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Mina1
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Wifi poor for over 4 months after previously working perfectly

I'm a student in central Leeds who only uses the internet for surfing and streaming and there is only two of us in the flat using it most of the time. For about a year and a half I had no problems at all and particularly at the start of working online due to COVID, I had weekly meetings where different students would present and upload media such as their presentations and it was all seamless, others might have had poor wifi but mine never had a problem. I don't think there was ever a time where the resolution of the call dropped or lagged. 

However, since around January it has been very poor. It started just on my macbook so I thought that could have been the issue since its getting older (2015). At this point I couldn't even browse the internet a lot of the time as the connection would just drop out (I apologise if I use the wrong terminology at any point - I still had bars of signal but nothing would load and it often didn't resolve unless I restarted the mac or did other troubleshooting). My connection was so poor I got kicked out of meetings and experienced audio and visual lag. It would also take me a long time to share my screen/powerpoint on teams. It was almost impossible to do any research for my uni work at this point.

Within the last month or so it has improved slightly, I can browse fine most of the time, but it now affects all my devices, Youtube will lag frequently and it sometimes struggles even at 720p (when before I could stream in 4K comfortably), and the teams meeting will be very poor quality, especially with visual lag. 

Sorry if this is not much to go on as it is very anecdotal, I mainly want to know if this is something on my end or on virgin media. This may or may not be of note but we did some renovations and swapped the layout of the room and so we used an extension cable to connect the wall outlet to the  router which is now on the other side of the room as the kitchen is now where the outlet was. However, it worked as normal with this setup for about 6 months. 

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gary_dexter
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Alessandro Volta
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Message 2 of 18
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Re: Wifi poor for over 6 months after previously working perfectly

Did you have to extend the coax cable or just the power lead?


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Mina1
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Re: Wifi poor for over 6 months after previously working perfectly

the coax cable I believe - I'm not entirely sure as it was not me who altered it but I believe it was just one very long coax cable used but I am not sure where it was sourced from

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gary_dexter
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Alessandro Volta
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Re: Wifi poor for over 6 months after previously working perfectly

It’s against the terms of use to modify the cabling. If the cabling is found to be the cause of the issue you are liable for any callout charges to fix the issue.

Not to mention that cheap aftermarket cabling can cause noise ingress back down the line to the cabinet and effect other users connections as well, whom you might be liable for as well if they have to get engineers out for issues caused by your cabling. 


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Mina1
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Message 5 of 18
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Re: Wifi poor for over 6 months after previously working perfectly

Ah I see thank you - Is this something that can occur over time then, since as I mentioned it worked as normal for about half a year. If this is the problem, will it just be the case of replacing the cable?
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gary_dexter
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Re: Wifi poor for over 6 months after previously working perfectly

It depends if it’s a line issue or just a Wifi issue.

Post the Network, Upstream and Downstream logs from the hubs admin pages back here as text 


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Re: Wifi poor for over 6 months after previously working perfectly

Ah yes, looks like there is definitely an issue there

network log:

29/04/2021 22:13:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 07:24:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 07:01:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 06:52:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 04:43:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 04:43:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 03:55:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 18:52:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 13:26:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2021 17:43:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/04/2021 13:47:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 23:51:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 16:43:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 16:43:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 13:21:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 13:20:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 12:47:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 07:26:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 12:28:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/04/2021 11:35:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream:

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 41.5 5120 64 qam 2
2 39400000 41 5120 64 qam 4
3 46200000 41.5 5120 64 qam 3
4 60300000 42 5120 64 qam 1

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 2 0
3 ATDMA 0 0 3 0
4 ATDMA 0 0 6 0

Downsteam:

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

12667500001138256 qam17
21387500001237256 qam1
31467500001237256 qam2
415475000011.537256 qam3
516275000011.537256 qam4
617075000011.637256 qam5
717875000011.837256 qam6
818675000011.837256 qam7
919475000011.637256 qam8
1020275000011.537256 qam9
1121075000011.537256 qam10
1221875000011.437256 qam11
1322675000011.337256 qam12
1423475000011.137256 qam13
152427500001137256 qam14
162507500001137256 qam15
172587500001137256 qam16
1827475000010.938256 qam18
192827500001137256 qam19
2029075000011.637256 qam20
2129875000012.537256 qam21
2230675000012.338256 qam22
2331475000012.538256 qam23
2432275000012.938256 qam24

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

1Locked38.61307029359
2Locked37.3-10437684721026599
3Locked37.61460766161430694
4Locked37.314450399785589
5Locked37.64815142590798
6Locked37.668371478293901
7Locked37.37440253490530
8Locked37.3638869131063
9Locked37.629363132290
10Locked37.634981222922
11Locked37.62351892221507
12Locked37.61073113820377
13Locked37.632846119918
14Locked37.621916118036
15Locked37.318075811797
16Locked37.61463098567
17Locked37.31205797577
18Locked38.61148638226
19Locked37.6975105797
20Locked37.61119155750
21Locked37.615753012859
22Locked38.61028144987
23Locked38.6419981449
24Locked38.9278031255
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gary_dexter
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Alessandro Volta
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Message 8 of 18
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Re: Wifi poor for over 6 months after previously working perfectly

Yup.

The Post RS errors in the downstream channel indicate noise on the line. It could be due to the cable (likely) or another issue altogether.

Either way you’ll need an engineer to rectify.

If they notice the cable isn’t their cable I don’t know what they will do - they might dismiss it or feed to back to the office. 


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Mina1
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Message 9 of 18
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Re: Wifi poor for over 6 months after previously working perfectly

Thank you, I will try and get this sorted
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Tudor
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Re: Wifi poor for over 6 months after previously working perfectly

ALL your downstream power levels are way too high, this is probably the root cause of your problem. Maximum is 10dBmV and all yours are above this.You need a technician’s visit to rectify, either call customer services or wait for a VM staff member to get to your post which could be a number of days. If the incoming cable has been extended it’s very unlikely to be causing this problem, additional cable length causes a drop in signal level, so not your problem. 


Tudor
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