Forum Discussion

spirit2674's avatar
spirit2674
Up to speed
2 years ago

Wired Connection issues

Hi there folks.

I wonder if I can liase with a member of the forum team to arrange the following:

(1) An engineer/technician's visit to appraise my broadband connection, at my property.  A Saturday or an evening is best.  (I work 9 to 5:30 Mon to Fri, and so, a visit during those times is not really feasible.)

(2) An installation of a Hub 5 (and not the Hub 5x), by an engineer/technician, at my property.

Over the past 1.5 months (approximately), my broadband connection has become very unreliable.

Before this, I had no critical problems with it.

I work from home, and lose connection many times throughout the day.  Video calls are often dropped.  Mere web pages can take 5+ minutes to load.

Needless to say, from professional/home-working perspective, this is very problematic.

Here is an image of my BroadBand Quality Monitor (BQM) graph (facilitated by ThinkBroadband.com), for the last 24 hours (29 Nov, circa 0500 to 30 Nov, circa 0500).

As you can see here, performance of the connection is quite alarming.  I am getting a lot of packet loss, and a lot of latency.

I use a fully wired connection/setup at home.  I do not use wireless at all.

I am still using a slightly archaic Hub 2.

I am happy to pay any appropriate fee to get the Hub 5.

Many thanks for any consideration of my requests, and I look forwards to hearing back from someone soon.

 

30 Replies

Show More
  • spirit2674's avatar
    spirit2674
    Up to speed
    2 years ago

    Hi again jbrennand.  🙂

    Many thanks for those suggestions there.  Once again, very much appreciated.

    SpeedTest.net usually gives me surprisingly good results, after I make some re-attempts, should it fail on the first try.  Personally, I feel it fails to recognise the problems I am having when it comes to "everyday connection reliability", and in particular, packet loss and latency (which ThinkBroadband.com's Broadband Quality Monitor reveals much better.)

    Here is my last test result for my current M125 service (02/12/23 at circa 1900hrs):

    I will give your second suggestion (regarding testing-out removing ethernet-connected devices, and running a continued BQM monitoring process overnight) a try at 0000hrs also, and will report back tomorrow.

    Lastly, I also have a set of brand-new Cat 7 ethernet cables on order, just in case any of my current ethernet cabling is causing a problem.  Rather than buy a small number of the seemingly wildly popular UGreen ones here (which now have a whopping 69,500-odd reviews), I opted for a multicoloured 5-pack from the less well-known, but "up-and-coming" company, 1aTTack.de, here.  My original search terms are here and here.

    All the best.  🙂

    PS:

    Sadly, I'm still waiting on a reachout from a forum colleague!  I really hope that someone can contact me soon, as my professional/work colleagues are getting frustrated at my poor/dropping connection on video calls.  The current situation is causing me some professional difficulties.

     

    • jbrennand's avatar
      jbrennand
      Very Insightful Person
      2 years ago
      spirit2674 wrote:

      Sadly, I'm still waiting on a reachout from a forum colleague!  I really hope that someone can contact me soon, as my professional/work colleagues are getting frustrated at my poor/dropping connection on video calls.  The current situation is causing me some professional difficulties.

      I have requested a VM person to take a look and comment on your connection.

      At the very least, your SH2 should be replaced.   On your package you will probably get a (refurbished) Hub3 though which should help.  Hub 4/5's are being given to 1GB customers preferentially.

      Cat7 cables are a vast overkill - Cat6a ones are as far as you need to go for improved shielding fro cross-talk and interference.  Cheaper ones of any kind do tend to be made cheaply of course 😎

  • spirit2674's avatar
    spirit2674
    Up to speed
    2 years ago

    Hi there John.

    Thanks again.  I really appreciate your help! 🙂

    Also -- another quick update:

    I have upgraded to the M350 package today on the phone.  I was assured that I will be sent a new Hub as part of that.  Delivery is indeed showing as being scheduled for 05/12/23 on my "My Virgin Media" account page, under the "Orders and Appointments" quick-link.  Delivery is by Yodel, although no tracking number yet received.

    I did ask for a Hub 5 on the telephone (and paid a one-off fee for that), but there is a chance, of course, that I will only be sent a Hub 3, such is the randomness of call-centre interactions.

