Home News Forum Articles
  Welcome back Join CF
You are here You are here: Home | Forum | Erratic speeds on 500M service WD23

You are currently viewing our boards as a guest which gives you limited access to view most of the discussions, articles and other free features. By joining our Virgin Media community you will have full access to all discussions, be able to view and post threads, communicate privately with other members (PM), respond to polls, upload your own images/photos, and access many other special features. Registration is fast, simple and absolutely free so please join our community today.


Welcome to Cable Forum
Go Back   Cable Forum > Virgin Media Services > Virgin Media Internet Service

Erratic speeds on 500M service WD23
Reply
 
Thread Tools
Old 24-12-2020, 17:27   #1
neilwheatcroft
cf.member
 
Join Date: Dec 2004
Posts: 11
neilwheatcroft is an unknown quantity at this point
Erratic speeds on 500M service WD23

Hi, I'm usually very lucky to have a stable 500 meg service and, but in the last week or so it has been really erratic. The online tool says everything is fine and I really struggled to make myself understood to tech support on the phone. I'm in Bushey, near Watford, Herts. I've spoken to some of my neighbours who have said they've started having the same thing around the last few days, but have all had no joy with tech support. I've rebooted the Superhub again just now and have noticed there are pre RS errors.

The logs show this:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
258750000
Locked
Ranged Upstream Channel (Hz)
39400215
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 258750000 8.5 36 256 qam 16
2 202750000 8.8 36 256 qam 9
3 210750000 8.6 36 256 qam 10
4 218750000 8.5 36 256 qam 11
5 226750000 8.4 36 256 qam 12
6 234750000 8.5 36 256 qam 13
7 242750000 8.3 36 256 qam 14
8 250750000 8.3 36 256 qam 15
9 266750000 8.5 37 256 qam 17
10 274750000 8.5 37 256 qam 18
11 282750000 8.4 37 256 qam 19
12 290750000 8.4 37 256 qam 20
13 298750000 8.5 37 256 qam 21
14 306750000 8.1 37 256 qam 22
15 314750000 8.3 37 256 qam 23
16 322750000 8.5 37 256 qam 24
17 330750000 8.1 37 256 qam 25
18 370750000 7.5 37 256 qam 26
19 378750000 7.5 37 256 qam 27
20 386750000 7.4 37 256 qam 28
21 394750000 7.4 37 256 qam 29
22 402750000 7.1 37 256 qam 30
23 410750000 7.4 37 256 qam 31
24 418750000 7.3 37 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.6 5 0
2 Locked 36.3 4 0
3 Locked 36.6 5 0
4 Locked 36.6 5 0
5 Locked 36.6 4 0
6 Locked 36.3 6 0
7 Locked 36.6 0 0
8 Locked 36.6 0 0
9 Locked 37.3 6 0
10 Locked 37.3 5 0
11 Locked 37.3 0 0
12 Locked 37.3 6 0
13 Locked 37.3. 20 0
14 Locked 37.6. 5 0
15 Locked 37.6 16 0
16 Locked 37.6 5 0
17 Locked 37.6 7 0
18 Locked 37. 3 0 0
19 Locked 37.6 6 0
20 Locked 37.3 5 0
21 Locked 37.6 7 0
22 Locked 37.6 5 0
23 Locked 37.6 5 0
24 Locked 37.3 12 0





Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400215 37.5 5120 64 qam 4
2 46200000 38 5120 64 qam 3
3 53700000 38 5120 64 qam 2
4 32600000 36.3 5120 32 qam 9


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



General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt053-b.cm


Primary Downstream Service Flow
SFID 2170696
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 2170695
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort


Any help or suggestions very gratefully received.

