Menu
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
1,285 Views
Message 1 of 14
Flag for a moderator

Download speed issues

Hi all

I hope someone can help as I'm experiencing some issues regarding my Hub3 on a 100Mbps contract.  I've been using this hub for many months now and it's been absolutely fine, however recently a number of pieces of equipment (e.g. computers and mobiles over wifi and SkyQ box via ethernet) have been downloading very slowly in the evenings.  Earlier in the day is fine. 

Now for the confusing bit:  I've tested our download speed using numerous online speed tests.  All report good speeds in the morning. But, all but one (Speedtest.net) then report an evening download speed of 1-2 Mbps - consistent with the inability to watch films on our Sky box (or at least waiting for ages for them to download, which was not a problem in the past).  In contrast, Speedtest reports 100 Mbps BUT only using the server that it automatically connects to.  If I manually choose a different server (eg Virgin Media in London) and rerun the test, then they ALL report 1-2 Mbps.

I've spoken to Virgin's people via telephone and they insist all is OK because Speedtest reports 100 Mbps.  However, they did suggest a Hub reset which didn't help at all.  They wont book an engineer as 'nothing is wrong with the equipment', so I've only been allowed to make a complaint.

There IS something wrong!  How can multiple connected devices all show the same poor download speeds and only one speed test show what I am actually paying for (of course this happens to be the test recommended by Virgin!).

Any suggests on this will be very welcome as I'm at my wits end over this and about to cancel my contract.  Thanks!!

 

0 Kudos
Reply
Highlighted
  • 6.53K
  • 491
  • 861
Legend
1,282 Views
Message 2 of 14
Flag for a moderator
Helpful Answer

Re: Download speed issues

Have you checked the 'Check Service Status' at the top of the page?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may not be affecting the area. Be aware that it isn't a manned 

......................................................................................................................................

Firstly 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 Hub, it will take a few hours to get any kind of trend showing.

Post a link to your BQM on here.

then

Type 192.168.0.1 (192.168.100.1 in Modem mode ) into your browser URL bar and press enter.  When the page appears DO NOT LOG IN but click ‘Check Router Status’. Copy and paste the contents of each tab onto here, a Guru will be along soon to decipher the info.

......................................................................................................................................

The only reliable way to test speeds is to use a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other items connected.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
Highlighted
  • 9
  • 0
  • 0
Tuning in
1,278 Views
Message 3 of 14
Flag for a moderator

Re: Download speed issues

Thanks - will try all of that
0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
1,224 Views
Message 4 of 14
Flag for a moderator

Re: Download speed issues

BQM:  https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ea34ce60f6b423d0c6fdc8d7ee04ed837...

Cable Modem Status

Item Status Comments

Acquired Downstream Channel (Hz)
483000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online
 

 

Downstream bonded channels

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

1483000000-0.238256 qam32
22030000005.538256 qam9
32110000005.638256 qam10
42190000005.138256 qam11
52270000004.638256 qam12
62350000004.338256 qam13
72430000004.438256 qam14
82510000003.938256 qam15
92590000003.237256 qam16
102670000002.237256 qam17
112750000002.537256 qam18
122830000003.538256 qam19
132910000004.138256 qam20
142990000004.338256 qam21
153070000004.338256 qam22
163150000004.138256 qam23
173230000004.338256 qam24
184270000002.538256 qam25
194350000002.238256 qam26
204430000002.238256 qam27
214510000002.238256 qam28
22459000000138256 qam29
234670000000.238256 qam30
24475000000-0.238256 qam31

 

Downstream bonded channels

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

1Locked38.937320
2Locked38.9520
3Locked38.9350
4Locked38.9560
5Locked38.6840
6Locked38.6950
7Locked38.61160
8Locked38.91630
9Locked37.62230
10Locked37.62870
11Locked37.32900
12Locked38.63520
13Locked38.64300
14Locked38.65790
15Locked38.65900
16Locked38.95660
17Locked38.66720
18Locked38.918060
19Locked38.920090
20Locked38.921190
21Locked38.627530
22Locked38.939100
23Locked38.647850
24Locked38.649810
 
Upstream bonded channels
 
Channel      Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000004.35512064 qam1
2258000004.25512064 qam4
3394000004.3512064 qam2
4326000004.275512064 qam3


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

continued below .......

0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
1,222 Views
Message 5 of 14
Flag for a moderator

Re: Download speed issues

Router status continued due to message size limitation     General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsl10016u-b.cm


Primary Downstream Service Flow
SFID61712
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID61711
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
 
Network LogTime Priority Description
28/02/2020 05:37:20ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 13:22:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 13:23:5ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 13:23:7ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 19:56:52criticalTFTP file complete - but failed Message Integrity check MIC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:45Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 20:56:37criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 21:30:18Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 21:32:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:49Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/02/2020 22:06:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2020 00:01:40noticeSW Download INIT - Via Config file
29/02/2020 00:03:54noticeSW download Successful - Via Config file
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2020 18:11:53criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/02/2020 18:11:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Highlighted
  • 6.53K
  • 491
  • 861
Legend
1,219 Views
Message 6 of 14
Flag for a moderator

Re: Download speed issues

I can see on your BQM that there are a lot of Dropped Packets, you will be as well lraving it running through the quiet hours then one of the Gurus will be able to tie it all together.

***********************************************************************************************************************************

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
Highlighted
  • 9
  • 0
  • 0
Tuning in
1,145 Views
Message 7 of 14
Flag for a moderator

Re: Download speed issues

Not an expert on these graphs but it does look a bit odd to me after looking at some other examples.  Perhaps a guru could comment??

The BQM is still running ......

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ea34ce60f6b423d0c6fdc8d7ee04ed8378e5745.png

0 Kudos
Reply
Highlighted
  • 1.35K
  • 91
  • 131
Forum Team
Forum Team
1,135 Views
Message 8 of 14
Flag for a moderator
Helpful Answer

Re: Download speed issues

Hi AndyBann,

 

Sorry to hear that you're not receiving your expected speeds.

 

From having a look at the back end of your services, I can see that all your power levels seem to be within all the expected parameters. Although, I have noticed some abnormalities within the past 7 days. The BQM graph does also show a few noticeable issues.

 

I have arranged for a tech to come out as this does seem quite unusual. You can check your appointment time via your My Virgin Media account and rearrange if need be.

 

Kind regards,

Beth

 

 

 

0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
1,047 Views
Message 9 of 14
Flag for a moderator

Re: Download speed issues

Having had the engineer attend - he agreed there was a problem - the following day the issues were resolved and we were getting constant download speeds around 100 Mbps. Now the problems are back we are back to below 5Mbps in the evening (now 7,30pm) but this time it is variable. It will be very low for most of the time, then fast for a minute or two, then very slow again. NOT HAPPY!!!!!!!
0 Kudos
Reply
Highlighted
  • 9
  • 0
  • 0
Tuning in
1,046 Views
Message 10 of 14
Flag for a moderator

Re: Download speed issues

Having had the engineer attend - he agreed there was a problem - the following day the issues were resolved and we were getting constant download speeds around 100Mbps.  However, now we are again getting very slow speeds (about 2-4Mbps) in the evenings (it's now 7.30pm) for most of the time, then it jumps up to about 100 for a minute or two, and then back to very slow.  NOT HAPPY AT ALL !!!!

0 Kudos
Reply