Regular drops in speed and repeated router reboots

[Jon-J]

I've been having issues with my broadband speed for about a week now. I'm on Gig1 full fibe, with a Hub 4 router, and regularly get 950-985 Mbps download and about 100 Mbps upload.

On 5 Sept, I began to notice that webpages were loading incredibly slow, and performed a speed test. The download speed had dropped to 12.88 Mbps, but the upload speed was 104.80 Mbps. I turned the router off, and unplugged it for a few minutes, then plugged it back in. After a while I did another speed test and it was 945.93 and 104.88 Mbps. 

I had the same problem yesterday, 10 Sept, with speeds of 0.91 Mbps and 102.43 Mbps. Again, after cycling the router, speeds were 945.98 and 104.89 Mbps.

The same problem then hit today, so bad that I couldn't even get speed test page to load. I tried to access the Internet through the Hub 4 router on both desktop (via Ethernet), and on mobile (via WiFi). Both encountered same issue. I finally got the speed test to work on my mobile, which registered 0.10 Mbps download.

I then tried logging into my account through the My Virgin Media app. When I tried to move on from the email login page I got a "Sorry, something's gone wrong" page, with the error code: FSB50. I was able to login to the router (192.168.0.1) and ran the Network Diagnostic Tool, but all this said was that "Your home network has a few problems", without giving further details.

I've had to access My Virgin Media account through mobile data. I ran through a Service status check and received an error for broadband, with an "Intermittent signal in your area" message.

After repeating the same routine (cycling the router), the problem was fixed - to a point. unfortunately, I'm getting 1/2 my download speed, at 437.49 Mbps, while the upload speed is consistent at 104.84 Mbps.

Is it the signal itself, or the Hub 4 router? I can't be expected to repeatedly cycle the router if this is going to be a regular occurrence.

5 Sept 2024

10 Sept 2024

11 Sept 2024

[jbrennand]

Lets see the connection data - see this...

-----------

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

[Jon-J]

part 2 of 2

Network Log

Time	Priority	Description
Wed Sep 11	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	6	CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	6	CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Wed Sep 11	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	6	CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	3	No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	6	CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Tue Sep 10	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Mon Sep	3	No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Mon Sep	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Mon Sep	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Mon Sep	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Mon Sep	6	CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Mon Sep	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	6	CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	3	No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;
Sun Sep	5	TCS Partial Service;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;

[Jon-J]

3.0 Downstream channels

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

25	331000000	8.000000	36.386890	QAM256	25
1	139000000	8.500000	31.403784	QAM256	1
2	147000000	8.400002	31.688669	QAM256	2
3	155000000	8.400002	31.993563	QAM256	3
4	163000000	8.099998	32.237156	QAM256	4
5	171000000	7.800003	32.237156	QAM256	5
6	179000000	7.699997	32.676208	QAM256	6
7	187000000	7.900002	32.676208	QAM256	7
8	195000000	7.599998	32.676208	QAM256	8
9	203000000	7.300003	32.962662	QAM256	9
10	211000000	7.199997	33.062504	QAM256	10
11	219000000	7.500000	33.376591	QAM256	11
12	227000000	7.400002	33.486542	QAM256	12
13	235000000	7.199997	33.834164	QAM256	13
14	243000000	7.000000	33.834164	QAM256	14
15	251000000	7.500000	33.486542	QAM256	15
16	259000000	8.099998	34.925610	QAM256	16
17	267000000	8.300003	35.595078	QAM256	17
18	275000000	8.699997	35.595078	QAM256	18
19	283000000	8.699997	35.595078	QAM256	19
20	291000000	8.500000	35.595078	QAM256	20
21	299000000	7.699997	35.595078	QAM256	21
22	307000000	7.199997	35.779911	QAM256	22
23	315000000	7.199997	35.779911	QAM256	23
24	323000000	7.500000	36.609653	QAM256	24
26	339000000	7.900002	36.386890	QAM256	26
27	347000000	7.699997	36.386890	QAM256	27
28	355000000	7.500000	36.386890	QAM256	28
29	363000000	7.099998	35.779911	QAM256	29
30	371000000	6.900002	35.595078	QAM256	30
31	379000000	6.900002	35.595078	QAM256	31
32	387000000	6.800003	36.386890	QAM256	32

3.0 Downstream channels

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

25	Locked	36.386890	0	0
1	Locked	31.403784	0	0
2	Locked	31.688669	0	0
3	Locked	31.993563	0	0
4	Locked	32.237156	0	0
5	Locked	32.237156	0	0
6	Locked	32.676208	0	0
7	Locked	32.676208	0	0
8	Locked	32.676208	0	0
9	Locked	32.962662	0	0
10	Locked	33.062504	0	0
11	Locked	33.376591	0	0
12	Locked	33.486542	0	0
13	Locked	33.834164	0	0
14	Locked	33.834164	0	0
15	Locked	33.486542	0	0
16	Locked	34.925610	0	0
17	Locked	35.595078	0	0
18	Locked	35.595078	0	0
19	Locked	35.595078	0	0
20	Locked	35.595078	0	0
21	Locked	35.595078	0	0
22	Locked	35.779911	0	0
23	Locked	35.779911	0	0
24	Locked	36.609653	0	0
26	Locked	36.386890	0	0
27	Locked	36.386890	0	0
28	Locked	36.386890	0	0
29	Locked	35.779911	0	0
30	Locked	35.595078	0	0
31	Locked	35.595078	0	0
32	Locked	36.386890	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1840

QAM1024

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

29

-14.6

112998535

1297

[Jon-J]

3.0 Upstream channels

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

1	49600000	41.770599	5120 KSym/sec	64QAM	1
2	23600000	40.270599	5120 KSym/sec	64QAM	5
3	30100000	41.270599	5120 KSym/sec	64QAM	4
4	36600000	41.270599	5120 KSym/sec	64QAM	3
5	43100000	41.270599	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

44.0

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

[Client62]

Although the Downstream power levels are strong, the SNR ratio is close to or at the lower limits.

Is there a known service fault in your locality - (do try both) ?
Call 0800 561 0061 – this is an automated number.
https://www.virginmedia.com/help/check/status/identification/identify

Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.
https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to include: Latency, Jitter, Packet loss & Upload speed

The speed at the Hub should reflect your subscription

[Jon-J]

The automated number indicated that there were NO issues in the area. Confusingly, following the VM link, it stated that there was an "Intermittent signal in your area. We’re looking into it. Check back here after 21 hours, and if there’s still an issue we’ll help you book an engineer."

This was the result using the check VM speed test tool.
Latency 16.7 ms
Jitter 0.52 ms
Download 74.0 Mbps
Upload 103 Mbps

Do I wait nearly 24-hours, or book an engineer? This has been ongoing for nearly a week.

[Client62 · Accepted solution]

The preferred Power levels for the 3.1 Downstream  are -7 to +7 dBmV 

Here the figure is -14.6 dBmV, as this is a logarithmic scale, the received signal is a tiny fraction of what is expected,
this is likely the root cause of your variable speed issues.

You can try to request an engineer to be sent to rectify this, but I'd not be surprised if this turns out to be a fault in a street cabinet or even further back in the network that is affecting many customers in your locality.

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

29

-14.6

112998535

1297

[Jon-J]

Thank you for this.

I think I'll wait until tomorrow. If I'm still having problems then, I'll book an engineer.

[jbrennand]

Lets see the BQM.