1gb Not getting the speed i paid for , with huge vairations in speed from 30mb to 700mb

[jwbull]

I have had this issue from the start of my contract. I had much the same when I had the 200mb but virgin were able to resolve that. I have has a large number of calls with "tech support" and they can find the issue and engineer comes out fiddles with the line and the box changes a few thing says they you go all is better and for an hour it is once he has gone with in 30-60 mins the line is back to the same variations. A previous ticket requested details from the router with I will include below.

Thinkbroad band QOS display

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

3.0 Downstream channels

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

25	331000000	-2.599998	38.983261	QAM256	25
1	139000000	3.299999	40.946209	QAM256	1
2	147000000	3.099998	40.366287	QAM256	2
3	155000000	3.000000	40.946209	QAM256	3
4	163000000	2.400002	40.366287	QAM256	4
5	171000000	2.099998	40.366287	QAM256	5
6	179000000	1.500000	40.366287	QAM256	6
7	187000000	1.000000	40.366287	QAM256	7
8	195000000	0.900002	40.366287	QAM256	8
9	203000000	0.500000	40.366287	QAM256	9
10	211000000	0.599998	40.366287	QAM256	10
11	219000000	0.799999	40.366287	QAM256	11
12	227000000	0.900002	40.366287	QAM256	12
13	235000000	0.599998	40.366287	QAM256	13
14	243000000	0.200001	40.366287	QAM256	14
15	251000000	0.000000	38.983261	QAM256	15
16	259000000	0.000000	40.366287	QAM256	16
17	267000000	-0.599998	38.983261	QAM256	17
18	275000000	-0.799999	40.366287	QAM256	18
19	283000000	-1.200001	40.366287	QAM256	19
20	291000000	-1.099998	38.983261	QAM256	20
21	299000000	-1.099998	40.366287	QAM256	21
22	307000000	-1.599998	38.983261	QAM256	22
23	315000000	-2.000000	38.983261	QAM256	23
24	323000000	-2.599998	38.983261	QAM256	24
26	339000000	-2.400002	40.366287	QAM256	26
27	347000000	-1.900002	40.366287	QAM256	27
28	355000000	-2.299999	40.366287	QAM256	28
29	363000000	-2.000000	38.983261	QAM256	29
30	371000000	-2.500000	38.605377	QAM256	30
31	379000000	-2.700001	38.983261	QAM256	31

3.0 Downstream channels

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

25	Locked	38.983261	0	0
1	Locked	40.946209	0	0
2	Locked	40.366287	0	0
3	Locked	40.946209	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	38.983261	0	0
16	Locked	40.366287	0	0
17	Locked	38.983261	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	38.983261	0	0
21	Locked	40.366287	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	38.983261	0	0
30	Locked	38.605377	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

ChannelChannel Width (MHz)FFT TypeNumber of Active SubcarriersModulation (Active Profile)First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

392

3.1 Downstream channels

Channel IDLock StatusRxMER Data (dB)PLC Power (dBmV)Correcteds (Active Profile)Uncorrectables (Active Profile)

33

Locked

42

-1.5

390338109

0

[jwbull]

3.0 Upstream channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

1	32600000	41.020599	5120 KSym/sec	64QAM	5
2	39400000	41.270599	5120 KSym/sec	64QAM	4
3	46200000	41.770599	5120 KSym/sec	64QAM	3
4	53700000	42.770599	5120 KSym/sec	64QAM	2

3.0 Upstream channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076-b.cm

Primary Downstream Service Flow

SFID	75178
Max Traffic Rate	1230000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	75177
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

Network Log

TimePriorityDescription

Fri Jun 17 08:18:09 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:18:11 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:18:27 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:18:29 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:18:42 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 15; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:18:55 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:19:00 2022	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:19:01 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:19:15 2022	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:19:17 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=0;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:22:10 2022	3	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:22:10 2022	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:22:19 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:23:10 2022	3	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:23:10 2022	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:23:20 2022	3	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:23:20 2022	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:23:39 2022	3	Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:23:39 2022	3	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 17 08:24:26 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 20 10:27:56 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jun 24 19:43:40 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 26 15:18:38 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jun 27 22:12:53 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Tue Jun 28 16:39:08 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jun 29 19:39:59 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 1 11:49:29 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:21 1970	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 4 11:54:49 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 4 11:55:00 2022	5	RCS Partial Service;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Mon Jul 4 11:55:36 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:21 1970	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon Jul 4 11:58:24 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 6 11:53:51 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Thu Jul 7 08:01:24 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 8 09:20:52 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Fri Jul 8 09:21:02 2022	5	RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 8 09:21:18 2022	6	CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 05:05:05 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Sun Jul 10 22:04:54 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Wed Jul 13 14:59:29 2022	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Fri Jul 15 06:17:42 2022	3	No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Speedtest-cli output these are good sometimes I am seeing 0 up and 0.1 down, this is meant to be a 1gbit line

Tue Jul 19 10:40:11 AM BST 2022
50179
Download: 327.97 Mbit/s
Upload: 43.04 Mbit/s

[jbrennand]

What are the issues, and are they only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens?

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[newapollo]

@jwbull 

I can see that you have set up a BQM in your first post, however it isn't working as it's all red so it's not recording. My BQM was sometimes red but a reboot fixed that.

I notice you've upgraded from M200 to Gig1 so you will have received a new hub, hence your ip address will have changed too. 

Please check that you have the correct IP address for the BQM monitor, just in case you are using a BQM  that was previously set up when you had the M200. If that's the case you will need to set up a new BQM.

You can check your current ip address here ->  https://whatismyipaddress.com/ 

[jwbull]

Hi Newapollo,

This BQM was just set up so the IP address should be correct, I have just checked and it is right.

The router is in modem mode, not sure if that could be a reason for the all-red graph? The router was restarted yesterday and we are still seeing all red.

Joe

[jwbull]

This is a Hub 5, a new one as the first was replaced to try and resolve the issue. the lights on the router are no different throughout the day.

The issue is on ethernet and wifi, I understand that the wifi will not see the same speeds as the wired connection ie 900mb but both wifi and cable confirm the drop in speed to 20-700mb (huge variation)

The BQM has been set up but is showing 100% packet loss

[jwbull]

Interestingly my IP address hasnt changed in over a year even with the move from 200mb to 1gb

[newapollo]

---

@jwbull wrote:

The router is in modem mode, not sure if that could be a reason for the all-red graph?

---

Hi again Joe,

The modem may not be accepting pings from ThinkBroadband and needs the settings changing. Some help below from ThinkBroadband.

https://www.thinkbroadband.com/faq/broadband-quality-monitor#router 

[jwbull]

David , your right it isnt , I have the router in modem mode and a UDM behind but cant find how to allow icmp reply on the UDM 

[Adri_G]

Hello jwbull, thanks for posting here on our forum page.

We are sorry to see you have been experiencing issues with your speeds on the hub 5.
As per our minimum speed guarantee and our policy we would need to monitor your speeds for 30 days when your hub does fall below 500MB. 
In case we find a fault we can either rectify this or give you the right to exit.

Have you had the time to speak with our team about this issue over the phone or text services since your last post to troubleshoot this?
Let us know and we will be happy to assist.