12:31:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 22:03:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 21:58:27ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 15:32:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 15:32:8ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 12:35:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 12:35:9ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 02:45:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/2021 02:44:45ErrorService Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 18:22:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2020 18:21:57ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 17:29:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Message 10 of 10
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Re: Slow speed and bad customer service from Virgin

1259000000237256 qam16
21390000005.938256 qam1
31470000005.538256 qam2
41550000005.538256 qam3
51630000005.538256 qam4
61710000004.938256 qam5
71790000004.638256 qam6
8187000000538256 qam7
91950000004.938256 qam8
102030000004.138256 qam9
112110000003.538256 qam10
12219000000338256 qam11
132270000002.537256 qam12
142350000002.237256 qam13
152430000001.537256 qam14
162510000001.538256 qam15
17267000000337256 qam17
182750000003.438256 qam18
192830000003.438256 qam19
202910000003.538256 qam0
212990000004.538256 qam21
223070000004.538256 qam22
23315000000538256 qam23
243230000006.438256 qam24

 

Your Downstream Power Levels individually are all within spec but, the differential between the lowest at +1.5dBmV and the highest at +6.4dBmV is too great.

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 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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