Broadband speed and connection

[kimwiles]

I’ve had a problem with broadband, I have the 1GB, engineer came out & replaced the hub 4. Still getting a problem with sound/ vision sync - another engineer visit, he had a monitoring device with only one green light where there should be about 20, so arranged for our wires to be changed. Wires from the road to the house were replaced, seemed to be better. Since last weekend the connection keeps dropping altogether or dropping to download speeds of something like 750 to the hub and 80MB to iPhone 12 where it’s normally around 750MB to phone called up again and was instructed to ‘pin reset’ modem and agent did something and that fixed it for all of an hour. He arranged to send a wifi booster which is arriving tomorrow. If the speed to the hub is only 750 instead of 1.1GB which it has been previously how is a wifi booster going to work? When engineer asked for wires to be replaced I imagined the wire all around the house would be replaced also. Am not under contract at the moment and seriously considering another provider - problem being only Virgin had this speed available. If I’m not getting this speed would I be better going to someone else and actually getting the speed I am paying for? 

[Adduxi]

Post the power levels, Pre and PostRS errors and network log from the Hub. Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

Also unless you have a wifi 6 router and suitable clients, you will not get full speeds from the Hub by wifi, and ethernet will not be above 940Mb in any case.

[kimwiles]

I don’t have a clue what that means - my sons are playing Xbox and say it’s lagging and it keeps disconnecting from the internet. Laptop and phones are the same & keep disconnecting. I feel that paying £111 a month for my package I should be able to leave the technical issues to the experts to investigate and resolve. Previously I set up a broadband monitor but don’t really understand what stuff means.

[jbrennand]

More detailed info on what Adduxi requested
____________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up login and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images).

Get 3 FULL sets of data from here – 2 tables from the Downstream page, 2 from the Upstream, page & also the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

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

[kimwiles]

Ok - have set up the monitor again (which I did 2 years ago before we switched to the 1GB broadband.) so will keep an eye and see if I can post that. Have logged into the hub but can’t see the pages you are referring to  -just get this page 

 

[kimwiles]

Ok so I found these things but not sure how I can copy them and not sure what info I need to block out 🤪

[newapollo · Accepted solution]

Hi @kimwiles 

From there you need to click on Advanced Settings > Tools > Network Status (Screenshot below)

Then click on the Downstream, Upstream and Networl Log tabs and copy paste the info from them as text - NOT screenshots.

network status

[newapollo]

When you copy paste the information as text the VM forum software will automatically remove the MAC address info that isn't allowed. This will be on the Network Log page and if you see an error posting that page just ignore it and click on Post again and it will go through.

To copy paste on a PC 

Select the text you want to copy and press Ctrl+C. Place your cursor into the post writing area here and press Ctrl+V.

[kimwiles]

3.0 Downstream channels

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

25	331000000	-1.8	38.6	QAM256	25
10	211000000	2	40.4	QAM256	10
11	219000000	1.7	39	QAM256	11
12	227000000	1.3	39	QAM256	12
13	235000000	1.1	39	QAM256	13
14	243000000	1	38.6	QAM256	14
15	251000000	0.4	39	QAM256	15
16	259000000	0.2	39	QAM256	16
17	267000000	0.2	39	QAM256	17
18	275000000	-0.3	39	QAM256	18
19	283000000	-0.5	39	QAM256	19
20	291000000	-0.9	38.6	QAM256	20
21	299000000	-0.8	39	QAM256	21
22	307000000	-1	38.6	QAM256	22
23	315000000	-1.2	38.6	QAM256	23
24	323000000	-1.6	38.6	QAM256	24
26	339000000	-2.1	38.6	QAM256	26
27	347000000	-2.2	38.6	QAM256	27
28	355000000	-2.9	38.6	QAM256	28
29	363000000	-2.6	38.6	QAM256	29
30	371000000	-3.5	37.6	QAM256	30
31	379000000	-3.3	38.6	QAM256	31
1	139000000	5.6	39	QAM256	1
2	147000000	5.2	40.4	QAM256	2
3	155000000	5	40.4	QAM256	3
4	163000000	4.2	39	QAM256	4
5	171000000	3.6	39	QAM256	5
6	179000000	3.1	39	QAM256	6
7	187000000	2.9	39	QAM256	7
8	195000000	2.4	38.6	QAM256	8
9	203000000	2.2	39	QAM256	9

3.0 Downstream channels

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

25	Locked	38.605377	0	0
10	Locked	40.366287	0	0
11	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
14	Locked	38.605377	0	0
15	Locked	38.983261	0	0
16	Locked	38.983261	0	0
17	Locked	38.983261	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.605377	0	0
30	Locked	37.636276	0	0
31	Locked	38.605377	0	0
1	Locked	38.983261	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	38.983261	0	0
8	Locked	38.605377	0	0
9	Locked	38.983261	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM2048

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)  

159

Locked

35

-12.5

2420064

0

[kimwiles]

• 3.0 Upstream channels

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

  1	53700000	41	5120 KSym/sec	64QAM	2
  2	39400000	39.8	5120 KSym/sec	64QAM	4
  3	46200000	40.3	5120 KSym/sec	64QAM	3
  4	60300000	42.5	5120 KSym/sec	64QAM	1

  
  
  

  3.0 Upstream channels

  Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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