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Speed issues

Hi guys. As you can probably guess, I have some speed issues.

I`ve got the 380 Mbps packake (don`t know the name) and up until 2 weeks ago, the broadband worked just fine, I was even showing off at my friends with my speed.

I can only get up to 38 Mbps in download and strangely enough I can get up to 40 Mbps on upload.

virginspeed.jpgvirginspeed1.jpg

There is no other device conected to the hub.

The speed I either get it via Wifi either via Cat6 cable.

It happens all the time, it`s not like it happens in the morning or in the afternoon.

I have called the support and there was one rude advisor who did everything that I could think of. In the end they decided that there is the time they send an engineer in the morning. However, next morning the engineer didn`t came but I`ve got a text stating that fault has been repaired on the line. NOthing, the broadband was the same.

Tnext few days, nothing changed, I have rebooted the hub so many times and reset it`s settings, nothing changes. Called again adn finally an engineer came and he`s been absolutley fantastic. He changed the Hub twice actually, he did al the checks and he told me that the issues doesn`t stay inside the house or even from the house to the cabine. The issue is from the network to the cabinet.

In a later text he told me that there is "amber" on the line (whatever that means).

I really don`t know what else to do. I have this package for obvious reasons, as I need good speed and I am paying quite a bit for it. However I cannot do my work or use it.

What can I do ? Help me please.

Here are the network logs :

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
323000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online
 

 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1323000000037256 qam24
2139000000-0.437256 qam1
3147000000-0.237256 qam2
4155000000-0.537256 qam3
5163000000-0.737256 qam4
6171000000-0.737256 qam5
7179000000-0.937256 qam6
8187000000-0.737256 qam7
9195000000-137256 qam8
10203000000-1.237256 qam9
11211000000-137256 qam10
12219000000-0.937256 qam11
13227000000-0.737256 qam12
14235000000-1.237256 qam13
15243000000-1.237256 qam14
16251000000-1.437256 qam15
17259000000-1.537256 qam16
18267000000-1.437256 qam17
19275000000-1.437256 qam18
20283000000-0.937256 qam19
21291000000-0.737256 qam20
22299000000-0.237256 qam21
23307000000-0.537256 qam22
24315000000-0.237256 qam23



 

 

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000004.625512064 qam1
2326000004.6512064 qam3



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000

 

 

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxl35016u+voc-b.cm



Primary Downstream Service Flow
SFID62136
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow
SFID62135
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Time Priority Description
01/01/1970 00:02:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2019 09:47:20noticeSW Download INIT - Via Config file
24/08/2019 09:49:49ErrorDisruption during SW download - Power Failure
24/08/2019 09:50:2noticeSW Download INIT - Via Config file
24/08/2019 09:52:50noticeSW download Successful - Via Config file
24/08/2019 10:16:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2019 10:16:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2019 10:16:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2019 10:16:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2019 10:16:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2019 15:04:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Speed issues

Engineer told you there was a network fault so...

As well as the “check service,” weblink at the top of this forum board, there is also a Service Status number 0800 561 0061 which usually tells you of local issues, down to postcode level (that might even not yet be listed on the Service Status web page) that may give you more info. If nothing shows there call it in and see what they say when they test your connection and if possible get a fault reference number.

--------------------
John
--------------------

My 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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Re: Speed issues

On the check service it says that there is no issue in my area.

On the number you provided it says that there is no error in my area.

Speed now is at 200 Mpbs (averaging). Which is not what I signed up for.

Whenever I call the support (and I mean no disrespect, they tell me to do the same things all over again and again and again). I am really frustraded about the whole situation, as you would probably be.

I will try to get a fault reference number from the engineer (so far the only one to give me a stra8 answer).

Thanks !

 

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Re: Speed issues

If you think that you have a BB speed problem, then to check the speeds coming in to your Hub properly, and whether they match what you should be getting, you need to do it this way first.

Make sure your device has a gigabit network card (not a 10/100 one or “limited to that) and has the up to date drivers. Use a new Cat6 ethernet cable (old ones do "fail" and Cat6 is best) to connect it directly to the Hub - which you have put into modem mode (to ensure only your device is connected). Check speeds like that first.
If they are still low - then, boot up your device into "safe mode with networking" (to disable any software on it that could be limiting speeds). Run the tests at speedtest.net (try on x2 VM servers) on 2 different browsers one of which is a fresh download of one you haven’t previously used (e.g. Firefox, Opera, Safari etc - there are several reports on here of certain browsers causing speed issues).

Try that and report back what you get.

--------------------
John
--------------------

My 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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Re: Speed issues

Hi. I have done exactly that, as you have instructed.

My speeds are fluctuating all the time. No matter what I am using, Chrome or IE, Edge or Firefox , I am still getting between 39 to to 240 maximum. Only once I managed to get 450 and once 700 Mbps (which is sweet if I manage to have it constantly).

I am working in IT and I kinda know what I am doing. The network card on my laptop is Intel(R) Wireless-AC 9560 160MHz and I always get great speeds over it. It is working in a/b/g mode.

Using the cable, via the thunderbolt port  which we all know how fast it is it still gives me the fluctuation.

And if this wasn`t enough, I used a laptop with a proper network card.

THe same fluctuations are present.

I don`t think it`s a inside network problem. Inside my network everything is fine. From me to the cabinet, tested with the engineer, everything is fine. THe issue is outside the cabinet to the virgin network.

If only you could see my face ....

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Re: Speed issues

Hi Teotutulan,

 

Thank you for your post. We are very sorry to hear you have been experiencing inconsistent speeds and performance, we would certainly like to investigate this further for you. This will require a private message in order to investigate this further. I will follow up right away.

 

Many thanks,

 

Louis

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Re: Speed issues

The engineer came. Exactly my suspicion. There is congestion on the network. Nothing to do with my equipment or my cable or anything like that.

He changed everything and done all the testing. He was getting the same speeds as I did. Congestion on the network he said.

Will call virgin today to cancel the contract as they're not providing the service that I am paying for.

 

 

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