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floquer
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Extremely & intermittent slow Broadband Speed

Good morning, I have been using Virgin M100 broadband with the Hub 3 for the last two years and have always been very happy with it. My time has come apparently! I have checked the forum for answers but could not fix my issue thus posting it here.

First of all I need to mention that in the last few months on my two laptops (personal and professional) I often had to disconnect/reconnect to the wifi as I was ‘connected with no internet’. I need to mention that I live in a bungalow and my office is literally 6m from the router with no hard wall in between. I believed there ia/was something wrong with the hub 3 but could still use internet.

Alas since Wednesday 23.12.2020 internet has been largely unusable due to the speeds having dropped most of the times to 0.1mb for both DL and UL (and yes it is mb, not gb) although at times it went back to normal which is puzzling me. 

Rather than phoning VM customer service I thought I would post as much technical info as I can here which is probably more useful to get to the bottom of this issue.

I have done speed tests both wired and wireless at various times and it sometimes went back to normal (110mb DL & 10mb UL) although does not seem to last. (It seems back up right now whereas it was 0.1mb this morning).

Following advice from the community I have checked all connections, turned the router off and on, reset to factory settings and checked the service status (‘normal’) to no avail. I am posting the BMQ data and ‘router settings’ which apparently can be useful to better understand where the issue is? (PS: for a short while today 27.12 c.10am I used my phone tethered connection with my laptop as my broadband could not even access the community pages; by night the router is turned off)

BMQ live link: https://www.thinkbroadband.com/broadband/monitoring/quality/share/c0c6da8ffce03fd162ace6e97151fe17b8...

Thanks in advance for any light you might be able to shed on this issue 😊

PS: Will post router setting underneath due to characters nr restrictions.

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floquer
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Re: Painfully slow Broadband Speed

Router settings:

 

 

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

203000000

Locked

Ranged Upstream Channel (Hz)

60300049

Locked

Provisioning State

Online

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

1.4

38

256 qam

9

2

211000000

1.2

38

256 qam

10

3

219000000

1

38

256 qam

11

4

227000000

0.7

38

256 qam

12

5

235000000

0.5

38

256 qam

13

6

243000000

0.2

38

256 qam

14

7

251000000

0

38

256 qam

15

8

259000000

-0.5

38

256 qam

16

9

267000000

-1

38

256 qam

17

10

275000000

-2.2

38

256 qam

18

11

283000000

-1.9

38

256 qam

19

12

291000000

-0.4

38

256 qam

20

13

299000000

0.4

38

256 qam

21

14

307000000

0.7

38

256 qam

22

15

315000000

1.2

40

256 qam

23

16

323000000

1

38

256 qam

24

17

331000000

1

38

256 qam

25

18

339000000

1

38

256 qam

26

19

347000000

1

38

256 qam

27

20

355000000

1

38

256 qam

28

21

363000000

1.2

40

256 qam

29

22

371000000

1

40

256 qam

30

23

379000000

0.9

38

256 qam

31

24

387000000

0.7

40

256 qam

32



Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

5

0

2

Locked

38.6

5

0

3

Locked

38.9

6

0

4

Locked

38.6

4

0

5

Locked

38.6

6

0

6

Locked

38.9

6

0

7

Locked

38.6

5

0

8

Locked

38.6

6

0

9

Locked

38.9

5

0

10

Locked

38.6

2

0

11

Locked

38.6

1

0

12

Locked

38.6

4

0

13

Locked

38.9

15

0

14

Locked

38.9

6

0

15

Locked

40.3

6

0

16

Locked

38.9

6

0

17

Locked

38.9

5

0

18

Locked

38.9

4

0

19

Locked

38.9

5

0

20

Locked

38.9

6

0

21

Locked

40.3

9

0

22

Locked

40.3

5

0

23

Locked

38.9

10

0

24

Locked

40.3

8

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300049

43.5

5120

64 qam

5

2

39399938

42.5

5120

64 qam

8

3

46200093

43

5120

64 qam

7

4

53700292

43.3

5120

64 qam

6



Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

12

0

4

ATDMA

0

0

5

0

 

Network Log

Time

Priority

Description

27/12/2020 10:34:53

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 18:41:22

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 18:40:45

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;

24/12/2020 18:40:28

notice

Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:37

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 18:36:47

notice

SW download Successful - Via Config file

24/12/2020 18:15:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 18:14:20

notice

SW Download INIT - Via Config file

24/12/2020 18:13:17

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 18:13:14

Error

Disruption during SW download - Power Failure

24/12/2020 18:02:4

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 18:01:51

notice

SW Download INIT - Via Config file

24/12/2020 18:01:39

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 18:01:35

Error

Disruption during SW download - Power Failure

24/12/2020 17:38:24

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 17:34:28

notice

SW Download INIT - Via Config file

24/12/2020 17:34:3

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

24/12/2020 17:34:2

critical

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:12:31

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:11:47

critical

DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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billbill
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Helpful Answer

Re: Painfully slow Broadband Speed

When did you setup the BMQ? as most of it is red, but could be BQM has just been setup. If so post another link from BQM later today and after an outage.

