Sudden drop in speed from 1Gig

[MckeithyB]

I've recently upgraded to 1Gig. Today at 3.45 speeds went from 960Mbps to 3-4

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2c00c80a55e5101696ee5025fb839bf0a0880391-24-06-2021

I reported it, and apparently there's a problem with the modem (hub4) , although I'm not convinced it was even investigated. Anyhow an engineer is booked for Monday.

All the metrics on the modem status look good apart from the docsis 3.1 QAM1024.

Problem in my area (KT5) or genuine problem with the new modem?

Wired connection only.Modem mode. All the usual problem solving steps undertaken.

Cheers

Keith

[MckeithyB]

Yes, the cables are are tight, and I've rebooted.

As it's not 4pm,  things are working fine at the moment.

I'll arrange one for one of the kids to sit next to the hub and let me know the moment it starts to unscrew. 

[John_GS]

Thanks for the sarcasm Keith, very funny.

The reason for the cable tightening check is that if they were not tight, this could lead to noise on the line, or power levels dropping. Please reboot for me and then do a speedtest. 

Let me know how you get on as I genuinely want to ensure this is sorted asap, which presumably you want as well.

Best,

[bobgarb]

So Virgin Media are asking all of their customers with the same problem to check the cable!! Looking at Down detector the problem is at VM's end and it's country wide, it's very unlikely that everyone's coax cable as suddenly become loose 

[John_GS]

Hi bobgarb

Thanks for posting. If you do have an issue, please make your own thread and we'll be happy to assist further 🙂

Best,

[Stormphoenix]

They never even replied to my post on this topic, and i already did all the necessary troubleshooting from my end (cables, reboots, setting checking etc), it is frightening to think that their experts legitimately think that the same very specific service issue affecting numerous people on here is caused by loose cabling at exactly 4pm , for everyone! I get they have a script to follow, but use some common sense cause all it does is infuriate people who are already annoyed at the poor service they are receiving.

The issue is clearly on their end, all we want is the engineers to be aware and an ETA on a fix.

[Barrerayy]

I have the same issue and made a topic, could you take a look please. 

https://community.virginmedia.com/t5/Speed/Really-bad-speeds-for-the-last-couple-days/td-p/4758471

[John_GS]

Hi Stormphoenix

Thanks for posting, please do make your own thread and we'll assist further

Best,

[Stormphoenix]

I did...... three days ago..

https://community.virginmedia.com/t5/Speed/Bad-packet-loss-and-speed-drops-4pm-onwards/td-p/4757627 

[MckeithyB]

To be fair. It would be embarrassing if it was the cable. It's raining outside, and I cant mow the grass & I need this for work tomorrow so...

I'm on 1Gig. not on wifi, and running the Hub in modem only mode. My router is opnsense running on my own server - which is reporting a RTT of 7.8ms to the gateway (wherever that is - new malden, croydon ?)

Modem status pages: https://docs.google.com/spreadsheets/d/12Fe_TWKq6sRFB5Kx48iu1ARvdkx3bNDQtgNg9_ZBwR0/edit?usp=sharing

Couple of speed test results :

https://www.speedtest.net/my-result/d/b136d2dc-9627-48e9-a4e8-01e571a55b6e

https://www.speedtest.net/my-result/d/877cfb4e-b558-49f5-a71f-4cda280abd69

(and finally - Spitfire has been better all along. They must have different arrangements)

https://www.speedtest.net/my-result/d/782623c9-d2e3-4a4d-af86-82dc3ccddde4

Fast.com are at 600Mbps at the moment

As you can see, its not top whack at the moment, but its useable. I'll logon a little after 4 later and post new results.

[John_GS]

Thank you so much for coming back to me, Keith. Okay so the downstream levels are still out of spec which means a tech is needed. 

I shall PM you now to get the details and book this in. There's no need for 4pm speed tests.

Best,