Virgin Media Community

[David199222]

Hi, I recently signed up for the M100 plan as I was moving into a new flat and pleased to be in a building that gets Virgin Media.

However, my girlfriend and I are experiencing excruciatingly slow upload speeds of 0.5mb on average during the daytime (not sure what they are in the evening) which is damaging our ability to work from home as we can't video conference properly (separately - let alone concurrently). Download speeds are approx. 30-40mb on average (so 40% of expected) which I also understand is below what we should be expecting

I've phoned in a few times but always seem to end up at a point where i'm told that my equipment has to be restarted - which I've done - and doesn't seem to have made any difference. 

Getting this sorted is pretty important (we'll find it very difficult to continue in our jobs if we don't) so I'm now wondering if the reality is that I need to shell out for a more expensive plan - or will that even make a difference if this is probably being caused by throttling from everyone working from home?

Alternatively, if the answer is that I need to move to check a different provider - how would I go about that given I am tied into a contract - but the contract speeds are not being honoured?

Any input would be fantastic - conscious it is a bit of a long shot throwing the question up here!

David

[carl_pearce]

---

@David199222 wrote:

Hi, I recently signed up for the M100 plan as I was moving into a new flat and pleased to be in a building that gets Virgin Media.

However, my girlfriend and I are experiencing excruciatingly slow upload speeds of 0.5mb on average during the daytime (not sure what they are in the evening) which is damaging our ability to work from home as we can't video conference properly (separately - let alone concurrently). Download speeds are approx. 30-40mb on average (so 40% of expected) which I also understand is below what we should be expecting

I've phoned in a few times but always seem to end up at a point where i'm told that my equipment has to be restarted - which I've done - and doesn't seem to have made any difference. 

Getting this sorted is pretty important (we'll find it very difficult to continue in our jobs if we don't) so I'm now wondering if the reality is that I need to shell out for a more expensive plan - or will that even make a difference if this is probably being caused by throttling from everyone working from home?

Alternatively, if the answer is that I need to move to check a different provider - how would I go about that given I am tied into a contract - but the contract speeds are not being honoured?

Any input would be fantastic - conscious it is a bit of a long shot throwing the question up here!

David

---

Could you access your router using http://192.168.0.1/ or http://192.168.100.1 for modem mode . You shouldn't need log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs? Please copy/paste this data as text, split between multiple posts (Sometimes you have to click 'Post' twice due to an error message).

Could you please create a BQM (Broadband Quality Monitor) here, and post the live link?

[David199222]

Hi Carl, please see below - thanks!

Downstream bonded channels

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

1	235000000	10.1	38	256 qam	13
2	139000000	12.8	38	256 qam	1
3	147000000	12.5	38	256 qam	2
4	155000000	12	38	256 qam	3
5	163000000	12	38	256 qam	4
6	171000000	11.8	38	256 qam	5
7	179000000	11.4	38	256 qam	6
8	187000000	11	38	256 qam	7
9	195000000	10.9	38	256 qam	8
10	203000000	10.8	38	256 qam	9
11	211000000	10.8	38	256 qam	10
12	219000000	10.6	38	256 qam	11
13	227000000	10.3	38	256 qam	12
14	243000000	10.3	38	256 qam	14
15	251000000	10.5	38	256 qam	15
16	259000000	10.5	38	256 qam	16
17	267000000	10.5	38	256 qam	17
18	275000000	10.1	38	256 qam	18
19	283000000	10.1	38	256 qam	19
20	291000000	10.5	38	256 qam	20
21	299000000	11.3	38	256 qam	21
22	307000000	11.1	38	256 qam	22
23	315000000	11.1	38	256 qam	23
24	323000000	11.3	38	256 qam	24

Downstream bonded channels

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

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

[David199222]

Upstream bonded channels

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

1	25800000	37.8	5120	32 qam	6
2	46200000	38.8	5120	64 qam	3
3	39400000	38.5	5120	32 qam	4
4	32600000	38	5120	64 qam	5

Upstream bonded channels

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

[David199222]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057-b.cm

Primary Downstream Service Flow

SFID	837816
Max Traffic Rate	117000047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	837815
Max Traffic Rate	10500047
Max Traffic Burst	16320
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	BestEffort

[David199222]

Network Log

Time Priority Description

19/11/2020 16:01:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 22:31:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 10:48:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 10:23:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 03:18:26	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 18:52:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 01:15:43	notice	SW download Successful - Via NMS
09/11/2020 01:13:58	notice	SW Download INIT - Via NMS
08/11/2020 05:19:5	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:34:10	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:24:9	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:24:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:24:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:24:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:53	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 15:23:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[carl_pearce]

---

@David199222 wrote:

Hi Carl, please see below - thanks!

Downstream bonded channels

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

1	235000000	10.1	38	256 qam	13
2	139000000	12.8	38	256 qam	1
3	147000000	12.5	38	256 qam	2
4	155000000	12	38	256 qam	3
5	163000000	12	38	256 qam	4
6	171000000	11.8	38	256 qam	5
7	179000000	11.4	38	256 qam	6
8	187000000	11	38	256 qam	7
9	195000000	10.9	38	256 qam	8
10	203000000	10.8	38	256 qam	9
11	211000000	10.8	38	256 qam	10
12	219000000	10.6	38	256 qam	11
13	227000000	10.3	38	256 qam	12
14	243000000	10.3	38	256 qam	14
15	251000000	10.5	38	256 qam	15
16	259000000	10.5	38	256 qam	16
17	267000000	10.5	38	256 qam	17
18	275000000	10.1	38	256 qam	18
19	283000000	10.1	38	256 qam	19
20	291000000	10.5	38	256 qam	20
21	299000000	11.3	38	256 qam	21
22	307000000	11.1	38	256 qam	22
23	315000000	11.1	38	256 qam	23
24	323000000	11.3	38	256 qam	24

Downstream bonded channels

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

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

---

Your downstream power levels, highlighted, are out of spec on all of your channels (-6 to +10 is inspec, 0dB is considered optimal).

[carl_pearce]

---

@David199222 wrote:

Upstream bonded channels

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

1	25800000	37.8	5120	32 qam	6
2	46200000	38.8	5120	64 qam	3
3	39400000	38.5	5120	32 qam	4
4	32600000	38	5120	64 qam	5

Upstream bonded channels

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

---

Two of your four upstream channels are out of spec on the QAM, highlighted.

[carl_pearce]

Both the above issues require an engineer to correct.

[David199222]

Thank you Carl - appreciated. I'll get one organised!