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Very slow speed in the evenings

Dear Virgin Media team,

for the last 2-3 weeks every evening from around 8.30 to 11pm my internet speed suddenly gets very slow / fluctuating slow and normal. I am not even able to watch low quality streams or videos.

can someone from the tech support get back to me about this?

thank you

 

Mario

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Re: Very slow speed in the evenings

Would be useful to look at the "quality" of your connection and see if it is 'varying" with time.

Can you set up a free “Broadband Quality Monitor” to continually monitor the state of your connection It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, packet loss, latency, etc useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” (as per instructions on the TB website) when you have the first 24h period.

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

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Very slow speed in the evenings

Thank you for your help John.

i created the monitor now and I will post it here in a couple of hours once there is some data collected.

i would be grateful if Simone form tech support team could get in touch with me. 

thanks. Mario

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Re: Very slow speed in the evenings

The tech support staff will need to see the same information.

They will also need to know if your speeds are bad with an ethernet connection, or only on WiFi.

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Re: Very slow speed in the evenings

Hi

 

its both with Ethernet and WiFi connections. Same problem. I will post the monitoring picture later.

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Re: Very slow speed in the evenings

Hi all,

 

Here is my thinkbroadbank monitoring:

https://drive.google.com/file/d/1E987K8Z4VDqOvu3CMcU0xoypN6gB6ZDk/view?usp=sharing 

 

 

and here a screenshot from my router error log (note that 6pm errors were during a period my internet was not working, nothing logged during the slow speed period that is the current issue):

https://drive.google.com/file/d/1E987K8Z4VDqOvu3CMcU0xoypN6gB6ZDk/view?usp=sharing

 

Thank you

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Re: Very slow speed in the evenings

Both images are of the Hub Router Log.

Please post a 'Live link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Very slow speed in the evenings

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Re: Very slow speed in the evenings

Its not bad - but it is showing some dropped packets last evening lets see how it goes this evening.

If you haven't heard back from VM support yet, then time to post up your Hub stats methinks. Follow this...

-----
First do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any splitters/attenuators/etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - disconnect any ethernet cables and with the Hub "switched on" throughout, press pin in firmly with paper clip/SIM tray tool and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise. But, make sure the 2 passwords on the Hub sticker are still there and legible first !

Then, post up your Hub/network connection details and someone will check to see if there is a problem there. Copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 10 of 13
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Re: Very slow speed in the evenings

Hi,

 

I haven't checked the cables or reseted the hub yet but I will do it this evening. 

This is my live broadband monitoring:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6b2c0168932acb39957d988ee85480abfd... 

This is the copy/paste of my network details now (internet speed is ok now):

Downstream:

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

12027500003.740256 qam9
22107500003.740256 qam10
32187500003.540256 qam11
42267500003.240256 qam12
52347500003.440256 qam13
62427500003.240256 qam14
72507500003.240256 qam15
82587500002.940256 qam16
9266750000340256 qam17
10274750000340256 qam18
11282750000340256 qam19
122907500002.740256 qam20
132987500003.240256 qam21
143067500003.240256 qam22
153147500003.440256 qam23
163227500003.440256 qam24
173307500003.540256 qam25
183707500003.740256 qam26
193787500003.740256 qam27
203867500003.740256 qam28
213947500003.740256 qam29
224027500003.940256 qam30
234107500003.940256 qam31
244187500003.740256 qam32

 

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

1Locked40.3614
2Locked40.3515
3Locked40.3915
4Locked40.3814
5Locked40.3615
6Locked40.3716
7Locked40.3415
8Locked40.3713
9Locked40.3915
10Locked40.92013
11Locked40.32713
12Locked40.32913
13Locked40.32313
14Locked40.3613
15Locked40.3813
16Locked40.3714
17Locked40.9813
18Locked40.3712
19Locked40.3713
20Locked40.3913
21Locked40.31129
22Locked40.3712
23Locked40.3913
24Locked40.3712

 

Upstream:

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

1603000005.125512064 qam1
2537000005.15512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000

 

 

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