Virgin Media Community

[nennolello]

Hi All,

I am kind of desperate because no matter how many time I call VM and no matter what I do I cannot resolve this issue. Until last year my M100 was perfect with speed test reporting 114Mb download and +/-9Mb upload.

Due to Cancer treatments I was forced to stay abroad and since I am back I found my connection is awful ( Broadband and Computer were always on while I was away ).

I am now getting 40/45Mb download on average and between 0.5 to 3Mb in upload. It gets worst during working hours and the upload speed rarely recover significantly. I called the customer service and so far this is what I have been told ( and didn't solve my issue 😞

- They sent the signal to the router -> didn't do anything other than noticing that downstream is better when the hub is in router mode but it seems to be a common problem recently to many other users

- Better to keep the Hub in Router mode -> I always had my hub in modem mode since I know what I am doing and I prefer to have my business grade equipment to handle my home network and my wifi.

- They cannot get the statistics of your line -> Surely this means something is not right ?

 They seems to do not find anything wrong with my router ( at least this is what customer service keep telling me ) and the only thing they have done is to put me under monitoring for 30days.
The only problem with the above is that by reading the email I received if they don't find anything ( remotely ) this is the only OFFER I get: "If we can’t fix it within 30 days, we’ll let you know by email and you’ll be eligible to end your agreement immediately with no early disconnection fees to pay."

I just want to have a decent connection and I am happy to provide any further details to whoever can help me out. 

Thank you so much guys

[nennolello]

Just to provide a bit more info:
DOWNSTREAM

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

1	138750000	-1.2	38	256 qam	1
2	146750000	-1.5	38	256 qam	2
3	154750000	-1.4	38	256 qam	3
4	162750000	-1	38	256 qam	4
5	170750000	-1.2	38	256 qam	5
6	178750000	-1	38	256 qam	6
7	186750000	-0.7	38	256 qam	7
8	194750000	-1	40	256 qam	8
9	202750000	-1.4	38	256 qam	9
10	210750000	-1.4	38	256 qam	10
11	218750000	-1.7	38	256 qam	11
12	226750000	-2	38	256 qam	12
13	234750000	-2.4	38	256 qam	13
14	242750000	-3.4	38	256 qam	14
15	250750000	-2.9	38	256 qam	15
16	258750000	-3.4	38	256 qam	16
17	266750000	-3	38	256 qam	17
18	274750000	-3.2	38	256 qam	18
19	282750000	-2.7	38	256 qam	19
20	290750000	-2.4	38	256 qam	20
21	298750000	-2.4	38	256 qam	21
22	306750000	-2.4	38	256 qam	22
23	314750000	-2.7	38	256 qam	23
24	322750000	-2	38	256 qam	24

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

1	Locked	38.9	4964	6916
2	Locked	38.9	1502	0
3	Locked	38.9	0	0
4	Locked	38.9	6	0
5	Locked	38.6	0	0
6	Locked	38.9	0	0
7	Locked	38.9	18	0
8	Locked	40.3	5	0
9	Locked	38.9	6	0
10	Locked	38.9	4	0
11	Locked	38.9	3	0
12	Locked	38.9	5	0
13	Locked	38.6	3	0
14	Locked	38.6	0	0
15	Locked	38.9	11	0
16	Locked	38.9	7	0
17	Locked	38.9	13	0
18	Locked	38.6	0	0
19	Locked	38.9	7	0
20	Locked	38.9	5	0
21	Locked	38.9	6	0
22	Locked	38.6	6	0
23	Locked	38.9	0	0
24	Locked	38.6	0	0

UPSTREAM

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

1	39400000	47	5120	64 qam	2
2	46200000	47.5	5120	64 qam	1
3	32600000	46.8	5120	64 qam	3
4	25800000	46	5120	64 qam	4

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Thank you so much all

[Kath_F]

Hi nennolello, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you've been having an issue with the speed of your broadband connection. 

When it comes to speeds, the checks we run need to be with the Hub and any third party equipment disconnected from it. I'm happy to take a look in to things further for you but I've been unable to locate your account via your forum credentials. I will need to confirm some information with you in order for me to proceed with checks.

