Menu
Reply
JebusXI
  • 10
  • 0
  • 0
Tuning in
324 Views
Message 1 of 21
Flag for a moderator

Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated

Hey guys, 

I thought I'd post here and get some other opinions from people. I am a live streamer based in London, I've been streaming on Twitch for about a year and it has been reasonably fine up until a few weeks ago where my stream would crash multiple times and drop from 2500 steady bitrate to 40, which prevents my viewers from watching. 

This is my job and source of income so unfortuantely I rely on my internet connection so that I may work, with the constant drop outs is prevents me from doing that.

I've done some speedtests, just to monitor and it fluctuates like crazy. Some times we will get a download speed of 40, sometimes 200 (which is what we should be getting) and our upload speeds will range from 14 to 0.4 (which is abysmal).
 
I've tried hard resetting the router, plugging in the new router that they sent us (which is the exact same as the one we have) and I've also tried running an ethernet cable from the router all the way to my PC to check and yet still, even with a direct connection we are receiving drop outs. 
 
I've done some research and thinking of setting my Hub 3 to modem mode and investing in a third party router/mesh system so hopefully keep a stable connection. Specifically the Netgear Nighthawk. Does anyone have any similar experience and has this helped you? Do you have any recommendations/things that I should try? I'd really appeciate any feedback you guys have. 
 
I've spoken to multiple Virgin representitives but still nothing has been done.
 
Thank you.
 
I've attached some screenshots of stream monitoring with an example of what it should look like, a straight line, vs what it has looked like for the past two weeks.
 
f1f890d8-3f45-46ef-91ac-fdb50030ab4b.jpg1c025d85-bb70-4943-9261-06d34bdd6a4c.jpg
0 Kudos
Reply
carl_pearce
  • 4.73K
  • 402
  • 706
Superstar
322 Views
Message 2 of 21
Flag for a moderator

Re: Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated

Create a BQM and post a live link.

You shouldn't really rely on residential broadband for work purposes.

tehwolf
  • 1.57K
  • 253
  • 379
Superfast
318 Views
Message 3 of 21
Flag for a moderator

Re: Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated


@carl_pearce wrote:

Create a BQM and post a live link.

 


This.

before you invest in any new equipment, you should try to ascertain whether your underlying connection is stable.. if it isn't, a more powerful router is unlikely to make much difference.

Also - if you rely on the internet to generate income, it might be worth getting a secondary connection from a totally different supplier (i.e. openreach based).

0 Kudos
Reply
JebusXI
  • 10
  • 0
  • 0
Tuning in
205 Views
Message 4 of 21
Flag for a moderator

Re: Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated

Here is the live link to the BQM. The complete red surges are me disconnecting the router and what not.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a26aa0aa90171a6727589dbe222f271275...

Since this post I have installed a M9 Mesh system and yet the problem persists. At this point I have no idea what to do. 

0 Kudos
Reply
carl_pearce
  • 4.73K
  • 402
  • 706
Superstar
193 Views
Message 5 of 21
Flag for a moderator

Re: Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated


@JebusXI wrote:

Here is the live link to the BQM. The complete red surges are me disconnecting the router and what not.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a26aa0aa90171a6727589dbe222f271275...

Since this post I have installed a M9 Mesh system and yet the problem persists. At this point I have no idea what to do. 


Yep, oversubscription/utilization (It settles in the early morning as less users are using the service):

carl_pearce_0-1611161612600.png

 

0 Kudos
Reply
JebusXI
  • 10
  • 0
  • 0
Tuning in
188 Views
Message 6 of 21
Flag for a moderator

Re: Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated

So. Is there any fix for this? Or is it hopeless? I've been on the phone with them and they went through the generic script. Managed to book an engineer for a weeks time but I am not hopefull. We've already had an engineer, I don't know what's left to do.

Am I just shooting in the dark here? Do I need to switch ISPs?

0 Kudos
Reply
jbrennand
  • 20.51K
  • 2.18K
  • 3.62K
Very Insightful Person
Very Insightful Person
178 Views
Message 7 of 21
Flag for a moderator

Re: Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated

As Carl says it might be overutilisation - but it may not - you can get odd patterns on BQM due to signal noise problems - the Tech will investigate but in advance of that lets take a look at the connection details as per this....
___________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

--------------------
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.
0 Kudos
Reply
legacy1
  • 15.42K
  • 662
  • 1.51K
Alessandro Volta
171 Views
Message 8 of 21
Flag for a moderator

Re: Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated

Why can't VM QoS this? its likely upstream which should QoS its self by the scheduler or QoS after Docsis.
---------------------------------------------------------------
0 Kudos
Reply
JebusXI
  • 10
  • 0
  • 0
Tuning in
167 Views
Message 9 of 21
Flag for a moderator

Re: Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated

Downstream bonded channels

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

14027500000.938256 qam30
22027500003.540256 qam9
32107500003.238256 qam10
42187500003.240256 qam11
52267500002.938256 qam12
62347500002.940256 qam13
72427500002.540256 qam14
82507500002.540256 qam15
92587500002.738256 qam16
102667500002.738256 qam17
112747500002.238256 qam18
122827500002.240256 qam19
132907500002.238256 qam20
142987500002.738256 qam21
153067500002.238256 qam22
163147500002.738256 qam23
173227500002.740256 qam24
183307500002.240256 qam25
193707500001.438256 qam26
203787500001.738256 qam27
21386750000138256 qam28
223947500000.938256 qam29
234107500001.238256 qam31
244187500000.738256 qam32



Downstream bonded channels

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

1Locked38.950
2Locked40.340
3Locked38.970
4Locked40.340
5Locked38.950
6Locked40.350
7Locked40.350
8Locked40.370
9Locked38.960
10Locked38.940
11Locked38.970
12Locked40.370
13Locked38.670
14Locked38.6180
15Locked38.940
16Locked38.950
17Locked40.350
18Locked40.370
19Locked38.6130
20Locked38.670
21Locked38.960
22Locked38.680
23Locked38.950
24Locked38.920

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000041.3512064 qam11
23260000039.3512064 qam13
33940000040.8512064 qam12
45370000041.3512064 qam10


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

0 Kudos
Reply
JebusXI
  • 10
  • 0
  • 0
Tuning in
166 Views
Message 10 of 21
Flag for a moderator

Re: Virgin WIFI dropouts with Hub 3 - thinking of getting a third party router - help appreciated

Network Log

Time Priority Description

20/01/2021 10:45:29noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2021 00:31:30noticeSW download Successful - Via NMS
20/01/2021 00:29:39noticeSW Download INIT - Via NMS
16/01/2021 06:37:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:19:36noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 18:19:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 19:23:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 11:50:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 11:50:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 11:50:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 19:22:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 06:19:36noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 06:19:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 18:25:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 07:30:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 07:30:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 08:43:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 08:43:45criticalUnicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 08:20:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply