Menu
Reply
psb69
  • 11
  • 0
  • 0
Tuning in
843 Views
Message 1 of 16
Flag for a moderator

Consistent slowness 9-5, fine evenings – opposite to everyone else!

Like many been doing much more working from home. On the M100 package. Evenings consistently 110Mbps down, during the working days am lucky to ever exceed 25Mbps (upload speeds generally still full at near 10Mbps). Not due to contention in the house, can neighbours WaH be impacting this? This problem has only been evident about 2-3weeks. 

Tags (1)
0 Kudos
Reply
jbrennand
  • 32.07K
  • 3.15K
  • 6.09K
Very Insightful Person
Very Insightful Person
830 Views
Message 2 of 16
Flag for a moderator

Re: Consistent slowness 9-5, fine evenings – opposite to everyone else!

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” (as per instructions on the TB website) when it starts to develop.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
psb69
  • 11
  • 0
  • 0
Tuning in
826 Views
Message 3 of 16
Flag for a moderator

Re: Consistent slowness 9-5, fine evenings – opposite to everyone else!

Thank you John for the helpful suggestion. I had forgotten that I had set one of those up in October last year when I was also having problems (Virgin sent new router but it didn't really change anything) and it is still running.

This is the link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/61736a77472430e5627f24bd9c2ffc0f7fbdf141

Despite working in IT I don't really know how to interpret it.

0 Kudos
Reply
jbrennand
  • 32.07K
  • 3.15K
  • 6.09K
Very Insightful Person
Very Insightful Person
817 Views
Message 4 of 16
Flag for a moderator

Re: Consistent slowness 9-5, fine evenings – opposite to everyone else!

BQM not too bad - notwithstanding a few dropped packets. So are the issues 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?

You could also post up the hub stats and see if anything jumps out
______________________________________________________

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle or top/right of the first page up and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & 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.


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
psb69
  • 11
  • 0
  • 0
Tuning in
783 Views
Message 5 of 16
Flag for a moderator

Re: Consistent slowness 9-5, fine evenings – opposite to everyone else!

Thanks again John.

Good to know that you don't see anything wrong with stats of the connection into the house.
I am using Superhub 3 in Modem Only mode (like you, looking at your footer) and it is connected to a 5th generation Apple AirPort Time Capsule.
I found I had to use the Time Capsule as the wi-fi access point because Airplay music streaming round the house wouldn't work when using SuperHub's built in wi-fi (was that your experience as well?).
I have three of the 2012 AirPort Express 2nd Generation which support AirPlay 2 and is great because I can use them with the four HomePods I have around the house for voice controlled music everywhere (and into proper hi-fi's). There are a couple of older 1st Generation Airport Express (802.11n versions: A1264) that the kids use for streaming music from their phones in their rooms.
In theory all the Airport Express units are set in "Join a wireless network" in Airport Utility but this morning I did find a rogue one of the 1st Generation ones (also connected via powerline) was in "Extend a wireless network" mode and it may have been that on that side of the house my devices were connecting to that slower AE (my AppleTV 4K certainly was and that would explain some streaming stalls I've been having.)
Hopefully as you suggest it may have been that wi-fi issue causing the issue and the timing aspect more to do with where I was in the house at different times of the day.
I'll keep testing and report back if I'm still struggling.

 

0 Kudos
Reply
psb69
  • 11
  • 0
  • 0
Tuning in
779 Views
Message 6 of 16
Flag for a moderator

Re: Consistent slowness 9-5, fine evenings – opposite to everyone else!

btw here's the hub logs if they are at all insightful:

Downstream bonded channels

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

13307500002.238256 qam25
22027500000.538256 qam9
32107500000.538256 qam10
42187500000.238256 qam11
5226750000038256 qam12
6234750000038256 qam13
7242750000038256 qam14
82507500000.238256 qam15
92587500000.538256 qam16
10266750000138256 qam17
11274750000138256 qam18
122827500001.240256 qam19
132907500001.238256 qam20
142987500001.538256 qam21
153067500001.738256 qam22
163147500001.938256 qam23
173227500002.240256 qam24
18338750000240256 qam26
193467500001.540256 qam27
203547500001.940256 qam28
21362750000240256 qam29
22370750000240256 qam30
233787500001.740256 qam31
243867500001.440256 qam32



Downstream bonded channels

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

1Locked38.6590
2Locked38.6870
3Locked38.6610
4Locked38.6620
5Locked38.6970
6Locked38.9670
7Locked38.6970
8Locked38.9950
9Locked38.9680
10Locked38.6450
11Locked38.9670
12Locked40.3730
13Locked38.9480
14Locked38.9630
15Locked38.6640
16Locked38.9670
17Locked40.3550
18Locked40.3500
19Locked40.3810
20Locked40.3660
21Locked40.3610
22Locked40.3490
23Locked40.9450
24Locked40.3390

 

Upstream bonded channels

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

12580000049.5512064 qam6
23260000449.5512064 qam5
33940000049.5512064 qam4
44620000049.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0000
3ATDMA0030
4ATDMA0020

 

 

0 Kudos
Reply
psb69
  • 11
  • 0
  • 0
Tuning in
778 Views
Message 7 of 16
Flag for a moderator

Re: Consistent slowness 9-5, fine evenings – opposite to everyone else!

And the network log:

Network Log

Time Priority Description

24/09/2021 07:39:35noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 07:38:15Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 04:55:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 04:55:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/09/2021 04:11:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 16:55:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2021 16:55:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 03:54:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 13:10:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 13:10:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2021 00:21:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2021 01:10:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2021 01:10:2ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2021 11:39:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 15:28:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 15:28:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:22:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:21:55criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:19:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 09:19:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Andrew-G
  • 10.08K
  • 1.62K
  • 4.54K
Alessandro Volta
771 Views
Message 8 of 16
Flag for a moderator
Helpful Answer

Re: Consistent slowness 9-5, fine evenings – opposite to everyone else!

There's rather too many T3 timeouts in the Upstream tables, which would tend to show up as sudden slowdowns or apparent loss of connection, and are probably showing up as those very high latency spikes on the BQM.  The downstream power levels "slope" the wrong way, although whether by sufficient to be material here I couldn't say.  I think the problem is most likely an upstream noise issue or connection fault, and that's why it appears to be an office hours problem (home working creates disproportionate loads on the area upstream for reasons I won't bore you with). 

So in my view there's something not right with that connection, but for marginal problems it can be very difficult to get VM to act if the unimpressive automated diagnostics don't pick up the fault, and even if they do, odd and intermittent faults tend to be difficult to trace, meaning that there's a mix of luck, experience and judgement required to be able to resolve, and not all field technicians have that.  Maybe forum staff can take a look remotely, and see if there's sufficient to act on - they can see more than you or I in terms of hub technical data.  If they say "looks good from our side", when the BQM and T3's show things are not, you may need to be persistent.

Zoie_P
  • 4.67K
  • 196
  • 360
Forum Team
Forum Team
727 Views
Message 9 of 16
Flag for a moderator

Re: Consistent slowness 9-5, fine evenings – opposite to everyone else!

Hi Psb69, 

Thank you for your post, I am sorry to hear you are having issues with your speed, I have managed to locate your account and checked your power levels, I can see there are some issues that require a tech, we can get this booked for you, I will pop you over a PM and we and get this sorted for you.

Zoie

0 Kudos
Reply
psb69
  • 11
  • 0
  • 0
Tuning in
721 Views
Message 10 of 16
Flag for a moderator

Re: Consistent slowness 9-5, fine evenings – opposite to everyone else!

Thank you Zoie (and the other helpful people).

0 Kudos
Reply