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

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...

 

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tomludlow
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Re: Intolerable performance, disconnects WiFi, slow speed, the works!

Downstream bonded channels

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

13310000008.837256 qam25
220300000010.937256 qam9
321100000010.537256 qam10
421900000010.137256 qam11
522700000010.137256 qam12
62350000009.437256 qam13
72430000008.937256 qam14
8251000000937256 qam15
92590000009.137256 qam16
102670000009.337256 qam17
112750000009.337256 qam18
12283000000938256 qam19
132910000008.837256 qam20
142990000008.937256 qam21
153070000009.138256 qam22
16315000000938256 qam23
173230000008.538256 qam24
183390000008.937256 qam26
19347000000938256 qam27
203550000008.338256 qam28
213630000008.438256 qam29
223710000007.837256 qam30
233790000007.537256 qam31
24387000000737256 qam32



Downstream bonded channels

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

1Locked37.6260
2Locked37.3310
3Locked37.6170
4Locked37.6250
5Locked37.6240
6Locked37.6170
7Locked37.3170
8Locked37.6130
9Locked37.6200
10Locked37.3130
11Locked37.6170
12Locked38.6140
13Locked37.6210
14Locked37.3160
15Locked38.6110
16Locked38.6110
17Locked38.6300
18Locked37.6300
19Locked38.6330
20Locked38.6280
21Locked38.6270
22Locked37.6210
23Locked37.6180
24Locked37.6170
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tomludlow
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Re: Intolerable performance, disconnects WiFi, slow speed, the works!

Upstream bonded channels

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

13260001234.3512064 qam5
23940000734.3512064 qam4
34619999334.8512064 qam3
45369999636.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0010
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tomludlow
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Re: Intolerable performance, disconnects WiFi, slow speed, the works!

Network Log

Time Priority Description

24/06/2021 16:27:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2021 01:37:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2021 03:40:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 03:13:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2021 00:34:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2021 07:27:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2021 00:45:18Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 08:53:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2021 03:47:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2021 08:33:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2021 00:58:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2021 13:09:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/05/2021 12:07:15noticeDHCP 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 12:07:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 22:05:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 11:58:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 19:49:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 07:23:25Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 07:56:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/05/2021 04:18:58noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt022+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Tom_F
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Re: Intolerable performance, disconnects WiFi, slow speed, the works!

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 

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Tom_F
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Helpful Answer

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

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

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

 

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Sasha_W
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Re: Intolerable performance, disconnects WiFi, slow speed, the works!

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


New around here? To find out more about the Community check out our Getting Started guide


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