Menu
Reply
ItsKeenanDavies
  • 2
  • 0
  • 0
Joining in
339 Views
Message 1 of 5
Flag for a moderator

Download speeds low and games/streams stuttering and lagging.

C2AC0A34-4F18-4782-A62F-B457BADA0966.png

23CC557B-CC28-47B8-9648-63C5FC376453.png

4B44CDB7-ED75-4AAF-AD8F-006D69974558.png

So I’ve been monitoring my speeds over the last week after talking to one of the admins on Twitter they asked me to make a post here so as you can see by the photos... everything is explained there.

 

long story short, over the last year my family has been paying for the top package in our area (Llanelli, Wales, SA15) which is 500 mbps super fibre. The first week of install we were getting around 450.. perfect right? Well as time when on and more devices were connected we’ve seemed to settle at 47 mbps over WiFi but games occasionally lag and streams buffer and on a wired connection we get 40 mbps but the connection is more stable... I’ve tinkered with all sorts of settings and nothing seems to work. Finally I would like to add that last week and right this moment as I’m trying. I’ll getting 300 ping on my games and around 15 mbps on a wired connection. We have 15 total devices connected... 12 WiFi and 3 wired through a 1200 mbps power-line adapter. any info I have missed will probably be in the pictures of the conversation I’ve had with the admin as mention above. Either my speeds have been capped like this for a year now or there’s an obvious fault likely to be the router. It’s not often I complain or write things like this but when you’re paying £40 a month for 500 mbps speeds and you’re reviving a tenth of that for the same price it becomes an issue. If I wanted low speeds I could have gone elsewhere and saved a whole lot of money...

 

Any and all help or insight would be appreciated.

Keenan

0 Kudos
Reply
Andrew-G
  • 8.15K
  • 1.36K
  • 3.69K
Very Insightful Person
Very Insightful Person
331 Views
Message 2 of 5
Flag for a moderator

Re: Download speeds low and games/streams stuttering and lagging.

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  All we need is the contents of the three titled Downstream, Upstream, Network log, but you have to paste the data as text (screenshots, well, they just don't cut it).

Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
ItsKeenanDavies
  • 2
  • 0
  • 0
Joining in
327 Views
Message 3 of 5
Flag for a moderator

Re: Download speeds low and games/streams stuttering and lagging.

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 0.2 37 256 qam 9
2 211000000 0.2 37 256 qam 10
3 219000000 0.2 37 256 qam 11
4 227000000 0 37 256 qam 12
5 235000000 0 37 256 qam 13
6 243000000 -0.5 37 256 qam 14
7 251000000 -0.5 37 256 qam 15
8 259000000 -0.7 37 256 qam 16
9 267000000 -1 37 256 qam 17
10 275000000 -1 37 256 qam 18
11 283000000 -1 37 256 qam 19
12 291000000 -1 37 256 qam 20
13 299000000 -0.9 37 256 qam 21
14 307000000 -1.2 37 256 qam 22
15 315000000 -0.9 37 256 qam 23
16 323000000 -0.9 37 256 qam 24
17 331000000 -1 37 256 qam 25
18 371000000 -0.7 37 256 qam 26
19 379000000 -0.7 37 256 qam 27
20 387000000 -1 37 256 qam 28
21 395000000 -1 37 256 qam 29
22 403000000 -1 37 256 qam 30
23 411000000 -1.5 37 256 qam 31
24 419000000 -1.2 37 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 25 0
2 Locked 37.3 27 0
3 Locked 37.6 32 0
4 Locked 37.6 58 0
5 Locked 37.3 33 0
6 Locked 37.3 83 0
7 Locked 37.3 88 0
8 Locked 37.6 91 0
9 Locked 37.6 223 0
10 Locked 37.6 90 0
11 Locked 37.6 86 0
12 Locked 37.3 92 0
13 Locked 37.3 115 0
14 Locked 37.6 99 0
15 Locked 37.3 87 0
16 Locked 37.6 82 0
17 Locked 37.3 203 0
18 Locked 37.6 59 0
19 Locked 37.3 81 0
20 Locked 37.6 111 0
21 Locked 37.3 105 0
22 Locked 37.3 90 0
23 Locked 37.6 561 0
24 Locked 37.6 89 0

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32599971 38.3 5120 64 qam 5
2 39400000 38 5120 32 qam 4
3 46200000 37.8 5120 32 qam 3
4 53700000 37.8 5120 32 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 7 0
2 ATDMA 0 0 16 0
3 ATDMA 0 0 14 0
4 ATDMA 0 0 13 0

 

Network Log
Time Priority Description
17/12/2020 07:25:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/12/2020 03:18:19 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 18:31:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:33:19 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:32:53 critical Received 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;
14/12/2020 15:32:45 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:32:40 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:32:40 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:32:39 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:19:34 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:19:34 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:19:28 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:19:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:19:24 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:19:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:19:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:18:51 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:18:50 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:18:50 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/12/2020 15:18:46 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
Andrew-G
  • 8.15K
  • 1.36K
  • 3.69K
Very Insightful Person
Very Insightful Person
284 Views
Message 4 of 5
Flag for a moderator
Helpful Answer

Re: Download speeds low and games/streams stuttering and lagging.

Your hub's upstream connection is a mess, with inconsistent modulation and far too many T3 errors.  That's leading to channel loss and disconnection because the hub uses its upstream to stay synchronised with VM's network gear.  I've flagged that for a staff response, they can advise on next steps to get that fixed - most likely a technician visit will be needed.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Emma_C
  • 8.28K
  • 512
  • 561
Forum Team
Forum Team
270 Views
Message 5 of 5
Flag for a moderator

Re: Download speeds low and games/streams stuttering and lagging.

Hi ItsKeenanDavies, 

Thanks for your post and welcome to our community. 

 

I am really sorry for the issues that you've been having recently but thanks for posting like our Twitter team advised so we can take a closer look. 

I have tried locating the account from here but have been unable to do so, so I'm going to pop you a personal message asking for some further details and we'll see what needs to be done. 

I look forward to hearing back from you soon. 

 

Emma_C - Forum Team