on 02-07-2021 17:36
Hi. We had a new 200mb connection installed a few weeks ago with a hub 3. Until a few days ago it was fine but we have been experiencing ping times of up to 888ms and download speeds varying from 100mb to 220mb. Jitter is between 4 and 6 ms with packet loss of 0.2 to 1 percent in Speedtest via iPad. It’s the same or worse vua a connected laptop with cable direct into the hub.
Support had us reset the hub and it improved a tiny but but they said they have noted stability issues and will work on it over the next week. They also said that if the download speed is normally more than 107mb but no lower that’s within acceptable limits….wow. Really?
ping to 8.8.8.8 via the hub test ping facility is up to 30000 ms. Packet loss is 64 percent or so. The support people said they do not support this facility on the hub so they have no idea what it means! Wow…really? The trace route shows loss of packets and mega slow speed in the hop into the virgin dns server ips…. Again the support people won’t comment on it…..
all this adds up to streaming slow downs, break ups, slow browsing …like a minute to load a YouTube page etc…
Does anyone think this is something they are working on…..it feels like we have been fobbed off a bit….and now I am told to wait for a week to see if it gets resolved…if not call back to support who only say a Speedtest of over 107 mb is normal.
any advice is appreciated, thank you
on 02-07-2021 18:44
on 02-07-2021 19:25
on 02-07-2021 19:26
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | -0.4 | 40 | 256 qam | 25 |
2 | 203000000 | 1.7 | 40 | 256 qam | 9 |
3 | 211000000 | 1.7 | 40 | 256 qam | 10 |
4 | 219000000 | 1.7 | 43 | 256 qam | 11 |
5 | 227000000 | 1.2 | 40 | 256 qam | 12 |
6 | 235000000 | 0.2 | 40 | 256 qam | 13 |
7 | 243000000 | 0.2 | 40 | 256 qam | 14 |
8 | 251000000 | 0 | 40 | 256 qam | 15 |
9 | 259000000 | 0 | 40 | 256 qam | 16 |
10 | 267000000 | 0 | 40 | 256 qam | 17 |
11 | 275000000 | -0.2 | 40 | 256 qam | 18 |
12 | 283000000 | 0 | 40 | 256 qam | 19 |
13 | 291000000 | -0.2 | 40 | 256 qam | 20 |
14 | 299000000 | -0.2 | 40 | 256 qam | 21 |
15 | 307000000 | -0.2 | 40 | 256 qam | 22 |
16 | 315000000 | -0.4 | 40 | 256 qam | 23 |
17 | 323000000 | -0.5 | 40 | 256 qam | 24 |
18 | 339000000 | -0.4 | 40 | 256 qam | 26 |
19 | 347000000 | -0.7 | 40 | 256 qam | 27 |
20 | 355000000 | -1 | 40 | 256 qam | 28 |
21 | 363000000 | -1 | 40 | 256 qam | 29 |
22 | 371000000 | -1.5 | 40 | 256 qam | 30 |
23 | 379000000 | -1.4 | 40 | 256 qam | 31 |
24 | 387000000 | -1.4 | 40 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 40.9 | 23 | 0 |
2 | Locked | 40.9 | 22 | 0 |
3 | Locked | 40.3 | 9 | 0 |
4 | Locked | 43.3 | 25 | 0 |
5 | Locked | 40.9 | 21 | 0 |
6 | Locked | 40.9 | 14 | 0 |
7 | Locked | 40.3 | 9 | 0 |
8 | Locked | 40.9 | 9 | 0 |
9 | Locked | 40.3 | 9 | 0 |
10 | Locked | 40.9 | 11 | 0 |
11 | Locked | 40.3 | 12 | 0 |
12 | Locked | 40.9 | 9 | 0 |
13 | Locked | 40.9 | 18 | 0 |
14 | Locked | 40.3 | 12 | 0 |
15 | Locked | 40.9 | 23 | 0 |
16 | Locked | 40.9 | 24 | 0 |
17 | Locked | 40.9 | 26 | 0 |
18 | Locked | 40.3 | 10 | 0 |
19 | Locked | 40.9 | 11 | 0 |
20 | Locked | 40.9 | 12 | 0 |
21 | Locked | 40.9 | 9 | 0 |
22 | Locked | 40.3 | 8 | 0 |
23 | Locked | 40.9 | 23 | 0 |
24 | Locked | 40.3 | 8 | 0 |
on 02-07-2021 19:28
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800000 | 41.8 | 5120 | 32 qam | 6 |
2 | 32600000 | 41.8 | 5120 | 32 qam | 5 |
3 | 39400000 | 42.3 | 5120 | 32 qam | 4 |
4 | 46200000 | 42.3 | 5120 | 64 qam | 3 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 2 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 1 | 0 |
on 02-07-2021 19:29
Network Log
Time Priority Description
01/07/2021 20:28:29 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/07/2021 11:36:15 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/07/2021 11:36:3 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/07/2021 06:49:23 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/06/2021 16:53:0 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/06/2021 11:57:9 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
28/06/2021 12:11:2 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2021 20:56:29 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/06/2021 20:56:29 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
25/06/2021 07:50:39 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 21:28:40 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 21:28:40 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
23/06/2021 08:46:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
22/06/2021 09:15:31 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
21/06/2021 07:17:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/06/2021 07:24:19 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
20/06/2021 07:24:19 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
17/06/2021 22:52:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
16/06/2021 19:24:19 | notice | DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
on 02-07-2021 19:31
Hi. Thanks for your help. I have set up the connection Quality monitor . Hope this gives some clues as to what the problem is,…. Cheers
on 02-07-2021 19:35
on 02-07-2021 19:58
Hi. I will do the reset tomorrow…. Watching the football …. At the moment the BQM is running and it’s ok…. Can I post a link to it or do you mean post an image of the graph?
also the vm support got me to do the pin reset but did not tell me to remove wired connections….is that significant ?
I appreciate your help…..thank you
on 03-07-2021 06:51
Hi. Overnight the upstream qam has gone to 64. Ping test just now…
PING 1.1.1.1 (1.1.1.1): 64 data bytes
72 bytes from 1.1.1.1: seq=0 ttl=59 time=30.000 ms
72 bytes from 1.1.1.1: seq=1 ttl=59 time=10.000 ms
--- 1.1.1.1 ping statistics ---
3 packets transmitted, 2 packets received, 33% packet loss
round-trip min/avg/max = 10.000/20.000/30.000 ms
The broadband monitor looks ok I think…..