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damo2986
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Massive Speed Drop Whilst Streaming

Hello all, hoping someone can help me out.

I upgraded to the VIVID 200 in January this year having been on VIVID 120 previously.  I am a regular streamer and on my old internet connection I had no issues whatsoever and could stream for as long as I liked with no noticeable performance issues.

Since upgrading to VIVID 200 and installing the new superhub, I have had some problems.  The first issue that I have is that the internet will periodically drop out leading me to have to restart the hub. This has happened at least 8 - 10 times since installing it.  This did not happen with my old equipment.

The second and perhaps most annoying issue occurs when I'm streaming.  After streaming for about 60 - 90 minutes my speeds and ping suddenly nose dive considerably leading to a very stuttery and lag infested stream.  I have tried to reboot the modem several times and this does not help.  The streams are fine to start with, the speeds drop after the aforementioned times.  This did not happen at all whilst on VIVID 120 using my old equipment.

I have changed no other settings at all, the only change has been to the superhub and the upgrading of the internet itself.  I am aware of the traffic management policy but the speeds I get when they drop whilst streaming are way below the stated numbers.  Even if suffering from the 120 minute traffic management speeds the stream should still run fine.

Below are the numbers from my network status and logs:

Modem Initialisation Stage Status
Downstream AcquisitionLocked
Primary Frequency274750000 Hz
DHCPDone
TFTPDone
Time Of Day18:10:50 BST
SecurityBPI+
Counters T1,T2,T3,T4,Sync,Resets000,000,000,000,000,000
Internet Connection IP Address Status
WAN IP Address82.31.40.5
Lease Time Remaining5 days 00h:53m:58s
ExpiryThu 14 Apr 19:04
Current Network TimeSat 09 Apr 18:10 BST
Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked74274750000 Hz256 QAM2.1 dBmV 39.4 dB351306
Locked73266750000 Hz256 QAM1.6 dBmV 39.0 dB693294
Locked75282750000 Hz256 QAM2.0 dBmV 39.4 dB285285
Locked76290750000 Hz256 QAM2.3 dBmV 39.9 dB10071006
Locked77298750000 Hz256 QAM1.7 dBmV 39.9 dB968968
Locked78306750000 Hz256 QAM1.3 dBmV 39.9 dB306306
Locked79314750000 Hz256 QAM1.1 dBmV 39.4 dB10401028
Locked80322750000 Hz256 QAM1.6 dBmV 39.9 dB314314

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked146200000 HzATDMA49.5 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked425800000 HzATDMA46.0 dBmV16QAM6400000 Hz5120 Ksym/sec

 

Date Time Error Number Error Description
09/04/201617:10:28 GMT66050310Auth Success - Web login successful.
09/04/201616:43:19 GMT66050310Auth Success - Web login successful.
09/04/201616:43:12 GMT66050300Auth Fail - Web login failed.
09/04/201616:43:05 GMT66050300Auth Fail - Web login failed.
09/04/201614:02:59 GMT68010302DHCP WAN IP - 82.31.40.5
09/04/201614:02:06 GMT68000407TOD established
Time Not EstablishedTime Not Established84000510Downstream Locked Successfully
08/04/201612:59:30 GMT68010302DHCP WAN IP - 82.31.40.5
08/04/201612:58:57 GMT68000407TOD established
08/04/201612:58:44 GMT82000200No Ranging Response received - T3 time-out
08/04/201612:58:41 GMT82000200No Ranging Response received - T3 time-out
08/04/201612:58:38 GMT82000200No Ranging Response received - T3 time-out
08/04/201612:58:36 GMT82000200No Ranging Response received - T3 time-out
08/04/201612:58:28 GMT84000510Downstream Locked Successfully
08/04/201612:57:52 GMT68010100DHCP RENEW sent - No response for IPv4
08/04/201611:33:15 GMT68010100DHCP RENEW sent - No response for IPv4
08/04/201608:44:01 GMT68010100DHCP RENEW sent - No response for IPv4
08/04/201603:05:33 GMT68010100DHCP RENEW sent - No response for IPv4
07/04/201615:48:39 GMT68010100DHCP RENEW sent - No response for IPv4
04/04/201605:05:11 GMT68010302DHCP WAN IP - 82.31.40.5

 

I use a wired connection and use the modem in router mode.

