Virgin Media Community

[Imagewerx]

I have the claimed 200mbps service which gave me a very reliable 220 mbps when I first started using it after it was installed at my new house about three years ago.

For the last six months or so (it might be longer) it's been averaging about 70 mpbs at any time of the day.I think the minimum guaranteed for this is supposed to be about 87 mbps.Is it really reasonable to expect faster from such a service,and is there actually an industry standard that gives a minimum permissible speed as a percentage of what your contract says you should be getting?

[-tony-]

how are you testing if wired then its slow but if wifi any speed is possible - so if it is wifi do a wired test and post the speeds

also post some info from the hub

log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labeled - upstream - downstream

if its an earlier hub button is top right

[Imagewerx]

Sorry meant to say it's only wired and the figures I use are always from Speedtest.net.

Is this what you want?

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

1	387000000	5.5	38	256 qam	28
2	203000000	6.5	37	256 qam	9
3	211000000	6.4	37	256 qam	10
4	219000000	6	37	256 qam	11
5	227000000	6	37	256 qam	12
6	235000000	5.6	37	256 qam	13
7	243000000	5.4	37	256 qam	14
8	251000000	5.3	37	256 qam	15
9	259000000	5.3	37	256 qam	16
10	267000000	5.4	37	256 qam	17
11	275000000	5.4	37	256 qam	18
12	283000000	5.5	37	256 qam	19
13	291000000	5.4	37	256 qam	20
14	299000000	5.5	37	256 qam	21
15	307000000	5.5	37	256 qam	22
16	315000000	5.6	37	256 qam	23
17	323000000	5.8	37	256 qam	24
18	363000000	5.3	38	256 qam	25
19	371000000	5.1	37	256 qam	26
20	379000000	5.4	37	256 qam	27
21	395000000	5.5	38	256 qam	29
22	403000000	5.5	38	256 qam	30
23	411000000	5.5	37	256 qam	31
24	419000000	5.4	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	74	0
2	Locked	37.3	103	0
3	Locked	37.6	73	0
4	Locked	37.6	79	0
5	Locked	37.3	85	0
6	Locked	37.3	100	0
7	Locked	37.6	119	0
8	Locked	37.3	128	0
9	Locked	37.6	77	0
10	Locked	37.6	104	0
11	Locked	37.6	120	0
12	Locked	37.6	88	0
13	Locked	37.3	80	0
14	Locked	37.6	98	0
15	Locked	37.6	83	0
16	Locked	37.6	98	0
17	Locked	37.3	85	0
18	Locked	38.6	89	0
19	Locked	37.6	73	0
20	Locked	37.6	81	0
21	Locked	38.6	81	0
22	Locked	38.6	65	0
23	Locked	37.6	76	0
24	Locked	38.9	72	0

Upstream bonded channels

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

1	53700002	3.95	5120	64 qam	2
2	39400014	3.8	5120	64 qam	4
3	46199988	3.8	5120	64 qam	3
4	60300009	3.95	5120	64 qam	1

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

[jbrennand]

Stats look ok to me - post up the network logs as well for completeness. Then try this...

First do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends – disconnect then 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” - with the Hub "switched on" throughout, press pin in firmly and hold for 60 seconds – release pin then leave 10’ to stabilise. Make sure passwords on Hub sticker are still there and legible first!)

Then speedtest again on an ethernet cable (>Cat5e/6) connected to a known GB enabled computer/laptop, that has the up to date drivers - and - with the Hub in modem mode. Test at speedtest.net to your nearest VM server - try 2 different browsers.

If they are still low – boot the device into safe+networking mode and try again.

Report back what that gets.

[-tony-]

after you have done all of the above [or not]  look at you lan cables - 70/80 ish is typical of a poor cable - degraded cable or a bad connection so you are running at 10/100 

doing all the above may solve things but imo the 1st thing to check is the pc is set to gigabit - put the hub into modem mode and test the speed - if its slow change the lan cable - you are unlikely to have 2 bad ones

[Imagewerx]

All cables look good with nothing damaged.Did reset with no difference to speed.Upload is good at 20 mbps,download is still about 80 mbps.No difference on different ethernet cable.
Not sure what you mean by hub in modem mode or booting device into safe and networking mode,do you mean my PC? Network Log

Time Priority Description

14/06/2020 19:53:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:53:0	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:52:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:52:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:52:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:52:55	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:49:55	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:48:6	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;
14/06/2020 19:47:42	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:47:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:46:47	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;
14/06/2020 19:44:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:44:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:44:3	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:44:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:44:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/06/2020 19:44:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 04:51:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 04:49:48	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 04:49:48	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-

[Imagewerx]

---

@-tony- wrote:

after you have done all of the above [or not]  look at you lan cables - 70/80 ish is typical of a poor cable - degraded cable or a bad connection so you are running at 10/100 

doing all the above may solve things but imo the 1st thing to check is the pc is set to gigabit - put the hub into modem mode and test the speed - if its slow change the lan cable - you are unlikely to have 2 bad ones

---

No different with another cable.How do I put the hub into modem mode please?

[-tony-]

log into hub 192.168.0.1 and look for setting for modem mode - to get out of modem mode 192.168.100.1 to log in or full reset

[Imagewerx]

For some reason the ethernet contrller was set to a maximum speed of just 100mbps.I have no idea how as I've never altered this etting knowingly.Set to a maximum of 1gbps I'm now up to full speed again.......

[Andruser]

Whoops - big edit as I'd not read your last post:

Your network log is stuffed full of RCS Partial Service and Synchronisation errors.  That can only be caused by a VM cable or equipment fault causing sufficient noise (usually but not always on the upstream) resulting in the hub losing connection on one or more channels until it can reestablish a proper connection.  Whilst resetting your ethernet controller speed might have unthrottled your connection, those errors will be causing slow down and unreliable connection if they're still occurring at that frequency.

That problem might be a known area fault affecting other customers (the "best" sort of problem, since they're usually fixed without you needing to do anything and without a property visit), and indeed it may already have been fixed.  If not, then it'll require a visit to your property by a VM technician.  If they just replace the hub and head off, then be assured that they won't have found and fixed the fault - I've yet to see those symptoms fixed by a replacement hub, but that's a quick, easy (and ineffectual) effort when staff are not permitted sufficient job time to properly find and fix problems.

I would suggest you don't try and phone this in, if you get the useless offshore bunch (a) they won't understand the problem properly, and (b) after a restart the hub will 99% of the time work OK for a while, so they'll call that a fix and and close the problem.  Instead, hold on here (sometimes can be a day or two) for VM staff to pick this up and advise. 

Hopefully VM staff won't say "looks good from our side" because it patently doesn't - the reported power, modulation and SNR might be within limits, but the network log PROVES that there's a serious technical issue disrupting communication between the CMTS and the hub.