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Unacceptably low speed

Good morning

It's been nearly one week that I've had a download speed that is absolutely unacceptable.

I am an Ultimate customer (500Mbit) and my download speed is about 

Given that I pay 146 pounds for this service every month,it is clear that this situation must be resolved.

The result shown above is obviously without any additional connections and via cable directly connected to hub 3.

I also attach the downstream router status

Canale frequenza (Hz) Potenza (dBmV) SNR (dB) Modulazione ID canale

1139000000-3.537256 qam1
2147000000-4.735256 qam2
3155000000-5.235256 qam3
4163000000-5.436256 qam4
5171000000-5.535256 qam5
6179000000-5.737256 qam6
7187000000-6.237256 qam7
8195000000-6.437256 qam8
9203000000-637256 qam9
10211000000-637256 qam10
11219000000-636256 qam11
12227000000-5.737256 qam12
13235000000-5.737256 qam13
14243000000-5.737256 qam14
15251000000-5.738256 qam15
16259000000-5.737256 qam16
17267000000-5.737256 qam17
18275000000-5.938256 qam18
19283000000-5.738256 qam19
20291000000-5.937256 qam20
21299000000-5.737256 qam21
22307000000-637256 qam22
23315000000-6.237256 qam23
24323000000-6.537256 qam24



Canali collegati in downstream

Canale Stato blocco SNR (dB) Pre RS Errors Post RS Errors

1Locked37.68497820
2Locked35.7656714752245774
3Locked35.7138938670610919436
4Locked36.1144870197515815238
5Locked35.712180083369484146
6Locked37.33237758286533
7Locked37.3115774671418
8Locked37.3255947190
9Locked37.62145690325
10Locked373042782851678
11Locked36.657747560
12Locked37.3875401347
13Locked37.3152735
14Locked37.32610
15Locked38.64062
16Locked37.6850
17Locked37.6420
18Locked38.6470
19Locked38.6450
20Locked37.3320
21Locked37.3380
22Locked37.61290
23Locked37.3900
24Locked37.3620

(menu in Italian as I am Italian)

Please advise on steps to bring the service to its expected level of quality.

Regards

 

 

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Message 2 of 11
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Re: Unacceptably low speed

Hello

Looking at the stats you have posted and can see an issue where there is a huge amount of post RS errors, this can be caused by noise on the line, so in that case please go around and check that all coaxial connections to all VM equipment are finger tight, as well as checking for any damage or large bends to the coaxial cable.

After that power off the hub for 30 secs and then back on, wait for the lights to stabilize and then test again.

As long as there are no local issues can do this by click top right where it says "Check Service Status" or call 0800 561 0061.

If after all that and the issue isn't resolved then either call in on 150 may have to waut to be answered or wait for a VM staff member to pick up the post.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 3 of 11
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Re: Unacceptably low speed

Done everything you ask me to do including the service status, strangely around 30% jump directly to 100% saying everything fine.

Canale frequenza (Hz) Potenza (dBmV) SNR (dB) Modulazione ID canale

1139000000-3.537256 qam1
2147000000-4.736256 qam2
3155000000-5.236256 qam3
4163000000-5.436256 qam4
5171000000-5.535256 qam5
6179000000-5.537256 qam6
7187000000-637256 qam7
8195000000-6.437256 qam8
9203000000-637256 qam9
10211000000-5.937256 qam10
11219000000-637256 qam11
12227000000-5.737256 qam12
13235000000-5.737256 qam13
14243000000-5.737256 qam14
15251000000-5.738256 qam15
16259000000-5.738256 qam16
17267000000-5.738256 qam17
18275000000-5.738256 qam18
19283000000-5.738256 qam19
20291000000-5.737256 qam20
21299000000-5.537256 qam21
22307000000-637256 qam22
23315000000-6.237256 qam23
24323000000-6.437256 qam24



Canali collegati in downstream

Canale Stato blocco SNR (dB) Pre RS Errors Post RS Errors

1Locked37.910
2Locked36.633684671334
3Locked36.6572006122517
4Locked36.3664843666163
5Locked35.7620034957436
6Locked37.67484940
7Locked37.31287430
8Locked37.6102070
9Locked37.3341280
10Locked37.616289233
11Locked37.3248520
12Locked37.3264470
13Locked37.360
14Locked37.350
15Locked38.670
16Locked38.650
17Locked38.650
18Locked38.640
19Locked38.950
20Locked37.660
21Locked37.360
22Locked37.660
23Locked37.660
24Locked37.600
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Message 4 of 11
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Re: Unacceptably low speed

You need a tech visit to sort the connection issue. Either call it in or wait on here for a few days until a VM person picks this thread up and offers help

--------------------
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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Message 5 of 11
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Re: Unacceptably low speed

Thank you
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Message 6 of 11
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Re: Unacceptably low speed

Hi Sultano,

 

Thanks for posting here.

 

I'm sorry that you're not getting the speeds you'd expect from us. I will need to look into this further for you via a private message, which I will send over in a few moments, so that we can clear account security and look into the problem.

 

I will pop over a private message in a few moments, please reply and we can get this looked into further.

 

Regards

Steven_L  

 

 

 

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Message 7 of 11
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Re: Unacceptably low speed

Thank you for your help Steven
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Message 8 of 11
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Re: Unacceptably low speed

Dear Steven,

the Virgin technician (Richard) makes me happy, after his check, in 5 minutes.

He simply swapped the attenuator from 6 to 3 db.

 

Canale frequenza (Hz) Potenza (dBmV) SNR (dB) Modulazione ID canale

11390000002.538256 qam1
21470000001.538256 qam2
31550000000.938256 qam3
41630000000.738256 qam4
51710000000.738256 qam5
61790000000.538256 qam6
7187000000038256 qam7
8195000000-0.238256 qam8
92030000000.238256 qam9
102110000000.238256 qam10
112190000000.238256 qam11
122270000000.438256 qam12
132350000000.538256 qam13
142430000000.538256 qam14
152510000000.538256 qam15
162590000000.738256 qam16
172670000000.738256 qam17
182750000000.538256 qam18
192830000000.738256 qam19
202910000000.738256 qam20
21299000000137256 qam21
223070000000.538256 qam22
233150000000.237256 qam23
24323000000037256 qam24



Canali collegati in downstream

Canale Stato blocco SNR (dB) Pre RS Errors Post RS Errors

1Locked38.61040
2Locked38.615160
3Locked38.627392761
4Locked38.93490690
5Locked38.657730
6Locked38.62850
7Locked38.6970
8Locked38.9690
9Locked38.6550
10Locked38.61010
11Locked38.6590
12Locked38.6550
13Locked38.6320
14Locked38.6500
15Locked38.9520
16Locked38.6650
17Locked38.9320
18Locked38.9270
19Locked38.9220
20Locked38.6130
21Locked37.6140
22Locked38.6210
23Locked37.6290
24Locked37.6370

 

What can I say, thank you very much indeed for your help.

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Re: Unacceptably low speed

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Re: Unacceptably low speed

That's lovely to see the speed test showing 534 and 36 upload, I hope that is the last of your problems with speeds and of course everything else.

 

Regards

Steven_L 

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