Many thanks

---------- Post added at 16:27 ---------- Previous post was at 16:20 ----------

Speed Test History Test Again
Date/Time Avg Down Avg Up Provider
24-12-2020 16:23:42 (GMT) 135.7 Mbps 34.8 Mbps Virgin Media view result
24-12-2020 15:36:18 (GMT) 209.2 Mbps 35.7 Mbps Virgin Media view result
24-12-2020 15:26:27 (GMT) 153.6 Mbps 0.0 Mbps Virgin Media view result
23-12-2020 16:07:09 (GMT) 79.1 Mbps 20.0 Mbps Virgin Media view result
23-12-2020 15:42:47 (GMT) 147.0 Mbps 34.8 Mbps Virgin Media view result
23-12-2020 10:37:03 (GMT) 417.6 Mbps 28.5 Mbps Virgin Media view result
22-12-2020 10:49:52 (GMT) 276.7 Mbps 24.7 Mbps Virgin Media view result
22-12-2020 10:23:24 (GMT) 436.1 Mbps 17.4 Mbps Virgin Media view result
22-12-2020 08:45:42 (GMT) 30.1 Mbps 16.4 Mbps Virgin Media view result
neilwheatcroft is offline   Reply With Quote
Advertisement
Old 25-12-2020, 00:49   #2
General Maximus
Ran Away
 
Join Date: Nov 2008
Location: Lincoln
Services: phone + 1gbit BB + SkyQ
Posts: 11,021
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
Re: Erratic speeds on 500M service WD23

It looks like there is a problem with noise on one of the upstream channels which is why it has dropped to qam32. It may have even dropped to qam16 and you didn't notice it.

If your downstream power levels don't come down I would seriously be looking at a 6db fpa or asking the engineer to move my tap point if you end up with a visit.

Don't worry about the pre-rs errors, everyone gets them and you have literally got a handful of them which is nothing to worry about. It is the post-rs errors you have got to keep an eye on.
General Maximus is offline   Reply With Quote
Old 28-12-2020, 16:57   #3
neilwheatcroft
cf.member
 
Join Date: Dec 2004
Posts: 11
neilwheatcroft is an unknown quantity at this point
Re: Erratic speeds on 500M service WD23

Thanks General Maximus. I called Tech Support again today and went through a few troubleshooting steps, that I’d already been through - eg pin resetting the Superhub. I requested they sent an engineer out, but they weren’t interested. They basically said that if I wasn’t happy with the speed then I could cancel my contract! I’m paying for 500 Meg and generally getting between 45 and 150 Meg. I don’t really want to cancel, I just want to get it fixed. I can’t seem to get them to fix it, though. Any suggestions?
neilwheatcroft is offline   Reply With Quote
Old 28-12-2020, 18:54   #4
General Maximus
Ran Away
 
Join Date: Nov 2008
Location: Lincoln
Services: phone + 1gbit BB + SkyQ
Posts: 11,021
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
Re: Erratic speeds on 500M service WD23

have you had a look at your power levels again in the last few days to see if they have changed or stayed the same? What are you using to do the speed test? I use speedtest.net.
General Maximus is offline   Reply With Quote
Old 28-12-2020, 19:51   #5
neilwheatcroft
cf.member
 
Join Date: Dec 2004
Posts: 11
neilwheatcroft is an unknown quantity at this point
Re: Erratic speeds on 500M service WD23

