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Connection slow and intermittent even after reboot

I am paying for 100MB Virgin broadband, but in the last couple of weeks speed has dropped to c. 10MB download and next-to-nothing upload. In addition, the connection is dropping out for a few seconds every few hours. 

I have tried rebooting everything, using a different router (Virgin hub in router mode vs. switching to modem mode and using our own router), and switching the WiFi channel. None of this has worked reliably, and I think the problem may be upstream. 

Router log (the times of the messages match the outages I experienced)

Time Priority Description

22/06/2020 09:21:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 09:21:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 09:09:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 09:09:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Connection slow and intermittent even after reboot

Power levels look good but error counts are high?
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1186750000-5.238256 qam7
2138750000-5.938256 qam1
3146750000-5.238256 qam2
4154750000-5.538256 qam3
5162750000-6.238256 qam4
6170750000-5.538256 qam5
7178750000-5.738256 qam6
8194750000-5.738256 qam8
9202750000-6.538256 qam9
10210750000-6.238256 qam10
11218750000-6.738256 qam11
12226750000-6.238256 qam12
13234750000-6.738256 qam13
14242750000-6.438256 qam14
15250750000-6.538256 qam15
16258750000-6.538256 qam16
17266750000-638256 qam17
18274750000-6.438256 qam18
19282750000-5.738256 qam19
20290750000-6.238256 qam20
21298750000-638256 qam21
22306750000-638256 qam22
23314750000-638256 qam23
24322750000-5.538256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.646790565410899
2Locked37.632601158395886
3Locked38.655109123853399
4Locked37.646033815292025
5Locked37.634613167500029
6Locked38.64058477183253
7Locked38.643319906605290
8Locked38.64384310052
9Locked37.65525013136
10Locked38.9457878049
11Locked37.65262012630
12Locked38.66916710497
13Locked38.69261119253
14Locked37.68635037397
15Locked37.65896924850
16Locked38.67242238258
17Locked38.65296511532
18Locked37.63539317625
19Locked38.6428009707
20Locked37.6273447513
21Locked38.687844720
22Locked38.6111100
23Locked38.66120
24Locked38.64140

 

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Re: Connection slow and intermittent even after reboot

And upstream: 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1603000004.725512064 qam6
2537000004.7512064 qam7
3394000004.65512064 qam9
4462000004.675512064 qam8


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Alessandro Volta
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Re: Connection slow and intermittent even after reboot

The downstream levels are too low.

Is there an attenuator fitted to the back of the hub?


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Message 5 of 10
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Re: Connection slow and intermittent even after reboot

I don't think there is an attenuator in there - just the white signal cable plugged into the back of the hub via a huge metal plug that the installer put on. 

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Re: Connection slow and intermittent even after reboot

Power levels are even lower this morning - now below -6dBm on most channels. I think the problem is clear here. 

 

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

1186750000-538256 qam7
2138750000-5.738256 qam1
3146750000-538256 qam2
4154750000-5.238256 qam3
5162750000-5.738256 qam4
6170750000-5.238256 qam5
7178750000-5.738256 qam6
8194750000-5.538256 qam8
9202750000-6.238256 qam9
10210750000-6.238256 qam10
11218750000-6.538256 qam11
12226750000-638256 qam12
13234750000-6.538256 qam13
14242750000-6.238256 qam14
15250750000-6.438256 qam15
16258750000-6.738256 qam16
17266750000-6.238256 qam17
18274750000-6.538256 qam18
19282750000-5.738256 qam19
20290750000-6.238256 qam20
21298750000-638256 qam21
22306750000-638256 qam22
23314750000-6.238256 qam23
24322750000-5.738256 qam24
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Re: Connection slow and intermittent even after reboot

You need to wait for a forum mod to get to this post now. 


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Re: Connection slow and intermittent even after reboot

Hi jMonroe


Sorry to hear you are having an issue with your connection 
Is this still happening if so, I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L
 

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Message 9 of 10
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Re: Connection slow and intermittent even after reboot

Speeds have been good (50+ MB over wifi) since the internet came back up after the Great Outage on Thursday. Downstream power levels are still low (<-6dBm on some channels) and errors seem high (error counts are since the connection came back up, so over slightly more than 24 hours). I don't know if this means that the problem is likely to recur and you need to come and investigate the power levels, or if this means we are now in the clear. 

Downstream bonded channels

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

1202750000-5.438256 qam9
2186750000-4.238256 qam7
3194750000-4.738256 qam8
4210750000-5.538256 qam10
5218750000-5.538256 qam11
6226750000-5.538256 qam12
7234750000-5.538256 qam13
8242750000-5.738256 qam14
9250750000-5.738256 qam15
10258750000-5.738256 qam16
11266750000-5.538256 qam17
12274750000-5.538256 qam18
13282750000-5.238256 qam19
14290750000-5.438256 qam20
15298750000-5.438256 qam21
16306750000-5.438256 qam22
17314750000-5.438256 qam23
18322750000-5.238256 qam24
19402750000-6.238256 qam25
20410750000-6.438256 qam26
21418750000-6.438256 qam27
22426750000-6.538256 qam28
23434750000-6.238256 qam29
24442750000-6.438256 qam30

 

Downstream bonded channels

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

1Locked38.9780874801754
2Locked38.91062932544427
3Locked38.6717652873907
4Locked38.979482974959
5Locked38.6987069249025
6Locked38.61243624735528
7Locked38.61316352647117
8Locked38.669231483513
9Locked38.636387681022
10Locked38.663898179274
11Locked38.61379771188691
12Locked38.91506829207217
13Locked38.692416462477
14Locked38.973086057494
15Locked38.654756955278
16Locked38.929862254866
17Locked38.632648058404
18Locked38.966030560273
19Locked38.630833550655
20Locked38.634374352331
21Locked38.634914453297
22Locked38.638120855377
23Locked38.637537355586
24Locked38.630586155598

 

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Re: Connection slow and intermittent even after reboot

Thanks for your update JMonroe

I can see your Downstream level;s are way out of range 

It would be best to keep the engineers appointment open for this to be fixed 

Gareth_L

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