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Dropped from 200Mbps to 6Mbps for nearly a week now

Hi,

I have been getting broadband speeds of around 220Mbps for well over a year, but for the past week this has suddenly dropped to 6Mbps (SIX!) with upload speed of 8Mbps
My house is wired with cat6 (so no wifi involved at all).

I have rebooted my hub and router numerous times, and I also get the same resuilts with a laptop plugged in directly.

The 'Check Service Status' claims there are no issues detected

I've checked all cables are seated correctly and tight

There's nothing more I can do at this end, could I get some help from Virgin support please?

 

SuperHub status is below...

 

Upstream

  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID2345
Frequency (Hz)53700000462000003940000032600000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)41.0041.0041.0041.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts12000
T4 Timeouts0000

 

Downstream 

  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)299000000267000000275000000283000000291000000307000000315000000323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID2117181920222324
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)2.441.992.072.002.102.773.033.12
RxMER (dB)38.2637.9438.2637.9438.6138.6138.9838.98
Pre RS Errors151485123641078320908935296
Post RS Errors3032912911003312906932295

 

Network Log

First TimeLast TimePriorityError NumberDescription
14/08/2020 01:39:12 GMT14/08/2020 01:39:12 GMTError (4)68000407TOD established
14/08/2020 01:38:58 GMT14/08/2020 01:38:58 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:56 GMT14/08/2020 01:38:56 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:51 GMT14/08/2020 01:38:51 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:46 GMT14/08/2020 01:38:46 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:44 GMT14/08/2020 01:38:44 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:36 GMT14/08/2020 01:38:36 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:32 GMT14/08/2020 01:38:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:32 GMT14/08/2020 01:38:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:29 GMT14/08/2020 01:38:29 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:28 GMT14/08/2020 01:38:28 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:27 GMT14/08/2020 01:38:27 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:24 GMT14/08/2020 01:38:24 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:38:16 GMT14/08/2020 01:38:16 GMTNotice (6)84000510Downstream Locked Successfully
14/08/2020 01:38:05 GMT14/08/2020 01:38:05 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14/08/2020 01:36:50 GMT14/08/2020 01:36:50 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:36:48 GMT14/08/2020 01:36:48 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:36:40 GMT14/08/2020 01:36:40 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:36:33 GMT14/08/2020 01:36:33 GMTCritical (3)82000200No Ranging Response received - T3 time-out
14/08/2020 01:36:32 GMT14/08/2020 01:36:32 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

 

 

 

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Re: Dropped from 200Mbps to 6Mbps for nearly a week now

I don't work for VM however looking at the network log there is either an issue with your line or more likely, looking at the stats, a hardware issue.

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Re: Dropped from 200Mbps to 6Mbps for nearly a week now

Stats look ok to me for a SH2 - but Carl's correct the Logs are a mess.

I would do a Hub “pinhole reset” - disconnect any ethernet cables and with the Hub "switched on" throughout, press pin in firmly with paper clip/SIM tray tool and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise. But, make sure the 2 passwords on the Hub sticker are still there and legible first !

See if that clears it - if not report back.

It might be worth getting a free upgrade to the Hub3 as well as the SH2 is getting long in the tooth now (that said mine is still soldiering on - albeit in modem mode). 🙂

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Dropped from 200Mbps to 6Mbps for nearly a week now

TBH I would try a speed test without the router in the system.

Can you carry out a couple of speed tests at speedtest.net using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected.

Ensure that the Network Interface Card (NIC) drivers are up to date.

Then post the links to the results on here.

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

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


My Broadband Ping - 26_Aug_2020
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Re: Dropped from 200Mbps to 6Mbps for nearly a week now

Hi All

I have had an issue like this before but it was because someone disconnected my cable at the cabinmate if I were you i would find you VM cab (they usually have a load of cables sticking out of them) and check if your cable is plugged in as sometimes that is an issue also check your isolator in the wall that's been an issue before and if you have a virgin media signal amplifier check that the coaxial cable is still within the cable jacket as that's also a problem sometimes.

 

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Re: Dropped from 200Mbps to 6Mbps for nearly a week now

Thanks, the log was perhaps a bit misleading. Despite having speed issues for over a week when I posted, the previous day also coincided with my broadband going up and down regularly.

I think this is what the logs are from (and Virgin resolved this over time), but its a separate issue to the speed one
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Re: Dropped from 200Mbps to 6Mbps for nearly a week now


@jbrennand wrote:
It might be worth getting a free upgrade to the Hub3 as well as the SH2 is getting long in the tooth now (that said mine is still soldiering on - albeit in modem mode). 🙂

Are there any real advantages to the SH3 over SH2, if I'm just using it as a modem? 

I did consider it some time ago, but saw some users posting that it was pretty bad, so decided against it.

My SH2 is probably at the limit of the speed it can handle thruput-wise, but its been doing 220Mbps without problems for a good year or two which is my line max anyway

 

 

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Re: Dropped from 200Mbps to 6Mbps for nearly a week now


@MikeRobbo wrote:

TBH I would try a speed test without the router in the system.

Can you carry out a couple of speed tests at speedtest.net using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected.

I found a way to install the speedtest client on my pfsense router, and run it directly form there.

That is still reporting 200Mbps, so I now accept it is not a Virgin issue.

I'm still figuring out what could be causing it. Nothing has changed and connecting a cat5 directly into the router caps it at 6Mbps and 8Mbps upload. 

I've tried different laptops, different cables, different router ports. All I can think is that the router is having a hardware issues, which is a shame because its an enterprise model, only 2 year old and wasn't cheap 😞

I'll mark this question as closed. Thanks to everyone for the advice!

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Re: Dropped from 200Mbps to 6Mbps for nearly a week now

Thanks for keeping us update on this carpii - I'm sorry it's not something we can help with on this occasion, hopefully you can get your router fixed or replaced soon to get this sorted out. If anything else should crop up don't hesitate to let us know. 

 

Tom 

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