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Regular drops in speed and repeated router reboots

Jon-J
Dialled in

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 20245 Sept 2024

 

10 Sept 202410 Sept 2024

 

11 Sept 202411 Sept 2024

 

1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Alessandro Volta

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)

159Locked29-14.61129985351297

See where this Helpful Answer was posted

11 REPLIES 11

jbrennand
Very Insightful Person
Very Insightful Person

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


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Jon-J
Dialled in

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
Dialled in

3.0 Downstream channels

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

253310000008.00000036.386890QAM25625
11390000008.50000031.403784QAM2561
21470000008.40000231.688669QAM2562
31550000008.40000231.993563QAM2563
41630000008.09999832.237156QAM2564
51710000007.80000332.237156QAM2565
61790000007.69999732.676208QAM2566
71870000007.90000232.676208QAM2567
81950000007.59999832.676208QAM2568
92030000007.30000332.962662QAM2569
102110000007.19999733.062504QAM25610
112190000007.50000033.376591QAM25611
122270000007.40000233.486542QAM25612
132350000007.19999733.834164QAM25613
142430000007.00000033.834164QAM25614
152510000007.50000033.486542QAM25615
162590000008.09999834.925610QAM25616
172670000008.30000335.595078QAM25617
182750000008.69999735.595078QAM25618
192830000008.69999735.595078QAM25619
202910000008.50000035.595078QAM25620
212990000007.69999735.595078QAM25621
223070000007.19999735.779911QAM25622
233150000007.19999735.779911QAM25623
243230000007.50000036.609653QAM25624
263390000007.90000236.386890QAM25626
273470000007.69999736.386890QAM25627
283550000007.50000036.386890QAM25628
293630000007.09999835.779911QAM25629
303710000006.90000235.595078QAM25630
313790000006.90000235.595078QAM25631
323870000006.80000336.386890QAM25632



3.0 Downstream channels

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

25Locked36.38689000
1Locked31.40378400
2Locked31.68866900
3Locked31.99356300
4Locked32.23715600
5Locked32.23715600
6Locked32.67620800
7Locked32.67620800
8Locked32.67620800
9Locked32.96266200
10Locked33.06250400
11Locked33.37659100
12Locked33.48654200
13Locked33.83416400
14Locked33.83416400
15Locked33.48654200
16Locked34.92561000
17Locked35.59507800
18Locked35.59507800
19Locked35.59507800
20Locked35.59507800
21Locked35.59507800
22Locked35.77991100
23Locked35.77991100
24Locked36.60965300
26Locked36.38689000
27Locked36.38689000
28Locked36.38689000
29Locked35.77991100
30Locked35.59507800
31Locked35.59507800
32Locked36.38689000



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM1024759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked29-14.61129985351297

3.0 Upstream channels

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

14960000041.7705995120 KSym/sec64QAM1
22360000040.2705995120 KSym/sec64QAM5
33010000041.2705995120 KSym/sec64QAM4
43660000041.2705995120 KSym/sec64QAM3
54310000041.2705995120 KSym/sec64QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.044.02KQAM128


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900

Client62
Alessandro Volta

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

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
Alessandro Volta

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)

159Locked29-14.61129985351297

Jon-J
Dialled in

Thank you for this.

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

jbrennand
Very Insightful Person
Very Insightful Person

Lets see the BQM.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.