    So, all I really need now is an engineer appriasal/fault-find at the property, and some assistance (if at all possible) with fitting/installing/setting-up the new Hub (ideally on an evening or weekend).

    Really hoping for a fix.  🙂

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)
      2 years ago

      Hi spirit2674 👋

      I'm very sorry to hear you've been experiencing issues with your Broadband, but have since been able to make changes to your package which make you eligible for an upgrade to a new Hub.

      You've mentioned about needing some help with the installation of the Hub, so I've booked in the earliest available appointment after your Hub delivery, which will be viewable in your online account within 1 hour - you can also track, change and cancel this via the online account if needed. The Technician will also check to ensure the service is working as intended.

      If you need to change or cancel your appointment you can do this online or via the MyVM app by 4PM the day before the appointment or by contacting our team on 0345 454 111.

       

      If you do miss an agreed appointment for any reason, a £25 Missed Appointment Charge will be applied to your account on the day - therefore, if you won't be available, please cancel or reschedule via the app or by calling us on 0345 454 1111.


      You'll receive a tracking number for your Hub approximately 24 hours before delivery 🙂 P.S. jbrennand you might want to be careful with your bets, because you never know.. 😉

      Cheers,

      • spirit2674's avatar
        spirit2674
        Up to speed
        2 years ago

        Hi there Reece_MH.  🙂

        Many thanks for reaching out to me, and for making arrangements for an engineer/technician visit to my property.  I am extremely grateful for that!

        One thing: at time of writing (circa 1325hrs, 03/12/23) the appointment is not yet showing on my "My Virgin Media" account page, under the "Orders and Appointments" quick-link.  To illustrate, here is a pic of my "Orders and Appointments" page at the moment (it just shows the upcoming Hub delivery [only] at this point):

        I'm hopeful it will update soon!  I will continue to check on there throughout the day, and hopefully it will appear.

        Also, thanks very much for double-checking that a new Hub is on its way to me.  I'd be delighted to get a Hub 5 (in line with the call-centre colleague's assurance), but would still accept a Hub 3.  I guess I will have to wait and see what I get!

        Looking ahead, I'm hoping to get my newly ordered M350 service running right.

        All the best.  🙂

         

  • spirit2674's avatar
    spirit2674
    Up to speed
    2 years ago

    Some more data!  🙂

    Hope this is useful to some of the experts on here!

     

    PART 1:  24 Hour Broadband Quality Monitor (BQM) -- circa 2100 01/12/23 to circa 2100 02/12/23:

    Again, my BQM results remain pretty alarming.  Lots of dropped packets and latency.


    PART 2:  Hub 2 Diagnostic Info -- Collected 02/12/23 at circa 2130

    This time, I have logged into my Hub 2 at http://192.168.0.1, then have taken all the info from the "Router Status" link (at the top-right for the Hub 2), without actually fully logging in (to the password protected section).

    Last "pinhole reset" was, as far as I can recall, on 30/11/23 at circa 0645.

     

    Information

    Cable ModemEuroDOCSIS 3.0 Compliant
    Serial Number3BW441WA01D31
    Boot Code VersionPSPU-Boot 1.0.20.1356
    Software VersionV1.01.35
    Hardware Version3.11
    CA KeyInstalled

     

    Cable Modem Status 

    ItemStatusComments
    Acquired Downstream Channel (Hz)139000000Locked
    Ranged Upstream Channel (Hz)43100000Success
    Provisioning StateOKOperational

     

    Downstream

     DS-1DS-2DS-3DS-4DS-5DS-6DS-7DS-8
    Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
    Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
    Channel ID12345678
    Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
    Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
    Interleave DepthI=12
    J=17    		I=12
    J=17    		I=12
    J=17    		I=12
    J=17    		I=12
    J=17    		I=12
    J=17    		I=12
    J=17    		I=12
    J=17
    Power Level (dBmV)2.262.222.032.072.022.062.192.18
    RxMER (dB)36.8437.0937.0937.0937.6437.3637.6437.36
    Pre RS Errors33503925708621781319228428296822992134
    Post RS Errors56763689039524083341465436386

     

