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Uralowl1
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Message 1 of 11
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Speed a lot lower than usual, area 20

Since Saturday, I've been experiencing major dips in speed randomly. We're talking less than 1mb download at worst, and around 2-3mb upload at worst. These dips will either last 5-10 minutes, or hour or more.

Last night I also experienced my wifi going down when it started dipping in speed again. I then rebooted it, after which it rebooted itself again a few minutes after it was fully back on. After this, all seemed well for about 5 or so minutes once it was fully up and running again, then I received the yellow triangle warning symbol on my wired connection, and the internet would not work at all despite no lights being lit up or flashing on my hub 3.0 (aside from the bottom white light).

Even when the internet speeds haven't been terrible, they have often still been worse than usual. I usually get around 100-150mb download, but recently it's been between 40-80mb on wired and around 20-50mb on wireless. My upload is usually around 10mb as well, but this has also often been stuck around 4-7mb recently.

Does anyone have any advice? I've never had persistent issues with the speed dropping like this before.

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jbrennand
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Message 2 of 11
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Re: Speed a lot lower than usual, area 20

First job, set up a free “BQM” to continually monitor the state of your connection and record any dropouts. It does it 24/7/365 and it keeps a visual record of all your network disconnections, useful data to have in discussions with VM.

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

Check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.
If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. 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] click on the “router status” icon/text at bottom middle of first page up and then copy/paste 3 FULL sets of data onto here – from the downstream, upstream, & network logs Pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out.

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Uralowl1
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Message 3 of 11
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Re: Speed a lot lower than usual, area 20

Thanks for the response. Here's the 3 pages of my router status:

Downstream bonded channels

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

12987500000.534256 qam21
2194750000-0.725256 qam8
3202750000-0.925256 qam9
4210750000-0.726256 qam10
5226750000025256 qam12
62347500000.231256 qam13
72427500000.533256 qam14
82507500000.533256 qam15
92587500000.233256 qam16
102667500000.433256 qam17
112747500000.934256 qam18
12282750000135256 qam19
132907500000.736256 qam20
143067500000.933256 qam22
153147500001.432256 qam23
163227500001.534256 qam24
174027500002.238256 qam25
184107500002.540256 qam26
194187500002.240256 qam27
204267500002.240256 qam28
214347500002.240256 qam29
224427500002.240256 qam30
234507500002.740256 qam31



Downstream bonded channels

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

1Locked343478815806177
2Locked25.75513691061673103509
3Locked25.84826243761526678289
4Locked26.813326813121576647820
5Locked25.28092608513291960
6Locked31.9123566191176935831
7Locked33114369499832950847
8Locked33.977769725715379982
9Locked33.977456419615453042
10Locked33.495728629543572195
11Locked34.473219374937850358
12Locked35.76222588903426800
13Locked36.32781225141790
14Locked333636551387493
15Locked32.21692036392997
16Locked34.3387507391241
17Locked38.9629605573
18Locked40.3540988443
19Locked40.3563046869139
20Locked40.351596594671
21Locked40.9463179361
22Locked40.3371751285
23Locked40.9327740

415

 

Upstream bonded channels

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

1394000005.4512064 qam4
2462000005.25512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

Network Log

Time Priority Description

27/06/2019 15:23:41Warning!Lost MDD Timeout;CM-;CM-VER=3.0;
27/06/2019 15:23:42Warning!RCS Partial Service;CM-;CM-VER=3.0;
27/06/2019 15:26:53Warning!Lost MDD Timeout;CM-;CM-VER=3.0;
27/06/2019 15:26:53Warning!RCS Partial Service;CM-CM-QOS=1.1;CM-VER=3.0;
27/06/2019 15:28:35Warning!Lost MDD Timeout;CM-;CM-VER=3.0;
27/06/2019 15:28:36Warning!RCS Partial Service;CM-;CM-VER=3.0;
27/06/2019 15:30:53Warning!Lost MDD Timeout;CM-;CM-VER=3.0;
27/06/2019 15:30:54Warning!RCS Partial Service;CM-;CM-VER=3.0;
27/06/2019 15:33:51Warning!Lost MDD Timeout;CM-;CM-VER=3.0;
27/06/2019 15:33:51Warning!RCS Partial Service;CM-;CM-VER=3.0;
27/06/2019 15:38:15Warning!Lost MDD Timeout;CM-CM-VER=3.0;
27/06/2019 15:38:16Warning!RCS Partial Service;CM-;CM-VER=3.0;
27/06/2019 15:39:23Warning!Lost MDD Timeout;CM-;CM-VER=3.0;
27/06/2019 15:39:23Warning!RCS Partial Service;CM-;CM-VER=3.0;
27/06/2019 16:05:59Warning!Lost MDD Timeout;CM-;CM-VER=3.0;
27/06/2019 16:06:0Warning!RCS Partial Service;CM-;CM-VER=3.0;
27/06/2019 16:21:57Warning!Lost MDD Timeout;CM-;CM-VER=3.0;
27/06/2019 16:21:57Warning!RCS Partial Service;CM-;CM-VER=3.0;
27/06/2019 16:44:45Warning!Lost MDD Timeout;CM-.1;CM-VER=3.0;
27/06/2019 16:44:46Warning!RCS Partial Service;CM-;CM-VER=3.0;
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wtf_is_this
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Message 4 of 11
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Re: Speed a lot lower than usual, area 20

I'm also area 20 and have been dealing with the same issues, low speed and random dropouts as of 27/06. Upload speed is virtually 0 at the moment.

