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Jack_D
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Intermittent Internet Access - Slow Speeds / Dropout

Hi, We've been with virgin on a rolling contract as students since July now and the service has been shocking, the first few months were Ok but it has steadily got worse and worse. We've been experiencing really slow speeds and having the internet dropout on both Wifi and Ethernet (Powerline adapter for second floor upstairs as wifi doesn't reach) randomly. I've called Virgin support and they've reset the router once and told us to move it which has had no effect, we're still having random issues. We have a Superhub 3 on the Vivid 350 package. We've recently had a price increase and to our surprise the service has got worse.

The house does appear to have two virgin media lines, one is run downstairs which we are using, and one to the top floor which had a 10db attenuator attached when we moved in.

Wondering if we could get some help with this as the support received so far has not been exemplary. It'll dropout for minutes at a time, then be okay for upwards of a few hours, or only another 5 minutes. When the speed slows we can't even watch video on say youtube or netflix, and we are supposed to be on your best package.

Thankyou! Hope we can fix our issues 🙂

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jbrennand
Alessandro Volta
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Re: Intermittent Internet Access - Slow Speeds / Dropout

You would probably improve the wifi of the Hub3 by turning off "channel optimisation" and renaming the SSID's of the 2.4 & 5 GHz networks - have you done that?   If its dropping out on wired connections as well, then, post up your Hub/network connection details and someone will check to see if there is a problem there.  Go to http://192.168.0.1  (or http://192.168.100.1 ) in your browser [there is no need to login] and then click on the  “router status” text at bottom middle - of first page up and then copy/paste 3 sets of data onto here - the downstream, upstream , &  network logs.  Don't worry about the formatting it can be easily read (by others & not by me!), but try and avoid using screen shots & don’t include personal data or mac addresses.


--------------------
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.
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Jack_D
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Re: Intermittent Internet Access - Slow Speeds / Dropout

Hi, thanks for replying, I've turned off Channel Optimization, and the SSID has been renamed. We have a combined 2.4GHz and 5Ghz network I believe as default.

Downstream :

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

299000000

11

40

256 qam

21

2

323000000

10.5

38

256 qam

24

3

315000000

10.6

40

256 qam

23

4

307000000

11

40

256 qam

22

5

291000000

11.1

40

256 qam

20

6

283000000

11.1

40

256 qam

19

7

275000000

11

40

256 qam

18

8

267000000

11.1

40

256 qam

17

9

259000000

11.5

40

256 qam

16

10

251000000

11.5

40

256 qam

15

11

243000000

11.3

40

256 qam

14

12

235000000

11.3

40

256 qam

13

13

227000000

11.5

40

256 qam

12

14

219000000

11.5

40

256 qam

11

15

211000000

11.4

40

256 qam

10

16

203000000

11.6

40

256 qam

9

17

195000000

11.9

40

256 qam

8

18

187000000

12

40

256 qam

7

19

179000000

11.9

40

256 qam

6

20

171000000

11.9

40

256 qam

5

21

163000000

12

40

256 qam

4

22

155000000

12.1

40

256 qam

3

23

147000000

12.1

40

256 qam

2

24

139000000

12.1

40

256 qam

1

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

1522

0

2

Locked

38.9

3596

0

3

Locked

40.3

1999

0

4

Locked

40.3

1975

0

5

Locked

40.9

1122

0

6

Locked

40.3

879

0

7

Locked

40.3

1010

0

8

Locked

40.3

583

0

9

Locked

40.9

456

0

10

Locked

40.9

325

0

11

Locked

40.3

340

0

12

Locked

40.3

333

0

13

Locked

40.3

227

0

14

Locked

40.3

150

0

15

Locked

40.9

139

0

16

Locked

40.9

72

0

17

Locked

40.9

52

0

18

Locked

40.3

32

0

19

Locked

40.3

69

0

20

Locked

40.9

18

0

21

Locked

40.9

10

0

22

Locked

40.3

8

0

23

Locked

40.9

5

0

24

Locked

40.3

3

0

 

Upstream:

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

34.8

5120

64 qam

80

2

25800000

33.8

5120

64 qam

82

3

32600000

34.5

5120

64 qam

81

4

46200000

34.5

5120

64 qam

79

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

1

0

3

ATDMA

0

0

2

0

4

ATDMA

0

0

7

0

 

Network Logs (Have removed the two MAC addresses as instructed:

Time Priority Description
2018-11-08 04:00:41.00 Warning! RCS Partial Service;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-08 05:26:04.00 Error DHCP RENEW sent - No response for IPv4;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-08 07:06:51.00 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-08 08:47:09.00 Warning! RCS Partial Service;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-08 12:42:21.00 critical No Ranging Response received - T3 time-out;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-14 03:21:18.00 Warning! RCS Partial Service;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-14 10:53:10.00 critical No Ranging Response received - T3 time-out;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-20 13:32:04.00 Warning! RCS Partial Service;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-20 13:35:24.00 critical No Ranging Response received - T3 time-out;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-20 13:59:40.00 Warning! RCS Partial Service;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-20 13:59:40.00 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-20 13:59:40.00 Warning! RCS Partial Service;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-20 15:48:35.00 critical No Ranging Response received - T3 time-out;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:29.00 Warning! MDD message timeout;CM-MAC=[MACREMOVED];CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:29.00 Warning! Lost MDD Timeout;CM-MAC=[MACREMOVED];CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-11-22 18:57:53.00 critical No Ranging Response received - T3 time-out;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-22 18:58:15.00 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-23 02:56:30.00 critical No Ranging Response received - T3 time-out;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-25 15:54:53.00 Warning! RCS Partial Service;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;
2018-11-25 17:05:52.00 critical No Ranging Response received - T3 time-out;CM-MAC=[MACREMOVED];CMTS-MAC=[MACREMOVED];CM-QOS=1.1;CM-VER=3.0;

Hope this is helpful, thankyou for your help

Jack

 

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