on 27-03-2020 07:21
Hi,
For the past week my download and upload speeds have fluctuated hugely. My upload during the day is very slow, anywhere between 0.2Mbps and 1.2Mbps. I'm trying to work from home and the upload is dropping conference calls etc and making it very difficult to work. This is both on wired and wireless connections, I've complete a hard reset of the router etc. I used the help messaging and the only response I got (after 24 hours) was to hard reset the router which I'd already done. No further replies.
I've called VM 4 times, disconnected after 30+ minutes 3 times and finally got through to someone. They told me I had received a speed upgrade and to complete another hard reset of my router. I did say that I was dubious that this would resolve the issue but completed nonetheless. Still the same issues during the day. It's fine first thing this morning but I know that come 9am it will slow to a crawl again.
Is this a backend capacity issue within VM or a localised issue? I'm in the Cambridge area.
Thanks
Answered! Go to Answer
on 02-04-2020 11:22
Thanks to you both. As mentioned, I have already installed the new hub3 and the stats posted are from that. I'll send you a PM Keith.
on 03-04-2020 07:14
Hello, I've been having exactly the same problem since our broadband was installed 3 weeks ago. An engineer came and changed the Hub (Hub 3) but hasn't made a difference.
Has your problem been resolved now? I want to try the same as you and open up my own thread but wanted to see if it's worth it first...
Any tips from you?
on 03-04-2020 09:52
@hugoregg wrote:Hello, I've been having exactly the same problem since our broadband was installed 3 weeks ago. An engineer came and changed the Hub (Hub 3) but hasn't made a difference.
Has your problem been resolved now? I want to try the same as you and open up my own thread but wanted to see if it's worth it first...Any tips from you?
@hugoregg While you may have similar symptoms the cause of your issue may not be the same as the one on this thread as many different things can cause speeds to slow. I recommend you create your own thread and post as much information as possible in that thread just as @garrycav has done here.
______________________
Scott
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
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on 03-04-2020 13:12
Thanks very much Scott I've just done so:
https://community.virginmedia.com/t5/Speed/Very-slow-download-and-upload-speed/m-p/4195875#M223580
on 06-04-2020 12:03
An update on my issue.
The engineer did come out on Sat and adjust the power levels. He said he had adjusted them but was unable to get the correct power on all downstream channels and it would require another visit. I've posted my current downstream and upstream data below.
For my own info, can someone tell me what the power levels for both upstream and downstream should be? My upload speeds are still really bad (<0.5Mbps).
Thanks
Garry
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 323000000 | 5.9 | 35 | 256 qam | 24 |
2 | 203000000 | 4.5 | 34 | 256 qam | 9 |
3 | 211000000 | 3.7 | 34 | 256 qam | 10 |
4 | 219000000 | 3.5 | 34 | 256 qam | 11 |
5 | 227000000 | 2.9 | 33 | 256 qam | 12 |
6 | 235000000 | 2.2 | 33 | 256 qam | 13 |
7 | 243000000 | 1.4 | 33 | 256 qam | 14 |
8 | 251000000 | 1 | 33 | 256 qam | 15 |
9 | 259000000 | 2.4 | 33 | 256 qam | 16 |
10 | 267000000 | 3.7 | 34 | 256 qam | 17 |
11 | 275000000 | 3.7 | 34 | 256 qam | 18 |
12 | 283000000 | 3.9 | 34 | 256 qam | 19 |
13 | 291000000 | 4.1 | 34 | 256 qam | 20 |
14 | 299000000 | 4.5 | 34 | 256 qam | 21 |
15 | 307000000 | 4.9 | 35 | 256 qam | 22 |
16 | 315000000 | 5.4 | 35 | 256 qam | 23 |
17 | 427000000 | 6.9 | 36 | 256 qam | 25 |
18 | 435000000 | 6.1 | 36 | 256 qam | 26 |
19 | 443000000 | 6.3 | 36 | 256 qam | 27 |
20 | 451000000 | 7 | 36 | 256 qam | 28 |
21 | 459000000 | 7.5 | 37 | 256 qam | 29 |
22 | 467000000 | 8 | 37 | 256 qam | 30 |
23 | 475000000 | 8.5 | 37 | 256 qam | 31 |
24 | 483000000 | 9 | 37 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 35.7 | 77117 | 8965 |
2 | Locked | 34.4 | 178811 | 7308 |
3 | Locked | 34.4 | 309097 | 2262 |
4 | Locked | 34.4 | 548289 | 1922 |
5 | Locked | 33.9 | 2065384 | 11656 |
6 | Locked | 33.8 | 2320415 | 11736 |
