on 24-06-2021 17:48
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...
Answered! Go to Answer
on 28-06-2021 15:14
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
on 24-06-2021 17:48
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 |
on 24-06-2021 17:49
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 |
on 24-06-2021 17:49
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; |
on 27-06-2021 11:11
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
on 28-06-2021 15:14
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
on 01-07-2021 18:30
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
on 02-07-2021 09:46
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
Sasha - Forum Team
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