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Poor broadband quality

I'm having problem with poor broadband quality. The connection is very choppy. Speed test shows correct ping and download/upload values however I see that every so often pages take a few seconds to start to connect. When I go to an any known website (with good servers) it sometimes takes about 10-20 seconds to connect before loads quickly. I have started Broadband Quality Monitor sometime ago and I have noticed 40%-80% packet loss which for me indicate some network issues.

My setup is Hub provided by Virgin Media in modem only mode and Asus RT-AC86U to deal with the rest of the of my network.

My average Quality Broadband Monitor Graph

4a6f5cd0ece2ea7879df47cb5d59b2b8413b492b-19-10-2020

 

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Alessandro Volta
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Message 2 of 15
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Re: Poor broadband quality

Can you post a 'Live Link' to your BQM please ...

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 15
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Re: Poor broadband quality

Hi

Thanks for the reply

Link to QBM

My QBM link 

 

Hub status

Downstream

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

1147000000-238256 qam2
2139000000-237256 qam1
3155000000-238256 qam3
4163000000-1.738256 qam4
5171000000-1.738256 qam5
6179000000-1.738256 qam6
7187000000-1.738256 qam7
8195000000-1.738256 qam8
9203000000-1.738256 qam9
10211000000-238256 qam10
11219000000-238256 qam11
12227000000-2.238256 qam12
13235000000-2.538256 qam13
14243000000-2.938256 qam14
15251000000-338256 qam15
16259000000-338256 qam16
17267000000-338256 qam17
18275000000-3.438256 qam18
19283000000-3.538256 qam19
20291000000-3.738256 qam20
21299000000-3.538256 qam21
22307000000-3.538256 qam22
23315000000-3.538256 qam23
24323000000-3.538256 qam24



Downstream bonded channels

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

1Locked38.9840
2Locked37.6360
3Locked38.9520
4Locked38.9320
5Locked38.6540
6Locked38.9490
7Locked38.9780
8Locked38.6340
9Locked38.9410
10Locked38.9550
11Locked38.6580
12Locked38.6460
13Locked38.6550
14Locked38.6760
15Locked38.9470
16Locked38.9440
17Locked38.6350
18Locked38.9570
19Locked38.9650
20Locked38.6810
21Locked38.6750
22Locked38.9550
23Locked38.9370
24Locked38.9750

 

Upstream

Upstream bonded channels

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

1394000003.6512064 qam4
2462000093.6512064 qam3
3536999913.6512064 qam2
4603000003.6512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Alessandro Volta
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Message 4 of 15
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Re: Poor broadband quality

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 5 of 15
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Re: Poor broadband quality

Hi

 

Thanks for the reply.

Service status is showing no issues. I had only one issue reported by the Service Status about 6 months ago when there was no connection at all.

I have access to 3 connectors only and they are all fine.

I have always had this issue. Coincidentally on the day when retention department phoned me (before the phone call) this happened

07/08/2020 

It lasted for about a week. Then my IP address changed and it was back to "normal".

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Message 6 of 15
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Re: Poor broadband quality

You need to contact VM.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 7 of 15
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Re: Poor broadband quality

Hi

 

Thank you for your help.

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Message 8 of 15
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Re: Poor broadband quality

Hi Gizu007, 

Thanks for your post and welcome to our community. 

I'm really sorry that you've been having some broadband issues lately, this is never good. 

I'd also like to apologise for the delay in getting back in touch, we have been busier than usual. 

I've tried to locate your account so I could have a little look at what is going on, but sadly I've been unable to do so. 

If you're still having this issue then please pop me  a personal message with your full address and I'll be able to run some checks from there. 

Emma_C - Forum Team
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Message 9 of 15
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Re: Poor broadband quality

Thanks for the details you provided. 

So I've had a look and there is a few errors, not something we'd usually worry about though. 

The hub has been up for a while so firstly can you reboot that for me and let me know when it's been done. 

Can you also make sure the hub is in the up right position and in an open space so it's not over heating. 

Emma_C - Forum Team
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Message 10 of 15
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Re: Poor broadband quality

Hello

 

That's the hub has been reset. It has been in up right position since delivered. It is far from sources of heat as well.

 

If you check my broadband monitor the lost packets disappeared roughly at the time you have posted your first message. High ping is still there. On checking the ping on random ping tests it is high but I also get 200-300 ms spikes every few seconds.

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