Virgin Media Community

[Spindizzy2012]

We have been having issues intermittently with our Hub3 for some time now, including loss of either the 2.4Ghz and more often the 5Ghz channel ; slow wifi and poor download speeds.This post is about our download speeds which are quite flabby at times.

It is 200Mb connection. At worst it has been running at 20Mb and at the very best 80Mb depending on the time of day.

I have followed all of the advice available but not resolved.

So I am seeking our help folks, if you could be so good as to cast your eyes over the following data, which is all greek to me.

Many thanks

Refresh data

Network LogTime Priority Description

25/08/2021 11:40:12	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 08:22:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 08:17:37	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;
23/08/2021 08:15:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 08:15:31	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 08:15:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 08:15:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 08:15:30	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/08/2021 05:54:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/08/2021 12:00:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2021 17:24:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 11:22:4	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 08:49:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2021 12:07:25	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2021 05:24:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 08:54:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2021 17:24:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 07:24:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 05:24:16	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:07:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Refresh data

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

1	39400088	34.8	5120	64 qam	4
2	46200000	35	5120	64 qam	3
3	53700000	36	5120	64 qam	2
4	32600000	34.8	5120	64 qam	5

Upstream bonded channelsChannel 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	0	0
4	ATDMA	0	0	0	0

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	299000000	-0.5	38	256 qam	21
2	203000000	1.7	38	256 qam	9
3	211000000	1.9	38	256 qam	10
4	219000000	1.5	38	256 qam	11
5	227000000	1	38	256 qam	12
6	235000000	0.2	38	256 qam	13
7	243000000	0	38	256 qam	14
8	251000000	0.5	38	256 qam	15
9	259000000	0.5	38	256 qam	16
10	267000000	0.2	38	256 qam	17
11	275000000	0	38	256 qam	18
12	283000000	0	38	256 qam	19
13	291000000	-0.2	38	256 qam	20
14	307000000	-3.2	37	256 qam	22
15	315000000	-2.4	37	256 qam	23
16	323000000	-1.7	38	256 qam	24
17	331000000	-1.7	38	256 qam	25
18	339000000	-2.2	38	256 qam	26
19	347000000	-2.5	38	256 qam	27
20	355000000	-3	38	256 qam	28
21	363000000	-3	38	256 qam	29
22	371000000	-3	38	256 qam	30
23	379000000	-3	37	256 qam	31
24	387000000	-3.2	38	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	9	0
2	Locked	38.9	0	0
3	Locked	38.6	5	0
4	Locked	38.9	6	0
5	Locked	38.9	4	0
6	Locked	38.6	6	0
7	Locked	38.6	0	0
8	Locked	38.9	7	0
9	Locked	38.9	6	0
10	Locked	38.9	7	0
11	Locked	38.9	5	0
12	Locked	38.9	12	0
13	Locked	38.9	6	0
14	Locked	37.6	22	0
15	Locked	37.6	28	0
16	Locked	38.6	7	0
17	Locked	38.6	10	0
18	Locked	38.6	6	0
19	Locked	38.6	16	0
20	Locked	38.6	8	0
21	Locked	38.6	21	0
22	Locked	38.6	14	0
23	Locked	37.6	14	0
24	Locked	38.6	7	0

[jem101]

The figures you posted are all absolutely fine, a small cluster of errors around 8:15 on 23rd but that can easily be a one-off, the others are all infrequent and is fairly normal. The hub data only measures the status of the connection into the hub via the cable, nothing at all about the wifi or any wired devices.

So this is starting to look like it's a wifi issue rather than a connectivity thing, out of interest do you have any devices connected via ethernet cable to compare, i.e. do these drop out as well?

[Spindizzy2012]

jem 101 thank you very much for the prompt reply.

Our V6 box is connected by ethernet and an XBoxOne.

The speeds I quoted 20Mb to 80Mb are derived by connecting my laptop via ethernet to the Hub 3. Wifi speeds are roughly half on those speeds I quoted.

Does that give you the infomation you need?

Many thanks

[Megan_L]

Hiya Spindizzy2012,

Thanks for using the forums to get this issue with your broadband looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

I've already taken the time to check your services on my side and can see straight away that your downstream levels are out of spec, this will be causing your issues with slow speeds. It will also need an engineer to resolve which I will happily book for you over a PM 🙂 I'll send this over to you now so we can get it rolling! 

WIFI speeds will always be slower than Ethernet wired connections so please bear that in mind for future. If you need a fast, reliable connection for work or gaming, always use Ethernet!

Thanks,

Megan_L

[Megan_L · Accepted solution]

Hi Spindizzy2012,

Thanks for chatting with me in our PM, I have now booked an engineer for your downstream woes.

If you need to check, change or cancel the appointment, you can do so on your Online Account.

Just for future issues with your services and for any other users that are looking at this thread for help, I have a few links below that might help with general issues - 

• Our Service Checker is a good tool to use to check if there are any area outages ongoing with Broadband, TV, Landline and Mobile. It usually lets you know what is wrong and how long it's going to take for the engineers to fix (estimated time of course)
• We also have a good section for faults on our website here - Help Website - it will give you flows for diagnosing and rectifying faults on a multitude of aspects. A really good link to bookmark!  

Let us all know how you get on with the engineer 🙂

Thanks,

Megan_L