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Intermittent / Slow Internet

Finding this pretty frustrating, especially as Virgin Media's website just guides you to doing tests that claim everything is fine with no alternative suggested when there is a problem. For the past few days, the internet has been slow and sometimes dropping. Yesterday it completely dropped and finally started working again after resetting the hub a number of times (Superhub 3) but is still incredibly slow and intermittent. I had to use my phone to post this. The speed test was done on a computer connected via ethernet a few minutes ago. I am located in Maidstone, ME14 5RA.

My account says that I have "M200 Fibre Broadband". Speedtest.net results are:

Server: Virgin Media - Basildon
Ping: 8ms
Download: 6.92mbps
Upload: 0.06mbps

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Re: Intermittent / Slow Internet

Hello

Are you doing speedtest by wired ? If so can you do the following :-

Can you please post your network stats from the hub

Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1

Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.

Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs and we can check your power level, also while you about that can you please go around and check that all connectors to VM equipment are hand tight. Also while doing this please check for any damage to cable, or un-terminated connection without either coax or a terminator.

Regards Mike

 

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Re: Intermittent / Slow Internet

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

12990000002.738256 qam21
21470000000.737256 qam2
31550000001.738256 qam3
41630000001.938256 qam4
51710000001.537256 qam5
61790000002.234256 qam6
71870000002.233256 qam7
82030000002.240256 qam9
92110000002.738256 qam10
102190000002.940256 qam11
112270000002.238256 qam12
122350000002.238256 qam13
132430000002.538256 qam14
142510000002.739256 qam15
152590000002.238256 qam16
16267000000237256 qam17
172750000002.238256 qam18
182830000002.738256 qam19
192910000002.938256 qam20
20307000000338256 qam22
213150000003.738256 qam23
223230000004.540256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.6329331111966385
2Locked37.61551221110160506
3Locked38.21368395714870509
4Locked38.21970041827274348
5Locked37.31202863719172053
6Locked34.6899838170986764
7Locked33.1514737249745741
8Locked40.9153328453681722
9Locked38.9137976301597768
10Locked40.385944201373760
11Locked38.973458122991129
12Locked38.9110131962984074
13Locked38.6179531891177626
14Locked39.88742761211222
15Locked38.971122411808111
16Locked37.993212654810835
17Locked38.9134228844879335
18Locked38.9109720701794400
19Locked38.9124381673410090
20Locked38.9423110110863783
21Locked38.913303889207649
22Locked40.34102854418290

 

Upstream bonded channels

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

1536995904.9512064 qam10
2393995935.1512064 qam12
3461996424.9512064 qam11
4602997035.05512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Re: Intermittent / Slow Internet

Network Log

Time Priority Description

19/10/2019 11:53:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 11:53:56Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 11:54:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 11:54:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 11:58:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 11:58:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 11:59:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 11:59:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:02:15ErrorDCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:02:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:02:50Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:02:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:02:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:02:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:03:20ErrorService Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:03:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:03:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:03:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:06:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2019 12:06:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I had to post this separately as I guess I hit the character limit and it was just unhelpfully telling me to "correct the highlighted errors and try again".

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Re: Intermittent / Slow Internet

Wow your reply was so fast I was still in the middle of trying to add the hub stats! I had many problems with it reaching the character limit and having issues with the formatting, hence why it took a few minutes.

When I was trying to get it working last night, I used a few different ethernet cables and used a different port. Changing either of those things appears to make no difference. Here are the configuration details you requested:

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
dsfd;kfoA,.iyewrkldJ



Primary Downstream Service Flow

SFID8013
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID8012
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Re: Intermittent / Slow Internet

Hello

Found the problem one of your upstream power is right on the edge of maximum which is causing problems, which may also explain the number of errors on the downstream, you have a lot of noise on your line, now this could be down to somebody on the same circuit as you, I would go round and check your connectors to all VM equipment to make sure they are hand tight and no damage to cables.

If that doesn't resolve the problem then an engineer will need to look into this further, you can either call in or wait for a VM staff member picks this up.

Mike

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Re: Intermittent / Slow Internet

Hello

Nothing to do with your side of the hub changing the Ethernet cable will not affect the power levels.

Mike

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Re: Intermittent / Slow Internet

Thanks! I'll try unplugging everything again and try some other ports and cables and such. Thanks a lot for your help.

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Re: Intermittent / Slow Internet

Oh okay I must've misunderstood. I'll have to try and get hold of an engineer then. Thanks again!

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Re: Intermittent / Slow Internet

Hello

No problems there is certainly something going on a huge amount of Post RS Errors on all channels which tie in with the stats as well.

Mike

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