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lungarman
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Slow broadband and intermittent connection

Hi,

The past week I have been suffering very badly with slow broadband and an intermittent unreliable connection. I use a mix of wired and wireless connection types.

I have tried calling support direct but have had little luck.

I have posted my logs below, hopefully I've done this correctly.

Any help would be greatly appreciated.

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
338750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 338750000 11.6 40 256 qam 26
2 202750000 11.5 40 256 qam 9
3 210750000 11.4 40 256 qam 10
4 218750000 11 40 256 qam 11
5 226750000 11 40 256 qam 12
6 234750000 10.5 40 256 qam 13
7 242750000 10.5 40 256 qam 14
8 250750000 10.4 40 256 qam 15
9 258750000 10.5 40 256 qam 16
10 266750000 10.6 40 256 qam 17
11 274750000 10.6 40 256 qam 18
12 282750000 10.9 40 256 qam 19
13 290750000 11 40 256 qam 20
14 298750000 11.4 40 256 qam 21
15 306750000 11.5 40 256 qam 22
16 314750000 11.4 40 256 qam 23
17 322750000 11.3 40 256 qam 24
18 330750000 11.5 40 256 qam 25
19 346750000 11.6 40 256 qam 27
20 354750000 11.6 40 256 qam 28
21 362750000 11.4 40 256 qam 29
22 370750000 11.5 40 256 qam 30
23 378750000 11.1 40 256 qam 31
24 386750000 11 40 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 5 0
2 Locked 40.3 5 0
3 Locked 40.3 4 0
4 Locked 40.3 4 0
5 Locked 40.3 7 0
6 Locked 40.9 3 0
7 Locked 40.3 6 0
8 Locked 40.9 0 0
9 Locked 40.9 5 0
10 Locked 40.3 3 0
11 Locked 40.9 4 0
12 Locked 40.9 6 0
13 Locked 40.3 6 0
14 Locked 40.3 4 0
15 Locked 40.9 6 0
16 Locked 40.3 6 0
17 Locked 40.3 7 0
18 Locked 40.3 8 0
19 Locked 40.3 4 0
20 Locked 40.9 5 0
21 Locked 40.3 6 0
22 Locked 40.3 4 0
23 Locked 40.3 6 0
24 Locked 40.3 0 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 33 5120 32 qam 4
2 46200000 33 5120 64 qam 3
3 53700000 33.5 5120 32 qam 2
4 60300000 33.5 5120 32 qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
v9873254k;fg87dsfd;kfoA,.


Primary Downstream Service Flow
SFID 898
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 28654
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log
Time Priority Description
02/09/2021 19:52:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 19:52:25 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 19:36:14 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 02:11:7 critical 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=3.0;
02/09/2021 02:10:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 02:10:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:57:45 critical 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=3.0;
02/09/2021 01:53:55 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:53:55 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:52:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:52:39 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:51:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:51:53 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:51:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:51:8 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:50:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:50:21 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:49:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:49:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 01:48:49 critical 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=3.0;

 

 

 

 

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lungarman
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Message 2 of 16
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Re: Slow broadband and intermittent connection

I also started using the recommended tracking tool, this is the results after 1 hour of tracking

lungarman_0-1630616747053.png

 

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Tudor
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Message 3 of 16
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Re: Slow broadband and intermittent connection

Downstream power levels are too high and upstream should be 64 QAM.

You need a technician’s visit to rectify, try calling customer services again, 08:00 is the best time. A VM staff member will get to your post, but it may take a day of two.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
lungarman
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Re: Slow broadband and intermittent connection

Thank you very much for taking a look at this! I will call VM this morning and see if they can send an engineer out to me and reference I have received advice on this forum 🙂

Thanks again!

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lungarman
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Message 5 of 16
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Re: Slow broadband and intermittent connection

Update after my call with VM support:

1. It seems that a "switch" was switched off(?) and has now been switched on, this allegedly will yield better results - faster speeds and more stable connection. I am a little skeptical as it sounds too good to be true, and surprised this "switch" has never been mentioned before the past 3/4 times I've called VM support. In any case I'll keep my fingers crossed.

2. I was told that there is a problem in my area despite the VM Status Report consistenly showing "no problems in my area" - this is preventing the support team from booking an engineer despite having good grounds to book one based on the information I recieved about my power levels being off. Can anyone confirm if I am able to get an engineer sent out whilst there is a percieved problem in my area? I'm worried that even if there is a problem in my area, how can Ibe sure that fixing the area problem will resolve my issue when the rootcause is unknown.

Any advice or experience would be appreciated! 🙂

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lotharmat
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Message 6 of 16
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Re: Slow broadband and intermittent connection

Sounds like typical CS Bullcrap to get you off the phone!

Can someone flag this for VM staff as the phone advice has been shocking!




------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Tudor
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Message 7 of 16
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Re: Slow broadband and intermittent connection

The web page status report only covers 100’s of users, it’s best to check with Area faults on  0800 561 0061 or if you have a VM landline 150


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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lungarman
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Message 8 of 16
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Re: Slow broadband and intermittent connection

Another update, earlier today I called 0800 561 0061 whilst my connection was down and was told there were no problems in my area. I called again now, 10PM UK Time, and there a still "no issues in my area" - but needless to say my connectivity remains bad and I'm unable to get an sent out engineer out.

Is anyone able to assist and get an engineer sent to my address so they can check what is going on and fix?

Alternatively, would anyone know if purchasing another Router and running my Virgin Hub in Modem mode would have any results?

Thanks again for the advice so far guys!

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lungarman
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Message 9 of 16
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Re: Slow broadband and intermittent connection

Could anyone advise? I've called again today, same situation - no report of a problem in my area but really bad connection quality and Customer Service are unable to send an engineer out. Really stuck on what to do...

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jbrennand
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Message 10 of 16
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Re: Slow broadband and intermittent connection

I will flag for VM to come and take a look

Post a link to "share live graph" on your 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 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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