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Rattic
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Poor speeds - WA7 Runcorn

Hi,

I'm currently only receiving 4-6mbps at peak hours, I know that speeds drop during peak hours but for an upto 60mbps service, I can't help but find that unacceptable. I phoned up yesterday, spoke to someone who basically after over half an hour on the phone told me to reset the superhub 2 to factory defaults and that should fix the problem....except I then kept them on the phone whilst I did another test and of course that didn't resolve the issue, I was then told to reset my laptop, which didn't work and then I was told it was being put forward to be fixed within 24 hours...which it hasn't Smiley Sad

 

Hoping someone on here can help as I get the impression the mods on here are a bit more knowledgable?

 

I've tried numerous speed tests at different times of the day, via wired and wireless connections on my laptop, smartphone and XBOne with very similar results. I feel that the issue has been going on for a while now, but has only just started to been majorly noticable this last week or so. Sky On Demand downloads have been taking much longer than usual before they're available to view for a while now and I'm getting varying degrees of lag whilst on the XBOne (anything from timing variances between kills and killcams on COD to huge stutters where the game is unplayable).

 

speedtest.net in general shows speeds between 4 and 50mbps, but in general at peak hours thats when I receive the biggest and most noticable drop. I'd say my average speeds during peak hours are 5mbps and out of peak hours about 35mbps. I also used to get pings of 8-9ms, but now it's jumped up to between 9 and 46ms. Upload speeds seem OK (approx: 3mbps?) Here's some info:

 

Tracing route to bbc.co.uk [212.58.246.103]
over a maximum of 30 hops:

  1    <1 ms    <1 ms     1 ms  routerlogin.net [192.168.0.1]
  2    45 ms    64 ms    51 ms  cpc1-runc6-2-0-gw.1-3.cable.virginm.net [86.0.36
.1]
  3    52 ms    44 ms    41 ms  bagu-core-2a-ae3-1171.network.virginmedia.net [8
0.5.160.213]
  4    47 ms    85 ms   141 ms  manc-bb-1d-ae10-0.network.virginmedia.net [80.5.
161.241]
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8    66 ms    60 ms    63 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250
.15.210]
  9    72 ms    92 ms    55 ms  212.58.239.249
 10     *        *        *     Request timed out.
 11    62 ms    52 ms    57 ms  ae0.er02.cwwtf.bbc.co.uk [132.185.254.90]
 12    58 ms    56 ms    59 ms  132.185.255.165
 13    59 ms    46 ms    69 ms  fmt-vip132.cwwtf.bbc.co.uk [212.58.246.103]

Trace complete.

Downstream

Power Level (dBmV)3.883.823.953.983.974.104.314.27
RxMER (dB)37.6437.3637.6437.3638.2637.9438.2637.94

 

Upstream

Power Level (dBmV)41.75N/AN/A43.25

 

 

If you need any more info, please let me know as I'd like to get this sorted ASAP.

 

Thanks

Dave (WA7-Runcorn area)

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Rattic
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Re: Poor speeds - WA7 Runcorn

I've also had 19 "No Ranging Response received T3 timeout"s in the past 2-3 hours which I'm guessing isn't right?
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fatalexception
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Re: Poor speeds - WA7 Runcorn

It's the same I think for everyone in Runcorn at the moment just google this ref F002804162. I'm on the 120 and it drops from 120mb to 8-10 in the evenings. They keep giving fault review dates which get pushed back but no fix dates. BT are offering infinity near Runcorn East and the other cabinet is due to go live and start taking orders anytime now. In the mean time ring up every month and get your money back. They might fix the fault but it's been flagged since last year and they're not really bothered.

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Re: Poor speeds - WA7 Runcorn

Hi,

Thanks for the info. Much appreciated! I've had problems over the last couple of years, on and off, but never as bad as what it is now. However, I've visited these forums before and can't help but notice an increase in the amount of complaints, and that's just in the upto 60mbps section :/ I've read other posts where these fix/review dates keep getting put back, so I'm not holding much hope on this getting sorted any time soon. Sounds like BT will release Infinity in my area quicker than VM will get my issue fixed.

 

Disappointed is an understatement, especially when you know VM wont be refusing new customers in the area.

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Re: Poor speeds - WA7 Runcorn

Hi Rattic,

 

Sorry to hear the speeds are so poor and unstable. As this is noticably worse in the evenings I'd assume this is down to utilisation but as the speeds are up and down at all times as you've tested then there's something else at play. 

I've checked your connection and the utilisation is indeed the problem for the most part and is already raised under fault ticket F002804162 and is currently due for review 25/03/15. The rest of the connection looks fine but those T3s are certainly a concern. I can get a technician out to check your connection and see if there's anything that can be done in the mean time to improve things. 


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Re: Poor speeds - WA7 Runcorn

Thanks. I not long ago reset the router as my Sky box has managed to completely lose connection. It's now connected again, but I just noticed this in the router logs, not sure if it's anything to do with you guys:

 

19/12/2014 20:29:36 GMT19/12/2014 20:29:36 GMTError (4)69010700SW upgrade Failed after download - Incompatible SW file
     
19/12/2014 20:28:27 GMT19/12/2014 20:28:27 GMTNotice (6)69010200SW Download INIT - Via Config file tftp file-********
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fatalexception
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Re: Poor speeds - WA7 Runcorn

Network Log

First TimeLast TimePriorityError NumberDescription
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out
21/12/2014 00:40:20 GMT21/12/2014 00:40:20 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

 

LMAO don't think it's just one customer with problems here.

 

Wow just had letter offering me the Big Kahuna deal with speeds up to 152Mb. Someone please tell the marketing people that you can't even offer 10mb in this area @ peak times please.

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Re: Poor speeds - WA7 Runcorn

Hi Rattic,

 

Just to let you know that the 'incompatible SW file' message isn't anything to worry about, just means the Hub has picked up an update not intended for it and has rejected it.

 

 

Ralph_R
Forum Moderator

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Re: Poor speeds - WA7 Runcorn

Hi fatalexception,

 

Apologies for the ongoing slow speed problems, although along with the high utilisation the high T3 error count may also be a cause for concern. These may have been caused by recent maintenance although if they're still climbing please let us know as this may be indicative of a separate fault and require further investigation.

 

Many Thanks

Ralph_R
Forum Moderator

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fatalexception
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Re: Poor speeds - WA7 Runcorn

And this is when I can be **bleep**d looking at the log.

 

28/12/2014 11:55:21 GMT 28/12/2014 11:55:21 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 11:45:21 GMT 28/12/2014 11:45:21 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 11:40:22 GMT 28/12/2014 11:40:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 11:35:21 GMT 28/12/2014 11:35:21 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 10:45:21 GMT 28/12/2014 10:45:21 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 09:30:22 GMT 28/12/2014 09:30:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 09:30:22 GMT 28/12/2014 09:30:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 08:40:22 GMT 28/12/2014 08:40:22 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 06:56:15 GMT 28/12/2014 06:56:15 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
28/12/2014 06:20:15 GMT 28/12/2014 06:20:15 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 04:50:15 GMT 28/12/2014 04:50:15 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 01:50:15 GMT 28/12/2014 01:50:15 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 01:50:14 GMT 28/12/2014 01:50:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 01:35:14 GMT 28/12/2014 01:35:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 01:35:14 GMT 28/12/2014 01:35:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 01:30:14 GMT 28/12/2014 01:30:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 01:20:15 GMT 28/12/2014 01:20:15 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 01:20:14 GMT 28/12/2014 01:20:14 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
28/12/2014 01:15:15 GMT 28/12/2014 01:15:15 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out

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