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Razlikh
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Broadband speeds drop to half over time

Hi, apologies for posting here I cannot seem to speak to Virgin for love or money. 

For the last year or more I have been experiencing a recurring problem with my advertised speeds dropping to 50% after a period of use. This is currently occuring with my 200MB package, which is stuck at 100MB. Speeds have been tested going directly into the router (NetGear Orbi) from the modem (Superhub 4) via the router's in-built speedtest (based on the Ookla platform). However, the problem also occurred on my previous setup (100MB speed, Archer c9 router, Virgin Superub 2 ac). In all cases I am using cat 6 cables to connect the router and modem.

Generally speaking, resetting the router and/or modem will fix this issue, but the problem inevitably reoccurs after a period of time, and is becoming incredibly annoying - I should be getting the speeds which I am paying for, and which are clearly achieveable. The speed drops can be days, hours or weeks, and I am not sure of the trigger. 

Can anyone here help (even to let me know the secret handshake necessary to actually speak with tech support!?)

Many thanks in advance!

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Borg100
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Re: Broadband speeds drop to half over time

I understand your frustration & hope you receive the help that's needed... 

MikeRobbo
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Alessandro Volta
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Message 3 of 12
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Re: Broadband speeds drop to half over time

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
MikeRobbo
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Alessandro Volta
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Message 4 of 12
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Re: Broadband speeds drop to half over time

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Razlikh
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Message 5 of 12
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Re: Broadband speeds drop to half over time

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Razlikh
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Re: Broadband speeds drop to half over time

3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11387500002.240.4QAM2561
21467500001.440.9QAM2562
31547500001.140.4QAM2563
41627500000.740.9QAM2564
51707500000.340.4QAM2565
6178750000-0.440.4QAM2566
7186750000-0.640.4QAM2567
8194750000-1.140.9QAM2568
9202750000-1.440.9QAM2569
10210750000-1.840.4QAM25610
11218750000-240.4QAM25611
12226750000-2.140.9QAM25612
13234750000-2.540.4QAM25613
14242750000-2.740.9QAM25614
15250750000-3.339QAM25615
16258750000-2.940.9QAM25616
17266750000-3.339QAM25617
18274750000-3.739QAM25618
19282750000-4.538.6QAM25619
20290750000-4.939QAM25620
21298750000-540.4QAM25621
22306750000-540.4QAM25622
23314750000-5.139QAM25623
24322750000-5.738.6QAM25624
25330750000-6.239QAM25625
26370750000-7.739QAM25626
27378750000-7.539QAM25627
28386750000-7.539QAM25628
29394750000-8.139QAM25629
30402750000-8.639QAM25630
31410750000-939QAM25631


3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.36628700
2Locked40.94620900
3Locked40.36628700
4Locked40.94620900
5Locked40.36628700
6Locked40.36628700
7Locked40.36628700
8Locked40.94620900
9Locked40.94620900
10Locked40.36628700
11Locked40.36628700
12Locked40.94620900
13Locked40.36628700
14Locked40.94620900
15Locked38.98326100
16Locked40.94620900
17Locked38.98326100
18Locked38.98326100
19Locked38.60537700
20Locked38.98326100
21Locked40.36628700
22Locked40.36628700
23Locked38.98326100
24Locked38.60537700
25Locked38.98326100
26Locked38.98326100
27Locked38.98326100
28Locked38.98326100
29Locked38.98326100
30Locked38.98326100
31Locked38.98326100



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM1024759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked31-20.211795275950
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Razlikh
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Re: Broadband speeds drop to half over time

3.0 Upstream channels

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

13260000045.35120 KSym/sec64QAM13
23940000045.85120 KSym/sec64QAM12
34620000045.85120 KSym/sec64QAM11
45370000046.35120 KSym/sec64QAM10


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0020
4US_TYPE_STDMA0000
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Razlikh
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Message 8 of 12
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Re: Broadband speeds drop to half over time

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
wrkldJKDHSUBsgvca69834ncx



Primary Downstream Service Flow

SFID
12137
Max Traffic Rate
230000061
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
11802
Max Traffic Rate
22000061
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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Razlikh
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Re: Broadband speeds drop to half over time

Network Log

Time Priority Description

Thu 05/11/2020 20:48:566DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/11/2020 21:45:184DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 05/11/2020 21:45:186DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 06/11/2020 07:21:265MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 06/11/2020 16:50:233No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 14:33:144DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 14:33:146DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 17:51:395MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 09/11/2020 21:13:596CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; 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;
Wed 11/11/2020 13:49:355MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 11/11/2020 15:20:066CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; 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;
Wed 11/11/2020 15:22:513SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 11/11/2020 15:23:146CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; 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 12/11/2020 01:41:573No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 13/11/2020 18:51:255MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 17/11/2020 18:42:464DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 17/11/2020 18:42:466DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 17/11/2020 21:35:273No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 21/11/2020 01:16:584DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 21/11/2020 01:16:586DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 24/11/2020 01:20:276SW Download INIT - Via NMS
Tue 24/11/2020 01:22:066SW download Successful - Via NMS
Tue 24/11/2020 01:24:445MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 03:51:314DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 26/11/2020 03:51:316DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 28/11/2020 21:04:164DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 28/11/2020 21:04:166DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 02/12/2020 09:04:174DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 02/12/2020 09:04:176DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 03/12/2020 14:03:103No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 05/12/2020 16:49:385MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 08/12/2020 23:12:223No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 10/12/2020 20:45:294DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 10/12/2020 20:45:296DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 11/12/2020 01:06:153No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 14/12/2020 00:53:174DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 14/12/2020 00:53:176DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 14/12/2020 04:41:213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 17/12/2020 12:53:174DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 17/12/2020 12:53:176DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1
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MikeRobbo
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Alessandro Volta
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Message 10 of 12
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Helpful Answer

Re: Broadband speeds drop to half over time

Several of your Downstream Power Levels are too low.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

 

3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11387500002.240.4QAM2561
21467500001.440.9QAM2562
31547500001.140.4QAM2563
41627500000.740.9QAM2564
51707500000.340.4QAM2565
6178750000-0.440.4QAM2566
7186750000-0.640.4QAM2567
8194750000-1.140.9QAM2568
9202750000-1.440.9QAM2569
10210750000-1.840.4QAM25610
11218750000-240.4QAM25611
12226750000-2.140.9QAM25612
13234750000-2.540.4QAM25613
14242750000-2.740.9QAM25614
15250750000-3.339QAM25615
16258750000-2.940.9QAM25616
17266750000-3.339QAM25617
18274750000-3.739QAM25618
19282750000-4.538.6QAM25619
20290750000-4.939QAM25620
21298750000-540.4QAM25621
22306750000-540.4QAM25622
23314750000-5.139QAM25623
24322750000-5.738.6QAM25624
25330750000-6.239QAM25625
26370750000-7.739QAM25626
27378750000-7.539QAM25627
28386750000-7.539QAM25628
29394750000-8.139QAM25629
30402750000-8.639QAM25630
31410750000-939QAM25631

 

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159Locked31-20.211795275950

*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.