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jojomonsta
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Poor download speeds on wired PS4 and loss of connection.

Hello all!
Ok, so we have been using Virgin Media for a few months after terrible problems with our previous provider, however we are now having issues with our Virgin Broadband.

We have the SuperHub downstairs and the wireless speeds are average. However, my brother uses a wired connection to his PS4 upstairs, but this is also poor.

We have since upgraded to 100mbps but, unless you are wired in right next to the router, the speeds are still low.

On wifi I am able to get download speeds around 36mp. If I use the cable on my laptop I can get 103mbp. Using the cable upstairs on the PS4 it's about 50mbp.

I have considered switching to Modem Mode, and trying this for the PS4 however, this means only one external port will be enabled, so we can either run the hard-wired PS4 off it, or a separate router. As there are 3 of us using the broadband (1 gaming, 2 surfing/streaming) the separate router would be the only option.

The other, more annoying, issue we've been having is that the connection keeps dropping. Whether wireless or cabled, we are finding the connection drops regularly. This can happen at peak times, but also in the middle of the night!

Anyone have any suggestions for improving the speeds and ideas why we are losing the connection, wired or wireless? I know I should probably contact support regarding the connection loss, but I guess I am delaying the inevitable!

Thanks in advance!

I work in IT, but I am a Test Analyst. I break stuff, I don't fix it!
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Re: Poor download speeds on wired PS4 and loss of connection.

The Sony speed tests on PS3 & PS4 are notorious for not reflecting the true speed of your connection.  The Sony test can be giving me 50-60Mbps on my PS4 and then a test straight after that on my PC says 200Mbps.  You could try this site in the PS4 web browser: http://testmy.net/multithread  It usually gives me higher results than the Sony test.  If is not just a Sony speed test issue then it could be damage to the cable going upstairs.  Have you tried a test using the laptop cable with the PS4?

The VM hubs are not known for their wireless capabilities, they are very basic get you going devices that primarily work as a modem with wireless as an after thought.  For many folk they work just fine, others not so much. That is why some of us choose to put the hub in modem mode and use our own wireless routers which work much better.

There is a VM guide here which has tips for improving wireless, with changing the wireless channel being the number one suggestion.

With regard to the connection dropping for both Ethernet and wireless, that sounds like either a fault with your line or your hub.  If you could post some hub stats that might help.  You can do this by going to http://192.168.100.1/ to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here. If you attach screen shots then they will not be visible to most of us until they are approved by a moderator so pasting text is better, don't worry about the formatting.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread in a few days and run checks on your line.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong :-) If you do like my answer please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: Poor download speeds on wired PS4 and loss of connection.

The power levels on downstream and upstream appear to be within the normal range. That is a surprisingly large number of T3 timeouts in the log and could be the reason for the drop outs.  Hopefully VM staff can explain what is causing them when they get to this thread.

FYI The forum team respond to the oldest post waiting for a reply. This means if you keep posting on the thread or are having a conversation between members then it will bump you to the bottom of their list.

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong :-) If you do like my answer please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.


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Message 2 of 17
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Re: Poor download speeds on wired PS4 and loss of connection.

The Sony speed tests on PS3 & PS4 are notorious for not reflecting the true speed of your connection.  The Sony test can be giving me 50-60Mbps on my PS4 and then a test straight after that on my PC says 200Mbps.  You could try this site in the PS4 web browser: http://testmy.net/multithread  It usually gives me higher results than the Sony test.  If is not just a Sony speed test issue then it could be damage to the cable going upstairs.  Have you tried a test using the laptop cable with the PS4?

The VM hubs are not known for their wireless capabilities, they are very basic get you going devices that primarily work as a modem with wireless as an after thought.  For many folk they work just fine, others not so much. That is why some of us choose to put the hub in modem mode and use our own wireless routers which work much better.

There is a VM guide here which has tips for improving wireless, with changing the wireless channel being the number one suggestion.

With regard to the connection dropping for both Ethernet and wireless, that sounds like either a fault with your line or your hub.  If you could post some hub stats that might help.  You can do this by going to http://192.168.100.1/ to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here. If you attach screen shots then they will not be visible to most of us until they are approved by a moderator so pasting text is better, don't worry about the formatting.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread in a few days and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong :-) If you do like my answer please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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jojomonsta
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Re: Poor download speeds on wired PS4 and loss of connection.

Scott

Thank you so much for responding. This is all very useful information!

I did suspect that maybe PS4 Speedtest was a bit sketchy! I have yet to try using the shorter cable directly into the console to see if the cable is the issue. Will perhaps try that later. Or get my brother to!

Interesting about the wireless capabilities on the SuperHub. I have been toying with the idea of buying a separate router, one we can put in a better location, and trying this set up out. I think I may get on the case.

 

With regards the logs, here goes (The Network Log looks interesting!)

 

Network Log

First Time

Last Time

Priority

Error Number

Description

29/03/2016 20:04:57 GMT

29/03/2016 20:04:57 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:55 GMT

29/03/2016 20:04:55 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:53 GMT

29/03/2016 20:04:53 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:51 GMT

29/03/2016 20:04:51 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:49 GMT

29/03/2016 20:04:49 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:47 GMT

29/03/2016 20:04:47 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:45 GMT

29/03/2016 20:04:45 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:43 GMT

29/03/2016 20:04:43 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:41 GMT

29/03/2016 20:04:41 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:39 GMT

29/03/2016 20:04:39 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:37 GMT

29/03/2016 20:04:37 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:35 GMT

29/03/2016 20:04:35 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:33 GMT

29/03/2016 20:04:33 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:31 GMT

29/03/2016 20:04:31 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 20:04:29 GMT