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 7.5 37 256 qam 30
2 202750000 9 36 256 qam 9
3 210750000 8.9 36 256 qam 10
4 218750000 8.6 36 256 qam 11
5 226750000 8.5 36 256 qam 12
6 234750000 8.6 36 256 qam 13
7 242750000 8.5 36 256 qam 14
8 250750000 8.5 36 256 qam 15
9 258750000 8.6 36 256 qam 16
10 266750000 8.9 36 256 qam 17
11 274750000 8.6 36 256 qam 18
12 282750000 8.5 37 256 qam 19
13 290750000 8.6 36 256 qam 20
14 298750000 8.8 36 256 qam 21
15 306750000 8.5 37 256 qam 22
16 314750000 8.5 37 256 qam 23
17 322750000 8.8 37 256 qam 24
18 330750000 8.5 37 256 qam 25
19 370750000 7.9 37 256 qam 26
20 378750000 8 37 256 qam 27
21 386750000 7.8 37 256 qam 28
22 394750000 7.6 37 256 qam 29
23 410750000 7.6 37 256 qam 31
24 418750000 7.5 37 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 8 0
2 Locked 36.3 10 0
3 Locked 36.3 7 0
4 Locked 36.6 10 0
5 Locked 36.3 11 0
6 Locked 36.6 9 0
7 Locked 36.3 13 0
8 Locked 36.3 9 0
9 Locked 36.3 10 0
10 Locked 36.6 6 0
11 Locked 36.6 9 0
12 Locked 37.3 9 0
13 Locked 36.6 8 0
14 Locked 36.6 23 0
15 Locked 37.6 23 0
16 Locked 37.3 18 0
17 Locked 37.3 8 0
18 Locked 37.3 10 0
19 Locked 37.6 10 0
20 Locked 37.3 12 0
21 Locked 37.6 9 0
22 Locked 37.6 11 0
23 Locked 37.6 7 0
24 Locked 37.6 14 0





Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 37.3 5120 64 qam 4
2 46200000 38 5120 64 qam 3
3 53700000 37.8 5120 64 qam 2
4 32600000 36 5120 64 qam 9


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



I’ve been doing regular Speedtests on. Speedtest.net. The one I just done shows down: 25mbps and up 31Mbps.
neilwheatcroft is offline   Reply With Quote
Old 28-12-2020, 20:25   #6
General Maximus
Ran Away
 
Join Date: Nov 2008
Location: Lincoln
Services: phone + 1gbit BB + SkyQ
Posts: 11,021
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
Re: Erratic speeds on 500M service WD23

Quote:
Originally Posted by neilwheatcroft View Post
I’ve been doing regular Speedtests on. Speedtest.net. The one I just done shows down: 25mbps and up 31Mbps.
ouch. The problem is your downstream power levels are pretty much perfect although the downstream could still do with coming down a bit. If you have got a few £££ left over from xmas I would strongly recommend getting this and fitting it to the back of the shub.

https://www.amazon.co.uk/Forward-Pat...t-items&sr=1-1

In the meantime I will pm another forum user who works for vm and see if he can take a look at the network and identify any underlying issues.

I know it is a stupid question but I am assuming that you haven't got any other pcs or devices on the network downloading or torrenting etc?
General Maximus is offline   Reply With Quote
Old 28-12-2020, 20:41   #7
neilwheatcroft
cf.member
 
Join Date: Dec 2004
Posts: 11
neilwheatcroft is an unknown quantity at this point
Re: Erratic speeds on 500M service WD23

Thank you. I’ll take a look at that on Amazon. I usually run in modem mode with multiple WiFi devices, but have been trying a lot recently with just my laptop connected via Ethernet in router mode, to rule everything else out.

Any help from anyone from VM very gratefully received. It use to be spot on at around 500Mbps down and around 35 ish up. I had an email to say that they had updated our area a few weeks back and then issues seemed to coincide with that, but maybe just coincidence.
neilwheatcroft is offline   Reply With Quote
Old 28-12-2020, 21:10   #8
General Maximus
Ran Away
 
Join Date: Nov 2008
Location: Lincoln
Services: phone + 1gbit BB + SkyQ
Posts: 11,021
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
Re: Erratic speeds on 500M service WD23

Quote:
Originally Posted by neilwheatcroft View Post
trying a lot recently with just my laptop connected via Ethernet in router mode, to rule everything else out
was you able to get full speed on your laptop before? I ask because laptops can be a bit flakey when it comes to reliable speed tests.

