Intolerable performance, disconnects WiFi, slow speed, the works!

[tomludlow]

Hi guys,

I've been reading through this community and was hoping for some help. 

I've got a Hub 3 and was on M50 which I felt was sufficient, but over the last few months:

- Speed will drop as low as 0.5Mb for periods of around 15 mins

- Random disconnection of certain devices on the network (almost seems to rotate devices, sometimes mobile / Surface / firestick with no apparent preference)

- The whole network seems to hang for ages at arbitrary times - doesn't appear to be related to usage.

After having gone through VM Bot several times, and having rebooted / reset (always works for about 24 hours before becoming poor again), I got through to a real person who convinced me it was due to number of devices and I accepted a discounted increase to M100 package. I have had periods where I get around 80Mb but typically around 24Mb for last few times I've checked. 

I've signed up for a BQM which in comparison with everyone else's looks atrocious (although not sure if that's because I've just created it). I hope someone can help, the live chat guys seem to have exhausted their help.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/378465b541ab9e5be714c80ac69f4dc72d...

[tomludlow]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	8.8	37	256 qam	25
2	203000000	10.9	37	256 qam	9
3	211000000	10.5	37	256 qam	10
4	219000000	10.1	37	256 qam	11
5	227000000	10.1	37	256 qam	12
6	235000000	9.4	37	256 qam	13
7	243000000	8.9	37	256 qam	14
8	251000000	9	37	256 qam	15
9	259000000	9.1	37	256 qam	16
10	267000000	9.3	37	256 qam	17
11	275000000	9.3	37	256 qam	18
12	283000000	9	38	256 qam	19
13	291000000	8.8	37	256 qam	20
14	299000000	8.9	37	256 qam	21
15	307000000	9.1	38	256 qam	22
16	315000000	9	38	256 qam	23
17	323000000	8.5	38	256 qam	24
18	339000000	8.9	37	256 qam	26
19	347000000	9	38	256 qam	27
20	355000000	8.3	38	256 qam	28
21	363000000	8.4	38	256 qam	29
22	371000000	7.8	37	256 qam	30
23	379000000	7.5	37	256 qam	31
24	387000000	7	37	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	26	0
2	Locked	37.3	31	0
3	Locked	37.6	17	0
4	Locked	37.6	25	0
5	Locked	37.6	24	0
6	Locked	37.6	17	0
7	Locked	37.3	17	0
8	Locked	37.6	13	0
9	Locked	37.6	20	0
10	Locked	37.3	13	0
11	Locked	37.6	17	0
12	Locked	38.6	14	0
13	Locked	37.6	21	0
14	Locked	37.3	16	0
15	Locked	38.6	11	0
16	Locked	38.6	11	0
17	Locked	38.6	30	0
18	Locked	37.6	30	0
19	Locked	38.6	33	0
20	Locked	38.6	28	0
21	Locked	38.6	27	0
22	Locked	37.6	21	0
23	Locked	37.6	18	0
24	Locked	37.6	17	0

[tomludlow]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	32600012	34.3	5120	64 qam	5
2	39400007	34.3	5120	64 qam	4
3	46199993	34.8	5120	64 qam	3
4	53699996	36.3	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	1	0

[tomludlow]

Network Log

Time Priority Description

24/06/2021 16:27:27	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 01:37:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 03:40:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 03:13:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 00:34:47	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:27:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 00:45:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 08:53:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 03:47:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 08:33:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 00:58:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 13:09:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 12:07:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt022+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 12:07:15	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 22:05:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 11:58:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 19:49:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 07:23:25	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 07:56:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 04:18:58	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt022+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Tom_F]

Hi tomludlow, thanks for your post.

Apologies for the connection issues you've experienced. I can see from here that there's an issue with the downstream power levels - if all of your connections are snug & 'finger-tight' then this will require the attention of an engineer.

I'll be able to get that arranged once we've confirmed some details via PM - just look out for the purple envelope and we'll take it from there.

Tom 

[Tom_F · Accepted solution]

Thanks for getting back to me @tomludlow you will find confirmation of the visit via your online account (virg.in/myVM) and can reschedule from there if needed.

Please keep us posted with how that goes, or let us know if we can help with anything else. 

Tom 

[tomludlow]

Thanks so much for signposting that! 

Engineer came today, has replaced the hub, changed a few cables and has changed something in the box.

So far so good, can use internet well in every room much more reliably than before.

Will report back if further problems!

Thanks

[Sasha_W]

Hi @tomludlow, 

Thanks for keeping us updated on this, any issues please do let us know and we are more than happy to help you. 

Have a fab day 🙂 

Thanks