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New install unreliable and slow after 1 day

I had 500m broadband installed 2 days ago, it was fine for the first day (consistently 500+ down and 50 up) but yesterday it started failing.

It appears upload is normal but download is very intermittent and drops to 5mb. Is the downstream level too low?

On the initial install we were sharing with next doors line and apparently a new line needed to be installed outside. Could this have upset the levels?

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

331000000

-2.9

37

256 qam

25

2

251000000

-1.7

37

256 qam

15

3

259000000

-2

37

256 qam

16

4

267000000

-2.2

37

256 qam

17

5

275000000

-1.9

37

256 qam

18

6

283000000

-2

37

256 qam

19

7

291000000

-2

37

256 qam

20

8

299000000

-2.2

38

256 qam

21

9

307000000

-2.5

37

256 qam

22

10

315000000

-2.5

37

256 qam

23

11

323000000

-2.7

37

256 qam

24

12

339000000

-3

37

256 qam

26

13

347000000

-3.5

37

256 qam

27

14

355000000

-3.5

37

256 qam

28

15

363000000

-3.7

37

256 qam

29

16

371000000

-3.7

37

256 qam

30

17

379000000

-4

37

256 qam

31

18

387000000

-4.5

37

256 qam

32

19

395000000

-5

37

256 qam

33

20

403000000

-5.5

37

256 qam

34

21

411000000

-5.7

37

256 qam

35

22

419000000

-6

37

256 qam

36

23

427000000

-6.2

37

256 qam

37

24

435000000

-6.2

37

256 qam

38




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.6

8

0

2

Locked

37.6

7

0

3

Locked

37.6

8

0

4

Locked

37.6

5

0

5

Locked

37.6

9

0

6

Locked

37.6

5

0

7

Locked

37.6

7

0

8

Locked

38.6

7

0

9

Locked

37.6

20

0

10

Locked

37.6

22

0

11

Locked

37.6

6

0

12

Locked

37.3

5

0

13

Locked

37.6

9

0

14

Locked

37.6

4

0

15

Locked

37.3

8

0

16

Locked

37.6

0

0

17

Locked

37.3

14

0

18

Locked

37.6

8

0

19

Locked

37.6

5

0

20

Locked

37.3

12

0

21

Locked

37.3

9

0

22

Locked

37.6

22

0

23

Locked

37.6

9

0

24

Locked

37.3

10

0

 

 

 

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53700029

4.175

5120

64 qam

10

2

39400041

4.025

5120

64 qam

12

3

46199969

4.175

5120

64 qam

11

4

60300034

4.175

5120

64 qam

9




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

4

ATDMA

0

0

0

0

 

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Message 2 of 15
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Re: New install unreliable and slow after 1 day

downstream is low - a few channels out of spec - minimum is -6 but i would not have thought that would cause the slow speeds you are seeing

post the network log and create a bqm graph and post a link

are the speeds low both wired and wifi

____________________

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Message 3 of 15
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Re: New install unreliable and slow after 1 day

Thanks for the quick reply, this is on wired straight from a laptop to the router. I've set up a BQM but I guess it'll take a bit of time to get useful data.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2aaea8616cf124b245de1ff1ac90cb391aeec7c7

 

Here's the network log

Time Priority Description

28/10/2020 08:47:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:52:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:52:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:52:23criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:50:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:50:45Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:49:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:49:11Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:47:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:47:20criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:47:13criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:45:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:45:45Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:44:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:44:6Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:42:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:18:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:17:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:17:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:17:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 4 of 15
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Re: New install unreliable and slow after 1 day

My reply seems to have been lost, still getting used to the forums and maybe marking as "helpful" means it's answered and blocks new replies.

 

Anyway thanks for the quick response, I was on a wired connection directly to the router

Here's the BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2aaea8616cf124b245de1ff1ac90cb391a...

Here's the log

 

Network Log

Time Priority Description

28/10/2020 08:47:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:52:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:52:28criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:52:23criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:50:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:50:45Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:49:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:49:11Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:47:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:47:20criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:47:13criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:45:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:45:45Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:44:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:44:6Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:42:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:18:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:17:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:17:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 01:17:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 15
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Re: New install unreliable and slow after 1 day

no idea on network log - others will comment - bqm is populating

try a test with the hub in modem mode and if thats still slow and assuming its a windows computer repeat with the pc in safe mode with networking - that gets the router side of the hub out of the way and anything on your pc

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Re: New install unreliable and slow after 1 day

Ended up resetting the router and it's back to top speed. Strange.

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Message 7 of 15
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Re: New install unreliable and slow after 1 day

Down again, thats not working for 75% of the time it's been installed. I give up and I'm cancelling, I'll live with the slow speed of ADSL until BT install fttp.

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Re: New install unreliable and slow after 1 day


@jgforrest wrote:

Down again, thats not working for 75% of the time it's been installed. I give up and I'm cancelling, I'll live with the slow speed of ADSL until BT install fttp.


Where I live they are also installing VX Fibre and City Fibre, so you might want to look out for those too. I think Lila Connect is a reseller for VX Fibre, and they are quoting £39.98 for gigabit (first year) which isn't bad, just need to see the TOS first. 

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Re: New install unreliable and slow after 1 day

Thanks, I did check out what options were available in my area and it was only Virgin. I'd heard their customer service was bad but I wasn't expecting to need to use it much, I didn't expect my service to be down 3 days out of 4.

I'll keep an eye on what else comes available. Latest update (which I'm not sure I believe as it was a recorded message and they've already blamed it on a fault in my connection, a local outage, and upgrades in this area) is they are sending an engineer out. I seem to be only able to cancel by calling them, and I'm not waiting on hold for that. I'll try in the morning when they first open.

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Message 10 of 15
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Re: New install unreliable and slow after 1 day

Good morning, 

 

I am sorry to hear that you have had some issues with your services, 

 

How are things looking since your last post? 

 

Are you still a customer of our or have you ended your contract? 

 

Kind regards,

Zak_M