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Deliaf
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Message 1 of 8
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Slow speeds after 6pm until 11pm every night - Bradford Area 14

I've only just had Virgin Broadband installed. Disappointed to not be getting the speeds we're supposed to be able to get. Thinking of cancelling as we're still in the 14 day cooling off period.

Router running in modem mode, wired to PC. On the M200 package. Get great speeds outside the hours of 6pm to 11pm (up to 230mbps) but every evening during this time, the performance is absolutely awful - down to a lowly 5-6mbps on average.

Virgin support team - is there a contention issue in this area cos it sure seems like it. Every night after 11pm, the speeds slowly ramp back up and every night at 6 or 7pm they begin to grind to a halt again...

I'm unable to get anywhere on the support line - holding for 2 hours before being cut off. Online chat gets nowhere too, just waiting for an agent.

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griffin
Alessandro Volta
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Message 2 of 8
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Re: Slow speeds after 6pm until 11pm every night - Bradford Area 14

I would set up a Broadband Quality Monitor which should show up any contention issues.
Give it a day to populate before posting.

As a complete check, it would be worth posting the Hub's power levels and network logs.

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Deliaf
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Message 3 of 8
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Re: Slow speeds after 6pm until 11pm every night - Bradford Area 14

Power levels:

Downstream bonded channels
Channel
Locked Status
RxMER (dB)
Pre RS Errors
Post RS Errors
1
Locked
37.3
1390
0
2
Locked
38.6
10
0
3
Locked
38.9
12
0
4
Locked
38.6
25
0
5
Locked
38.9
19
0
6
Locked
38.9
12
0
7
Locked
38.6
12
0
8
Locked
38.6
29
0
9
Locked
38.6
35
0
10
Locked
38.6
58
0
11
Locked
37.6
81
0
12
Locked
38.6
95
0
13
Locked
38.6
101
0
14
Locked
37.6
229
0
15
Locked
37.6
164
0
16
Locked
37.6
184
0
17
Locked
38.6
332
0
18
Locked
37.6
161
0
19
Locked
37.6
216
0
20
Locked
37.3
902
0
21
Locked
37.3
904
0
22
Locked
37.3
1063
0
23
Locked
37.3
2224
0
24
Locked
37.3
3330
0

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Deliaf
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Message 4 of 8
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Re: Slow speeds after 6pm until 11pm every night - Bradford Area 14

Network log:

Time
Priority
Description
01/10/2019 14:38:30
notice
SW Download INIT - Via Config file
01/10/2019 14:40:42
notice
SW download Successful - Via Config file
01/10/2019 14:49:3
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 14:49:8
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 14:49:8
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 14:49:8
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 14:49:12
Warning!
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 16:47:11
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2019 07:59:28
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2019 23:27:3
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:07:18
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:26:6
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:26:7
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:26:7
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:26:7
critical
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:26:10
Warning!
Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:26:57
critical
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:35:36
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:39:37
Warning!
B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2019 00:39:39
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Deliaf
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Message 5 of 8
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Re: Slow speeds after 6pm until 11pm every night - Bradford Area 14

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griffin
Alessandro Volta
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Message 6 of 8
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Helpful Answer

Re: Slow speeds after 6pm until 11pm every night - Bradford Area 14

The logs are showing a noise burst culminating in a dropout just after midnight on the 8th but no entries after that.

The downstream power levels and SNR look fine.

The upstream power levels would be useful.

The BQM looks busy at peak time and if you are not hammering the contention during that time looks like there is a contention issue . (There have been much worse cases on here). It may be a worse scenario case that the utilisation is not breaching VM's thresholds, so nothing will be done.

VM will need to confirm a contention issue, if this is the case I, personally would cancel. You can always come back, especially when Docsis 3.1 is rolled out nationally.

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Deliaf
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Message 7 of 8
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Re: Slow speeds after 6pm until 11pm every night - Bradford Area 14

Well, as suspected, Virgin sent out an engineer - checked the signal levels all fine. Confirmed there's a contention issue in the area - apparently been this way since March this year. Scheduled to be resolved 11th Dec. Just don't know why Virgin would take on more customers knowing its an issue and more importantly carry on like there's nothing wrong. The Check Service Status page says there's nothing wrong in the area when clearly there is.

So question now is do we cancel or wait and hope it gets sorted on the 11th Dec - for some reason, I don't have the confidence it will be resolved...

At the moment, we're down to under 17mbps.

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puma1973
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Message 8 of 8
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Re: Slow speeds after 6pm until 11pm every night - Bradford Area 14

I am having very similar issues - M200 installed last Friday and whilst running OK ... using the recommended SpeedTest app and website, I've never had more than 130mbps during the day and had as low as 30mbps in the evening during these times (and that's with the device next to the router using a WiFi connection) ...

Can any Virgin expert monitoring this thread check my account / puppy / area for issues? There is nothing showing when you run the status check in "My Virgin Media" but I suppose this isn't the definitive answer ...

I hope this can be fixed because I moved broadband to Virgin on the back of having months of issues and poor customer service with BT - to the extent they allowed me to exit contract without penalty mid contract (which is something they don't do lightly!!)

Thanks in advance!

Oh sorry - should have said I'm in the Oldham area - ref 20

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