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adamrmcf
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Message 1 of 8
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Speed and Connection Problems

Hey, been with Virgin for many years and never had any issues, but since moving house there's been nothing but problems. The speed drop went from 100 at anytime down to 40 at most, which for the most part, was still workable. Now I've been getting 3/4Mb down which aside from being incredible slow, I'm also being disconnected frequently.

Trying to play any online games with friends is impossible as it kicks me from games due to the connection. The router is in the same room as me, so it's not an issue related to blackspots or connections being limited due to range. I am connected via ethernet cable when playing on the Playstation and the disconnections are happening on that too, so it's not limited to being a Wifi only problem.

When the move house request was sent in, I was told that an engineer would need to come out as Virgin hadn't been installed in the property in 10 years, and the engineer initially had some trouble getting the connection started, and after he did it wasn't close to the speed I had been getting but it was still manageable, at this point, it isn't.
Thank you for your time, here is the data requested.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 5.3 40 256 qam 21
2 411000000 3.5 38 256 qam 31
3 403000000 4 40 256 qam 30
4 395000000 3.9 38 256 qam 29
5 387000000 4.5 40 256 qam 28
6 379000000 3.9 38 256 qam 27
7 371000000 3.5 40 256 qam 26
8 363000000 3.5 38 256 qam 25
9 323000000 5 40 256 qam 24
10 315000000 4.6 40 256 qam 23
11 307000000 5 40 256 qam 22
12 291000000 6.6 40 256 qam 20
13 283000000 6 40 256 qam 19
14 275000000 4.8 40 256 qam 18
15 267000000 4.5 40 256 qam 17
16 259000000 5.9 40 256 qam 16
17 251000000 5.6 40 256 qam 15
18 243000000 5.9 40 256 qam 14
19 235000000 6.6 40 256 qam 13
20 227000000 6.4 37 256 qam 12
21 219000000 5.1 27 256 qam 11
22 211000000 5.8 40 256 qam 10
23 203000000 6.5 40 256 qam 9
24 195000000 6.5 40 256 qam 8


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 52 0
2 Locked 38.6 37 0
3 Locked 40.3 25 0
4 Locked 38.9 20 0
5 Locked 40.3 4 0
6 Locked 38.9 16 0
7 Locked 40.3 13 0
8 Locked 38.9 22 0
9 Locked 40.3 2 0
10 Locked 40.3 48 0
11 Locked 40.3 31 0
12 Locked 40.9 9 0
13 Locked 40.3 93 0
14 Locked 40.3 106 0
15 Locked 40.3 9 0
16 Locked 40.3 1 0
17 Locked 40.3 6 0
18 Locked 40.9 17 0
19 Locked 40.3 14 0
20 Locked 37.6 112 4
21 Locked 25.8 473426306 1123189357
22 Locked 40.3 89 37
23 Locked 40.3 285 0
24 Locked 40.9 506 58


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200000 48 5120 64 qam 3
2 39400000 49.3 5120 64 qam 4
3 53700000 51.5 5120 64 qam 2
4 60300000 54 5120 64 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 1 0
2 ATDMA 0 0 4 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 1 0


Network Log
Time Priority Description
2019-02-19 15:09:01.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:09:13.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:10:59.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:11:07.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:11:15.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:11:36.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:11:39.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:12:00.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:15:54.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:16:00.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:16:10.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:16:21.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:29:20.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:29:22.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:33:59.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:34:04.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:34:42.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:35:07.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:36:26.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2019-02-19 15:36:31.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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BrianY
Fibre optic
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Message 2 of 8
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Re: Speed and Connection Problems

21 219000000 5.1 27 256 qam 11 Upload signal problem
3 53700000 51.5 5120 64 qam 2
4 60300000 54 5120 64 qam 1 - Download signals high
Check connections secure/await staff member to organise site visit to correct signal levels
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Forum Team
Forum Team
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Message 3 of 8
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Re: Speed and Connection Problems

Hi adamrmcf,

 

Thank you for your post. I'm sorry to hear about the issues you're having.

 

How has your service been since your post?

 

^Martin

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adamrmcf
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Message 4 of 8
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Re: Speed and Connection Problems

Hi, the morning after the post after running a speedtest it showed 200, but by the afternoon it had slowed down to 5Mb again then on Wednesday night, it was disconnecting every 2-3 minutes. 
I wasn't home for a lot of Thursday but later on it was fine for a while but then went back to being really slow and disconnecting frequently.

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Forum Team
Forum Team
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Message 5 of 8
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Re: Speed and Connection Problems

Thank you adamrmcf. 

 

Were the tests completed via a wired or wireless connection and via what type of device please?

 

Thanks 

Nat
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adamrmcf
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Message 6 of 8
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Re: Speed and Connection Problems

The tests were done on a laptop via wireless connection (I have no ethernet port on it), but I have a wired connection that I use on the PS4 which currently shows 5.8 down, on Tuesday when I was checking it showed 44Mb but was still getting the same disconnections.

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jbrennand
Hero
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Message 7 of 8
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Re: Speed and Connection Problems

As BrianY said... You need a technician visit to correct your signal levels. Also, get a USB-ethernet connector off eBay - they are cheap and useful for diagnosing issues properly.

--------------------
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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Forum Team (Retired) John_GS
Forum Team (Retired)
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Message 8 of 8
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Helpful Answer

Re: Speed and Connection Problems

Hi adamrmcf,

 

From what the members BrianY and jbrennand have advised it looks like an engineer is needed, from those figures and I'll be inclined to agree (cheers for your help btw)

 

I'll pop you a quick message via PM so I can get this sorted.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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