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wjf
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intermittent and slow broadband

I have a Superhub 2 and the connection keeps dropping.  Also, when it works it seems to be slow - I've been testing the speed at different times of the day & week, and I've only clocked download speeds between 1 & 40mbps, despite having the 200mpbs package.

The Superhub is in modem mode and for ages I've blamed my wireless router but I've now realised the problem is the Superhub.

Attached are screenshots from the Superhub status.  It looks like the Downstream power levels are too low.  How do I get this fixed?

Thanks,

Will.

 

router_upstream.PNGrouter_downstream.PNG

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Forum Team (Retired) Adam_L
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Re: intermittent and slow broadband

Hi wjf, 

Thanks for letting us know about your issues with your broadband connection being slow and intermittent, I apologise for any inconvenience caused.

I have run some checks from here and I couldn't see anything out of the ordinary, no errors or time outs inside the Hubs logs and all of the power levels are within the preferred ranges.

Are you still having these issues? If so, how are you connected wired or wireless?

When the connection drops, what does the Hubs light sequence indicate?

Please include a recent copy of your Hubs logs in your response for me to compare with the data we have here.

Take care, 

Thanks, 

Adam.


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wjf
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Re: intermittent and slow broadband

Generally I'm connected via wireless, but devices connected wired (eg TV) experience issues as well.

The connection hasn't dropped completely the last few days, but speed is still slow.  I keep testing the speed at different times of days and I haven't clocked a speed above 50mb/s.

Below are my network logs:

First TimeLast TimePriorityError NumberDescription
06/02/2017 06:42:54 GMT06/02/2017 06:42:54 GMTWarning (5)66050310Auth Success - Web login successful.
05/02/2017 23:12:29 GMT05/02/2017 23:12:29 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 22:52:11 GMT02/02/2017 22:52:11 GMTError (4)68010400DHCP REBIND WARNING - Field invalid in response
02/02/2017 22:51:14 GMT02/02/2017 22:51:14 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 22:50:19 GMT02/02/2017 22:50:19 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 22:48:28 GMT02/02/2017 22:48:28 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 22:44:47 GMT02/02/2017 22:44:47 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 22:37:25 GMT02/02/2017 22:37:25 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 22:22:40 GMT02/02/2017 22:22:40 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 21:53:11 GMT02/02/2017 21:53:11 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 20:54:13 GMT02/02/2017 20:54:13 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 18:56:15 GMT02/02/2017 18:56:15 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 15:00:22 GMT02/02/2017 15:00:22 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
02/02/2017 07:08:35 GMT02/02/2017 07:08:35 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
01/02/2017 15:25:01 GMT01/02/2017 15:25:01 GMTError (4)68010100DHCP RENEW sent - No response for IPv4
27/01/2017 20:05:24 GMT27/01/2017 20:05:24 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
27/01/2017 19:50:14 GMT27/01/2017 19:50:14 GMTError (4)68000407TOD established
27/01/2017 19:50:01 GMT27/01/2017 19:50:01 GMTCritical (3)82000200No Ranging Response received - T3 time-out
27/01/2017 19:49:59 GMT27/01/2017 19:49:59 GMTWarning (5)84020200Lost MDD Timeout

 

 

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Re: intermittent and slow broadband

Hi wjf

Thanks for getting back to us with that info. Everything looks ok when checking over your connection again. Are you still experiencing a slow and intermittent service? If so it may be worth setting up a Thinkbroadband BQM graph and running it for a day or two. If you can post the results back here we'll certainly take a look to see if it shows any issues. You will need to enable the hub to respond to ICMP echo requests which you can do in advanced settings, ping, in the hub GUI. 

Kind regards,

Ty


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wjf
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Re: intermittent and slow broadband

This service is just awful.  I have yet to clock a speed of over 50mbps.  I am having to restart my router several times a day at the moment just to get any connection at all.

I try calling the helpline and all I get is people trying to run remote tests or telling me not to put the router behind the TV.  I work long hours and have 3 small children - I do not have time to spend hours on the phone to a helpdesk or to set up monitoring software myself.

I have supposedly been paying for the premium service, and this is anything but.

If this does not get resolved in the near future I will be leaving Virgin Media.

 

 

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Re: intermittent and slow broadband

Hi wjf,

 

Thanks for posting back here and apologies you are still having an issue with the broadband connection.

 

As we are unable to see any faults on the network that would cause you to experience slow speeds, we would need further diagnostics to be completed for us to understand what is causing this issue.

 

If you can complete speed tests whilst the Super Hub is in modem mode and set up a BQM graph, that would be very helpful.

 

Speak soon

Sam


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