Virgin Media Community

[cjdshaw]

I'm in North West London, area 15, on 200Mbps broadband. It's usually very reliable but this evening I was getting 500ms+ pings and a downspeed of 2Mbps. Upspeed is fine at 12Mbps, but down is very consistently 2Mbps, even after router reboots etc. LAN speed is fine, and I checked pings with the router's UI tool too, so the problem is definitely on the Virgin side.

I just spent a while on the phone to support who had me reboot, disconnect wifi AP etc, then said there was high network load, which was why my speed was low. I responded that 1% of max speed seemed very low, and he suddenly switched to saying there was ongoing maintenance, despite there being nothing on the service status page. Can anyone from Virgin clarify?

[cjdshaw]

It's better today - varying between 15-40Mbps. When I've been used to a very reliable 180-200 though, it's rather disappointing.

I should have mentioned, I'm on a Superhub AC

[cjdshaw]

Last night it was down to 1-2Mbps. It seems to be worst around midnight before I go to bed. Is it feasible that it's cold-related?

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)	283000000	267000000	275000000	291000000	299000000	307000000	315000000	323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Channel ID	135	133	134	136	137	138	139	140
Modulation	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM	256QAM
Symbol Rate (Msym/sec)	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000	6.952000
Interleave Depth	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17	I=12 J=17
Power Level (dBmV)	1.80	1.92	1.94	1.88	1.66	2.02	2.43	2.48
RxMER (dB)	37.94	36.84	37.36	37.94	37.94	37.94	37.94	37.94
Pre RS Errors	183	759	28	4	0	0	0	0
Post RS Errors	0	0	0	0	0	0	0	0

Upstream   US-1 US-2 US-3 US-4

Channel Type	N/A	N/A	2.0	2.0
Channel ID	N/A	N/A	2	3
Frequency (Hz)	N/A	N/A	39400000	32600000
Ranging Status	Other	Other	Success	Success
Modulation	N/A	N/A	64QAM	64QAM
Symbol Rate (Sym/sec)	N/A	N/A	5120000	5120000
Mini-Slot Size	N/A	N/A	4	4
Power Level (dBmV)	N/A	N/A	49.25	47.75
T1 Timeouts	0	0	0	0
T2 Timeouts	0	0	0	0
T3 Timeouts	0	0	0	0
T4 Timeouts	0	0	0	0

I've been rebooting the hub a few times to try to fix the issue. Hence this:

Network Log

First Time	Last Time	Priority	Error Number	Description
30/11/2016 10:37:03 GMT	30/11/2016 10:37:03 GMT	Error (4)	68010302	DHCP WAN IP - <xx.xx.xx.xx>
30/11/2016 10:36:08 GMT	30/11/2016 10:36:08 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
30/11/2016 10:34:26 GMT	30/11/2016 10:34:26 GMT	Warning (5)	66050310	Auth Success - Web login successful.
29/11/2016 23:34:31 GMT	29/11/2016 23:34:31 GMT	Error (4)	68010302	DHCP WAN IP -<xx.xx.xx.xx>
29/11/2016 23:33:27 GMT	29/11/2016 23:33:27 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
29/11/2016 23:30:19 GMT	29/11/2016 23:30:19 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
29/11/2016 23:28:48 GMT	29/11/2016 23:28:48 GMT	Warning (5)	66050310	Auth Success - Web login successful.
29/11/2016 21:11:00 GMT	29/11/2016 21:11:00 GMT	Error (4)	68010302	DHCP WAN IP -<xx.xx.xx.xx>
29/11/2016 21:09:56 GMT	29/11/2016 21:09:56 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
29/11/2016 21:08:10 GMT	29/11/2016 21:08:10 GMT	Warning (5)	66050310	Auth Success - Web login successful.
29/11/2016 20:03:06 GMT	29/11/2016 20:03:06 GMT	Warning (5)	66050310	Auth Success - Web login successful.
29/11/2016 20:02:56 GMT	29/11/2016 20:02:56 GMT	Error (4)	68010302	DHCP WAN IP -<xx.xx.xx.xx>
29/11/2016 20:02:02 GMT	29/11/2016 20:02:02 GMT	Error (4)	68000407	TOD established
Time Not Established	Time Not Established	Notice (6)	84000510	Downstream Locked Successfully
29/11/2016 19:59:24 GMT	29/11/2016 19:59:24 GMT	Warning (5)	66050310	Auth Success - Web login successful.
29/11/2016 19:58:47 GMT	29/11/2016 19:58:47 GMT	Warning (5)	66050310	Auth Success - Web login successful.

[Samantha_L]

Hiya cjdshaw,

Thanks for posting on the community.

My apologies that you are experiencing slow broadband speeds.

I've managed to locate your account and there is a high peak time traffic fault in your area which is causing slow speeds. Our networks team are investigating the problem and are improving bandwidth and performance to help with this issue. The reference number is F004741956 and with a review date of 8th February 2017.

As this will impact your connection during peak hours, do you only notice these speeds during this time?

Hope to hear from you soon

Sam

[cjdshaw]

It's actually been OK this week. I'll report back if it gets worse again

Thanks

[cjdshaw]

This problem seems to have come back. It went down about 9pm yesterday, and today I'm getting 1.5Mbps down, but full 12Mbps up. I called support and was told there was a fault - code F005751000 - but when I check the service status page, it says "No known issues"

Annoyingly, if I click "Run test", "Go Ahead", it takes me to https://my.virginmedia.com/faults/perform-diagnosis with a "We're sorry this isn't the page you wanted" error

[John_G]

Hi Cjdshaw,

Sorry to hear the problems have returned. I've just run a few tests on your connection from here and can see the fault you were quoted is now closed so hopefully your speeds are back to normal too? 

If not let us know and we'll run further checks to see what could be causing this.

Thanks