Quote:
Originally Posted by neilwheatcroft View Post
I had an email to say that they had updated our area a few weeks back and then issues seemed to coincide with that, but maybe just coincidence.
The dude I pm'd can have a look at that and see if there are any problems. I just hope he replies.
General Maximus is offline   Reply With Quote
Old 28-12-2020, 21:34   #9
neilwheatcroft
cf.member
 
Join Date: Dec 2004
Posts: 11
neilwheatcroft is an unknown quantity at this point
Re: Erratic speeds on 500M service WD23

I used to get 500Mb very consistently on Ethernet connected macbook, Mac mini and and a work windows laptop regularly. Wireless used to be up to around 400mb ish depending on the device - iPhones and iPads used to be really good.
neilwheatcroft is offline   Reply With Quote
Old 28-12-2020, 23:16   #10
General Maximus
Ran Away
 
Join Date: Nov 2008
Location: Lincoln
Services: phone + 1gbit BB + SkyQ
Posts: 11,021
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
Re: Erratic speeds on 500M service WD23

np, just wanted to make sure. Everyone assumes that they can get the same speed wireless as they can wired and you can't, not unless you have already established it previously. As an example, I have got a great Asus router and I consistently achieve max speed (378mbits) on my phone so I confidently use my phone for speed tests and diagnostic purposes in the future if there is a problem with my connection.

Fret not though, the VM dude has got back to me and is looking into things so hopefully he'll be able to narrow things down a bit as to whether it is a larger network issue associated with the recent upgrade, something local to you like your street cab (as you mentioned neighbours are having the same problem) or if he can't find anything it is something in your house.
General Maximus is offline   Reply With Quote
Old 28-12-2020, 23:22   #11
spiderplant
cf.mega poster
 
Join Date: Jun 2003
Posts: 8,888
spiderplant has a pair of shiny starsspiderplant has a pair of shiny stars
spiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny stars
Re: Erratic speeds on 500M service WD23

Quote:
Originally Posted by General Maximus View Post
The dude I pm'd can have a look at that and see if there are any problems. I just hope he replies.
That'll be me then.

I'm getting very erratic ping on your modem, and on those of some of your neighbours, Neil. So it's clearly some sort of network fault. But it isn't a typical one as I can't see anything specifically wrong with the signals and there isn't any packet loss.

I'm currently trying to work out how much of the network is affected, but it's quite a slow process so I'll leave it running overnight and have a look at the results in the morning. So bear with me. I expect I'll end up getting a network engineer out to it.
spiderplant is offline   Reply With Quote
Old 28-12-2020, 23:52   #12
neilwheatcroft
cf.member
 
Join Date: Dec 2004
Posts: 11
neilwheatcroft is an unknown quantity at this point
Re: Erratic speeds on 500M service WD23

Many thanks spiderplant and General Maximus, much appreciated.
neilwheatcroft is offline   Reply With Quote
Old 29-12-2020, 00:24   #13
General Maximus
Ran Away
 
Join Date: Nov 2008
Location: Lincoln
Services: phone + 1gbit BB + SkyQ
Posts: 11,021
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
General Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronzeGeneral Maximus is cast in bronze
Re: Erratic speeds on 500M service WD23

Quote:
Originally Posted by spiderplant View Post
That'll be me then.
I didn't want to name names and put any undue pressure on you in case you weren't in a position to help
General Maximus is offline   Reply With Quote
Old 29-12-2020, 13:25   #14
spiderplant
cf.mega poster
 
Join Date: Jun 2003
Posts: 8,888
spiderplant has a pair of shiny starsspiderplant has a pair of shiny stars
spiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny starsspiderplant has a pair of shiny stars
Re: Erratic speeds on 500M service WD23

The results of my overnight test were sadly inconclusive. Has the fault gone away now, Neil?
spiderplant is offline   Reply With Quote
Old 29-12-2020, 14:47   #15
neilwheatcroft
cf.member
 
Join Date: Dec 2004
Posts: 11
neilwheatcroft is an unknown quantity at this point
Re: Erratic speeds on 500M service WD23

Hi spiderplant. I've just checked and unfortunately not - the fault is still the same.
neilwheatcroft is offline   Reply With Quote
Reply


Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT +1. The time now is 12:20.


Server: osmium.zmnt.uk
Powered by vBulletin® Version 3.8.11
Copyright ©2000 - 2024, vBulletin Solutions Inc.