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BigE0n
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Intermittent Slow Speeds in B30

My Internet is nearly unusable My download and upload speeds are from 100Mb down to 4Mb and uploads are 0.04mb to 10mb, I have checked with the neighbour who is also having issues on Virgin

Checking the online status checker on my post code indicates no service issues as does logging into my account, BUT phoning the 0800 561 0061 number reveals issues in my area!

Cant even get through on the standard support number

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MikeRobbo
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Alessandro Volta
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Message 2 of 31
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Re: Intermittent Slow Speeds in B30

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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BigE0n
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Message 3 of 31
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Re: Intermittent Slow Speeds in B30

yes i have checked the 0800 number as I indicated in my original post, and it says there is an issue, but my visits to service status state otherwise

 

 
Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz)323000000267000000275000000283000000291000000299000000307000000315000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID2417181920212223
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-0.32-0.78-0.270.060.04-0.21-0.41-0.30
RxMER (dB)38.2637.0937.3637.9438.9838.6138.6138.26
Pre RS Errors5021265324288299308972296
Post RS Errors300298297271294287971292
 
Upstream  US-1 US-2 US-3 US-4
Channel Type2.02.02.02.0
Channel ID2543
Frequency (Hz)53700000326000003940000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)45.7545.2545.7545.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
Upstream Burst  Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)
Modulation Type16QAMQPSK16QAM16QAM16QAM16QAM
Differential EncodingOFFOFFOFFOFFOFFOFF
Preamble Length36384384646464
Preamble Value Offset39666396396396
FEC Error Correction (T)0556105
FEC Codeword Information Bytes (K)1634348922086
Maximum Burst Size0004055
Guard Time Size224848222222
Last Codeword LengthFixedFixedFixedShortenedShortenedShortened
Scrambler On/OffONONONONONON
 
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BigE0n
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Message 4 of 31
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Re: Intermittent Slow Speeds in B30

i currently run in modem mode with a deco mesh, which sadly does not allow icmp pings to its dhcp so a BQM shows solid red

I have switched back to router mode and set up BQM

 

here's a ping test run from the super hub

 

PING 1.1.1.1 (1.1.1.1): 64 data bytes
Reply from 1.1.1.1: Bytes 64 Time=22.206 ms
Reply from 1.1.1.1: Bytes 64 Time=20.603 ms
Request Timed Out
Reply from 1.1.1.1: Bytes 64 Time=41.154 ms
Reply from 1.1.1.1: Bytes 64 Time=20.658 ms
Reply from 1.1.1.1: Bytes 64 Time=20.673 ms
Reply from 1.1.1.1: Bytes 64 Time=20.589 ms
Reply from 1.1.1.1: Bytes 64 Time=20.699 ms
Reply from 1.1.1.1: Bytes 64 Time=21.728 ms
Reply from 1.1.1.1: Bytes 64 Time=20.632 ms

--- 1.1.1.1 ping statistics ---
10 packets transmitted, 9 packets received, 10% packet loss
round-trip min/avg/max = 20.589/23.215/41.154 ms

 

and trace

traceroute to 1.1.1.1 (1.1.1.1), 30 hops max, 64 byte packets
1 10.53.38.253 10.000 ms 10.000 ms 10.000 ms
2 * 80.1.61.173 10.000 ms 10.000 ms
3 * * *
4 * * *
5 62.253.174.178 20.000 ms 20.000 ms 20.000 ms
6 162.158.32.254 30.000 ms 20.000 ms *
7 1.1.1.1 20.000 ms 20.000 ms 20.000 ms
Traceroute complete.

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BigE0n
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Message 5 of 31
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Re: Intermittent Slow Speeds in B30

heres the link to the live BQM

www.thinkbroadband.com/broadband/monitoring/quality/share/3c0b33441a881ff58b3333655774f6d99c4d2960
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BigE0n
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Message 6 of 31
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Re: Intermittent Slow Speeds in B30

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parsleyv
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Re: Intermittent Slow Speeds in B30

I may have the same issue. I'm getting thrown out of zoom calls, web pages randomly not loading, and Ookla says "

Upload Test Error

A socket error occurred during the upload test. A firewall could be blocking the connection or the server might be having some issues. Please try again later. "

When the internet does work my download is about 50 mbps instead of the usual 100.

I'm in B30 (Stirchley)

Virgin's 'check status' page says internet is fine, but there's a TV fault. Ringing the 0800 number says there's an internet fault and it may be fixed on 12th October.

parsleyv
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Message 8 of 31
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Re: Intermittent Slow Speeds in B30

ps is BT any more reliable than Virgin? I'm having to tether through my phone to teach lessons currently and it's giving dropouts at times, but better than the current Virgin internet.

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MikeRobbo
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Alessandro Volta
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Message 9 of 31
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Re: Intermittent Slow Speeds in B30


@parsleyv wrote:

... snip ...


If you want assistance please start your own thread.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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parsleyv
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Message 10 of 31
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Re: Intermittent Slow Speeds in B30

ahhh - ok thanks. I was thinking it'd help to put similar problems together but happy to let each thread be its own thing.

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