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Speed way below M350 subscription

Our internet speed has been steadily declining, and now running an average download speed of 25-50 mbps. After restarting the router, we can sometimes get up to 100-150 mbps - but it is very, very far from the advertised average download speed of 362 mbps.

From the same devices (laptop and Ipad), I easily get +50mbps via my Iphone Vodafone 4g subscription.

What do i do to get this rectified from Virginmedia ? It is not workable for my work with loads of Teams and Zoom calls a week to constantly have speed issues.

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Re: Speed way below M350 subscription

Hello
Thank for joining in on the forum, we will try the best to get your issue resolved.

How are you doing the speedtest is it either wired or wireless, wired is always the best option. All VM will guarantee is the speed to the hub, wireless speeds can vary depending on lots of variables, like environment, device, noise from other wireless devices etc.

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

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Re: Speed way below M350 subscription

Thanks Mike.

Understand the guarantee is the speed to the router, and wifi will take some of the speed down. But it does not seem reasonable that the speed on the best day is less than half - and that i most of the time will have better speed on 4G. I have checked all cables to the router, restarted the router, etc. Speed is clearly better after restarting the router, but it is still less than half of the 350mbps in the package, and i measure it in the morning before anyone else is online in the house. There are no general service issues in the area. 

I have pasted the items you mentioned below. Any help is really appreciated.

Martin.

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Re: Speed way below M350 subscription

 
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
32600043
Locked
Provisioning State
Online
 
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Re: Speed way below M350 subscription

Downstream bonded channels

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

1Locked38.6291
2Locked38.6320
3Locked38.9314
4Locked38.6262
5Locked38.94014
6Locked38.92317
7Locked38.92921
8Locked38.62422
9Locked38.93217
10Locked40.33821
11Locked40.32820
12Locked38.92216
13Locked38.63218
14Locked38.92018
15Locked38.6282
16Locked38.9248
17Locked38.92518
18Locked38.91216
19Locked38.9217
20Locked38.660
21Locked38.9218
22Locked38.62111
23Locked38.6380
24Locked38.61917

 

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Re: Speed way below M350 subscription

Upstream bonded channels

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

13260004344.8512064 qam5
23940000444.8512064 qam4
34620001944.8512064 qam3
45370002444.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Downstream bonded channels

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

1402750000-1.238256 qam30
22027500002.238256 qam9
32107500002.238256 qam10
42187500002.238256 qam11
52267500002.238256 qam12
62347500002.238256 qam13
7242750000238256 qam14
82507500001.738256 qam15
92587500001.738256 qam16
102667500001.740256 qam17
112747500001.540256 qam18
122827500001.438256 qam19
132907500001.238256 qam20
14298750000138256 qam21
153067500000.738256 qam22
163147500000.538256 qam23
17322750000038256 qam24
18330750000038256 qam25
19370750000038256 qam26
20378750000-0.238256 qam27
21386750000-0.538256 qam28
22394750000-0.938256 qam29
23410750000-1.538256 qam31
24418750000-1.538256 qam32



 

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Re: Speed way below M350 subscription

Network Log

Time Priority Description

19/10/2020 09:52:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 09:49:45Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 09:23:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 08:09:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 17:15:25noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 17:15:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 05:56:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 10:13:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 01:58:0noticeSW download Successful - Via NMS
15/10/2020 01:56:27noticeSW Download INIT - Via NMS
14/10/2020 03:49:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 23:07:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 08:30:50noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/10/2020 08:30:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 07:41:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 15:55:46Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 10:14:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 20:30:50noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 20:30:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
834ncxv9873254k;fg87dsfd;



Primary Downstream Service Flow

SFID4419
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID4416
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Re: Speed way below M350 subscription

Hello

Checking over your stats and there is nothing of any concern.

With wireless will depend on what frequency the device is connected too 2.4ghz will give the best range but is slower, I get approx 60mbps but can drop lower and then 5ghz range is less but it is faster on that one I get around 150mbps.

Unlike BT VM will not resolve wireless signal issue, it isn't a service that they offer.

Have look at https://community.virginmedia.com/t5/Digital-life/WiFi-Wins/ba-p/3958523 for some help on wireless, as well as https://community.virginmedia.com/t5/Networking-and-WiFi/UNDERSTANDING-KEY-ASPECTS-OF-WiFi/td-p/3870...

Regards Mike

 

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Re: Speed way below M350 subscription

Thanks Mike.

Really appreciate your help. I tried with the Apple TV that was plugged in Ethernet, and that did, actually, achieve 360 mbps. My devices are on 5ghz wifi connection to the router, but somehow, with 5 meters to the router in the same room i am only getting 35mbps on my laptop.

Surely that must be a router problem ? 

I am not in the mood to pull an Ethernet cable from the Router in the living room up the stairs to my office upstairs...

Martin. 

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