29/03/2016 20:04:29 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

29/03/2016 19:58:10 GMT

29/03/2016 19:58:10 GMT

Error (4)

68010302

DHCP WAN IP - 82.6.60.5

29/03/2016 19:57:43 GMT

29/03/2016 19:57:43 GMT

Error (4)

68000407

TOD established

29/03/2016 19:57:23 GMT

29/03/2016 19:57:23 GMT

Notice (6)

84000510

Downstream Locked Successfully

29/03/2016 19:56:54 GMT

29/03/2016 19:56:54 GMT

Critical (3)

68000100

DHCP FAILED - Discover sent, no offer received

29/03/2016 19:54:41 GMT

29/03/2016 19:54:41 GMT

Critical (3)

82000200

No Ranging Response received - T3 time-out

 

Downstream

 

DS-1

DS-2

DS-3

DS-4

DS-5

DS-6

DS-7

DS-8

Frequency (Hz)

267000000

275000000

283000000

291000000

299000000

307000000

315000000

323000000

Lock Status(QAM Lock/FEC Sync/MPEG Lock)

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Channel ID

42

43

44

45

46

47

48

49

Modulation

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

256QAM

Symbol Rate (Msym/sec)

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

6.952000

Interleave Depth

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

I=12
J=17

Power Level (dBmV)

0.36

0.29

0.31

0.25

-0.07

-0.21

-0.15

-0.20

RxMER (dB)

36.84

36.84

37.09

37.09

37.09

37.09

37.09

37.09

Pre RS Errors

1741

7401

1590

795

299

277

928

302

Post RS Errors

292

310

278

307

298

277

925

301

 

Upstream

 

US-1

US-2

US-3

US-4

Channel Type

2.0

N/A

N/A

2.0

Channel ID

50

N/A

N/A

49

Frequency (Hz)

35800000

N/A

N/A

45800000

Ranging Status

Success

N/A

N/A

Success

Modulation

16QAM

N/A

N/A

16QAM

Symbol Rate (Sym/sec)

5120000

N/A

N/A

5120000

Mini-Slot Size

4

N/A

N/A

4

Power Level (dBmV)

44.25

N/A

N/A

44.75

T1 Timeouts

0

0

0

0

T2 Timeouts

0

0

0

0

T3 Timeouts

0

0

0

15

T4 Timeouts

0

0

0

0

 

 

Apologies this is a rather vast response!

Jo

I work in IT, but I am a Test Analyst. I break stuff, I don't fix it!
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Message 4 of 17
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Re: Poor download speeds on wired PS4 and loss of connection.

The power levels on downstream and upstream appear to be within the normal range. That is a surprisingly large number of T3 timeouts in the log and could be the reason for the drop outs.  Hopefully VM staff can explain what is causing them when they get to this thread.

FYI The forum team respond to the oldest post waiting for a reply. This means if you keep posting on the thread or are having a conversation between members then it will bump you to the bottom of their list.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong :-) If you do like my answer please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Re: Poor download speeds on wired PS4 and loss of connection.

Hi Jojomonsta,

 

Welcome to the forum and sorry to hear you're getting poor speeds.

SCA is correct about PSN speed test being a bit unreliable so it's always best to test wired over on a PC or laptop when possible. 

Having said that, I've checked your connection and can see there is a contention fault in your area under ticket F003721031. This will cause poor speeds and latency at peak times such as evenings and weekends and is due for review 13/04/16.

Those T3s on the log coincide with a brief drop in connection on your line which is unrelated to the above fault and has not reoccurred since so I'd suggest a reboot to clear the log and continue to monitor in case the issue happens again. 


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Re: Poor download speeds on wired PS4 and loss of connection.

Hi
Thanks for your reply. I have done as you suggested but this evening we have had the connection drop again. After checking the logs I have seen the following:

Network Log
First Time Last Time Priority Error Number Description
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
03/04/2016 19:11:12 GMT 03/04/2016 19:11:12 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
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Re: Poor download speeds on wired PS4 and loss of connection.

Hi Jojomonsta,

 

Thanks for posting your log. If you'll notice the timestamp on all those T3s are the same meaning it's only reporting a single T3 multiple times. This is a well known bug in the hubs and can be cleared with a quick reboot or clearing the log again. This does of course make it more difficult to see how many T3s there have been. 


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Re: Poor download speeds on wired PS4 and loss of connection.

Hi John_G

 

Fair point, I just copied and pasted but looking at it, you're right. Is there a way you can get this information saved somewhere? Or would it be a case of manually copying this data and then saving it to file. I may do this to then filter out the duplicates and get a better idea of when and where the issues are taking place.

It does seem to have a been a bit more stable this week but we have had this before, where it seems to have sorted itself out only to have a weekend where we lose connection a few times.

I will keep an eye on it.

I work in IT, but I am a Test Analyst. I break stuff, I don't fix it!
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Re: Poor download speeds on wired PS4 and loss of connection.

Hi Jojomonsta,

 

It's a bit of a tricky one, we can check the amount of T3s since your last reboot from here but it doesn't show when they occurred. 

I've just rechecked your connection and there was a fault raised for your area over the weekend which is the likely cause of the T3s. This is under ticket F004365721 and is due to close around midday today. If you continue to get drop outs after this let us know and we'll check again from here.


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Re: Poor download speeds on wired PS4 and loss of connection.

Thanks for getting back to me. Yeah we currently have no broadband at all and hoping the fault is resolved soon, even if just to stop everyone else moaning! We did have some issues on Friday and I was trying to monitor the network Log. This was an issue as I was trying to work from home at the time.
What do I need to look for and make a note of if it happens again?
I work in IT, but I am a Test Analyst. I break stuff, I don't fix it!
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