Menu
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
187 Views
Message 1 of 11
Flag for a moderator

poor speed

Hi Guys, as much as we have a broadband speed in excess of 100mbps all our devices, both apple and android, keep switching to 4g due to 'poor broadband speed or quality' This has gone on for months now. Sometime it drops off completely over 20 times a day. Tried all the fixes recommended and installed access points and hard wired to devices. HELP!

0 Kudos
Reply
Highlighted
  • 7.11K
  • 527
  • 921
Legend
178 Views
Message 2 of 11
Flag for a moderator

Re: poor speed

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

 

Then

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
Highlighted
  • 8
  • 0
  • 0
Tuning in
104 Views
Message 3 of 11
Flag for a moderator

Re: poor speed

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
92 Views
Message 4 of 11
Flag for a moderator

Re: poor speed

Do

13310000001438256 qam25
220300000013.538256 qam9
321100000013.338256 qam10
421900000013.138256 qam11
52270000001338256 qam12
623500000012.538256 qam13
724300000012.538256 qam14
825100000012.338256 qam15
925900000012.138256 qam16
1026700000012.138256 qam17
1127500000012.538256 qam18
1228300000012.840256 qam19
1329100000012.838256 qam20
1429900000012.938256 qam21
153070000001338256 qam22
1631500000013.838256 qam23
1732300000013.938256 qam24
183390000001438256 qam26
193470000001438256 qam27
2035500000013.838256 qam28
213630000001438256 qam29
2237100000013.538256 qam30
2337900000013.538256 qam31
2438700000013.540256 qam32



Downstream bonded channels

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

1Locked38.9180
2Locked38.6330
3Locked38.9300
4Locked38.9320
5Locked38.6390
6Locked38.6240
7Locked38.6350
8Locked38.9400
9Locked38.9260
10Locked38.9310
11Locked38.9220
12Locked40.3200
13Locked38.9170
14Locked38.9390
15Locked38.6260
16Locked38.9270
17Locked38.9260
18Locked38.9300
19Locked38.9260
20Locked38.9210
21Locked38.62765
22Locked38.6230
23Locked38.9450
24Locked40.92725

wnstream

 

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
90 Views
Message 5 of 11
Flag for a moderator

Re: poor speed

Upstream bonded channels

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

1394000004.125512064 qam2
2258000004.075512064 qam4
3326000004.125512064 qam3
4461999934.275512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
87 Views
Message 6 of 11
Flag for a moderator

Re: poor speed

TimePriorityDescription01/09/2020 06:32:6noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/09/2020 06:32:6ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;31/08/2020 15:47:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;31/08/2020 02:33:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;31/08/2020 01:01:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;27/08/2020 09:43:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/08/2020 12:51:44noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/08/2020 12:51:44ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;26/08/2020 02:43:9ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;25/08/2020 22:28:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;25/08/2020 16:34:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/08/2020 16:15:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/08/2020 14:12:5noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;22/08/2020 14:12:5ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;21/08/2020 07:22:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/08/2020 16:18:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/08/2020 14:52:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/08/2020 00:38:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;18/08/2020 16:12:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;17/08/2020 17:32:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
Highlighted
  • 4.86K
  • 895
  • 1.29K
Very Insightful Person
Very Insightful Person
85 Views
Message 7 of 11
Flag for a moderator

Re: poor speed

Hello

On your downstream your power levels are well above the maximum of +10 you are going to need an engineer to resolve.

I have escalated to the VM forum team, somebody will be along in this thread to resolve it for you.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Highlighted
  • 8
  • 0
  • 0
Tuning in
63 Views
Message 8 of 11
Flag for a moderator

Re: poor speed

Thanks Mike, much appreciated.

 

Sean

0 Kudos
Reply
Highlighted
  • 2.76K
  • 209
  • 276
Forum Team
Forum Team
53 Views
Message 9 of 11
Flag for a moderator
Helpful Answer

Re: poor speed

Hey seanthesheep14,

 

I have been able to locate your account and agree with the diagnosis from DJ_Shadow1966 about your downstream power levels.

 

I have booked an engineer visit for you for tomorrow morning, you can find more details of your appointment by logging into your online account then clicking  > My Profile > Order Tracking. 

 

 

Regards

Steven_L

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Tuning in
36 Views
Message 10 of 11
Flag for a moderator

Re: poor speed

HI Guys

Still having problems especially with mobile devices. They keep switching to 4G as internet is poor quality. Did a quick speed test and it was 5.12mbps! not good on a 100mbps contract. let me know if any more info is required.

 

Thanks in advance

sean

0 Kudos
Reply