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Shazaib
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Slowness everyday / drop outs intermittently

I have been having issues with my Virgin Media broadband for about 2-3 weeks now, with consistent slowness and drop outs, to the point where I suspect there's something wrong with my router. I've tried to go through support where I've just been directed to troubleshooting steps - which I've carried out, such as factory resetting my router, to no avail.

I hope someone can help diagnose these issues with me, because it feels impossible to actually get hold of a human agent over the phone...

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Shazaib
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Re: Slowness everyday / drop outs intermittently

Router Status:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
60300000
Locked
Provisioning State
Online

 

Downstream bonded channels

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

1331000000-340256 qam25
2203000000-0.540256 qam9
3211000000-0.540256 qam10
4219000000-0.740256 qam11
5227000000-140256 qam12
6235000000-1.440256 qam13
7243000000-1.540256 qam14
8251000000-1.540256 qam15
9259000000-1.740256 qam16
10267000000-1.740256 qam17
11275000000-1.940256 qam18
12283000000-2.240256 qam19
13291000000-2.240256 qam20
14299000000-2.240256 qam21
15307000000-2.440256 qam22
16315000000-2.740256 qam23
17323000000-2.740256 qam24
18371000000-3.740256 qam26
19379000000-3.940256 qam27
20387000000-440256 qam28
21395000000-3.940256 qam29
22403000000-440256 qam30
23411000000-3.740256 qam31
24419000000-3.540256 qam32

 

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Shazaib
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Re: Slowness everyday / drop outs intermittently

Downstream bonded channels

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

1Locked40.9346698
2Locked40.92192008
3Locked40.91851947
4Locked40.32152121
5Locked40.92741710
6Locked40.93091437
7Locked40.32901439
8Locked40.32901412
9Locked40.92601233
10Locked40.3266956
11Locked40.92911098
12Locked40.92751147
13Locked40.3371975
14Locked40.3334873
15Locked40.9336875
16Locked40.9416907
17Locked40.9377754
18Locked40.3317622
19Locked40.3392588
20Locked40.3439615
21Locked40.3418477
22Locked40.3404479
23Locked40.3345540
24Locked40.3279544

 

Upstream bonded channels

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

16030000042.5512064 qam6
23940000042512064 qam9
35370000042.5512064 qam7
44620000042.3512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

Min Traffic Rate0



Primary Upstream Service Flow

SFID693555
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

11/02/2021 16:42:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 16:41:1Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/02/2021 15:24:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 16:21:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 15:01:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 15:01:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 15:01:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 04:51:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 21:02:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 21:02:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 16:53:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/02/2021 20:34:53ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 17:00:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 00:43:38Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/02/2021 00:00:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:50:16Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:50:16criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 16:33:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Shazaib
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Re: Slowness everyday / drop outs intermittently

Anything? I'm beginning to get fed up of this issue and not being able to reach support, hence I've began to think about moving providers..

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tehwolf
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Re: Slowness everyday / drop outs intermittently


@Shazaib wrote:

Anything? I'm beginning to get fed up of this issue and not being able to reach support, hence I've began to think about moving providers..


The power levels etc. on your downstream look ok, but you're getting number of post-rs errors across all channels that could potentially be impacting performance.. there are also quite a lot of channel drops (rcs partial service) in the log.. 

can you set up a BQM please -  will show how the connection is performing as seen from the outside - it might be that you're in an area of heavy utilisation and that is impacting your connection - the BQM should help highlight that..

once set up, post a Sharing Link to the Live Graph back to this thread so that we can see it.

  

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Shazaib
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Re: Slowness everyday / drop outs intermittently

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Shazaib
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Re: Slowness everyday / drop outs intermittently

I also noticed today that it is the 2.4GHz band that is extremely slow, the 5GHz seems to be okay. So I went onto the Hub 3 settings and I've currently separated the two so I only connect to the 5GHz, as the other band seems to remain slow no matter what I do.

The difference is about under 10Mbps for 2.4GHz whilst my 5GHz I get just over 100Mbps. I think the problem may be coming from the 2.4GHz as that one seemed very unstable on some speed tests, to the point where it felt like drop outs.

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raj_121
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Re: Slowness everyday / drop outs intermittently

You know what - Ive been experiencing similar issues.

First all devices were cutting out intermittently. Then I checked and checked and checked, reset reset and reset and within a week or so, the 5GHz band was alive and working fine *fingers crossed* (well i think it was that - pretty sure they weren't working properly before)

Now, my apple devices are just dropping every so often, I've checked and seen that they are on the 2.4GHz band, so maybe it is that issue. Now Im not sure what to do.

Do I disable 2.4GHz - will my apple devices connect at all, Do I change the wireless mode? or should i disable channel optimization?

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Shazaib
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Re: Slowness everyday / drop outs intermittently

One thing I was going to try personally, I have a second router which acts as an Access Point, I was going to connect to its 2.4GHz band to see whether it was any different. I suspect it might be something to do with the Hub 3 itself. For now I've just removed the 2.4GHz band and all my devices are connected with no issues, a bit of a shame though, as the 5GHz band will not provide greater coverage as it does not do so well through walls.

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tehwolf
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Re: Slowness everyday / drop outs intermittently


@Shazaib wrote:

Thank you for your response. Is this what you're looking for?

https://www.thinkbroadband.com/broadband/monitoring/quality/view/5f4ad838efed48f1e1506f7f3e8ef6913fe...


i can't see that link - i suspect that it takes you to your BQM in your account - when logged into BQM and looking at the "live graph", just below the image should be a link to "create sharing link" or similar.. post that link back here.. 

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