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ideeks
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Message 1 of 26
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VERY slow download and upload speeds

I've had nothing but trouble since upgrading from 100MB to the 350MB package - I seem to be getting even slower download speeds than when I was on 100MB. Averaging around 4-7MB at the moment.

I have tried to call Virgin Media, but I can't get through - Its an absolute disgrace, there are people working from home and of course rely heavily on their access to broadband. I really want someone to deal with this issue. Failing to do so I will cancel my contract.

How on earth can we get anything fixed/sorted when you just hang up each time we call?


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conman33158
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Message 2 of 26
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Re: VERY slow download and upload speeds

What speed do you get on https://speedtest.samknows.com/ with direct wired connection from PC/Laptop to router using a Cat 5e cable or better with a 1Gbps Ethernet capable network card?

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ideeks
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Message 3 of 26
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Re: VERY slow download and upload speeds

Hi,

With a wired connect from laptop to Hub I get 34.8Mb which really is poor for a 350Mb connection. I know I won't ever get the full 350, but I should be getting beyond 180Mb on average.

I have rebooted the Hub, I have even factory reset the Hub... 

I need Virgin to look into this as its really driving me crazy... I can't work outside of the backroom as the further I go away from the Hub of course the poorer the connectivity (WiFi)SpeedTest1.PNG 

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conman33158
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Message 4 of 26
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Re: VERY slow download and upload speeds

Is the cable your using a Cat 5e or better cable direct from the PC/Laptop to the router?

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ideeks
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Message 5 of 26
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Re: VERY slow download and upload speeds

Its Cat 5e - direct from laptop into Hub port 4

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conman33158
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Message 6 of 26
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Re: VERY slow download and upload speeds

Can you please upload your router stats

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on:

Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again. You can use more than one post for each item if needed.

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screen grabs

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Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
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conman33158
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Message 7 of 26
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Re: VERY slow download and upload speeds

Can you also please set up a Broadband Quality Monitor (BQM) at thinkbroadband.com.

Post a 'Live Link' to your BQM on here asap.

Under your graph you just created Click (Share Live Graph) then click generate.

Copy the text in the Direct Link box and paste it on here

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Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
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ideeks
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Re: VERY slow download and upload speeds

Downstream bonded channels

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

14027500000.438256 qam30
22027500000.736256 qam9
32107500000.736256 qam10
4218750000036256 qam11
52267500000.536256 qam12
6234750000-0.536256 qam13
72427500000.236256 qam14
8250750000-0.736256 qam15
9258750000036256 qam16
10266750000-0.736256 qam17
11274750000-0.236256 qam18
12282750000-0.736256 qam19
13290750000036256 qam20
14298750000-0.236256 qam21
153067500000.237256 qam22
16314750000037256 qam23
173227500000.537256 qam24
183307500000.237256 qam25
193707500000.738256 qam26
20378750000038256 qam27
213867500000.738256 qam28
223947500000.238256 qam29
23410750000-0.438256 qam31
24418750000038256 qam32

 

Upstream bonded channels

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

14620000045.5512064 qam1
22579995744.8512032 qam4
33260000045512064 qam3
43940000045.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID751150
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID751149
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

26/01/2021 16:13:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 13:44:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 14:21:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 20:24:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 20:24:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 20:24:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 19:23:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 11:14:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 04:48:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 21:38:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 17:21:57ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 07:46:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 02:47:33Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 02:47:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 02:47:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 02:47:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 02:47:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 02:47:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 02:37:21Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 02:37:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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ideeks
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Message 9 of 26
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Re: VERY slow download and upload speeds

https://www.thinkbroadband.com/broadband/monitoring/quality/share/72e802ad548e08491922e8d820c7320bc2c71976
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conman33158
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Message 10 of 26
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Re: VERY slow download and upload speeds

14620000045.5512064 qam1
22579995744.8512032 qam4
33260000045512064 qam3
43940000045.3512064 qam2

 

One of your upload streams should be 64 QAM but this wouldn't affect the downstream that much, you also have a few errors on your network log but nothing major.

It will maybe become a bit clearer when your BQM runs for a while, typical overnight

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Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158