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Jt14
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Teething Issues

Hello all, I am a new customer, only had the service installed a few days ago and would just like to ask if teething issues are a common thing?

I have had other providers before and I know speed can be up and down on a new set up and new location but this is already by the far the most severe I have personally seen.  I am paying for the M100 fiber and when the engineer was here the speed test showed 108Mbps down and 8 Up, but since then I am only getting a fraction of that, since that initial test my connection has peaked at just 13 down and 2 up but 99% of the time it is much lower than that. In fact at the time of typing this speed test puts me at just 3.46 down and the upload is so slow the test connection timed out it wasnt even able to finish.  Infact it is so slow it took me multiple attempts to make this thread because running firefox with just 1 open tab so far is proving to be a challenge.

 

Hoping this is just settling issues and will get better but in the meantime it's so slow that I am very limited in what I can do so if anyone more experienced is able to chime in on this, maybe say if this is to be expected or if this seems like something more going on, I would very much appreciate it.

 

Thank you

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Andrew-G
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Message 2 of 16
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Re: Teething Issues

There can be "teething troubles" on a new connection, but cable doesn't work like the technology Openreach use, so any teething problems require an active intervention by the company to sort out.  With cable, there's no technology settling in period during which performance will improve automatically.    If it worked at first but speeds are erratic, I would hazard a guess that there's a power or noise problem on your cable connection, if that's the case then it should be an easy fix for a field technician.  Phone it in as a fault, see how customer services respond, and use the experience to make an informed decision before your 14 day cancellation window closes. 

When VM works (like most of the time for the majority of customers) it is an excellent service - consistently fast, and with acceptable reliability (and even better if you invest in your own mesh wifi setup).  When things go wrong, usually the company sort it out quickly and easily, but sometimes customer service and communication is very poor, and occasionally faults drag on and on for months.

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Tom_F
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Message 3 of 16
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Re: Teething Issues

Hi @Jt14, thanks for getting in touch. Sorry to hear you've been having problems with your connection since signing up.

 

I wasn't able to run any checks today using your forum details alone, I'm hoping there's been some improvement?

 

If not it would be helpful if you can reply with some data from the hub so we can check for any problems there. If you're unsure how:
In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. If you have a hub 3 when the page loads don't log in but click ‘Check Router Status’. If you have a Hub 4 when the page loads log in and then click ‘Check Router Status’. copy full sets of data onto here from the downstream, upstream, &  network logs pages. Please don’t include personal data or MAC addresses -  if you copy/paste the data the forum software should blank them out for you.

 

Tom

 

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Jt14
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Re: Teething Issues

Hello, unfortuantely its a yes and no to improvements.

I had set exceptions and even tried without my firewall/antivirus running just to try and rule out other things  interfering so I didnt think it was them, but I dont want the hassle of having to change ISP again so I uninstalled my protection completely ( i was using avira) and it has made a difference, but its still not great.

Now speed tests shoot up to around 40 for  a split second and then drop and hover between 15-20 down and anywhere between 2-9 for up ( i know tht the upload isnt bad since my connection has 10 as a max), which is better than I was getting but is still less than half the "guaranteed" speed quoted, also in actual use the internet still seems very slow, I spend more time waiting for videos to buffer than actually watching and anything 720/1080 is still out of the question so I am not sure how much faith to put in the speed test.

 

 

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Jt14
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Re: Teething Issues

As for the information from the hub:

Downstream bonded channels

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

11630000006.640256 qam4
21390000006.540256 qam1
31470000006.440256 qam2
41550000006.540256 qam3
51710000006.840256 qam5
61790000006.640256 qam6
71870000006.838256 qam7
81950000006.540256 qam8
92030000006.540256 qam9
102110000006.540256 qam10
112190000006.540256 qam11
122270000006.440256 qam12
132350000006.140256 qam13
142430000006.140256 qam14
15251000000640256 qam15
162590000005.640256 qam16
172670000005.540256 qam17
182750000005.340256 qam18
19283000000540256 qam19
20291000000540256 qam20
21299000000540256 qam21
223070000004.940256 qam22
233150000004.940256 qam23
243230000004.940256 qam24



Downstream bonded channels

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

1Locked40.3230
2Locked40.3160
3Locked40.9190
4Locked40.9250
5Locked40.3290
6Locked40.3280
7Locked38.9290
8Locked40.3290
9Locked40.9360
10Locked40.3140
11Locked40.9220
12Locked40.3320
13Locked40.3250
14Locked40.9260
15Locked40.3150
16Locked40.3160
17Locked40.3180
18Locked40.9130
19Locked40.9320
20Locked40.3200
21Locked40.3230
22Locked40.9260
23Locked40.9460
24Locked40.3390

 

Upstream bonded channels

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

16030006829.5512064 qam1
23940012629.5512064 qam4
34620007029.5512064 qam3
45370003929.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0010
3ATDMA0020
4ATDMA0020

 

 

Network Log

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Jt14
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Re: Teething Issues

 

Network Log

Time Priority Description

19/04/2021 13:32:5criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=f8xx;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:07:28noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=xx;CMTS-MAC=xxCM-QOS=1.1;CM-VER=3.0;
19/04/2021 05:07:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 22:35:30criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xxCM-QOS=1.1;CM-VER=3.0;
18/04/2021 20:16:31noticeLAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 05:16:49criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 11:40:23noticeLAN login Success;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 05:02:47criticalNo Ranging Response received - T3 time-out;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 17:07:28noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 17:07:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 16:09:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 16:09:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx;CMTS-MAC=xx;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 15:40:57noticeSW download Successful - Via Config file
15/04/2021 15:38:50noticeSW Download INIT - Via Config file
15/04/2021 15:38:41ErrorDisruption during SW download - Power Failure
15/04/2021 15:35:53noticeSW Download INIT - Via Config file

 

Hope this is all right, I got an error about an "invalid HTML was found in the message body" when trying to post this

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Andrew-G
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Message 7 of 16
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Re: Teething Issues

Well done for digging out the hub status data, the problem on your connection is that the upstream power levels are too low, and that's great news because it's normally an easy fix for the field technicians.  Forum staff will be along presently to advise, they'll need your details (by PM, not posted here) to book a technician if that's the way forward.

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Tom_F
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Message 8 of 16
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Re: Teething Issues

Thanks for the help @Andrew-G. The systems we use to run checks are playing up so I'm glad you could help identify that!

 

@Jt14 I've gone ahead and booked the soonest appointment with an engineer - you will find confirmation via your online account (virg.in/myVM) and can reschedule from there if needed.

 

Please let us know how that goes, or if there's anything else we can help with. 

 

Tom

Jt14
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Re: Teething Issues

Ok, thats potentially good news then if it is something that can be addressed.

The appointment is fine with me so I will see how that goes and update this when I can.

 

Thank you both

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Natalie_L
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Message 10 of 16
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Re: Teething Issues

Thank you for confirming. 

 

Please let us know how the visit goes and if we can assist following the appointment.

 

Nat
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