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Robasmith
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Message 1 of 29
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Fluctuating internet quality

Hi, hoping someone can help! 

I've been having some issues with the quality of my internet connection. 

Gig1 1000mbps internet using Superhub 4 as modem and a Asus RT-AX864U as the router. 

The speeds are fine and while the ping could be better it is still consistently around 20ms. 

However I am finding that the connection dips very often. If I am watching live videos on YouTube the quality drops to 144p or 240p on a regular basis and I have to auto select a higher quality. Buffering is an issue too. I have also noticed lagging issues when gaming via PS4 using a wired connection. 

I have tried adjusting the QoS on the Asus router which just made the issue worse. 

I have set up a BQM (attached) which seems to show no issues so I'm really unsure what could be causing the problems? 

49191da40a5db28998e775c9618da6c3c82b2ebc-19-04-2021.png

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lotharmat
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Message 2 of 29
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Re: Fluctuating internet quality

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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legacy1
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Message 3 of 29
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Re: Fluctuating internet quality

Likely a CDN problem for your area.

---------------------------------------------------------------
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Robasmith
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Re: Fluctuating internet quality

Copy and pasting this has made it look a bit of a mess....

 

Cable Modem StatusItemStatusCommentsCable Modem Status

 

Online

 

DOCSIS 3.1

 

Primary downstream channel

 

Locked

 

SC-QAM

 

Channel OverviewDownstreamUpstreamDOCSIS 3.0 channels

 

31

 

4

 

DOCSIS 3.1 channels

 

1

 

0

 

3.0 Downstream channelsChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID11390000001.20000140.366287QAM256121470000001.29999940.366287QAM256231550000001.40000240.946209QAM256341630000001.50000040.366287QAM256451710000001.20000140.366287QAM256561790000000.70000140.946209QAM256671870000000.29999940.366287QAM256781950000000.09999840.946209QAM25689203000000-0.29999940.946209QAM256910211000000-0.59999840.366287QAM2561011219000000-0.79999940.366287QAM2561112227000000-1.09999840.946209QAM2561213235000000-1.40000240.366287QAM2561314243000000-1.79999940.366287QAM2561415251000000-1.90000240.366287QAM2561516259000000-1.90000240.366287QAM2561617267000000-1.50000040.366287QAM2561718275000000-1.20000138.983261QAM2561819283000000-1.40000240.366287QAM2561920291000000-1.50000040.366287QAM2562021299000000-2.00000038.983261QAM2562122307000000-2.59999838.983261QAM2562223315000000-2.90000238.983261QAM2562324323000000-2.70000138.605377QAM2562425411000000-3.29999938.983261QAM2562526419000000-4.00000038.605377QAM2562627427000000-4.29999938.983261QAM2562728435000000-4.50000038.983261QAM2562829443000000-4.20000138.983261QAM2562930451000000-4.70000138.983261QAM2563031459000000-5.09999838.983261QAM25631

 

3.0 Downstream channelsChannelLock StatusRxMER (dB)Pre RS ErrorsPost RS Errors1Locked40.366287002Locked40.366287003Locked40.946209004Locked40.366287005Locked40.366287006Locked40.946209007Locked40.366287008Locked40.946209009Locked40.9462090010Locked40.3662870011Locked40.3662870012Locked40.9462090013Locked40.3662870014Locked40.3662870015Locked40.3662870016Locked40.3662870017Locked40.3662870018Locked38.9832610019Locked40.3662870020Locked40.3662870021Locked38.9832610022Locked38.9832610023Locked38.9832610024Locked38.6053770025Locked38.9832610026Locked38.6053770027Locked38.9832610028Locked38.9832610029Locked38.9832610030Locked38.9832610031Locked38.98326100

3.0 Upstream channelsChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID13260000044.5205995120 KSym/sec64QAM322580000045.5205995120 KSym/sec64QAM433940000043.5205995120 KSym/sec64QAM244620000043.5205995120 KSym/sec64QAM1

 

3.0 Upstream channelsChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts1US_TYPE_STDMA00102US_TYPE_STDMA00103US_TYPE_STDMA00004US_TYPE_STDMA0000

General ConfigurationNetwork access

 

true

 

Maximum Number of CPEs

 

1

 

Baseline Privacy

 

true

 

DOCSIS Mode

 

3.1

 

Config file

 

cmreg-vmdg640-bbt076-b.cm

 

 

 

Primary Downstream Service FlowSFID

 

704814

 

Max Traffic Rate

 

1200000450

 

Max Traffic Burst

 

42600

 

Min Traffic Rate

 

0

 

 

 

Primary Upstream Service FlowSFID

 

704813

 

Max Traffic Rate

 

55000270

 

Max Traffic Burst

 

42600

 

Min Traffic Rate

 

0

 

Max Concatenated Burst

 

42600

 

Scheduling Type

  • Network LogTimePriorityDescriptionThu Jan 1 00:01:23 19704Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jan 1 00:01:45 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Mar 22 13:14:30 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Mar 22 13:17:35 20216SW Download INIT - Via Config file cmreg-vmdg640-bbt076-b.cmMon Mar 22 13:18:47 20216SW download Successful - Via Config fileMon Mar 22 13:21:17 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Mar 22 13:47:41 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jan 1 00:01:19 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Mar 22 14:06:32 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Mar 22 14:06:43 20215RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Mar 22 14:07:07 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Mar 22 14:28:16 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Mon Mar 22 15:06:12 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed Mar 24 16:32:07 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jan 1 00:01:20 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Mar 26 10:18:10 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Mar 26 10:18:20 20215RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Mar 26 10:18:30 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Jan 1 00:01:21 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Mar 26 10:30:56 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Mar 26 21:29:33 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Sat Mar 27 21:42:38 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Tue Mar 30 12:54:18 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu Apr 1 09:00:19 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Fri Apr 2 18:06:06 20214DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

bestEffort

 

 

 

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Robasmith
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Message 5 of 29
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Re: Fluctuating internet quality

Hi,

 

I've posted them above. 

 

Thanks. 

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Robasmith
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Message 6 of 29
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Re: Fluctuating internet quality

Hi, 

I haven't received a reply about this yet so I am assuming it's because the copy and pasting was difficult to read. I have attached screenshots. There are also several errors showing on the network log but it won't let me upload these because it shows my MAC address.

Thanks in advance. Screenshot1.pngScreenshot2.pngScreenshot3.pngScreenshot4.pngScreenshot5.pngScreenshot6.pngScreenshot7.pngScreenshot8.pngScreenshot9.pngScreenshot10.pngScreenshot11.png

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lotharmat
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Message 7 of 29
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Re: Fluctuating internet quality

Apart from a couple of T3 timeouts - the stats look, to me, OK!

Hopefully VM Staff will be along shortly to have a look and see what's occurring!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Robasmith
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Message 8 of 29
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Re: Fluctuating internet quality

Thanks Iotharmat, 

On the network report it says several times that "no ranging response received". Could this be relevant? 

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Tom_F
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Message 9 of 29
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Re: Fluctuating internet quality

Hi @Robasmith, sorry to hear these issues are ongoing.

 

When taking a further look into this from here I can see the hub is out of spec and will require the attention of an engineer. I've booked the soonest available one - you can find confirmation via your online account (virg.in/myVM) and reschedule from there if needed.
Let us know how that goes or if there's anything else we can help with.

 

Tom 

Robasmith
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Message 10 of 29
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Re: Fluctuating internet quality

@Tom_F That's fantastic thank you so much. I'm off work tomorrow so the date works perfectly. 

Fingers crossed it results in an improvement. 

Thanks again.