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bluesky161
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Very poor broadband since mid-Sept (Stockport, SK7)

Hi,

I am still having issues with my broadband connection. Very bad connections/speed, especially upload speeds (0.1-0.3Mbps).

Started mid-Sept and still not resolved. It was initially showing as Broadband service issue in the area, but was marked as 'resolved' two weeks ago. Obviously, it is not the case and service status page does not show anything.

I am not able to have decent Teams/Zoom meeting (i.e. audio only), and even emails sometimes take long time to send. Awful experience, and it does not loook professional. Have to use mobile data connection or go the office (not ideal, Covid-19, etc.) to get any meaningfull work done.

I have been with Virgin (Nynex/NTL) for 20+ years. Normally, did not have any issues, but the problems started appearing in April. But, in any case, this is the worst it has ever been.

Had a call with support last week, after multiple tries, and after usual router/connection check they said that they still have 'performance issues in the area'.

Can you please let me know what is happening, and is it still an area issue or maybe just my connection need better look at it.

ref: 350/35mps connection. Stockport, SK7 area. Wired setup, cat6, modem mode.
SH3, rebooted 1-2 days ago. Always getting pre/post errors go to thousands/millions soon after reboot. it has been the case for a while, but worse recently.

 

Many thanks

My BQM link 

 

Downstream bonded channels

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

11387500002.538256 qam1
21467500002.238256 qam2
31547500002.438256 qam3
41627500002.738256 qam4
51707500002.238256 qam5
61787500002.238256 qam6
71867500002.438256 qam7
81947500002.538256 qam8
92027500002.738256 qam9
102107500002.738256 qam10
11218750000338256 qam11
122267500003.438256 qam12
132347500003.538256 qam13
14242750000338256 qam14
152507500002.738256 qam15
162587500002.738256 qam16
172667500003.238256 qam17
182747500003.538256 qam18
192827500003.738256 qam19
202907500003.538256 qam20
212987500003.438256 qam21
223067500003.238256 qam22
233147500003.538256 qam23
243227500003.738256 qam24



Downstream bonded channels

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

1Locked38.61871897913169954
2Locked38.6146484073209787
3Locked38.67157716832933
4Locked38.664750811015760
5Locked38.65572687769498
6Locked38.95021061544208
7Locked38.64865932424152
8Locked38.64293971498983
9Locked38.62965634311974
10Locked38.6199284578104
11Locked38.9250809945102
12Locked38.93649099110499
13Locked38.9328899284206
14Locked38.9120476719682
15Locked38.938480616776
16Locked38.936012514986
17Locked38.671558530412
18Locked38.6108948443846
19Locked38.991806814520
20Locked38.65964912192
21Locked38.62830361075
22Locked38.960863474
23Locked38.9180977443
24Locked38.6439589681

 

Upstream bonded channels

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

1394000644.75512064 qam4
2461999434.725512064 qam3
3258001444.7512064 qam6
4325999124.675512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

Download speeds, since 18/9, measured every 1-2 daysDownload speeds, since 18/9, measured every 1-2 daysUpload speeds, since 18/9, measured every 1-2 daysUpload speeds, since 18/9, measured every 1-2 days

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bluesky161
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Re: Very poor broadband since mid-Sept (Stockport, SK7)

Network Log

09/10/2020 07:36:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 07:36:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 20:34:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 20:27:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 19:47:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 19:47:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 19:41:46criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 19:38:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 19:02:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 19:02:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 18:57:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 18:40:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 18:36:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 02:34:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 21:38:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 21:27:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 21:22:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 20:26:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 20:17:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 20:17:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Z92
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Re: Very poor broadband since mid-Sept (Stockport, SK7)

Can you reboot your router but turning it off using the little switch at the rear of the unit for several minutes and then turn it back on. After an hour repost your downstream bonded channels. This will clear the historic faults and give us a view of what your connection is like currently. 

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bluesky161
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Re: Very poor broadband since mid-Sept (Stockport, SK7)

I am doing that every 1-2 days recently anyway... but will do it for you today.

Thanks.

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bluesky161
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Re: Very poor broadband since mid-Sept (Stockport, SK7)

Here is downstream data 1 hour after SH3 hub reboot...

Downstream bonded channels

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

1Locked38.9368392253021
2Locked38.618451918872
3Locked38.6176021773
4Locked38.6159451517
5Locked38.9183091234
6Locked38.613290903
7Locked38.612338732
8Locked38.98228592
9Locked38.66318348
10Locked38.6455267
11Locked38.628205
12Locked38.610404
13Locked38.95669
14Locked38.94442
15Locked38.63322
16Locked38.62440
17Locked38.61850
18Locked38.61460
19Locked38.91150
20Locked38.91090
21Locked38.61030
22Locked38.9660
23Locked38.9640
24Locked38.9460

 

note: BQM graph
There is a red spike when router was rebooted (5min downtime, ~13:55).

I am not an expert, but it does not look good.

 

Thanks.

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Z92
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Message 6 of 14
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Re: Very poor broadband since mid-Sept (Stockport, SK7)

Agreed, that looks like noise is getting in somewhere and causing problems. Your levels don't look too bad though. 

I assume you have checked for issues in your local area and ensured that all connections are finger tight? 

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jbrennand
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Message 7 of 14
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Re: Very poor broadband since mid-Sept (Stockport, SK7)

Please stick to one forum with the same post - you are running it simultaneously on here and in the "Speed" forum.
You wont get it sorted any quicker and its just confusing people.

--------------------
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.
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bluesky161
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Re: Very poor broadband since mid-Sept (Stockport, SK7)

I did ask moderator to delete topic straightaway... was sent to the wrong one (this one here).

But, considering the answers are here, the other thread should be deleted.

Note: I could not see the option to delete thread/topic.


Thanks

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bluesky161
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Re: Very poor broadband since mid-Sept (Stockport, SK7)

Yes, checked everything. Nothing changed on my side.
No issues in my area. Checked website and 0800 number.
Levels have always been OK.

If it is not area issue, I think it would be virgin/ntl inside or (most likely) outside cable. They are 20+ old.
Did mention that few months ago, while having different issues, but nothing happened with that.
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jbrennand
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Re: Very poor broadband since mid-Sept (Stockport, SK7)

Ok no probs - probably jut waiting for a Mod to pick it up 🙂

FYI - you get 30' after posting to "Edit" the post - so in that time you can go in and delete all the text and replace with something like "Post removed" or similar


--------------------
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.
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