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Smokeybiker
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Excessive buffering and wifi connection loss

For the last 6 months I have had a lot of problems with excessive buffering of videos that I'm trying to stream.  I have a Virgin Superhub with a wired connection to my smart TV.  When trying to use BBC iPlayer I can generally watch a few minutes and then it will buffer for longer than I have cared to wait.  I need to turn of the HD stream to get it to work.  With Netflix it streams at a very low bit rate for quite a while before it gets anywhere near HD quality.  My connection is allegedly 70Mb/s.

I have the same problem with wireless streaming. 

In addition many of my devices within the house lose wifi connection to the router on a routine basis despite signal strength being "high".  

I have contacted customer services and we reset the router but that has not solved the problems.  They also tried to convince me that both problems were related to maintenance in the area (for 6 months?!).  I can't see how the 2 issues are linked other than there being a problem with the router and that the router should be replaced.

Any thoughts?

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Superuser
Superuser
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Message 2 of 5
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Re: Excessive buffering and wifi connection loss

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button in the top right of the screen.
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting, but do obscure personal information like your WAN IP address.

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Smokeybiker
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Re: Excessive buffering and wifi connection loss

Downstream

DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8 499000000 Hz N/A N/A N/A N/A N/A N/A N/A Locked N/A N/A N/A N/A N/A N/A N/A 0 N/A N/A N/A N/A N/A N/A N/A QAM256 N/A N/A N/A N/A N/A N/A N/A 6.952000 N/A N/A N/A N/A N/A N/A N/A I=12
J=17 N/A N/A N/A N/A N/A N/A N/A 1.3 dBmV N/A N/A N/A N/A N/A N/A N/A 39.9 dB N/A N/A N/A N/A N/A N/A N/A

Frequency (Hz)
Lock Status(QAM Lock/FEC Sync/MPEG Lock)
Channel ID
Modulation
Symbol Rate (Msym/sec)
Interleave Depth
Power Level (dBmV)
RxMER (dB)

 

 

Upstream

  US-1 US-2 US-3 US-4 2.0 N/A N/A N/A 92 N/A N/A N/A 53700000 Hz N/A N/A N/A Success N/A N/A N/A QAM64 N/A N/A N/A 5120000 N/A N/A N/A 64 N/A N/A N/A 44.3 dBmV N/A N/A N/A 0 N/A N/A N/A 0 N/A N/A N/A 58 N/A N/A N/A 0 N/A N/A N/A

Channel Type
Channel ID
Frequency (Hz)
Ranging Status
Modulation
Symbol Rate (Sym/sec)
Mini-Slot Size
Power Level (dBmV)
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts

 

Network Log

First TimeLast TimePriorityError NumberDescription
 24/01/2017 16:07:35  24/01/2017 16:07:35  Critical (3)  2436694074  CMTS DCC 499000000 MHz 
 24/01/2017 02:11:05  24/01/2017 02:11:05  Critical (3)  2436694078  TOD established 
 24/01/2017 15:54:41  24/01/2017 15:54:41  Critical (3)  82000500  Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0
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Superuser
Superuser
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Message 4 of 5
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Re: Excessive buffering and wifi connection loss

You are only picking up one downstream channel and one upstream channel.

You could check the coax cable from the hub to the cable entry point for obvious signs of damage and all connecters are hand tight and reboot the hub.

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.

 

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Forum Team (Retired) Adam_L
Forum Team (Retired)
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Re: Excessive buffering and wifi connection loss

Hi Smokeybiker, 

Thanks for posting! I am sorry to hear about your issues with excessive buffering and WiFi connection loss, I apologise for any inconvenience caused.

I have tested things from here and I can see that your Hubs logs show a lot of time outs isnide and will need to be looked at by one of our engineers. I will send you a PM (purple envelope at the top) detailing what's required in order to proceed with making the booking. Please respond to me there and I'll get this sorted for you.

Take care, 

Thanks, 

Adam.


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