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Drop outs and speed issues - Hub 3.0

Hello,

Hoping someone can troubleshoot for us as we have daily issues with drop outs and slow speed. We are on the 100Mbps VM fibre package, but have speeds around 25/30Mbps usually and (extremely frustrating) issues with lag and drop outs when we both are on video calls. Our laptops are work ones so not old.

We have had the Hub 3.0 since Feb/Mar 2020, and have had an engineer out a few weeks ago who checked all connections and got the network team out to sort out issues he saw in the VM slot in the pavement near our house. This improved general speeds but it has tailed off now. 

I have used the app all around the house but cannot find any WiFi issues in any of the rooms we use, and have checked service status for my area (SM2) 

 

 

 

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Message 2 of 9
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Re: Drop outs and speed issues - Hub 3.0

In router status

Downstream bonded channels

1331000000-1.237256 qam25
22670000000.237256 qam17
32750000000.237256 qam18
42830000000.437256 qam19
52910000000.437256 qam20
62990000000.237256 qam21
7307000000-0.237256 qam22
8315000000-0.737256 qam23
9323000000-137256 qam24
10339000000-1.237256 qam26
11347000000-1.737256 qam27
12355000000-1.737256 qam28
13363000000-237256 qam29
14371000000-2.736256 qam30
15379000000-336256 qam31
16387000000-3.436256 qam32
17395000000-436256 qam33
18403000000-436256 qam34
19411000000-3.936256 qam35
20419000000-4.236256 qam36
21427000000-436256 qam37
22435000000-4.436256 qam38
23443000000-4.936256 qam39
24451000000-4.936256 qam40



Downstream bonded channels

1Locked37.343580
2Locked37.621320
3Locked37.323840
4Locked37.624520
5Locked37.327120
6Locked37.627030
7Locked37.631200
8Locked37.340910
9Locked37.344350
10Locked37.349810
11Locked37.654880
12Locked37.359000
13Locked37.663740
14Locked36.370600
15Locked36.678770
16Locked36.678860
17Locked36.694080
18Locked36.3103760
19Locked36.6105840
20Locked36.6111430
21Locked36.6107840
22Locked36.3112820
23Locked36.3102090
24Locked36.3134620

 

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Message 3 of 9
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Re: Drop outs and speed issues - Hub 3.0

Network Log
Time
Priority
Description
07/09/2020 11:01:38
notice
LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 11:01:31
Warning!
LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:35
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 10:54:14
Warning!
LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 03:52:50
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 16:27:40
notice
DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 16:27:40
Error
DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 18:17:24
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 18:22:53
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 08:59:54
notice
DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 08:59:54
Error
DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 18:39:59
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 08:03:30
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 04:20:7
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 05:07:1
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 19:45:19
Warning!
LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/08/2020 11:11:41
critical
No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 19:14:30
notice
DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 19:14:30
Error
DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 08:37:10
Error
DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 4 of 9
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Re: Drop outs and speed issues - Hub 3.0

Upstream bonded channels
Channel
Frequency (Hz)
Power (dBmV)
Symbol Rate (ksps)
Modulation
Channel ID
1
60300000
4.325
5120
64 qam
1
2
39400000
4.025
5120
64 qam
4
3
46200000
4.175
5120
64 qam
3
4
53700000
4.325
5120
64 qam
2


Upstream bonded channels
Channel
Channel Type
T1 Timeouts
T2 Timeouts
T3 Timeouts
T4 Timeouts
1
ATDMA
0
0
0
0
2
ATDMA
0
0
0
0
3
ATDMA
0
0
0
0
4
ATDMA
0
0
0
0

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Message 5 of 9
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Re: Drop outs and speed issues - Hub 3.0

Hi howden9,

 

Welcome to our community and thanks for posting. Disappointing to hear that you are still experiencing issues even after our technicians visit.

 

Remotely looking form our end with the details you have provided form your community profile we have checked and there is nothing standing out could be causing this issue?

 

All power levels are within specification and there are no area faults, everything is showing green from our end.

 

How are you performing the speed test? Is this through a wired or wireless connection? Also when you lose connection is it multiple devices that are affected or just one single device? 

 

Please let me know regarding the above so we can assist you further.

 

Kind regards Jodi

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Re: Drop outs and speed issues - Hub 3.0

Hi there Jodi

Many thanks for looking at this for me and replying. 

When we have drop outs it is usually weekday mornings - usually when one or both of us are on a video call. Usually we can toggle wifi on and off and get back on to a call - but it is v frustrating.

We have tried powerline adapters, but they don't work well as we have multiple circuits and 2 fuseboards (all new) in our house.

Speedtests are done with a wireless connection. Just now I got download 17Mbps and upload 7Mbps and a ping of 13ms. This between 15-30Mbps is around average, but on my phone wireless speedtests at offpeak times can see up to 108Mbps.

Today has been fine, but other days have just been a write off. Its hard to pinpoint any more than that I'm afraid.

Thanks again.

 
 
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Re: Drop outs and speed issues - Hub 3.0

The problem with Wi-Fi is that it can be brilliant at breakfast time and useless by lunchtime and you haven't changed anything, BUT, something somewhere has changed, then you can spend hours and even days trying to find a fix for something that can be totally out of your control.

Many people (myself included) have accepted that the VM Wi-Fi is very poor and have spent money on third party equipment that is much, much more powerful than the VM supplied kit and once set up have wondered why they waited for so long.

If you remove all the internal walls, electronic and electrical devices, metallic pipes and conduits and wrap the whole building in a thick lead shield you will have a good chance of getting decent Wi-Fi from a VM Hub.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Re: Drop outs and speed issues - Hub 3.0

Hi Mike

Your reply has made me smile if nothing else! 😆 Thanks.

Reading some of this forum and speaking to friends I am coming to the same conclusion. What do you recommend we try as a solution or first step? A friend mentioned changing router to a Netgear Nighthawk, this forum has mentioned a mesh system - obviously I want to limit the amount of money spent so I'd appreciate your thoughts.

Thanks again

 

 

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Re: Drop outs and speed issues - Hub 3.0

I have never used Mesh Systems so cannot comment on them.

I have only ever used Netgear networking kit so do know a bit about them but I've never had a problem with them that had me scratching my head so my knowledge is quite shallow.

I use a Netgear Nighthawk R8000P to put decent Wi-Fi around my house (ex farmhouse) that is quite large with stone external walls and brick internal walls and I get excellent 5GHz and 2.4GHz coverage throughout.

All I can say is try and stick to the main branded makes and look at reviews on the UK PC magazine websites.

One thing - Money Talks with networking kit.

2nc

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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