Menu
Reply
danklaw
  • 4
  • 0
  • 0
Just joined
661 Views
Message 1 of 7
Flag for a moderator

paying for M350 but max speed for day is below the guaranteed speed

Hi,

I recently joined virgin media for the fast broadband and am very disappointed.

I am paying for M350 with a guaranteed minimum speed of 181 mbps. I have tested throughout the day and my speed varies between 40 - 102mbps.

- I have tested at different times during the day

- I have reset/restarted my router multiple times

- I have turned off all other devices connected to the wifi and anything that could cause interference when conducting tests. I am in a semi detached house, far from other people's possible technological interference.

- I have run your diagnostic tests from my virgin media account and checked network status in my area (all fine)

- I have tested using SPEEDTEST app on my phone (recommended app from your site) and have been stood right next to the router when doing it. I do not have an ethernet cable.

The speed is far below the minimum guaranteed. Therefore you are breaking your guarantee and I expect a refund for the months I have already paid.

I expect you to fix the speed so that it is inline with your minimum guaranteed.

If you can not meet the minimum speed you have guaranteed then I expect to be moved onto a different contract, for which you can meet your guaranteed speed. If the speed you can provide is not satisfactory then I expect a full refund as your service is not fit for the purpose it was sold.

Thank you for your help with this matter,

Dan Conway

 
0 Kudos
Reply
danklaw
  • 4
  • 0
  • 0
Just joined
655 Views
Message 2 of 7
Flag for a moderator

Re: paying for M350 but max speed for day is below the guaranteed speed

 

Downstream bonded channels

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

14582500003.740256 qam7
24662500003.738256 qam8
34742500003.540256 qam9
44822500003.538256 qam10
54902500003.940256 qam11
64982500003.938256 qam12
75062500003.538256 qam13
85142500003.540256 qam14
95222500002.738256 qam15
105302500002.438256 qam16
11538250000238256 qam17
12546250000138256 qam18
13554250000-137256 qam19
14562250000-5.535256 qam20
15570250000-3.536256 qam21
16578250000037256 qam22
175862500001.938256 qam23
185942500003.238256 qam24
196582500004.138256 qam25
206662500004.840256 qam26
216742500004.538256 qam27
226822500004.338256 qam28
236902500004.338256 qam29
246982500004.138256 qam30



Downstream bonded channels

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

1Locked40.37800
2Locked38.98240
3Locked40.38610
4Locked38.910740
5Locked40.312230
6Locked38.914570
7Locked38.916230
8Locked40.917870
9Locked38.920510
10Locked38.922280
11Locked38.924520
12Locked38.627950
13Locked37.642300
14Locked35.774930
15Locked36.666060
16Locked37.643550
17Locked38.936440
18Locked38.636110
19Locked38.942650
20Locked40.341900
21Locked38.640040
22Locked38.647410
23Locked38.949130
24Locked38.650440
0 Kudos
Reply
DJ_Shadow1966
  • 6.86K
  • 1.31K
  • 1.9K
Very Insightful Person
Very Insightful Person
652 Views
Message 3 of 7
Flag for a moderator

Re: paying for M350 but max speed for day is below the guaranteed speed

Hello

The minimum guaranteed is when you are connected wired to the hub, as doing tests on a wireless connection are prone to interference from lots of sources, what wireless freq you are on i.e. 2.4Ghz or 5Ghz, 2.4Ghz will get you around what you are currently experiencing, 5Ghz band may get you more but the range is less.

Have a look at https://community.virginmedia.com/t5/Digital-life/WiFi-Wins/ba-p/3958523 for further help on wireless.

What speed are you getting with a device wired to the hub with a cat 6 cable or above ?

Regards Mike

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

0 Kudos
Reply
jb66
  • 12.15K
  • 899
  • 1.76K
Very Insightful Person
Very Insightful Person
650 Views
Message 4 of 7
Flag for a moderator

Re: paying for M350 but max speed for day is below the guaranteed speed

Hi Dan

 

As your testing your speed Wirelessly which is not the correct way to speed test this makes it hard to determine if Virgin is at fault or your phone perhaps cannot  go to 350mb.

What model of phone do you have? Have you logged into the settings on the hub to make sure 20/40/80mhz is selected on the 5ghz channel?

 

You might have a loose fitting?

562250000-5.535256 qam20
0 Kudos
Reply
danklaw
  • 4
  • 0
  • 0
Just joined
639 Views
Message 5 of 7
Flag for a moderator

Re: paying for M350 but max speed for day is below the guaranteed speed

Network Log
Time
Priority
Description
07/06/2020 11:19:33
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 20:41:14
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 05:03:9
Error
DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/06/2020 22:55:52
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 09:20:43
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 08:28:31
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;
29/05/2020 07:48:9
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 07:47:45
critical
Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 07:47:45
critical
Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 07:47:1
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 02:42:3
Warning!
RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 01:17:6
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 01:09:12
Warning!
TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2020 01:09:12
Warning!
Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 22:35:37
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/05/2020 10:29:58
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 16:56:39
Error
DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 15:04:51
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 13:38:57
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/05/2020 11:08:45
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
danklaw
  • 4
  • 0
  • 0
Just joined
635 Views
Message 6 of 7
Flag for a moderator

Re: paying for M350 but max speed for day is below the guaranteed speed

Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
39400000
4.575
5120
64 qam
2
2
25800000
4.475
5120
64 qam
4
3
32600000
4.525
5120
64 qam
3
4
46200000
4.625
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

0 Kudos
Reply
gary_dexter
  • 30.48K
  • 1.89K
  • 4.05K
Alessandro Volta
628 Views
Message 7 of 7
Flag for a moderator

Re: paying for M350 but max speed for day is below the guaranteed speed

You need to test when wired direct to the hub 

And I suggest you read the speed guarantee page as well. 


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply