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CTBC
13-03-2010, 13:43
Been experiencing slow speeds for weeks now. Had three Virgin Media technician's out. The third one was here today, and said he has replaced some of the wiring inside the Virgin Media boxes attached to the wall. He tested it on his notebook, and said he was recieving 19Mb/s (I am on a 20Mb/s connection). He then said he'll move the connection to a different connection inside the street box.

I just tried testing my connection. And I am recieving (connected directly to modem):

https://www.cableforum.co.uk/images/local/2010/03/41.png
https://www.cableforum.co.uk/images/local/2010/03/42.png
https://www.cableforum.co.uk/images/local/2010/03/43.png
https://www.cableforum.co.uk/images/local/2010/03/44.png
https://www.cableforum.co.uk/images/local/2010/03/45.png
https://www.cableforum.co.uk/images/local/2010/03/46.png
https://www.cableforum.co.uk/images/local/2010/03/47.png
https://www.cableforum.co.uk/images/local/2010/03/48.png

Can these people actually do anything right? I am seriously starting to give up on Virgin Media. Is there anything I can do, so that someone will actually help me, instead of just blatantly lying to me!!

Modem Details:

Name WebSTAR EPC2100R2
Modem Serial Number 225084944
Cable Modem MAC Address **:**:**:**:**:**
Hardware Version 2.1
Software Version v2.0.2r1256-070601
Receive Power Level 3.9 dBmV
Transmit Power Level 39.0 dBmV
Cable Modem Status Operational

Downstream Status Operational
Channel ID 6
Downstream Frequency 402750000 Hz
Modulation 256QAM
Bit Rate 20480000 bits/sec
Power Level 3.8 dBmV
Signal to Noise Ratio 37.8 dB

Upstream Status Operational
Channel ID 3
Upstream Frequency 34000000 Hz
Modulation QPSK
Symbol Rate 768000 bits/sec
Power Level 39.0 dBmV

Log:

Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sat Mar 13 12:51:30 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Sat Mar 13 12:49:19 2010 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sat Mar 13 12:48:10 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Mon Mar 08 17:08:24 2010 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sat Mar 13 12:58:20 2010 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sat Mar 13 12:58:04 2010 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) Resetting the cable modem due to console command
v0id
13-03-2010, 15:01
Speedtest.net is hardly a reliable source, since people are doing ~8 tests in a 5 minute period

Download 3 or 4 files from here (http://gamefiles.virginmedia.com/blueyondergames/) and add up the total speed
broadbandking
13-03-2010, 15:08
I would also on top of void's post try different servers on speedtest.net as only Manchester gives me 50Mb.
CTBC
13-03-2010, 15:10
Not completely sure what you mean, but I am download 4 files: ~120KB/s, 105KB/s, 100KB/s and 90KB/s. Giving 415KB/s, which means I have 3.32Mb/s.
I waited 5 minutes, one file completed, now: ~ 85,90,95KB/s. Giving 270KB/s, which means I have 2.16Mb/s.

Not Great...

Update: I contacted Virgin Media about 30 minutes ago. They did a few tests, then said my modem is the problem, and they are sending out a new modem for wednesday. This is all well and good, but I have already had a modem replaced last Monday (8/03/10), when an engineer was here.

I would also on top of void's post try different servers on speedtest.net as only Manchester gives me 50Mb.
Fair enough, I have just done 5 tests on different servers.

https://www.cableforum.co.uk/images/local/2010/03/35.png
https://www.cableforum.co.uk/images/local/2010/03/36.png
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https://www.cableforum.co.uk/images/local/2010/03/38.png
https://www.cableforum.co.uk/images/local/2010/03/39.png
Spectato
13-03-2010, 15:42
You could try (fully) disabling any firewall/security/network software that you have running, and trying the Virgin server test again.
Ideally, if you have your own laptop or a different PC to try on the connection (straight to modem), that might also be useful.

The pings are good, and your upstream is good.
It looks like it could just be congestion/over-subscription in your vicinity (although that might effect the ping and upstream - so I could be talking balls).
CTBC
13-03-2010, 15:45
You could try (fully) disabling any firewall/security/network software that you have running, and trying the Virgin server test again.
Ideally, if you have your own laptop or a different PC to try on the connection (straight to modem), that might also be useful.

The pings are good, and your upstream is good.
It looks like it could just be congestion/over-subscription in your vicinity (although that might effect the ping and upstream - so I could be talking balls).


I don't have my firewall enabled, no security programs installed. Also, its a fresh install of XP, so no virus. And I have tried 3 different PC connected to the modem via Ethernet cable.
caph
13-03-2010, 16:14
CTBC, post on the newsgroup and ask if your UBR is oversubscribed. They'll answer within 4 working hours. If it is oversubscription then ask them if there is a relief date. There should be with speeds that bad on 20Mb!
CTBC
13-03-2010, 16:19
CTBC, post on the newsgroup and ask if your UBR is oversubscribed. They'll answer within 4 working hours. If it is oversubscription then ask them if there is a relief date. There should be with speeds that bad on 20Mb!

Thanks for the info. I'll have to wait till someone comes home who has a Virgin Email account, as I don't have one.

But it seems like the Virgin Technician actually made it worse, never used to get 1-3Mb/s for such a long period of time. It used to go up to around 5-8Mb/s after about 30 minutes.
Kymmy
13-03-2010, 16:32
Thanks for the info. I'll have to wait till someone comes home who has a Virgin Email account, as I don't have one.

But it seems like the Virgin Technician actually made it worse, never used to get 1-3Mb/s for such a long period of time. It used to go up to around 5-8Mb/s after about 30 minutes.

You don't need an email to use the newsgroups, you only need to be on a VM connection

http://www.virginmedia.com/myvirginmedia/newsgroups/
CTBC
13-03-2010, 16:49
You don't need an email to use the newsgroups, you only need to be on a VM connection

http://www.virginmedia.com/myvirginmedia/newsgroups/

Thanks, posted it in newsgroup "virginmedia.support.broadband.cable".

Do I need to give them any details?
Kymmy
13-03-2010, 16:51
They'll ask for it if they need any
CTBC
13-03-2010, 18:12
Got a response:

We are experiencing sporadically high load on your UBR at present, however as such we will need to continue to monitor the issue for the coming week to see if it persists. If so we will raise it with our network management teams to resolve.

Are they likely to fix it within a few weeks? Or would it be worth upgrading to 50Mb/s if that would fix it? Otherwise, would have to change ISP.
Welshchris
13-03-2010, 18:45
Got a response:



Are they likely to fix it within a few weeks? Or would it be worth upgrading to 50Mb/s if that would fix it? Otherwise, would have to change ISP.

upgrading to 50mb may fix it as u maybe moved to a different chassis.

They will monitor it but as to when they will fix it is anyones guess as they have to pass the work from department to department etc.
jakaris
15-03-2010, 20:58
am stuck with sky trying to get cable see how crap sky are
https://www.cableforum.co.uk/images/local/2010/03/34.png (http://www.speedtest.net)
Sephiroth
15-03-2010, 21:48
upgrading to 50mb may fix it as u maybe moved to a different chassis.

They will monitor it but as to when they will fix it is anyones guess as they have to pass the work from department to department etc.

Are you sure he'll be moved to a different chassis? 50 & 20 now share UBR type, though I'm not sure if that's been done everywhere yet.
Peter_
15-03-2010, 21:50
Are you sure he'll be moved to a different chassis? 50 & 20 now share UBR type, though I'm not sure if that's been done everywhere yet.
The are still many on VXR7200 chassis on a 20Mb connection around the country.
Welshchris
15-03-2010, 21:50
thats why i said he MAYBE moved as i couldnt be 100%
jb66
15-03-2010, 22:05
The engineers cant help you with speed, they can only ensure you have a good connection, if there are problems at the headend then all an engineer can do is pass the information on
Peter_
15-03-2010, 23:21
thats why i said he MAYBE moved as i couldnt be 100%
He can go onto a Cisco 10000 or a BSR it just depends on his location.