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Komap
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45Mbit on 100Mbit line. Intermittently goes to 100.

Had engineers out 3 times to fix an issue with equipment in the street box, as the internet would drop after rainy weather. Now after a year i have spotted that i get 40-45 Mbit on speed tests, wired or wifi. After a factory reset it goes to 100, but back to 45 after a day.  Sometimes it jumps to 100 on its own. Normal router restart doesnt help I am not planning on resetting a router daily, so i need a solution to this please. Any advice?

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DJ_Shadow1966
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Re: 45Mbit on 100Mbit line. Intermittently goes to 100.

Hello

Thank for joining in on the forum, we will try the best to get your issue resolved.

Can you please post your network stats from the hub
Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1
Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.
Posting the stats by copy and paste will remove all personal information so no breaches.
Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs (if they are pasted then all personal information is * out) and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.
Also please run "Check service status" at the top right of this forum and call 0800 561 0061 to check for local issues.
Also one think you can do is too signup at https://www.thinkbroadband.com/broadband/monitoring/quality and setup a broadband quality monitor which will keep an eye on you connection by sending a small amount of data to the hub asking if it still on.

Regards Mike

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Komap
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Re: 45Mbit on 100Mbit line. Intermittently goes to 100.

Hi Thanks for the request of data. I have a quality monitor set up for quite some time as this is an ongoing issue and was never permanently sorted. Here is a snapshot of an average day: 

Broadband Quality 

Router status copypaste spam: 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
53699961
Locked
Provisioning State
Online

Downstream bonded channels

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

14027500006.440256 qam0


Downstream bonded channels

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

1Locked40.355502889

524606919

 

Upstream bonded channels

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

1536999612.775512064 qam10


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
gvca69834ncxv9873254k;fg87dsf



Primary Downstream Service Flow

SFID228
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID227
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

Network Log

Time Priority Description

15/09/2020 13:24:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 12:37:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 10:59:22Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 10:31:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 10:24:18Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 10:02:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 09:32:36Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 09:24:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 04:00:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/09/2020 04:00:10ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 14:54:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 13:31:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 11:41:39Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 06:39:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 06:30:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 06:26:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 05:34:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 02:30:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 01:48:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2020 13:19:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Any help is greatly appreciated 

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DJ_Shadow1966
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Re: 45Mbit on 100Mbit line. Intermittently goes to 100.

Hello

Wow looking at your stats there is a lot of problems, only one downstream and upstream channel.

One thing you can do is check that all coaxial connections to all VM equipment are finger tight best way is too loosen the connection and then re-tighten. Then power off hub for 30 secs and then back one, if you still having problems then certainly an engineer is going to be needed.

Regards Mike

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Komap
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Re: 45Mbit on 100Mbit line. Intermittently goes to 100.

Reconnected all coax cables, powered down for 2 min. Still 45mbit max. 

Downstream bonded channels

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

1402750000440256 qam25



Downstream bonded channels

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

1Locked40.9159392

1206295

 

After restart

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MikeRobbo
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Re: 45Mbit on 100Mbit line. Intermittently goes to 100.

You can contact VM to report the problem using ...

Pre-installation & Delivery team on 08000 521 734

Activation number on 0800 953 9500 

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Komap
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Re: 45Mbit on 100Mbit line. Intermittently goes to 100.

Thanks for your input, i will probably wait for a VM agent to contact through this post for now.

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Gareth_L
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Re: 45Mbit on 100Mbit line. Intermittently goes to 100.

Hello Komap

Sorry to hear you are having an issue with your service 

I am happy to take a look at this for you

Especially what the previous engineers visits have said 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

 

 

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Gareth_L
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Re: 45Mbit on 100Mbit line. Intermittently goes to 100.

Thanks Komap for passing security 

I have had a look at  few things and the last engineer visit noted on the account was last year 

Looking a bit further at the back end system 

You only have 1 active up and down streams shpowing

I will need to book an engineer out for you 

The appointment time will be sent by Private Message 

Gareth_L

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Re: 45Mbit on 100Mbit line. Intermittently goes to 100.

Can you please let us know how the visit goes Komap 

Gareth_L

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