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Uralowl1
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Message 5 of 11
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Re: Speed a lot lower than usual, area 20

Thanks for the reply. I've been wondering if these issues have been on my end, or perhaps an area wide issue. I remember having similar issues last September, though it was worse back then as we were also getting very frequent wifi dropouts. We got an engineer out and he told us other people in the same area (even the person next door) were reporting the same issues. There wasn't much he could do, but the issues did thankfully seem to subside a week or so after his visit. Sadly, it seems hard to get confirmation from Virgin Media's customer service on whether something is an area/network wide fault or not if the broadband just isn't completely down.

Fingers crossed that both mine are your issues are resolved soon.

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jbrennand
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Message 6 of 11
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Re: Speed a lot lower than usual, area 20

Uralowl - you connection is a mess it needs a technician visit at least to try and sort it out. The siganl noise ratios are way too low on several (low number) channels indicating noise on the line and just 2 upstream channels both over max power struggling to connect. A superuser should comment more soon.

A VM mod should pick this up in a day or two and help sort it - but may well be quicker to call in and report the fault and they will also tell you if there is a known problem at your location.

There is also a Service Status number 0800 561 0061 which usually tells you of local issues, down to postcode level, that might not yet be listed on the Service Status web page that may give you more info.

Just to note... "VM Areas" are not geographic they are related to "billing legacy" For example I am in Area 20 (with no problems) in South Manchester - whilst I know others on here are in Area 20 in Sussex and Surrey !


--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Snoopzster
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Message 7 of 11
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Re: Speed a lot lower than usual, area 20

You also only have 23 Downstreams instead of the usual 24.
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Uralowl1
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Message 8 of 11
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Re: Speed a lot lower than usual, area 20

Thanks for both of your replies. I do have an engineer booked for Monday so hopefully that solves the issue. I did think it odd that I only have 2 upstream channels as I'm pretty sure I've had 4 when checked previously. I noticed my download speed back at around 150mbps when doing a speed check tonight. I decided to check my router status and I have 24 downstream channels again, but still only 2 upstream. The power levels for the upstreams have gone down to 4.8 though.

 

I have also set up a BQM as suggested, here are some of the results so far:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/94677669be1a6d2eabb896bb6e3bf8a2ca35780a-30-06-2019

There's been quite a few spikes of max latency, but not too much packet loss at all until tonight for some reason.

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Uralowl1
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Message 9 of 11
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Re: Speed a lot lower than usual, area 20

Sorry for the double post, but I seem to have jumped the gun. My speeds were still 150mbps this morning and I was also back to 4 upstream channels. I thought all was well and decided to cancel my engineer appointment. But since around noon the speed has often been dropping back down to 30-40mbps (even on wired connections), and I've noticed my downstream channels fluctuate between 22-24 channels, and I'm only getting 150mbps when I have 24 channels active. My upstream channels have also fallen back down to 2, and the power levels jump around 4.6 to 5.6. I'm not getting disconnections whenever the speed drops like I was last week, but my speeds have been atrociously low at times (e.g. 0.1mbps download on speed tests).

I've tried phoning customer service again and running tests on the website, but they insist there are no issues and no need for an engineer, despite saying otherwise just back on Friday, and as far as I can tell, nothing has changed. This is rather frustrating as I would like to have an engineer look at this, I don't know if it would be possible for any VM staff on here to arrange this if possible please? I'll try contacting customer service by phone again tomorrow however.

Here's my current downstream and upstream results:

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12987500001.240256 qam21
21947500000.440256 qam8
32027500000.440256 qam9
42107500000.238256 qam10
5218750000040256 qam11
6226750000040256 qam12
72347500000.240256 qam13
82427500000.540256 qam14
92507500000.540256 qam15
102587500000.540256 qam16
112667500000.538256 qam17
12274750000140256 qam18
132827500001.240256 qam19
142907500001.240256 qam20
153067500001.540256 qam22
16314750000240256 qam23
17322750000240256 qam24
18402750000240256 qam25
194107500002.240256 qam26
204187500001.940256 qam27
21426750000240256 qam28
22434750000240256 qam29
234427500001.940256 qam30
244507500002.240256 qam31


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.314573808122
2Locked40.31685714325369069
3Locked40.31850246922951715
4Locked38.92059495221065899
5Locked40.925555726817
6Locked40.321221714993179
7Locked40.91930670412992017
8Locked40.9221060898288828
9Locked40.3259176764356346
10Locked40.3262011861798252
11Locked38.9241661536275960
12Locked40.3225923233779767
13Locked40.32040522443737
14Locked40.31356230295
15Locked40.312337214131
16Locked40.3504102565
17Locked40.3202776357
18Locked40.911796645
19Locked40.99834843
20Locked40.3863619019
21Locked40.37388569
22Locked40.96161651
23Locked40.94850431
24Locked40.946363

40

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1536999574.9512064 qam2
2602999934.75512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
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Forum Team (Retired) Tom_S
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Message 10 of 11
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Re: Speed a lot lower than usual, area 20

Hi Uralowl1,

 

I am sorry to hear you've been having issues with your services.

I am going to drop you a PM so I can take a closer look for you.

 

Thanks,

Tom_S

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