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Message 1 of 6 (99 Views)

Wireless suddenly on a go slow

We've had Virgin for a few months and everything has been going fine until yesterday when our wifi just dropped out and is so slow it's unusable. 

The Ethernet connection is fine and i'm running an Apple Airport Express over this creating a separate wifi upstairs and this is fine. 

I can see going through my router status i have  quite a lot of:

  • Sync Timin Synchronization failure
  • Lost MDD Timeout
  • No Ranging Response Received - T3 Time-out
  • RCS partial Service

I've tried changing the channels and this has had no affect.

I've grabbed this data if it helps:

Cable Modem Status
Item Status Comments
Acquired Downstream Channel(Hz)
299000000
Locked
Ranged Upstream Channel(Hz)
31000000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 299000000 -6.7 35.5 256 qam 17
2 323000000 -7.7 35 256 qam 20
3 315000000 -7.5 35 256 qam 19
4 307000000 -7.2 35 256 qam 18
5 291000000 -6.5 35 256 qam 16
6 283000000 -6.5 35.5 256 qam 15
7 275000000 -6 35.5 256 qam 14
8 267000000 -5.5 35.7 256 qam 13
9 259000000 -5.2 35.7 256 qam 12
10 251000000 -4.9 35.5 256 qam 11
11 243000000 -4.5 35.5 256 qam 10
12 235000000 -4.4 35.5 256 qam 9
13 227000000 -4.2 35.5 256 qam 8
14 219000000 -4 34.9 256 qam 7
15 211000000 -4 35.5 256 qam 6
16 203000000 -3.7 35.5 256 qam 5
17 195000000 -3.5 35.5 256 qam 4
18 187000000 -3.4 35.5 256 qam 3
19 179000000 -3.4 35.7 256 qam 2
20 171000000 -3.7 35.7 256 qam 1

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
50 31000000 ATDMA 54 64 qam 6400000 5120
51 24400000 ATDMA 54 64 qam 6400000 5120

I have an engineer coming to fix my phone line as that's been broken two weeks on Wednesday (if he turns up this time), is it worth mentioning this to him or calling in?

Anything i can do to help the situtation?

 

 

 

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Superuser
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Registered: ‎17-10-2010
Message 2 of 6 (75 Views)

Re: Wireless suddenly on a go slow

Your downstream power levels are out of spec on the higher frequencies suggesting your power slope is askew, and your upstream power levels are too high.

I am suprised the wired connection is not experiencing a slowdown as well. You may have a wireless problem like interference from neighbouring wifi networks and domestic appliances affecting your wireless as well, but it will be wise to get the power levels sorted first as any local circuit issues will mask any potential wireless issues.

It maybe worth checking the coax cable from the back of the hub to the cable entry point for obvious signs of damage, kinks and all connectors are hand tight. Apart from that there is not a lot you can do.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

In the meantime it maybe worth reading up on a few tios on how to improve your wifi signal here.

Forum Team
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Registered: ‎05-12-2011
Message 3 of 6 (52 Views)

Re: Wireless suddenly on a go slow

Hello Hopkins10911

 

Welcome to our forum, sorry you have been having some connection problems, I can see that the engineer has been and the line/hub are looking much better now, fingers crossed the wireless is more stable too but if not please check out the link griffin kindly posted.

 

Thank you

Nicola

Virgin Media Forum Team
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Message 4 of 6 (41 Views)

Re: Wireless suddenly on a go slow

Hi Nicola, 

The engineers were great and got it working again, now we have instability with the wifi where its great one minute and the next dead and not working. 

What's the next steps?

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Message 5 of 6 (39 Views)

Re: Wireless suddenly on a go slow

My Event log seems to have been in overdrive today:

Date And Time Error Number Event Description
2017-03-16 11:14:14.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:14:18.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:14:24.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:15:16.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:17:38.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:17:43.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:17:48.00 82000100 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:18:19.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:18:19.00 84020300 MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:18:33.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:18:55.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:18:55.00 84020300 MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:19:08.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:33:09.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:33:09.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:33:09.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:33:09.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:33:13.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:33:18.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-16 11:34:14.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels
Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 299000000 -2.2 35.7 256 qam 17
2 323000000 -3.2 35.5 256 qam 20
3 315000000 -2.9 35.5 256 qam 19
4 307000000 -2.5 35.7 256 qam 18
5 291000000 -2 35.5 256 qam 16
6 283000000 -1.9 35.7 256 qam 15
7 275000000 -1.5 35.5 256 qam 14
8 267000000 -1.2 35.7 256 qam 13
9 259000000 -1 35.7 256 qam 12
10 251000000 -0.5 35.7 256 qam 11
11 243000000 -0.4 35.5 256 qam 10
12 235000000 -0.2 35.7 256 qam 9
13 227000000 0 35.7 256 qam 8
14 219000000 0 35.7 256 qam 7
15 211000000 0 35.5 256 qam 6
16 203000000 0.4 35.5 256 qam 5
17 195000000 0.5 35.7 256 qam 4
18 187000000 0.7 35.7 256 qam 3
19 179000000 0.7 35.7 256 qam 2
20 171000000 0.4 35.7 256 qam 1

 

hannel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
49 37600000 ATDMA 46.8 64 qam 6400000 5120
51 24400000 ATDMA 46.8 64 qam 6400000 5120

 

Operational Configuration
General Configuration Value
Network access
Enabled
Maximum Number of CPEs
1
Baseline Privacy
Enabled
Docsis Mode
Docsis30
Config file
V3c1310bb03cca99.cm
Primary Downstream Service Flow
SFID 118874
Max Traffic Rate 115100000
Primary Upstream Service Flow
SFID 118873
Max Traffic Rate 6400000

I must say when i called previously i was told everything is fine, spent an hour on the phone and they gave up as they knew i had an engineer coming. 

Is there anyone that can help me get this sorted quicker?

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Message 6 of 6 (16 Views)

Re: Wireless suddenly on a go slow

Hi Hopkins10911,

 

Thanks for getting back to us after the engineer visit.

 

In regards to the time-outs from the network log, I am unable to see any issues on the network that would cause these. If these are still appearing, can you post the network log again for me please?

 

With the wireless, you can try to separate the networks as the Hub 3 broadcasts the both 2.4 GHz and 5 Ghz as one. This will also make it easier for your devices to connect too. To do this type in 192.168.0.1 in the address, sign in with the details underneath the router, and under Advanced on the left go into Wireless.

 

You can try to change the wireless channel to see if that will improve the connection.

 

Let me know how you get on

Sam


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