Menu
Reply
Highlighted
  • 13
  • 0
  • 0
Treacle77
Joining in
558 Views
Message 1 of 13
Flag for a moderator

Frequent drop outs and slow speeds

Hi,

We have been having an issue for some time with our connection dropping out or running slow for a short period of time and then going back to normal. Sometimes it's enough to completely lose a connection to a website, or when streaming, sometimes it's just a freeze while it sorts itself out. This happens over WiFi (where it's worst) but also for devices connected with an ethernet cable. It happens several times a day, usually for a concentrated period of 5 - 30 minutes, sometimes for longer.

Calling/messaging the first-line tech support has been a frustrating experience as they insist on treating it like a complaint about the speed - for example, testing the speed and telling me that it's within what I am paying for, suggesting that I turn off unused devices, and move the router to maximise WiFi, changing the channel etc - even though I have explained that I am not complaining about the speed when the connection is working, but it is the intermittent failure of the connection, with associated slow speeds that is the issue, and that because it's intermittent, it's almost impossible to contact them precisely when it's happening.

I see from a few google searches that posting info from the Super Hub advanced options here often attracts more specialist advice so I am posting here some cut and pasted info in the hope it might offer an explanation to someone who knows more about this than me or even secure an engineer's visit! Thanks in advance for any insights 🙂

Downstream Channels
 
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked1138750000 Hz256 QAM3.1 dBmV 36.0 dB9696924816373265
Locked2146750000 Hz256 QAM3.3 dBmV 36.2 dB8032374312525296
Locked3154750000 Hz256 QAM3.5 dBmV 36.0 dB7931122313297931
Locked4162750000 Hz256 QAM3.1 dBmV 36.2 dB7009067111430644
Locked5170750000 Hz256 QAM3.5 dBmV 36.8 dB513473857560740
Locked6178750000 Hz256 QAM3.1 dBmV 36.4 dB12413997110699608
Locked7186750000 Hz256 QAM3.1 dBmV 36.4 dB613307367600539
Locked8194750000 Hz256 QAM3.1 dBmV 36.4 dB498839767299091

 

Upstream Channels
 
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked7960300000 HzATDMA57.0 dBmV64QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec

 

Network log

Date             Time                 Error Number       Error Description

10/07/201911:46:49 GMT82000200 
10/07/201911:46:49 GMT82000200 
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200No Ranging Response received - T3 time-out
10/07/201911:46:49 GMT82000200

No Ranging Response received - T3 time-out

0 Kudos
Reply
  • 9.11K
  • 943
  • 1.42K
jbrennand
Alessandro Volta
555 Views
Message 2 of 13
Flag for a moderator
Helpful Answer

Re: Frequent drop outs and slow speeds

You have real network connection problems that requires at least a technician visit.
Only one upstream channel with power way over max ! Multiple postRS errors and T3 timeouts usuall means noise and cabling problems.

Call it in asap or wait on here until a VM staff person picks it up.

In the meantime check that all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
  • 13
  • 0
  • 0
Treacle77
Joining in
549 Views
Message 3 of 13
Flag for a moderator

Re: Frequent drop outs and slow speeds

Thanks for the super speedy reply! It's good to know that this reveals there is a technical issue - it's extremely frustrating to be continually told there's nothing wrong when you're sure there is!

I have checked the internal connections before, but not the external  wall box, so I'll have look at that. 

Hopefully a VM staff person will be along soon - I honestly don't think I can face another phone call! 

Thanks again

0 Kudos
Reply
  • 581
  • 93
  • 293
Very Insightful Person
Very Insightful Person
545 Views
Message 4 of 13
Flag for a moderator
Helpful Answer

Re: Frequent drop outs and slow speeds

Yep that really is a horrible set of statistics, by the way what speed are you actually paying for?

Anyway, this isn’t going to be fixed by anyone over the phone or sending packets to the hub r fiddling with wifi channels, either call back and absolutely insist on an engineer visit (you can try telling them that your upstream power levels have risen to a point where three of them have just given up entirely, that might, or might not, shortcut the ‘have you turned in off and on again’ scenario), or wait until a member of the forum team get to this thread and contact you directly to sort a visit out.

John

0 Kudos
Reply
  • 13
  • 0
  • 0
Treacle77
Joining in
540 Views
Message 5 of 13
Flag for a moderator

Re: Frequent drop outs and slow speeds

Thanks for replying, John.

I'm meant to be getting up 100Mbps since they did a "speed boost". I'm on the cheapest internet only package, though it's obviously not that cheap as the competition is limited if you don't want a landline. I have to say, these issues and the frustrating customer service have made me consider cancelling and giving Three broadband a try as that's the only other option without a landline, although I'm nervous about changing as I need broadband for working from home (although that's obviously v irritating when it drops in and out!). Anyhoo, this is already a much more pleasant experience than calling customer service 🙂 I shall await the forum team's arrival with interest

0 Kudos
Reply
  • 1.61K
  • 80
  • 111
Forum Team
Forum Team
524 Views
Message 6 of 13
Flag for a moderator
Helpful Answer

Re: Frequent drop outs and slow speeds

Good Afternoon Treacle77,

 

Thanks for your posts on our Community Forum! A very warm welcome to you!

