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coates13
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Unable to online game and streaming issues

I've been having some real issues over the last few days with being able to play any games online on my Xbox one and when I'm streaming TV and movies from my Xbox the connection drops off regularly. At first I thought it was an issue with Xbox live or EA. Having ran some tests in is clear that it is Virgins fault, I've been in touch a few times so that your team can open up some ports which should resolve the Xbox issue, however this was not successful. 

Please see my attached photo of my most recent UO test, it clearly shows that there is some loss of data, as hop 2, 4, 5, 6, 7, 8 & 13 are reading 0.0.0.0. Please can you help, I'm not sure what more I can do on my end, seems to be a technical fault and it's driving me mad, would be nice to have fully working internet for the Christmas period! 

 

 

Ping testPing test

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Superuser
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Re: Unable to online game and streaming issues

Those hops dont respond to ICMP echo.

So we can help us to help you, can you

Go to your Superhub Log in screen

Do NOT log in.

Little button top right.....


Can you post Upstream, Downstream and Network logs.



Screen caps are nice, C&P will do- Don't stress about formatting if you C&P. Someone will get a look and see if there's anything obvious amiss.


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coates13
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Re: Unable to online game and streaming issues

Thanks for getting back to me so quickly, please see below for my results. Hopefully you are able to determine the issue from this info so I can get it fixed asap Smiley Happy 

 

 Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz) 170750000 178750000 186750000 194750000 202750000 210750000 218750000 226750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
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) 8.24 8.13 7.71 8.03 8.34 8.26 7.73 7.34
RxMER (dB) 36.84 37.09 36.61 36.61 37.09 36.84 36.61 36.39
Pre RS Errors 17593 11964 5239 3200 357 353 416 389
Post RS Errors 291 309 295 320 308 278 298 277

 

 Upstream US-1 US-2 US-3 US-4

Channel Type 2.0 2.0 N/A N/A
Channel ID 2 4 N/A N/A
Frequency (Hz) 39400000 25800000 N/A N/A
Ranging Status Success Success Other Other
Modulation 64QAM 64QAM N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 4 4 N/A N/A
Power Level (dBmV) 47.25 46.00 N/A N/A
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

 

Network Log

First Time Last Time Priority Error Number Description
03/12/2016 16:02:01 GMT 03/12/2016 16:02:01 GMT Error (4) 68010302 DHCP WAN IP - 
03/12/2016 16:01:00 GMT 03/12/2016 16:01:00 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
03/12/2016 15:43:00 GMT 03/12/2016 15:43:00 GMT Warning (5) 66050310 Auth Success - Web login successful.
03/12/2016 15:42:30 GMT 03/12/2016 15:42:30 GMT Warning (5) 66050310 Auth Success - Web login successful.
02/12/2016 13:13:25 GMT 02/12/2016 13:13:25 GMT Warning (5) 66050310 Auth Success - Web login successful.
01/12/2016 14:43:52 GMT 01/12/2016 14:43:52 GMT Error (4) 68010302 DHCP WAN IP - 
01/12/2016 14:42:54 GMT 01/12/2016 14:42:54 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
01/12/2016 00:30:58 GMT 01/12/2016 00:30:58 GMT Error (4) 68010302 DHCP WAN IP - 
01/12/2016 00:29:59 GMT 01/12/2016 00:29:59 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
01/12/2016 00:28:38 GMT 01/12/2016 00:28:38 GMT Notice (6) 69011200 SW download Successful - Via Config file
01/12/2016 00:24:02 GMT 01/12/2016 00:24:02 GMT Error (4) 68010302 DHCP WAN IP - 
01/12/2016 00:23:10 GMT 01/12/2016 00:23:10 GMT Notice (6) 69010200 SW Download INIT - Via Config file tftp file-********
01/12/2016 00:23:04 GMT 01/12/2016 00:23:04 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
29/11/2016 12:40:06 GMT 29/11/2016 12:40:06 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
29/11/2016 07:00:23 GMT 29/11/2016 07:00:23 GMT Error (4) 68010302 DHCP WAN IP -
29/11/2016 06:59:49 GMT 29/11/2016 06:59:49 GMT Error (4) 68000407 TOD established

 

[MOD EDIT: For your security personal and private information has been removed from this post. Please review the Forum Guidelines]

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Superuser
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Message 4 of 13
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Re: Unable to online game and streaming issues

Power levels are okay- can you set up a BQM

 HERE

 Run it for say 24 hrs, and post the result.

 Dont forget youll need to make sure your super hub is configured to reply to ICMP echo requests...

 

 

 


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coates13
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Re: Unable to online game and streaming issues

Perfect, thanks. Running a test now, I'll post the results tomorrow! 

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coates13
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Re: Unable to online game and streaming issues

I've read that if I go to the sh2 settings click advance settings, click wireless radio, change 5ghz to 54mbps this could solve my issue. Would there be any downside to changing these settings and seeing if this solves my problem? 

I'm currently running a BQM test and will post the results this evening. 

Thanks, 

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Superuser
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Message 7 of 13
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Re: Unable to online game and streaming issues

I havent heard that one but anything is possible...

The only side effect would be the obvious, that channel would be speed limited.

 


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coates13
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Re: Unable to online game and streaming issues

Looked into it and couldn't be done anyway. I've managed to fix the issue by switching from the 5G WIFI to the 2G. Any idea as to why the 5G no longer works but used to? 

I ran a BMQ test, it would be much appreciated if you could let me know what you make of the results, please see below: 

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Superuser
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Message 9 of 13
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Re: Unable to online game and streaming issues

Cant see it..

 


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coates13
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Re: Unable to online game and streaming issues

testvirgin.png

Sorry, needed to edit it. Thanks in advance for your help.

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