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi nennolello,

Thanks for coming back to me via private message with your information. 

I have taken a look at the account and checked the Hub over. All stats are looking good and there are no issues showing in the area either. 

As you've mentioned things are usually fine when the hub is in normal mode, can you try testing the connection when in Modem mode and connected directly to a PC/Laptop? 

Make sure the ethernet cable to are using a a cat 6 and also ensure your network card is not set to 100mb. 

Pop back and let us know how things go. 

Thanks, 

[Adduxi]

To monitor your circuit you will need to setup a BQM here  www.thinkbroadband.com/ping

This will monitor and record your circuit so you will have a picture of how it is performing.   If you are swapping between Router and Modem modes, you will need to update the monitor with the correct WAN IP addresses to keep it working.

[nennolello]

Hi Kath,

Values are not fine even in normal router mode since during “working” hours (8-18) upload start to decrease down to 0.8/0.4 mbit. 

I got an internet monitoring set up on my raspberry pi, I’ll take a screenshot and upload the graph to show you.

thanks

[nennolello]

These are the values for speedtest in the last 24h ( with the hub in normal/router mode ). All test are than via wired cable so there's no WIFI speed involved here. 

As you can see Upload started to decrease again to levels ( upload ) that are just not right.

[Carley_S]

Hi @nennolello,

Thank you for providing this information. I have taken another look at our systems and there are no power level issues and everything looks in spec at our end within the area. Is this issue just on your upload speeds or you see any issues on download as well? 

[nennolello]

Hi @Carley_S,

As you can see from my attachment in the last two days things are started to look better ... aside from the fact that the connection is still not stable, I'll explain:

Now that upload and download are good I am still experiencing random latency in loading sites, video and audio calls sometime dropping etc. The reason seems to be internal to VM in the sense that it takes a lot of time for a request to exit VM and only once it's out the request lands normally and fast.

Ping is good but if you do a traceroute you can see that it takes a lot of time in the first few hops ( Ex. Hub to VM Server, VM Server to another VM Server ). DNS is not the culprit as it happens regardless of the DNS you are going to use ( VM ones, GoogleDNS, Cloudfire, etc. ) so my two cents are on to the fact that there must be somewhere some kind of misconfiguration along the line within VM.

PS: Wifi has nothing to do with it because all my tests are conducted via ethernet cable.

I understand it might be too technical and/or hard to narrow down but this is now want is preventing me from having a decent experience.

traceroute to google.com (142.250.178.14), 30 hops max, 60 byte packets
 1  192.168.0.1 (192.168.0.1)  2.387 ms  3.256 ms  3.736 ms
 2  * * *
 3  popl-core-2b-ae27-0.network.virginmedia.net (62.255.161.125)  20.505 ms  20.690 ms  23.600 ms
 4  * * *
 5  eislou2-ic-4-ae0-0.network.virginmedia.net (62.254.59.130)  30.224 ms  29.091 ms  29.660 ms
 6  m422-mp2.cvx3-a.ltn.dial.ntli.net (213.104.85.166)  44.633 ms  18.540 ms  24.069 ms
 7  * * *
 8  108.170.246.161 (108.170.246.161)  29.765 ms 108.170.234.230 (108.170.234.230)  30.538 ms  30.032 ms
 9  108.170.246.176 (108.170.246.176)  24.124 ms 142.250.215.125 (142.250.215.125)  19.746 ms 108.170.246.144 (108.170.246.144)  22.944 ms
10  209.85.143.67 (209.85.143.67)  22.826 ms lhr48s27-in-f14.1e100.net (142.250.178.14)  13.868 ms 216.239.58.179 (216.239.58.179)  19.594 ms

 

[nennolello]

Hi All,
Connection keep freezing for few seconds so that any kind of call/videocall drop, sometime I need to wait 5/10 sec to load a web page etc.

As suggested from @Adduxi I tried to setup a broadband monitor, hope it will help.

Thanks all