Menu
Reply
  • 42
  • 0
  • 3
On our wavelength
769 Views
Message 11 of 35
Flag for a moderator

Re: V.VIP 500mbps issue

https://www.thinkbroadband.com/broadband/monitoring/quality/share/049cb23d280ec594ce1c0c285748770591... Wow, it gone terrible........... Speed via Ookla PING ms 12 DOWNLOAD Mbps 19.70 UPLOAD Mbps 2.08
0 Kudos
Reply
  • 42
  • 0
  • 3
On our wavelength
670 Views
Message 12 of 35
Flag for a moderator

Re: V.VIP 500mbps issue

Am having to use my mobile connection tethered to my laptop to post this................. My Broadband Ping - 500 virginshttps://www.thinkbroadband.com/broadband/monitoring/quality/share/049cb23d280ec594ce1c0c285748770591... Do I have 14 days to decide that it's not fit for purpose ? (only installed on tuesday), like many I work from home and need a good connection, will have to go back to Fibre if it's going to be like this unfortunately.
0 Kudos
Reply
  • 3.78K
  • 214
  • 576
Community elder
758 Views
Message 13 of 35
Flag for a moderator

Re: V.VIP 500mbps issue

That last speedtest looks more like a poor WiFi connection than an ethernet one. 

You really do need a visit to get it sorted, but the modem stats are good which is going to make it difficult to persuade the jobsworth on the phone.

I think your best hope is for one of the forum staff to take an interest. 

0 Kudos
Reply
  • 42
  • 0
  • 3
On our wavelength
729 Views
Message 14 of 35
Flag for a moderator

Re: V.VIP 500mbps issue

But how can it get this bad ? It was only installed on tuesday ?

0 Kudos
Reply
  • 3.78K
  • 214
  • 576
Community elder
702 Views
Message 15 of 35
Flag for a moderator

Re: V.VIP 500mbps issue

It may have been wrong since it was connected. 

0 Kudos
Reply
  • 1.44K
  • 87
  • 274
Forum Team
Forum Team
656 Views
Message 16 of 35
Flag for a moderator

Re: V.VIP 500mbps issue

Hi Roboraver7,

 

Welcome to the forums and thank you for posting. I'm really sorry that you've been experiencing issues with your broadband service since joining us recently. Thank you to those who have already provided some great information and advice 🙂

 

I've had a look at the backend of your services and can confirm that there was an SNR fault raised in your area on 21st May. This is logged under reference F007129297 with an estimated fix time of 9:30am on 29th May. It's likely that this area issue is the cause of your lower than expected speeds, although I can assure you that our team are working to resolve this as soon as possible.

 

Thanks,

Rachael

0 Kudos
Reply
  • 42
  • 0
  • 3
On our wavelength
653 Views
Message 17 of 35
Flag for a moderator

Re: V.VIP 500mbps issue

Thank you all, speeds have been slowly climbing and although no where near the expected speeds it's acceptable so will wait until the works are completed.

0 Kudos
Reply
  • 42
  • 0
  • 3
On our wavelength
431 Views
Message 18 of 35
Flag for a moderator

Re: V.VIP 500mbps issue

Can someone explain why the internet speeds for upload and download grinds to a halt between 7pm and 12am ?

Broadband Quality Monitor is showing many lost packets ?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/b034658db753acbd742e42462788532349...

0 Kudos
Reply
  • 42
  • 0
  • 3
On our wavelength
378 Views
Message 19 of 35
Flag for a moderator

Re: V.VIP 500mbps issue

Our Area 21 had works apparently completed yesterday but I am only getting 90 download and 35 upload, do these modem stats look OK ? do I just now need to wait until a switch is turned on at the back-end from Virgin ?

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

330750000

3.2

38

256 qam

25

2

266750000

2

38

256 qam

17

3

274750000

2.4

38

256 qam

18

4

282750000

2.7

38

256 qam

19

5

290750000

2.7

38

256 qam

20

6

298750000

2.7

38

256 qam

21

7

306750000

3.2

38

256 qam

22

8

314750000

3

38

256 qam

23

9

322750000

3.4

38

256 qam

24

10

370750000

3

38

256 qam

26

11

378750000

2.5

38

256 qam

27

12

386750000

2.2

38

256 qam

28

13

394750000

2.5

38

256 qam

29

14

402750000

2.5

38

256 qam

30

15

410750000

2.7

38

256 qam

31

16

418750000

2.2

38

256 qam

32

17

426750000

2.4

38

256 qam

33

18

434750000

2.2

38

256 qam

34

19

442750000

2.2

38

256 qam

35

20

450750000

2.2

38

256 qam

36

21

458750000

2.4

38

256 qam

37

22

466750000

2.2

38

256 qam

38

23

474750000

2.5

38

256 qam

39

24

482750000

2.5

38

256 qam

40




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

0

0

2

Locked

38.9

0

0

3

Locked

38.9

5

0

4

Locked

38.6

4

0

5

Locked

38.9

4

0

6

Locked

38.9

1

0

7

Locked

38.9

5

0

8

Locked

38.9

5

0

9

Locked

38.6

5

0

10

Locked

38.9

0

0

11

Locked

38.9

6

0

12

Locked

38.9

0

0

13

Locked

38.9

6

0

14

Locked

38.9

6

0

15

Locked

38.9

5

0

16

Locked

38.6

0

0

17

Locked

38.9

6

0

18

Locked

38.9

4

0

19

Locked

38.9

5

0

20

Locked

38.6

5

0

21

Locked

38.9

7

0

22

Locked

38.9

4

0

23

Locked

38.9

5

0

24

Locked

38.9

5

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

4.775

5120

64 qam

4

2

46200000

4.775

5120

64 qam

3

3

32600000

4.75

5120

64 qam

5

4

25800258

4.775

5120

64 qam

6




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

11/02/2020 12:00:27

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 12:00:27

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 12:00:27

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 12:00:27

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 12:00:30

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 12:00:31

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 12:00:31

Warning!

Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 12:03:34

notice

NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 12:04:31

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 12:05:20

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 20:05:11

notice

LAN login Success;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/02/2020 19:17:31

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

13/02/2020 17:47:31

notice

SW Download INIT - Via Config file

13/02/2020 17:50:14

notice

SW download Successful - Via Config file

14/02/2020 04:51:7

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

14/02/2020 16:03:34

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

15/02/2020 15:30:45

critical

No Ranging Response received - T3 time-out;CM-MAC=:13;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

17/02/2020 04:17:29

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

17/02/2020 22:53:26

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

20/02/2020 02:46:53

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

 

BQM link is here:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/fc9941bb81bde6463bc5a015ee0faa79a6...

 

Thanks !!

 

0 Kudos
Reply
  • 4.06K
  • 191
  • 320
Forum Team
Forum Team
377 Views
Message 20 of 35
Flag for a moderator
Helpful Answer

Re: V.VIP 500mbps issue

Hi Roboraver7

 

Thanks for your posts on our Community Forums!

 

I've looked at the stats of your hub using our software and it all appears to be within spec.

 

What I have noticed is that we're currently experiencing an outage that has been running from 11/02 at 14:18 until 20/02 10:05

 

To keep up to date with the outage, please keep an eye on the service status checker - http://virg.in/service or call our Service Status Line 0800 561 0061 for an update

 

As it stands, I would advise rebooting your hub at approx 11am and run another speed test with an Ethernet connection and the hub in modem mode to see if we can get you the speed of 500mb download

 

Thanks

 

David_Bn