7 | Locked | 33.4 | 6532776 | 12238 |
8 | Locked | 33.4 | 10960140 | 12042 |
9 | Locked | 33.9 | 3129421 | 12169 |
10 | Locked | 34.3 | 374661 | 11478 |
11 | Locked | 34.3 | 165267 | 10576 |
12 | Locked | 34.9 | 98481 | 10400 |
13 | Locked | 35 | 78885 | 10449 |
14 | Locked | 35 | 94536 | 9827 |
15 | Locked | 34.9 | 72824 | 6358 |
16 | Locked | 35.5 | 72367 | 6491 |
17 | Locked | 36.6 | 115373 | 15902 |
18 | Locked | 36.6 | 155343 | 16652 |
19 | Locked | 36.6 | 182997 | 16740 |
20 | Locked | 36.6 | 186030 | 15278 |
21 | Locked | 37.3 | 190333 | 14873 |
22 | Locked | 37.3 | 214892 | 16023 |
23 | Locked | 37.3 | 259027 | 15713 |
24 | Locked | 37.3 | 292043 | 14751 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 5.025 | 5120 | 64 qam | 2 |
2 | 46200000 | 5.05 | 5120 | 64 qam | 1 |
3 | 25799889 | 5.1 | 5120 | 64 qam | 4 |
4 | 32600000 | 5.075 | 5120 | 64 qam | 3 |
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 |
on 06-04-2020 19:44
Hi Garry
The recommended range for downstream channels is between -6 and +10 and the upstream range is between 31 and 51. There is a bug in the Hub 3 firmware which is putting the decimal place in the wrong place in the upstream figures, so your upstream levels are between 50.25 and 51 even though it displays them as 5.025 and 5.1. These are recommendations and hubs can sometimes still operate normally with levels outside them.
So your downstream look to be within range but the Post RS errors still look unhealthy. The upstream is also within range but at the top end, hopefully that will be something that can be addressed on the return visit. Did he give you a date for the next visit?
______________________
Scott
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
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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on 06-04-2020 19:51
Thanks for your reply.
He said that someone else would come out to resolve an issue in the cabinet on the street, likely Monday (today). I've not heard from anyone so I don't know if anyone has been out or not. It's outside my house so I probably would have noticed!
Surely they would call me if they had been out?
on 27-04-2020 20:34
Still having the same problems, upload speeds have been terrible. Engineer has been out but it's no better. My upload speeds drop in working hours every day to less than 1mbps. Could this still be an issue for just my connection or a wider problem? I can't carry on with a service like this. Maybe time to look at alternatives...
on 29-04-2020 07:36
Another day of very poor speeds yesterday!!
My M100 service dropped to 2Mbps down and 0.4 up yesterday afternoon, it wasn't usable for working at all as the upload was to slow. Best I get upload at peak times is 1Mbps but that is rare. As of this morning my landline has stopped working as well!
Engineer has been out but no improvement. At off peak hours (5am) I get normal speeds so this suggest there isn't anything wrong with my Hub. My neighbours are reporting the same issues which also proves this.
If it wasn't for the pandemic I'd move to another supplier but it's unlikely I will be able to get it set up!
Can't call Virgin as the wait times are ridiculous, I now have no landline and when I have called I've been cut off twice after waiting for over an hour.
I'm not a one for complaining, but I'm paying for a service that for most of the day I can't use and I now have no landline either.
Is anyone from VM available to help?
on 29-04-2020 09:09
Slow speeds only at peak times suggests a lack of capacity on your segment of the network. This is not something a field tech visiting you can fix, it needs improvements further up the chain. In the past this type of issue could take months or years to resolve and that was before the current crisis. I would hope that this is not the case now, but I am aware that areas and customers with no service at all will take priority right now.
The landline can be fixed by a field tech but you would need to book a visit. If you run the phone line test on the service status page it sometimes lets you book a visit:
https://my.virginmedia.com/faults/service-status
______________________
Scott
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks