Terrible broadband connection for the last week

[juarez1916]

My broadband has been terrible for the last week, ever since going off completely for 18 hours last Friday and again on Sunday. An engineer replaced the hub for a brand new one yesterday, but this made no difference. You can see from the screenshots all the packet loss which is happening:

I have another engineer coming next Weds but it seems obvious the hub is not the problem. It seems like I'm connected to a dodgy, overloaded server at Virgin HQ. Are there any Virgin staff who can at least check if the problem is at Virgin HQ?

I had exactly the same degraded performance about a month ago but it magically got better by itself. Now it's back.

The weird thing is, my mobile internet, also Virgin, is suffering a very similar problem, slow to load pages, can't find servers, losing 4G connection, though not quite as bad as the broadband. It could be the mobile signal, however the 4G was perfectly fine the last time I lost my broadband.

Many thanks if anyone can help at all.

[jbrennand]

Looks bad.

What Hub model is it and what devices are plugged directly into it on ethernet cables?

Then the first job is to check first for any “known network faults - try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

If nothing shows there post up the Hub data as below
-----------------

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page and then Navigate to these “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 page. 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

[juarez1916]

Thanks for the advice.

I've checked, there aren't any status issues reported online, or on the phone number. Thanks.

The hub is called Hub 3.0 and my PC is the only thing plugged in with a cable.

Here is the hub info:

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

1	330750000	6	43	256 qam	25
2	226750000	5	43	256 qam	12
3	234750000	5	43	256 qam	13
4	242750000	4.9	43	256 qam	14
5	250750000	5	43	256 qam	15
6	258750000	5	43	256 qam	16
7	266750000	5.3	43	256 qam	17
8	274750000	5.1	43	256 qam	18
9	282750000	5.4	43	256 qam	19
10	290750000	5.5	43	256 qam	20
11	298750000	5.6	43	256 qam	21
12	306750000	5.4	44	256 qam	22
13	314750000	5.6	43	256 qam	23
14	322750000	5.8	43	256 qam	24
15	338750000	6.3	44	256 qam	26
16	346750000	6.4	43	256 qam	27
17	354750000	6.5	43	256 qam	28
18	362750000	6.5	43	256 qam	29
19	370750000	6.6	44	256 qam	30
20	378750000	6.8	43	256 qam	31
21	386750000	6.8	43	256 qam	32
22	394750000	6.9	43	256 qam	33
23	402750000	6.8	43	256 qam	34
24	410750000	7	43	256 qam	35

Downstream bonded channels

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

1	Locked	43.3	6	0
2	Locked	43.3	5	0
3	Locked	43.3	5	0
4	Locked	43.3	11	0
5	Locked	43.3	7	0
6	Locked	43.3	6	0
7	Locked	43.3	6	0
8	Locked	43.3	7	0
9	Locked	43.3	1	0
10	Locked	43.3	7	0
11	Locked	43.3	11	0
12	Locked	44.6	6	0
13	Locked	43.3	4	0
14	Locked	43.3	7	0
15	Locked	44.6	5	0
16	Locked	43.3	7	0
17	Locked	43.3	4	0
18	Locked	43.3	6	0
19	Locked	44.6	3	0
20	Locked	43.3	7	0
21	Locked	43.3	4	0
22	Locked	43.3	6	0
23	Locked	43.3	6	0
24	Locked	43.3	2	0

Upstream bonded channels

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

1	46199991	45.8	5120	64 qam	11
2	32600185	45.8	5120	64 qam	13
3	39400102	45.8	5120	64 qam	12

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0

[juarez1916]

Network Log

Time Priority Description

30/09/2022 13:33:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:33:12	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:31:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:31:33	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:24:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:24:52	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:20:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:20:53	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:19:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:19:33	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:17:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:17:53	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:16:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:16:14	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:14:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:14:36	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:08:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:08:54	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:07:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/09/2022 13:07:15	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Mmmm... powers are all ok but logs are a mess - and you only have 3 Up channels - should be 4.

Try and force the change by doing a pinhole reset exactly as below and then see if you connect with 4 Up channels and whether the BQM cleans up
______________________________________________________

Note that a pinhole reset on a Hub3/4/5 can be a bit problematic - so do it (again) EXACTLY this way (not as the VM website says!).

Firstly, make sure the Hub's sticker/card with the two passwords on it is still there and legible If not – DON’T DO IT !

With the Hub switched "on", disconnect any ethernet connections (leave the co-ax connected) and then push in the “reset pin” with the end of a paperclip/thin nail/SIM tray “tool” or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT manually restart the Hub at any time.

Leave it 5' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. The SSID’s will revert to that on the sticker too. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub. You will need to reconnect your devices if you had changed the password, or just change the password back to your preferred one.

See if that sorts it.

[juarez1916]

Thank again for the advice. I have now done the reset, and it is now showing 4 upstream channels, however, the connection quality is still the same. Cheers.

[jbrennand]

A VM person will get here in a day or so and can take a look at the connection from their end.

Out of interest... can the PC connect on wifi? Or have you another device that can? If so try unplugging the ethernet connection from it and then connect over wifi and run it for a couple of hours and see if the BQM cleans up over that period.

there have been a few threads on here recently where BQM issues have been resolved afrer disconnecting various devices on ethernet. Usually a failed network switch or a damaged ethernet cable.

Then try a new Cat56a ethernet cable on the PC - these have better sheathing - "shielding" from cross-talk and interference.

[juarez1916]

Thanks for the suggestion re. the ethernet/wifi, I will give that a try.

One strange thing I have noticed is that although browsing the web is frustrating using the broadband, due to pages not loading, I can still stream video, on Youtube and Amazon Prime, with very few issues. Although getting the sites to load is a pain, once they load and I start streaming, the playback continues virtually uninterrupted.

[juarez1916]

I have disconnected the ethernet cable from the hub and left it overnight, unfortunately, it hasn't shown any improvement. Thanks for the suggestion though.

[Zach_R]

Hi @juarez1916,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm really sorry to hear that you're experiencing some problems with your connection recently. I've checked over the systems and I'm unable to detect any faults on the line currently to explain these issues you're experiencing.

I can see in an earlier post that you've mentioned a technician visit scheduled to go ahead this Wednesday, and I'm sure they'll be able to help. Let us know how it goes either way and we'll go from there.

Thanks,