Speed issue with Gig service

[Graham661]

I have top Volt Bundle Gig package and I’m only getting a third to of the speed most days peaking to maybe half on a really good day! Speeds are below the minimum guaranteed so Virgin monitored for 1 month and then said it couldn’t be certified and I could leave my 18 month contract with no penalty.

I really don’t want to leave!  I’d like an engineer to check the installation. Seems impossible to arrange having spent hours on the phone being moved from one call centre to another and finally ending up on the contractors call centre line!

Just need the installation checked, as when it was installed last November it was giving up to 1 gig no problem for a couple of months.

[carl_pearce · Accepted solution]

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@Graham661 wrote:

I have top Volt Bundle Gig package and I’m only getting a third to of the speed most days peaking to maybe half on a really good day! Speeds are below the minimum guaranteed so Virgin monitored for 1 month and then said it couldn’t be certified and I could leave my 18 month contract with no penalty.

I really don’t want to leave!  I’d like an engineer to check the installation. Seems impossible to arrange having spent hours on the phone being moved from one call centre to another and finally ending up on the contractors call centre line!

Just need the installation checked, as when it was installed last November it was giving up to 1 gig no problem for a couple of months.

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What does this site show?

https://samknows.com/realspeed/

EDIT: Reading between the lines it could be congestion or the HUB stats being out of spec.

If you post the Downstream, Upstream, and NetworkLog tab data here we can review:

[Graham661]

Hi Carl,
Thanks for your support with this issue. The numbers from the web site page are below. I get similar results on 3 different devices. Looks like the hub is not giving out whats coming in.

Download
Mbps
1145
Speed to computer

Download
Mbps
371

Upload
Mbps
50.2
Latency
ms
11.7
Jitter
ms
1.18
Packet loss
%
0.034
Upload
Mbps
52.1
Latency
ms
17.9
Jitter
ms
4.90
Packet loss
%
N/A

Show fewer metrics
Service Provider:
Virgin Media
, 1000x50
Server:

[carl_pearce]

When you get chance could you post the HUB stats mentioned above?

[Graham661]

Hi Carl,

Readings attached. There's nothing in the network log even if I refresh it.

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 -1.5 39 QAM256 25
6 179000000 -1.5 40.9 QAM256 6
7 187000000 -1.5 40.4 QAM256 7
8 195000000 -1.5 40.9 QAM256 8
9 203000000 -1.5 40.4 QAM256 9
10 211000000 -1.4 40.4 QAM256 10
11 219000000 -1.4 40.4 QAM256 11
12 227000000 -1.5 40.4 QAM256 12
13 235000000 -1.4 40.4 QAM256 13
14 243000000 -1.5 40.4 QAM256 14
15 251000000 -1.6 40.4 QAM256 15
16 259000000 -1.4 40.4 QAM256 16
17 267000000 -1.3 40.4 QAM256 17
18 275000000 -1.5 40.9 QAM256 18
19 283000000 -1.8 40.4 QAM256 19
20 291000000 -1.7 40.4 QAM256 20
21 299000000 -1.5 40.4 QAM256 21
22 307000000 -1.1 40.4 QAM256 22
23 315000000 -0.9 40.4 QAM256 23
24 323000000 -1 39 QAM256 24
26 339000000 -1.5 39 QAM256 26
27 347000000 -1.4 39 QAM256 27
28 355000000 -1.4 39 QAM256 28
29 363000000 -1.5 39 QAM256 29
30 371000000 -1.7 38.6 QAM256 30
31 379000000 -1.7 38.6 QAM256 31
32 387000000 -1.6 38.6 QAM256 32
33 395000000 -1.4 39 QAM256 33
34 403000000 -1.2 39 QAM256 34
35 411000000 -1.2 38.6 QAM256 35
36 419000000 -1.3 39 QAM256 36


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 38.983261 0 0
6 Locked 40.946209 0 0
7 Locked 40.366287 0 0
8 Locked 40.946209 0 0
9 Locked 40.366287 0 0
10 Locked 40.366287 0 0
11 Locked 40.366287 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 40.366287 0 0
16 Locked 40.366287 0 0
17 Locked 40.366287 0 0
18 Locked 40.946209 0 0
19 Locked 40.366287 0 0
20 Locked 40.366287 0 0
21 Locked 40.366287 0 0
22 Locked 40.366287 0 0
23 Locked 40.366287 0 0
24 Locked 38.983261 0 0
26 Locked 38.983261 0 0
27 Locked 38.983261 0 0
28 Locked 38.983261 0 0
29 Locked 38.983261 0 0
30 Locked 38.605377 0 0
31 Locked 38.605377 0 0
32 Locked 38.605377 0 0
33 Locked 38.983261 0 0
34 Locked 38.983261 0 0
35 Locked 38.605377 0 0
36 Locked 38.983261 0 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 41 -1.3 710998174 292



3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 45.5 5120 KSym/sec 64QAM 5
2 39400000 46.3 5120 KSym/sec 64QAM 4
3 46200000 46.8 5120 KSym/sec 64QAM 3
4 53700000 47.3 5120 KSym/sec 64QAM 2


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 6 0
2 US_TYPE_STDMA 0 0 5 0
3 US_TYPE_STDMA 0 0 5 0
4 US_TYPE_STDMA 0 0 5 0


Refresh data
Network Log
Time Priority Description

[carl_pearce]

HUB stats look ok, power levels are a touch low but in spec (-6 to +10 is in spec, 0dBmV being optimal).

A few T3 errors, but nothing to worry about.

The HUB 4 has a bug where the NetworkLog stops populating after a period of time (Mine does it as well!) so not much you can do about that.

Just out of interest if you speed test against two devices at exactly the same time do they still see around the same speed?

[Graham661]

Testing 3 devices at same time in the same room produces this:

iPad Pro = Download 180 / Upload 37.5
iPhone 13 Pro = Download 259 / Upload 21.5
MacBook Pro = Download 149 / Upload 14.1

[carl_pearce]

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@Graham661 wrote:
Testing 3 devices at same time in the same room produces this:

iPad Pro = Download 180 / Upload 37.5
iPhone 13 Pro = Download 259 / Upload 21.5
MacBook Pro = Download 149 / Upload 14.1

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Ok, could you set up a BQM and post the live link?

[Graham661]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4612de7aebda1ad475b811462cc6b46cf1...

[Graham661]

Hi Carl,

I set the BQM up and shared the live link on Sunday.  Not heard back from you?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4612de7aebda1ad475b811462cc6b46cf1...