 

I'm happy to look into this for you to see if we can arrange the much needed tech visit.

 

Check out the purple envelope in the top right hand corner of the screen for a PM from me

 

David_Bn

0 Kudos
Reply
  • 13
  • 0
  • 0
Treacle77
Joining in
446 Views
Message 7 of 13
Flag for a moderator

Re: Frequent drop outs and slow speeds

Hi community, me again.

The very helpful David_Bn was in the middle of arranging an engineer's visit for me when the system decided that I had sent too many private messages (all to him!) so now I can't tell him that I can't be at home at the time he's arranged for the engineer to come.

It says to try again later but it's been since 3pm yesterday and it's rather frustrating to know that the engineer appointments are getting more and more booked as time goes on.

Can anyone suggest what I can do (bearing in mind I can't send messages!) to get this sorted?

0 Kudos
Reply
  • 828
  • 26
  • 48
Forum Team
Forum Team
440 Views
Message 8 of 13
Flag for a moderator

Re: Frequent drop outs and slow speeds

Hi Treacle77, 

 

I am sorry to hear you are having this problem.  

I will report it to the team to investigate. 

 

I will also send you a new private message as a test and if all goes well, I will rearrange the appointment for you. 

 

Thanks

 

 

Nat
0 Kudos
Reply
  • 13
  • 0
  • 0
Treacle77
Joining in
355 Views
Message 9 of 13
Flag for a moderator

Re: Frequent drop outs and slow speeds

I am not sure whether to start a new thread or to continue here: I guess I'll try this and then repost if I don't hear anything.

An update: a very helpful engineer came out, and immediately clocked that our passive device was one which increased the signal on the upstream channel instead of balancing it (I think I'm remembering that correctly). He swapped this over and everything improved - up to using all of the upstream channels, good speeds, no drop outs. For about a week and a half. And now it seems we are back to where we were, as follows:

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked1138750000 Hz256 QAM-0.2 dBmV 35.2 dB705375675024227
Locked2146750000 Hz256 QAM-0.0 dBmV 35.4 dB546973963262699
Locked3154750000 Hz256 QAM-0.1 dBmV 35.4 dB532447474054115
Locked4162750000 Hz256 QAM-0.4 dBmV 35.4 dB434099973762441
Locked5170750000 Hz256 QAM-0.3 dBmV 36.0 dB320260071205011
Locked6178750000 Hz256 QAM-0.7 dBmV 35.6 dB1337246577535585
Locked7186750000 Hz256 QAM-0.7 dBmV 35.6 dB601282731777251
Locked8194750000 Hz256 QAM-0.9 dBmV 35.8 dB269704091781763

 

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked7960300000 HzATDMA55.8 dBmV64QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec

 


30/07/201914:00:19 GMT66050310Auth Success - Web login successful.
30/07/201913:53:39 GMT66050310Auth Success - Web login successful.
30/07/201913:00:04 GMT68010100DHCP RENEW sent - No response for IPv4
30/07/201912:22:29 GMT82000200No Ranging Response received - T3 time-out
30/07/201912:22:04 GMT82000200No Ranging Response received - T3 time-out
30/07/201912:22:03 GMT82000200No Ranging Response received - T3 time-out
30/07/201912:21:38 GMT82000200No Ranging Response received - T3 time-out
30/07/201912:21:37 GMT82000200No Ranging Response received - T3 time-out
30/07/201912:20:48 GMT82000200No Ranging Response received - T3 time-out
30/07/201912:20:47 GMT82000200No Ranging Response received - T3 time-out
30/07/201912:20:46 GMT82000200No Ranging Response received - T3 time-out
30/07/201912:20:42 GMT82000200No Ranging Response received - T3 time-out
30/07/201912:19:02 GMT84020200Lost MDD Timeout
30/07/201912:19:01 GMT84020200Lost MDD Timeout
30/07/201904:22:53 GMT82000200No Ranging Response received - T3 time-out
30/07/201904:18:03 GMT82000200No Ranging Response received - T3 time-out
30/07/201904:18:01 GMT82000200No Ranging Response received - T3 time-out
30/07/201903:40:45 GMT82000200No Ranging Response received - T3 time-out
30/07/201903:37:57 GMT82000200No Ranging Response received - T3 time-out
29/07/201911:02:27 GMT82000200No Ranging Response received - T3 time-out

 

Anyone got any ideas as to what's going on?

Thanks!

Tamsin

0 Kudos
Reply
  • 9.11K
  • 943
  • 1.42K
jbrennand
Alessandro Volta
352 Views
Message 10 of 13
Flag for a moderator

Re: Frequent drop outs and slow speeds

You need another engineers visit.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply