WiFi speeds dropping drastically and lag with gaming

[Div7]

Hi there for the last week or two I’ve had constant problems with my internet with it stopping working sometimes , and times the speed drops to as low as 5mbps when I’m on 350mbps plan , the signal doesn’t reach my bedroom properly as-well most of the time , where I can’t watch videos or scroll social media without having to use mobile data , I’m also a keen gamer and for the last week it’s been unplayable where the game just sticks and I can’t move etc , Then when I reset the router with the pin at the back it seems to make it work ok for a day then it goes back to the same problems and I have to reset it again , was just wondering if there was any answers to this thanks ……(p.s I asked these questions on Twitter and they sent me here saying it sounds like a WiFi issue rather than a problem with the external network ) 

[Div7]

I’ve moved into a new house and the previous tenants had virgin and they have the boxes coming through the ceiling from the loft so the main wall box must be in the loft that I don’t actually have a ladder to access at the moment so I can’t check those wires and box up there at the moment which is annoying , but what you are saying with the channels etc is there is definitely a problem with things 

[jbrennand]

I'm confused! Where is your Hub located - the loft ? What is on the end of the cables ? The wall box will be on the outside of the property. And the Hub usually in an easily accessible location

Forget all that about wiring - just switch off the Hub to reset the data as I suggested

[Div7]

No the hub is in my living room but the little box that you connect the hub and the virgin tv box into is on a wire that leads into the loft , I will turn the router off and leave it for 5/10 mins soon when I get In from work and send the data again 

[Div7]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	46200283	Locked
Provisioning State	Online

[Div7]

Refresh data

Downstream bonded channels

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

1	139000000	-6	38	256 qam	1
2	147000000	-5.7	38	256 qam	2
3	155000000	-5.5	38	256 qam	3
4	163000000	-5.4	38	256 qam	4
5	171000000	-5.2	38	256 qam	5
6	179000000	-5.2	38	256 qam	6
7	187000000	-5.2	38	256 qam	7
8	195000000	-5.2	40	256 qam	8
9	203000000	-5	38	256 qam	9
10	211000000	-5	38	256 qam	10
11	219000000	-5.2	40	256 qam	11
12	227000000	-5.2	38	256 qam	12
13	235000000	-5.4	38	256 qam	13
14	243000000	-6	38	256 qam	14
15	251000000	-5.7	38	256 qam	15
16	259000000	-4.9	38	256 qam	16
17	267000000	-4.7	38	256 qam	17
18	275000000	-4.7	38	256 qam	18
19	283000000	-4.7	38	256 qam	19
20	291000000	-4.7	38	256 qam	20
21	299000000	-4.5	38	256 qam	21
22	307000000	-4.7	40	256 qam	22
23	315000000	-5	38	256 qam	23
24	323000000	-5	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	302390	120694
2	Locked	38.6	21952	0
3	Locked	38.9	6124	0
4	Locked	38.9	5467	0
5	Locked	38.9	4096	0
6	Locked	38.9	2738	0
7	Locked	38.6	2296	0
8	Locked	40.3	1133	0
9	Locked	38.9	1116	0
10	Locked	38.9	1211	0
11	Locked	40.3	774	0
12	Locked	38.9	722	0
13	Locked	38.9	556	0
14	Locked	38.9	503	0
15	Locked	38.9	304	0
16	Locked	38.9	74	0
17	Locked	38.9	49	0
18	Locked	38.9	26	0
19	Locked	38.9	20	0
20	Locked	38.9	9	0
21	Locked	38.9	6	0
22	Locked	40.3	7	0
23	Locked	38.9	5	0
24	Locked	38.9	4	0

[Div7]

Refresh data

Upstream bonded channels

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

1

46200283

57

5120

64 qam

3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

1

0

[Div7]

data

Network Log

Time Priority Description

07/11/2021 11:22:18	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 11:03:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2021 09:41:30	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2021 14:43:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2021 17:25:35	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2021 11:24:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2021 05:20:9	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/11/2021 00:56:35	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 14:22:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2021 05:15:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 00:18:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 17:44:45	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 17:44:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 17:44:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 16:50:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 16:50:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 16:42:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 16:42:8	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 16:41:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 13:56:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Thats very poor. I will ask VM to come here to comment.

[John_GS]

Hi @Div7

Thanks for posting and welcome to the community. My apologies for the broadband issues.

I can see from a system check that you should have 4 upstream channels and only one is showing. That level as well is out of spec. As are a few of your downstream channels. 

This all means a technician visit to the property is needed. I shall send you a PM now to get some details.

Kind regards,

[John_GS]

Hi @Div7

Thanks for joining me on PM.

Just to update the thread, the engineer visit was booked in.

This can be tracked and/or altered in your online account

Let us know how the visit goes.

Best,