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

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

12347500002.238256 qam13
22427500001.938256 qam14
32507500001.938256 qam15
4258750000238256 qam16
52667500002.238256 qam17
62747500002.239256 qam18
72827500002.540256 qam19
82907500002.740256 qam20
92987500002.938256 qam21
103067500002.740256 qam22
11314750000338256 qam23
123227500003.240256 qam24
13330750000340256 qam25
143387500002.740256 qam26
153467500002.740256 qam27
163547500002.740256 qam28
173627500002.740256 qam29
183707500002.939256 qam30
19378750000338256 qam31
203867500002.738256 qam32
213947500002.538256 qam33
224027500002.238256 qam34
234107500002.238256 qam35
244187500002.238256 qam36



Downstream bonded channels

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

1Locked38.9182395794
2Locked38.9121045393
3Locked38.974704135
4Locked38.94520721
5Locked38.9257630
6Locked39.8135960
7Locked40.375740
8Locked40.343340
9Locked38.928750
10Locked40.319580
11Locked38.923900
12Locked40.328100
13Locked40.329080
14Locked40.335140
15Locked40.336950
16Locked40.337430
17Locked40.937030
18Locked39.840740
19Locked38.947880
20Locked38.945700
21Locked38.930940
22Locked38.620290
23Locked38.99120
24Locked38.63760

 

Upstream bonded channels

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

16029989938.8512064 qam1
23939999438.3512064 qam4
34620005538.3512064 qam3
45369981938.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0000

 

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;

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

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

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

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 

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16029991341512016 qam1
23940061941.5512016 qam4
34619873641512016 qam3
45369954240.7512016 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0010
3ATDMA0000
4ATDMA0000
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Travis_M
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Re: Slow speeds during peak times - Slower speed after work was completed in my area

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

Travis_M
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Cyirak
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Re: Slow speeds during peak times - Slower speed after work was completed in my area

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

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

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

Travis_M
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Cyirak
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Message 7 of 38
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Re: Slow speeds during peak times - Slower speed after work was completed in my area

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

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Lee_R
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Message 8 of 38
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Re: Slow speeds during peak times - Slower speed after work was completed in my area

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

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

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?

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Hayley_S
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Message 10 of 38
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Re: Slow speeds during peak times - Slower speed after work was completed in my area

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.

Hayley
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