Any assistance would be greatly appreciated.

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Re: Massive Speed Drop Whilst Streaming

Hello damo2986

 

Welcome to our forum, I am sorry you are having problems with streaming, we will take a look.

Your line and hub look good, all levels nicely in specification. I can see you have a few T3s in the log posted but at the moment the hub is reporting a continuous connection for the last 3 days with no T3s. The area data looks good also, an odd peak of high traffic in the evening but not too bad. You do have a point when you mention Virgin Media Cable traffic management policy this does play a factor and I wonder if it is all down to streaming or whether another programme or device is using up upstream bandwidth and causing streaming problems. 

At the moment it looks like no devices are connected to the hub, please may I ask are you streaming over a wired or wireless connection? 

If you temporarily try modem only mode do you still have an issue?

 

Thank you

Nicola

Virgin Media Forum Team
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damo2986
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Message 3 of 7
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Re: Massive Speed Drop Whilst Streaming

Hello Nicola,

Thank you for your response. I am streaming over a wired connection. I do have other devices connected to the hub, however they are not in use very often and thus during my next stream I will try using the hub in modem only mode to see if that changes anything.

I will report back with my findings.
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damo2986
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Re: Massive Speed Drop Whilst Streaming

I conducted a stream this afternoon in modem only mode as suggested and everything ran fine, no massive speed drops as has happened with the hub in its normal mode.

The other devices that are connected to my hub when I'm streaming are two games consoles and a second home computer all of which are off when I'm streaming so I highly doubt that they are interfering with my upstream.

I have also seen posts from others on here that complained of 'lag spikes' and speed issues with the hub in its normal mode but these disappear when it is put in modem only mode.

So what do I do from here? It seems to me that there is an issue with the hub her. As mentioned in my original post this problem did not occur using my old hub when I was on 120mb package. It is inconvenient to put the hub into modem only mode before every stream and surely it should work fine in its normal mode. Another potential solution would be to purchase a separate wireless router but I really don't fancy paying for that when things worked before using the old hub. Are there any potential settings to change that may help? Would a new Superhub potentially sort the issue?

I look forward to a reply.
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Re: Massive Speed Drop Whilst Streaming

Hello damo2986

 

Thanks for trying modem only mode, it is an interesting problem. I wonder if turning off the hub firewall makes a difference or perhaps specifying your streaming device as DMZ. If that doesn't help would you please be kind enough to try a reset Resetting your Virgin Media router.

 

Many thanks

Nicola

Virgin Media Forum Team
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damo2986
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Re: Massive Speed Drop Whilst Streaming

I tried another stream this afternoon with the Superhub back in its normal mode but with the in built firewall turned off.  The stream passed once again with no major drops in speed which indicate that the issue lies with the firewall feature it would seem.  How much of an issue is turning off the firewall feature of the hub? I have my own firewall, spyware and anti virus software on my computer.

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Re: Massive Speed Drop Whilst Streaming

Hello damo2986

Thank you for getting back and carrying out all the diagnostics, really appreciate it. I wonder if it is a case of the firewall blocking a port used for streaming rather than not working. There is a list of the ports affected by the firewall here What are the firewall settings for the Virgin Media Super Hub? Is it just streaming from one site affected, are you able to stream from the BBC iplayer or Youtube okay? What site are you trying to stream from? Do they have any advice for what ports need to be open as perhaps you may be able to enable the firewall and just forward the specific ports? I know it is a long shot but I would suggest a factory reset of the hub as it occasionally resolves firewall issues. 

Thanks again for your help

Nicola

Virgin Media Forum Team
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