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Guirichard
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Message 1 of 18
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Slow speed and drop calls

Hi 

My virgin media has been slow and drops to speeds to as low as 10MBps randomly cutting the connections of devices randomly throughout the day. This has been going on for at least two months. 

This is a really an issue as we have two kids home schooling online and my wife and I are also on calls on Zoom the whole day. Throughout the day we keep dropping calls non stop. In fact it has been so bad that my wife has been mostly hot-spotting for three weeks at least to be able to work. The kids are not able to properly do their home schooling.

I have the hub 3 and I was on a 200Mpbs package and the first time I called Virgin. about two weeks ago, they told me to complain and that OFCOM would then monitor my connection for a month and that if it does not meet the standards then I can leave the contract. I explained that this is not the solution I wanted as it does not solve my issue, I do not want to leave I want the issue fixed.

On this call I decided to upgrade to 350MBPs thinking that may be we have too many devices and that it would make a difference and it did not. It is still the same.

I called virgin again last week and an engineer was sent out last Friday and he replaced the hub 3 and told me it should be fine but again it is still the same.

I am not sure what to next. I have been told that 350mpbs should be more than enough for a household. I have put the router in a “happy place” 

All devices continue to show full wi-fi signal through the house (as it always does) but our connection continues to drop even when I am in the same room as the router with full signal. I have followed all the recommendations including reset router, check for dead zones, etc....

A friend has advised I but a Mesh wifi system - the TP Link Deco M5 which cost nearly £200 but I don’t feel like paying this money yet to find out it still does not solve my issue. I feel that the devices are showing full song am all the time and that a mesh wifi may not help but I am not a techie and may be it will solve the issue.

Any help or advice would me much appreciated....when calling virgin usually I am an hour on hold so any help online would be fab.

Thank you!

 

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conman33158
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Message 2 of 18
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Re: Slow speed and drop calls

Ok first things first, we will see if there are any problem on your line and if you can give us the relevant information and if everything is cool then getting the TP Deco Mesh system might be the best option.

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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conman33158
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Re: Slow speed and drop calls

Can you please do the following:

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

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

For Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow warning just click the Post button again. Use one post for each item if needed.

Please do not use screen grabs.

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Guirichard
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Re: Slow speed and drop calls

Downstream bonded channels

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

13230000003.738256 qam24
21390000005.438256 qam1
31470000005.338256 qam2
4155000000538256 qam3
51630000004.538256 qam4
61710000004.538256 qam5
7179000000438256 qam6
81870000004.138256 qam7
9195000000438256 qam8
102030000003.738256 qam9
112110000003.738256 qam10
122190000003.738256 qam11
132270000003.738256 qam12
142350000003.538256 qam13
15243000000338256 qam14
162510000003.238256 qam15
17259000000338256 qam16
182670000003.538256 qam17
192750000003.438256 qam18
202830000003.538256 qam19
212910000003.738256 qam20
222990000004.338256 qam21
233070000003.938256 qam22
24315000000438256 qam23



Downstream bonded channels

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

1Locked38.610751
2Locked38.64962108
3Locked38.63799172
4Locked38.64800253
5Locked38.992841027
6Locked38.610665899
7Locked38.69010469
8Locked38.66869435
9Locked38.66916347
10Locked38.64938108
11Locked38.93585169
12Locked38.6379785
13Locked38.6318526
14Locked38.6296631
15Locked38.9391836
16Locked38.6469532
17Locked38.6550560
18Locked38.9422442
19Locked38.94426177
20Locked38.92987220
21Locked38.6236893
22Locked38.9229637
23Locked38.611499
24Locked38.915523

 

Upstream bonded channels

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

16030016142.8512064 qam1
23940013439.3512064 qam4
34620000040.3512064 qam3
45370012442.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0000

 

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Guirichard
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Message 5 of 18
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Re: Slow speed and drop calls

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
.iyewrkldJKDHSUBsgvca6983



Primary Downstream Service Flow

SFID9128
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID9127
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

23/01/2021 22:47:59noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 20:31:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 08:44:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/01/2021 01:32:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 21:36:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 21:35:57Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 18:00:51noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 18:00:51ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 17:02:45noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 17:02:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 16:43:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 16:34:14noticeSW download Successful - Via Config file
22/01/2021 16:32:16noticeSW Download INIT - Via Config file
22/01/2021 16:32:5ErrorDisruption during SW download - Power Failure
22/01/2021 16:29:23noticeSW Download INIT - Via Config file
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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conman33158
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Message 6 of 18
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Re: Slow speed and drop calls

Your router stats look fine, you do have a few Post RS Errors, have you tried a pinhole reset on the back of the hub, hold the button in for at least 50 seconds and let the router reboot giving it about 5 mins to re-sync everything.

 

Also can you set up the BQM as advise above, this will give us an idea of any over utilization problems etc.

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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Guirichard
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Message 7 of 18
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Re: Slow speed and drop calls

yes I did the pinhole reset before a few time.

I have set up the BQM but I suppose that we would only get a true picture from tomorrow when the household goes back on zooms calls and the kids are on online schooling......

If we find out that the connection itself is fine then what is the logic of the issue of the wifi signals on all devices being always full but devices drop out?

Is it that there is a wifi issue with the router and getting a TP link Deco Mesh wifi will create a new wifi Separate to the router hence would potentially solve the devices dropping connection issues?

Would it be like me setting up my own wifi network outside of the virgin hub hence not having to deal with overcrowded virgin wifi signals form neighbourhood, etc....? Sorry confused on the logic of this one

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jbrennand
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Message 8 of 18
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Re: Slow speed and drop calls

If it is purely a wifi issue - nail that first - then getting your own wireless equipment will solve the issue. What you actually get It depends on your requirements for... better routing features, your house layout, size, construction materials, your tech abilities, and of course, budget.

£60-80 will get a decent introductory wireless router but 'may' not alone solve the wifi in your house, but spending up to ~£500 will get the “Rolls Royce” solution of a high-end Wifi6 Router & WAP's or a top end Tri-band Mesh system. You'll probably want something suitable - somewhere within that range - I reckon ~£100-150 is around the “sweet spot” for most standard users, and where you would probably need to start for a standard 2/3-story house if it has brick walls. Less for a one-bedroom modern build flat, more for a stone built 8 bedroom mansion

The Deco M5 is an excellent system - 2 of my pals just got it and it has transformed their wifi connections. It was £150 on Amazon at Christmas - but price varies, Its baby brother M4 at £99 is also and excellent choice and might be fine - check the surface areas these cover.

--------------------
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.
Guirichard
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Re: Slow speed and drop calls

https://www.thinkbroadband.com/broadband/monitoring/quality/share/05428183bba6bd40f6fcd30c3bd3c443498cd49b-25-01-2021
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Guirichard
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Message 10 of 18
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Re: Slow speed and drop calls

Hi 

I just shared today BQM. Today I managed to get the two kids and the wife connected to the router via LAN cable so they did not drop any calls.

I was the only one on wifi sitting in the same room as the router with full WiFi-fi signal but my Zoom calls still dropped thoughtout the day randomly.

 

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