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MikeyJM
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Sluggish Broadband

Hi there,

Just wanted to post and get some help, as the online chats are busy and have been for the last little while.

Over the past couple of months, I've noticed a considerable drop in speeds.I have a mostly wired network, utilizing powerline adapters which have been working well for the past year or so when I upgraded them. (These are the first things I check when I have connection/speed problems). But recently both my WiFi (5ghz and 2.4ghz) and my wired connections have been dropping and much slower than they have been.

Came back to Virgin from sky a little over a year ago, and speeds have always been reliable and good. I know they peak and trough depending on many factors, but this slowness has been dragging on a little now.

Through various tests of WiFi, wired devices, etc. the maximum speed I can get is around 36mbs download On a 150mbps connection. This is a drop from my usual 60-70mbs. And thats on my PC. My PS4 and laptops get much much slower speeds, even when wired.

Run tests through service status centre, and comes back all fine. I've rebooted/reset the network several times. Last time I had this issue a few months ago, Ithe technician hub replaced the hub was unhappy with some levels so she changed an adaptor?

Hoping someone can help!

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Superuser
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Message 2 of 8
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Re: Sluggish Broadband

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button in the top right of the screen.
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting, but do obscure personal information like your WAN IP address.

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MikeyJM
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Re: Sluggish Broadband

Not a problem. Thanks for your reply.

Network Log

First TimeLast TimePriorityError NumberDescription
29/03/2017 15:51:33 GMT29/03/2017 15:51:33 GMTWarning (5)66050310Auth Success - Web login successful.
29/03/2017 07:44:07 GMT29/03/2017 07:44:07 GMTWarning (5)84020200Lost MDD Timeout
28/03/2017 20:43:17 GMT28/03/2017 20:43:17 GMTError (4)68010302DHCP WAN IP - __________
28/03/2017 20:42:27 GMT28/03/2017 20:42:27 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
28/03/2017 02:38:25 GMT28/03/2017 02:38:25 GMTWarning (5)84020200Lost MDD Timeout
28/03/2017 02:31:26 GMT28/03/2017 02:31:26 GMTWarning (5)84020200Lost MDD Timeout
28/03/2017 01:32:19 GMT28/03/2017 01:32:19 GMTWarning (5)84020200Lost MDD Timeout
28/03/2017 01:16:01 GMT28/03/2017 01:16:01 GMTWarning (5)84020200Lost MDD Timeout
27/03/2017 23:00:40 GMT27/03/2017 23:00:40 GMTWarning (5)84020200Lost MDD Timeout
27/03/2017 14:33:55 GMT27/03/2017 14:33:55 GMTError (4)68010302DHCP WAN IP - ___________
27/03/2017 14:33:24 GMT27/03/2017 14:33:24 GMTError (4)68000407TOD established
27/03/2017 14:32:52 GMT27/03/2017 14:32:52 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/03/2017 14:32:47 GMT27/03/2017 14:32:47 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/03/2017 14:32:47 GMT27/03/2017 14:32:47 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/03/2017 14:32:42 GMT27/03/2017 14:32:42 GMTNotice (6)84000510Downstream Locked Successfully
27/03/2017 14:32:27 GMT27/03/2017 14:32:27 GMTError (4)68000407TOD established
27/03/2017 14:32:15 GMT27/03/2017 14:32:15 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/03/2017 14:32:02 GMT27/03/2017 14:32:02 GMTNotice (6)84000510Downstream Locked Successfully
27/03/2017 14:32:01 GMT27/03/2017 14:32:01 GMTWarning (5)84020300

MDD message timeout

 

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)322750000266750000274750000282750000290750000298750000306750000314750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12567891011
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)2.080.190.441.000.941.091.191.44
RxMER (dB)37.3635.7835.7836.8436.8435.9736.8437.36
Pre RS Errors3938484266560161854471295112895105170670288619709326571
Post RS Errors3012922842998955201699327302

 

Channel Type2.0N/AN/A2.0
Channel ID36N/AN/A33
Frequency (Hz)53700000N/AN/A46200000
Ranging StatusSuccessOtherOtherSuccess
Modulation64QAMN/AN/A64QAM
Symbol Rate (Sym/sec)5120000N/AN/A5120000
Mini-Slot Size4N/AN/A4
Power Level (dBmV)48.25N/AN/A46.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

 

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Forum Team
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Message 4 of 8
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Re: Sluggish Broadband

Hi MikeyJM,

I am sorry about your slower speeds. The only fault I can find when testing your connection is F004883195 - the current network capacity is unable to fully meet the extra load at peak times and a network upgrade is required.

This type of fault does tend to be rather lengthy in terms of fix times I'm sorry. Before the upgrade can commence we have to await completion of the pre-upgrade work. 

Feel free to request updates on here and we'll find out what we can for you.

Take care Smiley Happy


Jen
Forum Team



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MikeyJM
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Re: Sluggish Broadband

Thanks Jen, appreciate your input.

I understand. If you could give me a little update that would be great. Any projected fix dates? I know that these are not simple fixes, and do require a lot of work - but with this being over the last few months I'm hoping this isn't too far away from being sorted.

I've always had the best experience with Virgin's services, and never had continual slowness like this before.

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tommey
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Re: Sluggish Broadband


MikeyJM wrote:

Thanks Jen, appreciate your input.

I understand. If you could give me a little update that would be great. Any projected fix dates? I know that these are not simple fixes, and do require a lot of work - but with this being over the last few months I'm hoping this isn't too far away from being sorted.

I've always had the best experience with Virgin's services, and never had continual slowness like this before.


If my experience for getting things fixed when suffering from slow peak time speeds then you are in for a very long wait I have now been waiting since December 2014 yes 2014 not a typo I am supposed to be getting some card upgrades at the CMTS today but nothing has happened yet so no holding my breath.

Please also bear in mind that if / when you are given and fault codes with a date these are just REVIEW dates not fix dates I have now had about 12 of these and I am still waiting see below for my thread info.

Lastly if / when you get a fault ticket make sure if you are sticking around that you ask for bill credits as you will automatically be entitled them.

Good luck


This is the poor quality of my Superhub 3 connection Smiley Sad
My Broadband Ping - Vivid 200 Gamer

- First reported 09/2014 - Fault ticket raised 01/01/15 -    - Review 01/05/15 - Review 12/08/15 - Review 14/10/15 - Review 04/11/15 - Review 15/04/16 - Review 06/07/16 - Review 31/09/16 - Review 30/11/16 - Review 15/02/17 - Review 12/07/17 - Review 20/09/17 - Review 14/06/17 - Review 10/01/18 - Review 25/04/18 - Review 08/08/18 - F004670584 << 3 YEARS+ 

But with BT Fibre I can actually game without lag Smiley Very Happy
My Broadband Ping - BT FIBRE 80/20

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chutwutt
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Re: Sluggish Broadband

You see as tommi states, vm do fix issues that are raised and upgrade networks..it can take time with 5 million customers but Im sure ppl affected claim a hell of a lot of credits on their bill!

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Forum Team
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Re: Sluggish Broadband

Hi MikeyJM,

I do have a review date, though I fear it's not going to be what you'd hoped to hear. 08/11/2017 is currently the proposed date for completion of the pre-upgrade work. I'm sorry that I'm not able to provide any better news for you Smiley Sad

 


Jen
Forum Team



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