    Upstream    

     US-1US-2US-3US-4
    Channel Type2.02.02.02.0
    Channel ID2931
    Frequency (Hz)43100000236000003660000049600000
    Ranging StatusSuccessSuccessSuccessSuccess
    Modulation64QAM64QAM64QAM64QAM
    Symbol Rate (Sym/sec)5120000512000051200005120000
    Mini-Slot Size2222
    Power Level (dBmV)45.2545.7545.7545.25
    T1 Timeouts0000
    T2 Timeouts0000
    T3 Timeouts2300
    T4 Timeouts0000

     

    Upstream Burst

     Req(1)Init Maint(3)Per Maint(4)Adv Short(9)Adv Long(10)Adv UGS(11)
    Modulation Type16QAMQPSK16QAM64QAM64QAM16QAM
    Differential EncodingOFFOFFOFFOFFOFFOFF
    Preamble Length56640384104104104
    Preamble Value Offset65200716716716
    FEC Error Correction (T)05510165
    FEC Codeword Information Bytes (K)1634348122386
    Maximum Burst Size0003255255
    Guard Time Size84848888
    Last Codeword LengthFixedFixedFixedShortenedShortenedShortened
    Scrambler On/OffONONONONONON

     

    General Configuration

    Network AccessAllowed
    Maximum Number of CPEs1
    Baseline PrivacyEnabled
    DOCSIS ModeEuroDOCSIS 3.0
    Config File 

    Primary Downstream Service Flow

    SFID12262
    Max Traffic Rate143750047 bps
    Max Traffic Burst42600 bytes
    Min Traffic Rate0 bps

    Primary Upstream Service Flow

    SFID12261
    Max Traffic Rate22000047 bps
    Max Traffic Burst42600 bytes
    Min Traffic Rate0 bps
    Max Concatenated Burst42600 bytes
    Scheduling TypeBest Effort

     

    Network Log in next post!...

     

     

     

  • spirit2674's avatar
    spirit2674
    Up to speed
    2 years ago

    Final bit of data for tonight!

     

    Network Log

    First TimeLast TimePriorityError NumberDescription
    02/12/2023 19:48:15 GMT02/12/2023 19:48:15 GMTWarning (5)66050310Auth Success - Web login successful.
    02/12/2023 19:40:08 GMT02/12/2023 19:40:08 GMTWarning (5)66050310Auth Success - Web login successful.
    02/12/2023 07:31:15 GMT02/12/2023 07:31:15 GMTError (4)68000407TOD established
    01/12/2023 11:52:44 GMT01/12/2023 11:52:44 GMTCritical (3)82000200No Ranging Response received - T3 time-out
    01/12/2023 11:22:18 GMT01/12/2023 11:22:18 GMTCritical (3)82000200No Ranging Response received - T3 time-out
    01/12/2023 09:03:33 GMT01/12/2023 09:03:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
    01/12/2023 07:02:07 GMT01/12/2023 07:02:07 GMTError (4)68000410TOD resynchronisation failure
    30/11/2023 18:51:43 GMT30/11/2023 18:51:43 GMTWarning (5)66050310Auth Success - Web login successful.
    30/11/2023 18:43:33 GMT30/11/2023 18:43:33 GMTWarning (5)66050310Auth Success - Web login successful.
    30/11/2023 18:14:28 GMT30/11/2023 18:14:28 GMTWarning (5)66050310Auth Success - Web login successful.
    30/11/2023 06:50:31 GMT30/11/2023 06:50:31 GMTWarning (5)66050310Auth Success - Web login successful.
    30/11/2023 06:47:04 GMT30/11/2023 06:47:04 GMTWarning (5)66050310Auth Success - Web login successful.
    30/11/2023 06:34:56 GMT30/11/2023 06:34:56 GMTError (4)68010302DHCP WAN IP - [My IP Address was here -- I have removed it!]
    30/11/2023 06:33:50 GMT30/11/2023 06:33:50 GMTError (4)68000407TOD established
    Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
    Time Not EstablishedTime Not EstablishedCritical (3)82000200No Ranging Response received - T3 time-out
    Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
    30/11/2023 06:23:03 GMT30/11/2023 06:23:03 GMTWarning (5)66050310Auth Success - Web login successful.
    29/11/2023 23:00:53 GMT29/11/2023 23:00:53 GMTError (4)68010300DHCP RENEW WARNING - Field invalid in response v4 option
    29/11/2023 02:26:31 GMT29/11/2023 02:26:31 GMTWarning (5)66050310Auth Success - Web login successful.

