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mentasm's avatar
mentasm
Up to speed
8 months ago

(Not so) Smart Support remote fix?

This is a bit of a weird one, so I'm wondering if anyone has had a similar issue.

On Sunday the power went out in my home. When it came back on nothing (and I mean nothing - multiple laptops, phones, tablets, Google devices etc) would connect to the Hub 5. After a few resets I finally got one machine (my M3 Pro) to connect so I could get into the admin interface. For some reason the channel optimisation was on, which causes havoc with Nest devices (in my experience). I know it was off beforehand, so I tried to turn it off again. It wasn't having any of it, even disabling one channel at a time. I tried a wired connection with another device or two, but only the Mac would connect. In the end I got annoyed and reset the Hub. That took a while, but at least it fixed it and I was back up and running with my usual gigabit speeds. I then (tediously) reconfigured the Hub to rename the SSIDs, change the WiFi channels (as the optimisation does the opposite of that) and security, and tested again. All good.

About 2AM Monday morning it dropped again. Now this isn't unusual - it randomly drops for anything from a few minutes to a few hours every now and then, and I've sort of come to live with it - and in this case it was back within five minutes or so and I got one with what I was doing.

I woke up for work just before nine and had a text saying that VM had identified issues with my connection and to watch for an email. Said email mentioned that this Smart Support thing had made configuration changes to the Hub. When I checked the logs I could only see the 2AM outage, listed as 'unknown'.

Well since then I don't get anything close to the speeds I used to get. I have been reliably been getting 1Gbps and above at all times of the day and night for as long as I've had the service. Today I was averaging between 500-600Mbps, with troughs of 400 and spikes of 700. It's now 1:30AM and I'm still only getting 800Mbps at a push. My upstream was only hitting around 70Mbps and again I've never had less than 100Mbps before.

Now, either everyone in my area decided to get VM broadband installed at the same time and the contention is shot (and I know that's not true as I'm lucky that comparatively few people near me have VM), or it seems something has happened post Smart Support intervention. The fact this also happens when wired means it's not a WiFi issue (and prior to this I got over 1Gbps on WiFi in most rooms of my house using WiFi 6 kit anyway).

Now I understand that correlation doesn't always equal causation, but this seems far too coincidental (and my long experience with VM and its previous iterations has taught me that there's seldom smoke without fire). Has anyone else got anecdotal experience of this occurring after 'Smart Support' intervention?

I've just tried again at almost 2AM and got a little over 500Mbps. Something isn't right.

Cheers

5 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    8 months ago

    Lets see the Hub and connection data - can you do this....

    ________________________________________________

    Check first for any “known network faults in your location - Look in 2 places

    1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

    2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    Report back what they say.

    ________________________________________________

    Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
    Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

    Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • mentasm's avatar
    mentasm
    Up to speed
    8 months ago
    Sadly the service status rarely (if ever) says there are any issues in my area, even during total outages. This was no different. I've since had a second email to say that everything appears to be in 'tip-top' shape, but I'm still seeing a 200-300Mbps reduction in speed compared to the pre-reset speeds, and that's during off-peak times such as now at 1AM (it's often more during peak hours).
     
    I had a TB monitor years ago when I was going through an extended period of trouble with my connection, but to be honest it's been so long it's probably been deleted. I'll look into setting up another when I have a chance. Just to say though, I not just basing this on WiFi speeds. I'm seeing these results on wired gigabit connections to multiple machines (I'm pretty OCD and generally check my speed most days in one form or another, hence knowing it's been consistent for the past 21 months).
     
    Anyway, here are the up/downstream and network logs:
     
    3.0 Downstream channels
    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000002.842QAM 25625
    21470000004.842QAM 2562
    31550000004.642QAM 2563
    41630000004.542QAM 2564
    51710000004.542QAM 2565
    61790000004.643QAM 2566
    71870000004.843QAM 2567
    8195000000543QAM 2568
    92030000004.942QAM 2569
    102110000004.642QAM 25610
    112190000004.639QAM 25611
    122270000004.543QAM 25612
    132350000004.243QAM 25613
    142430000004.143QAM 25614
    15251000000443QAM 25615
    162590000003.742QAM 25616
    172670000003.542QAM 25617
    182750000003.542QAM 25618
    192830000003.542QAM 25619
    202910000003.742QAM 25620
    212990000003.742QAM 25621
    223070000003.642QAM 25622
    233150000003.342QAM 25623
    24323000000342QAM 25624
    253390000002.942QAM 25626
    263470000002.842QAM 25627
    273550000002.742QAM 25628
    283630000002.542QAM 25629
    293710000002.442QAM 25630
    303790000002.342QAM 25631
    313870000002.142QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked42641
    2Locked424724
    3Locked429584
    4Locked426397
    5Locked4269156
    6Locked43405
    7Locked435027
    8Locked4374160
    9Locked42370
    10Locked4267174
    11Locked39270596
    12Locked43444
    13Locked4371123
    14Locked4342117
    15Locked434696
    16Locked425278
    17Locked425471
    18Locked4210939
    19Locked4212739
    20Locked4210537
    21Locked425121
    22Locked424112
    23Locked42331
    24Locked42510
    25Locked42657
    26Locked42317
    27Locked42480
    28Locked42500
    29Locked42340
    30Locked42370
    31Locked421019

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked41-1.5299691423020

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000044.85120QAM 641
    143100000445120QAM 642
    23660000043.85120QAM 643
    330100000435120QAM 644
    423600000435120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    610.440.22KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA20874000000180

    Network Log

    Time Priority Description
    05-09-2024 20:17:57noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-09-2024 20:12:54noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-09-2024 15:02:37noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-09-2024 14:59:44noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 23:55:03noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 23:44:57noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 23:16:16noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 23:11:18errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 23:11:13noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 22:08:07noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 22:03:04noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 22:01:57noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:56:54noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:56:11noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:51:08noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:50:40noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:45:37noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:45:09noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:40:06noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:39:04noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:34:01noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:33:41noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:28:38noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:16:37noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:11:34noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 21:11:03noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 20:40:26noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 20:40:06noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 20:30:03noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 17:11:52noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 16:08:04noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-09-2024 15:28:42noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    03-09-2024 01:40:11noticeGUI Login Status - Login Success from LAN interface
    03-09-2024 01:24:37noticeGUI Login Status - Login Success from LAN interface
    02-09-2024 15:36:30notice

    GUI Login Status - Login Success from LAN interface

     

      • mentasm's avatar
        mentasm
        Up to speed
        8 months ago

        Hi, as mentioned, those are wired speeds and there are no reported issues in my area. This happened after resetting the hub and I'm still seeing speeds 2-300Mbps lower than before. It's frustrating.