Do speed tests from the think broadband web site, it records all your results which can then easily be viewed to give a historical record.

You say issues are both wired and wi-fi. As wi-fi is a complete can of worms, please only do the tests wired, that way we can discount any wi-fi issues and just troubleshoot the issue to the router. Once this is sorted, wi-fi can be addressed separately, if it is still an issue. 

Do you have a VM junction box on the outside wall of your house? If so, do you feel comfortable to undo the connection and look for signs of corrosion or water ingress?  

Do you have any other devices connected, wired or wi-fi? (I have had no end of grief with VM BB, and I think it maybe caused by a wired access point, which worked with previous BB suppliers router, but not with VM)

Has there been any work done to the house that could have damaged the cable from the external junction box to your router? For example, sometimes a cable could be run between the carpet gripper rod and skirting board (not the best idea, but I have seen it. Then a new carpet fitted and this has damaged the cable. Similarly sometimes a cable is run under the carpet crossing a door, and overtime with people walking on it, the cable will get damaged. Seen this too!

These are just a few ideas to look for, but probably, due to the sudden loss of BB, a call to VM will be required. Please keep us updated & let us know when resolved, what the issue was.

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floquer
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Re: Painfully slow Broadband Speed

Thanks, lots of great ideas in there 🙂 I setup the BMQ on the 24th. The house was actually refurbished between march and July and the electricians and builders moved the VM cable from alongside the house to within the extension roof, so I suppose that could be a possible explanation? Next time it goes very slow, I will check the brown box junction outside. For now I will move the pc next to the router so BMQ uses the wired connection. I will do as you suggest re: speed test and post findings later on. And yes I have always had various wifi devices with no issue until few days ago. Right now both wired an wireless are back to normal. Thanks again and have a nice afternoon 🙂

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floquer
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Re: Painfully slow Broadband Speed

Sorry marked your answer as helpful although issue is not solved as have not done anything particular yet!
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billbill
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Re: Painfully slow Broadband Speed

HI,

 

glad it was marked helpful  🐵  I know VM say they should only be marked as such when a fault is resolved, but I kinda disagree, if it helps troubleshoot, then it is helpful...

anyway, as the TQB you posted was active for the whole time period displayed, it shows a big outage for you. This means the fault is between and including the router back to VM and not a fault with any of your kit.

Routers do not usually intermittently fail, so unlikely to be that (although VM may send you a new router to try) So would start by looking at the connectors as said previously, including the one on the router, as this could have been damaged during the cable re-route. Check that the centre solid copper core protrudes slightly from the outer screwy bit of the connector. Same goes for external joint. 

I don't know what kit VM carry to test cable, obviously going to be difficult to replace your internal run, I would do a continuity & insulation test on it (but I have the test kit) If VM engineer does not find an obvious fault anywhere, maybe worth asking them to run a temp cable from outside connection to your router, just chuck it in, washing-line style, though an air vent or something, so if fault persists after VM engineer visit, you can swap over to the temp cable, to prove internal cable good or bad.

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floquer
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Message 7 of 14
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Re: Painfully slow Broadband Speed

Good evening, just to let you know, I plugged the laptop on ethernet all day, and after few hours of working fine the broadband is down again. The BMQ shows 'dropped packets' c.40% morning and late afternoon which I assume is an illustration that wired or wireless makes no difference in my case and that something is amiss (btw I believe it’s all red by night when the router is turned off). Although I could complete the speed test on the thinkbroadband website in the afternoon, I cannot right now that the broadband is down again (it stops at upload test and does nothing). Since I marked this thread 'resolved' by mistake, I will start a new thread tomorrow morning with updated data and will try call VM in the afternoon, fingers crossed. Thanks again for trying to help out, good night 🙂

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Gnash
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Message 8 of 14
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Re: Painfully slow Broadband Speed

Poor internet speeds and often no internet broadband. Wired connection to router. additional devices like my Tom Tom cannot find the connection, whereas in the past it was a seamless connection. Tried a limited amount of remedies like moving the router, checking all connection. Speed is dire when it is on and should be 100Mbps, at all times of the day.
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MikeRobbo
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Message 9 of 14
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Re: Painfully slow Broadband Speed

No need to start a new thread, just change the status of the post that you marked as helpful.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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terrybarker01
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Message 10 of 14
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Re: Painfully slow Broadband Speed

Yep exactly the same issues. WIFI speeds particulary the 2Ghz is woefully slow intermittently and drops our several times a day or devices will not connect to internet (multiple devices. I have had speed down as low as 0.1mbs on a 350mbs connection. HUB 3 was so bad on range (wouldn't even get a signal in the next room) So I now use it in modem mode, however still seeing the WIFI drop outs....any ideas?

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