Slow speeds during peak times - Slower speed after work was completed in my area

[Cyirak]

Over the past couple of weeks the achievable speed seem to have dropped on my broadband. I recently upgraded from M350 to M500 package. 

To build a bit of background..

Stupidly or not, I upgraded whilst there was multiple issues in my area but just so happened to be when I decided to do it. We were experiencing high packet loss, with periods of 50% loss at times or complete loss of service this was before and after the upgrade... We had an engineer come out and he checked the cable all the way from the Hub back to the cabinet and he advised that there were no issues with our line however he picked up on an issue that was effecting everyone down our road. Even with these issues in place my download was always 520Mbps+ even at peak times, however my upload was shot and sometimes wouldn't even hit 10Mbps.

The issues have now been resolved and stability wise, no packet loss or loss of service which is great however I'm finding my downloads speeds aren't as good as before the issue was resolved.  Sometimes only getting about 200mbps at peak times where as my friend about a mile away is getting full speed. I also noticed that the downstream power levels have dropped from around 4.x to 2.x. Upstream power seems to have stayed the same.

Before I call virgin and raise a issue I wanted to check if the stats are okay on my downstream and upstream..

Any help or advise would be appreciated. 

Stats are since Monday 14th June about 5 days of uptime on the modem.

There are RCS partial service in the logs however these were logged prior to me receiving notification on the 14th that the problem had been resolved.

Downstream bonded channels

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

1	234750000	2.2	38	256 qam	13
2	242750000	1.9	38	256 qam	14
3	250750000	1.9	38	256 qam	15
4	258750000	2	38	256 qam	16
5	266750000	2.2	38	256 qam	17
6	274750000	2.2	39	256 qam	18
7	282750000	2.5	40	256 qam	19
8	290750000	2.7	40	256 qam	20
9	298750000	2.9	38	256 qam	21
10	306750000	2.7	40	256 qam	22
11	314750000	3	38	256 qam	23
12	322750000	3.2	40	256 qam	24
13	330750000	3	40	256 qam	25
14	338750000	2.7	40	256 qam	26
15	346750000	2.7	40	256 qam	27
16	354750000	2.7	40	256 qam	28
17	362750000	2.7	40	256 qam	29
18	370750000	2.9	39	256 qam	30
19	378750000	3	38	256 qam	31
20	386750000	2.7	38	256 qam	32
21	394750000	2.5	38	256 qam	33
22	402750000	2.2	38	256 qam	34
23	410750000	2.2	38	256 qam	35
24	418750000	2.2	38	256 qam	36

Downstream bonded channels

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

1	Locked	38.9	182395	794
2	Locked	38.9	121045	393
3	Locked	38.9	74704	135
4	Locked	38.9	45207	21
5	Locked	38.9	25763	0
6	Locked	39.8	13596	0
7	Locked	40.3	7574	0
8	Locked	40.3	4334	0
9	Locked	38.9	2875	0
10	Locked	40.3	1958	0
11	Locked	38.9	2390	0
12	Locked	40.3	2810	0
13	Locked	40.3	2908	0
14	Locked	40.3	3514	0
15	Locked	40.3	3695	0
16	Locked	40.3	3743	0
17	Locked	40.9	3703	0
18	Locked	39.8	4074	0
19	Locked	38.9	4788	0
20	Locked	38.9	4570	0
21	Locked	38.9	3094	0
22	Locked	38.6	2029	0
23	Locked	38.9	912	0
24	Locked	38.6	376	0

Upstream bonded channels

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

1	60299899	38.8	5120	64 qam	1
2	39399994	38.3	5120	64 qam	4
3	46200055	38.3	5120	64 qam	3
4	53699819	38.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log
Time Priority Description
18/06/2021 06:27:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 12:40:38 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2021 17:17:40 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Cyirak]

I should add that all of this is done via Ethernet not Wifi

[Cyirak]

So internet is a bit slow ive noticed the modulation on the upstream has dropped and the power has increased. my upload is still hitting about 25-30 tho.. currently getting about 200-300mb 

Refresh data

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

1	60299913	41	5120	16 qam	1
2	39400619	41.5	5120	16 qam	4
3	46198736	41	5120	16 qam	3
4	53699542	40.7	5120	16 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Travis_M]

Hi @Cyirak

I've taken a quick look into this and I can see an SNR (Signal Noise Ratio) outage has been flagged in your area, meaning something is causing noise down the network which means you may see intermittent service with your fibre and TV services, as well as slow speeds.

Our engineers are working hard to locate the fault down the network and will look to have this resolved as soon as possible, the estimated fix date is currently 28 JUN 2021 09:00 although our team will look to have this resolved as quick as possible.

Regards

[Cyirak]

Hi @Travis_M

Thanks for taking the time to respond to this. We had an issue in our area which was due to be resolved on 14/06/2021 with the  network fault reference of F009055876 I had a text message advising that the issue had been resolved on the 14th so assumed this was the fault that was fixed though we have had a lot of outages and issues in our area recently and the text could have related to another fault. Can you advise if this is the same issue but outstanding or logged under a different reference. 

This is starting to get frustrating as when requesting updates for the fault mentioned the date was getting pushed back, and although the reliability has dramatically improved over the last week, we have had intermittent loss of service since me posting and typically this happens at the worse of times. Up to this point the broadband has been very reliable.

Thanks for your help so far and looking into the matter

[Travis_M]

Hi @Cyirak 

This is indeed the same issue and the date was extended, my apologies for the inconvenience. Our engineers are hard at work on the issue.

Regards

[Cyirak]

Hi Travis,

Thanks for letting me know. I'll wait until the 28th has passed however I'll be surprised if the issue will be resolved as when I was checking the issue before I thought it had been fixed, the date was extended 3 times. 

Kind Regards

[Lee_R]

Thanks for getting back to us @Cyirak

Regrettably as you've found out, our fix dates are estimated only.  Please do get back to us with any updates you may have from your side?

Regards

Lee_R

[Cyirak]

Good Morning Lee,

I Contacted customer services however they would not provide an update on the fault to say if the issue had been closed or if the issue was still outstanding. The representative wasn't even willing to hear the fault reference number,  Are you able to provide an update on the issue?

[Hayley_S]

Hello @Cyirak,

Thank you for the update, I am sorry for the outcome of the call.

I was able to locate your account using your forums details, I can an appointment on your account, can you login and check for me if you can see this?

Look forward to your response.