Terrible broadband bandwidth and signal dropouts

[FreddieHatterz]

I upgraded to the 1Gb broadband and the Hub 4.0... went well for a while, then it started dropping out, killing my vpn as well as giving truly terrible bandwidth.

The laptop is direct connected by Cat6 cable to the hub so the dropouts weren't due to WiFi, the WiFi however has become appallingly slow

Virgin engineers have been out, replaced all of the connectors,  replaced the Hub 4.0 and even moved me to a different port in the relay box outside ... still the same

Tried to fix the WiFi by trying to set to manual rather than dynamic but was still atrocious as can be seen below .. has anyone else seen this issue?

 

[lotharmat]

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!

[Ashleigh_C]

Hi there @FreddieHatterz

Thank you so much for your first post to our community forums and welcome to the team! It's great to have you here! 

I am so sorry to hear you are facing this issue, especially after so much work already done to try and rectify this. Can I ask if you are able to follow the brilliant advice given by lotharmat at all? 

[FreddieHatterz]

 

 

 

 Did the initial snapshots of performance from the site, was going to leave one running for a while, last time I looked it seemed to be close to flatlining. It's so bad that my Sonos (the speakers within 6-12ft of the Hub 4.0) keep losing signal and skipping part way through songs)

[FreddieHatterz]

Will need to leave the monitor running for a while last few days are messed up as I've been trying configuration combinations as well as doing a couple of factory resets

[Ashleigh_C]

Thank you for updating us! 

I have had a look and I can see that there are a few issues showing with the stats on the Hub, for this reason I think it would be best if we arrange an engineer to come out and take a look for you. 

I will send you a PM now so we can arrange, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Thank you. 

[FreddieHatterz]

The check router status gives me this.

 

Got this when I ran a network test on 192.168.0.1

 looking at the meter I'd left running it looks like it flatlined with an amphetamine rush in the middle 

 

 

[lotharmat]

Can you post up the hub stats like this:

Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs as text as a reply - not quick reply. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

[FreddieHatterz]

• Status:

Cable Modem StatusItemStatusCommentsCable Modem Status

Online

DOCSIS 3.1

Primary downstream channel

Locked

SC-QAM

Channel OverviewDownstreamUpstreamDOCSIS 3.0 channels

31

4

DOCSIS 3.1 channels

1

0

[FreddieHatterz]

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	45.020599	5120 KSym/sec	64QAM	4
2	46200000	44.770599	5120 KSym/sec	64QAM	3
3	53700000	44.520599	5120 KSym/sec	64QAM	2
4	60300000	43.020599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow

SFID	939290
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	939289
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

Network Log

Time	Priority	Description
Thu Jan 1 00:01:25 1970	4	Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:01 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 22 11:47:35 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 22 11:47:42 2021	5	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 22 11:48:04 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:21 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 22 17:06:21 2021	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;