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mikemacuk
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High ping, drop outs, slow down speeds on 500mb line

Hi, I'm in area code 20. I'm having major issues with constant drop outs. This is with a wired connection and WiFi. About 10 times a day the Internet connection just fails. It's even done it while writing this post! 

I am paying a high monthly fee for a 500mb line. I'm also getting very erratic ping response times, and greatly varying down stream speeds ranging from 30mb to 180mb, no where near 500mb.

I have tried the following :-

Full reboot of all devices

Changing ethernet cables 

Changing super hub 3 into modem mode and using a different router 

My wife and I are trying to work from home and the constant drop outs, and network spikes in speed is proving a big problem. 

 

Virgin, please can you help?? 

 

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C_Butcher86
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Re: High ping, drop outs, slow down speeds on 500mb line

Hi,

I can take a look at this for you, please send me a PM (info below) with you account number and area ref and I can look in to this for you.

Thanks, Chris





To PM just hover over my profile picture and click Send Message when the option comes up. Please don't post any of the info I've asked for in this thread as it's public

Here to help! I'm a technician helping out whilst working from home. Find out more


mikemacuk
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Re: High ping, drop outs, slow down speeds on 500mb line

OK, so a new super hub 3 was sent out, which was great so thanks for that @C_Butcher86.

After hooking it up it applied a software update, then rebooted, all good.

Once ready I ran another speed test and the download speed is now hovering around the 500mb mark as expected, all good.

BUT, I still seem to be getting ethernet drop outs, and the router requires rebooting to fix it. AND,my latency is still much higher than it should be (around 40ms)

I thought I would try it in Modem Mode, and use my own router, but the option in the Hub settings is missing. It was there in the previous hub menu. After some research it seems when you get a new hub, the IP range assigned to it is both IPv4 and IPv6? Apparently I need to contact Virgin to ask you to switch IPv6 off, then a reboot of the hub should enable the Modem Mode again. Can someone please help with this?

This is still affecting our ability to work from home, I'm unfortunately I'm going to be forced into switching providers if this cant be resolved soon, all this messing around is simply unacceptable, especially when I pay a large amount a month for whats supposed to be the best Internet provider. 

Im going to post my router logs in the next post.....

PLEASE HELP 😞

 

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mikemacuk
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Re: High ping, drop outs, slow down speeds on 500mb line

Here are my current logs, can anyone see anything untoward??

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1402750000-3.740256 qam25
2202750000-0.540256 qam9
3210750000-0.740256 qam10
4218750000-0.740256 qam11
5226750000-140256 qam12
6234750000-1.240256 qam13
7242750000-1.540256 qam14
8250750000-1.740256 qam15
9258750000-1.940256 qam16
10266750000-1.940256 qam17
11274750000-240256 qam18
12282750000-1.940256 qam19
13290750000-240256 qam20
14298750000-240256 qam21
15306750000-240256 qam22
16314750000-2.240256 qam23
17322750000-2.240256 qam24
18410750000-438256 qam26
19418750000-3.740256 qam27
20426750000-440256 qam28
21434750000-4.238256 qam29
22442750000-438256 qam30
23450750000-4.538256 qam31
24458750000-4.538256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.3190
2Locked40.360
3Locked40.940
4Locked40.370
5Locked40.980
6Locked40.360
7Locked40.350
8Locked40.980
9Locked40.960
10Locked40.360
11Locked40.980
12Locked40.390
13Locked40.3140
14Locked40.3270
15Locked40.9230
16Locked40.3230
17Locked40.3180
18Locked38.650
19Locked40.380
20Locked40.3140
21Locked38.9130
22Locked38.990
23Locked38.990
24Locked38.9230

 

------------------------------

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1603000004.875512064 qam1
2394000004.9512064 qam4
3537000004.95512064 qam2
4462000004.925512064 qam3



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

 

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mikemacuk
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Re: High ping, drop outs, slow down speeds on 500mb line

Just had another Internet drop out, here is the network log.

Network Log

Time Priority Description

27/04/2020 07:43:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:42:32noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:42:9criticalReceived 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;
27/04/2020 07:38:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:37:9criticalReceived 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;
27/04/2020 07:35:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:35:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:35:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:35:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 07:34:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:22:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:21:28criticalReceived 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;
27/04/2020 05:17:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:17:10criticalReceived 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;
27/04/2020 05:15:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:14:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:14:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 05:14:45Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 04:31:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/04/2020 04:30:5criticalReceived 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;
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