     

    So, that's a lot of data I have posted tonight!

    I'd hopeful some of the experts -- VM and non-VM alike -- can gleam some insights from it.

    From my non-expert understanding, I feel that the amount of Pre RS Errors and Post RS Errors I am accumulating is concerning.

     

    Next Steps

    My plan is to wait for the newly ordered Hub (hopefully a Hub 5, but possibly a Hub 3) to arrive on 05/12/23, then pursue an engineer's visit after it arrives.  If any VM colleagues can help me with arranging an engineer appraisial of my connection at my property (including the installation/fitting of the new Hub), preferably in the evening or on a weekend, I'd be extremely grateful.  Please do feel to message me in this thread, or send me a DM/private message.

    Have a good night folks, and thanks so much for everyone's help so far.  🙂

     

     

    • Salford_rose's avatar
      Salford_rose
      Tuning in
      2 years ago

      Pre errors are usually ok. It's post errors which are bad. You shouldn't have any at all. This indicates an issue with your connection. Having a super hub 2 shows the age of the set up also 

      You 100% need a field technician out asap, the hub change alone will not resolve it

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        2 years ago

        I bet you 50p - you will get a Hub3 😎

        I had an SH2 for many years and it always showed many and increasing PostRS errors (see below for an old screenshot)  - but I NEVER had any VM connection problems at all.   Reset the errors to 0 and see how quickly they accumulate.  

        That said,  I personally would never use any ISP hub other than in modem only mode 👍

        I spoke with a VM tech a few years ago on a visit - who said that... it was just a normal "feature" of how the SH2 connected to the network... and accumulation of a few hundred PostRS errors was absolutely normal for that particular Hub when it connects to the network.  Hub3/4/5's connect differently and these errors should be 0 on the newer Hubs.  I have no reason to doubt that information.

         

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    John when a BQM looks like what it is their is nothing wrong with the customers equipment to VM network it is VM network be it docsis or routing the way you can tell is ping does not spike high but shows constant packet loss and its more true if they use the hub in router mode.  

     

  • spirit2674's avatar
    spirit2674
    Up to speed
    2 years ago

    Hey there John -- will do!  🙂

    I'm hopeful of a good result!  🙂

    There was one final thing that I wonder if a member of the VM Forum Team can help me with.

    Currently, I have an engineer/technician appointment booked on a day where I cannot get the day off work.  It's for Thu 7 Dec, 0800-1300.

    If at all possible, could I liase with someone via DM/Private Message to get an alternative appointment booked?

    I can do any of the following:

    (1) Any Saturday/Sunday (any time of day), except Sat 16th or Sun 17th (as I am working these days!)
    (2) Thu 14th Dec (any time of day).  (This is a rare week-day off work for me!)
    (3) Tue 19th Dec (any time of day).  (This is a rare week-day off work for me!)
    (4) If the worst comes to the worst, Wed 3rd Jan (any time of day), Thu 4th Jan (any time of day), or Fri 5th of Jan (any time of day).  (That would be quite a long wait though!)

    Reason I ask is that the current appointment is not showing on my "My Virgin Media" account page, under the "Orders and Appointments" quick-link.  So, I cannot change it online.

    In the meantime, I will try calling through on the main VM call centre number (0345 454 1111) also, to see if I can adjust it, via that avenue, to one of the options above.  At time of writing this post though, its past 2100hrs, so I don't know if I will get through tonight.

    Have a great evening folks! 🙂

     

  • spirit2674's avatar
    spirit2674
    Up to speed
    2 years ago

    Quick update (10/12/23):

    I have ran some more SamKnows "Real Speed" Tests, at https://samknows.com/realspeed/

    Under my new M350 service, speed (in Mbps) to my desktop machine also seems to have sorted itself out.

    As we can see, the speed attained is roughly in balance, over the Hub 5, and the desktop machine.

    Not sure why, but I'll take that result!  🙂

    Tests:

    SamKnows Real Speed Test -- 10/12/23 (A)

     

    SamKnows Real Speed Test -- 10/12/23 (B)

     

    Thanks again to everyone who has helped me out.  I really appreciated your input and help folks.  🙂

     

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 years ago

      Glad to hear everything is okay now spirit2674, if you need anything going forward please do let us know 🙂