Menu
Reply
  • 21
  • 0
  • 1
sherry69
Tuning in
192 Views
Message 1 of 22
Flag for a moderator

Broadband randomly drops to 1mb

Hi,

For the last few months my broadband drops down to around 1mb. I have reset the hub several times but it still happens.
I have called Virgin and the people I spoke to where not much help. They could hardly understand my accent. I was told by 2 people that they would send a new hub and after a week I called to find out where it was. I was then told it was not on order and they would send an engineer out. It was running as it should up till the day before the engineer was due so I cancelled it. That was 2 weeks ago and now it has done it again. This is driving me bonkers. Any help would be great.
0 Kudos
Reply
  • 1.22K
  • 91
  • 228
stevedh2
Knows their stuff
185 Views
Message 2 of 22
Flag for a moderator

Re: Broadband randomly drops to 1mb

1stly it takes around 1 to 2 weeks for virgin staff to get to this message.

In the meantime 1st question are you connected wired or wireless?

also connect to the hub at 192.168.0.1 click on check router stats, and post them here

  • 21
  • 0
  • 1
sherry69
Tuning in
169 Views
Message 3 of 22
Flag for a moderator

Re: Broadband randomly drops to 1mb

Thanks for the reply.
It happens to both ethernet and WiFi.

Can you please tell me how to get the router stats. I can get logged on but don't know how to get the stats.
0 Kudos
Reply
  • 1.22K
  • 91
  • 228
stevedh2
Knows their stuff
149 Views
Message 4 of 22
Flag for a moderator

Re: Broadband randomly drops to 1mb

Hi don't logon, depending on hub version there should be a link on the login page. mine says 'check router status'

0 Kudos
Reply
  • 7.26K
  • 305
  • 520
Forum Team
Forum Team
136 Views
Message 5 of 22
Flag for a moderator

Re: Broadband randomly drops to 1mb

Hi sherry69,

 

Welcome to the Community!

 

Really sorry to hear you're having trouble with your connection.

 

I've run a diagnostic on your account and I can see an issue with your Upstream Power levels that will need to be adjusted by a technician. I've sent you a private message (purple envelope at the top right of your screen) so I can arrange an appointment.

 

Speak soon Smiley Very Happy

 

Josh


Tech fan? Have you read our Digital life blog yet? Check it out


0 Kudos
Reply
  • 21
  • 0
  • 1
sherry69
Tuning in
120 Views
Message 6 of 22
Flag for a moderator

Re: Broadband randomly drops to 1mb

Hi Josh,
I have had an engineer out and he ran some tests, upgraded me to a super hub 3 and installed a booster. I am still getting drop outs. Some times when I do a speed test I don't even get a speed I get a network error. This is happening intermittently and is really annoying. It tends to go down most during the night but can be in daytime too. I used to get a great WiFi signal up my loft but this is terrible now. I would say after all the work things are probably worse.
0 Kudos
Reply
  • 21
  • 0
  • 1
sherry69
Tuning in
110 Views
Message 7 of 22
Flag for a moderator

Re: Broadband randomly drops to 1mb

It is definitely dropping out more during the night. It has done it at least the last 3 nights i have noticed. It is going from 75mbs to no network connection and then back up to 75mbs very quickly. Streaming is impossible when it is doing this and it is becoming a real pain.

I have copied the following network log from the hub today. It is showing todays date as 1970-01-01.

2017-02-27 18:49:55.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-27 18:49:56.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-27 18:49:56.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-27 19:06:45.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-27 19:18:03.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-27 20:25:02.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-02-27 20:43:20.00 68010400 DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-03 01:32:54.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-04 16:13:18.00 68010100 DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-05 07:49:04.00 69010200 SW Download INIT - Via Config file
2017-03-05 07:58:53.00 69011200 SW download Successful - Via Config file
2017-03-05 19:18:43.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-09 20:59:01.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-09 21:16:25.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:27.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:27.00 84020300 MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:40.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:10.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:10.00 84020300 MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:02:23.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
  • 21
  • 0
  • 1
sherry69
Tuning in
103 Views
Message 8 of 22
Flag for a moderator

Re: Broadband randomly drops to 1mb

Internet is unusable again. Had to do this on my mobile 😠😠😠
0 Kudos
Reply
  • 7.2K
  • 173
  • 420
Forum Team
Forum Team
81 Views
Message 9 of 22
Flag for a moderator

Re: Broadband randomly drops to 1mb

Hi sherry69, 

 

Thanks for getting in touch, I am sorry to see you have continued to have trouble with your connection.

 

I have taken a look and things look ok from this side. 

 

So we can try to get to the bottom of this I am going to run through some questions. 

 

Are you using a wired or a wireless connection? If wireless try wired let us know if it makes a difference. Pop the Hub into Modem only Mode with the computer in safe mode with networking.

 

It may also help to see a BQM. (Please be aware link is external and we're not responsible for its contents). 

 

All the best

 

Emma

 

 


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 21
  • 0
  • 1
sherry69
Tuning in
71 Views
Message 10 of 22
Flag for a moderator

Re: Broadband randomly drops to 1mb

Hi Emma,

My issues are with wired and wireless connections.

I can confirm that my issues are mostly during the night. There always seems to be issues after midnight and still before i go to work but when i get home it is ok again.

I have been running a BQM since saturday

http://www.thinkbroadband.com/ping/share/0df98915894e358cc623e6ea8c375997-11-03-2017.html

http://www.thinkbroadband.com/ping/share/27722e684e564876ac905bd5229efd81-12-03-2017.html

http://www.thinkbroadband.com/ping/share/1615b6a44512c6d803f211d4f6511b08-13-03-2017.html

 

Even during the times when i have issues i can run a speed test and it can be above 70mbps and then do a test again a few seconds later it can be below 1mbps or i get nothing.

 

Thank you

0 Kudos
Reply