Intermittent drops outs and frequent poor speed

[Monkeyboy126]

Cannot get through to customer service. I WFH with my partner and both of us are experiencing frequent drop outs over Ethernet connection. Hub is in modem only mode but I’ve changed out the router and replaced all Ethernet cables, still the problem persists. Also speed is generally poor, less than 50% of expected speed and is never really steady. Recently had the hub changed out for another issue, which it did resolve but still having reliability issues. 

can someone in support please help me?

[jbrennand]

What router and wifi equipment are you using ? What VM Hub and package are you on?

Lets have a look at the Hub and connection data...
____________________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return.

If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log in
just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page.

Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

Also, if you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[fau5tz]

HUB4

My download speed are fine 900Mbps

My upload speed tested 0.001Mbps and sometimes even 0.00Mpbs (last 8 days)

3.0 Downstream channels

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

25	331000000	-0.099998	40.366287	QAM256	25
18	275000000	1.700001	40.946209	QAM256	18
19	283000000	1.299999	40.946209	QAM256	19
20	291000000	1.200001	40.366287	QAM256	20
21	299000000	1.200001	40.946209	QAM256	21
22	307000000	0.700001	40.366287	QAM256	22
23	315000000	0.299999	40.366287	QAM256	23
24	323000000	-0.099998	40.366287	QAM256	24
26	339000000	0.099998	40.946209	QAM256	26
27	347000000	0.099998	40.366287	QAM256	27
28	355000000	0.000000	40.946209	QAM256	28
29	363000000	0.099998	40.946209	QAM256	29
30	371000000	0.099998	40.946209	QAM256	30
31	379000000	0.099998	40.946209	QAM256	31
32	387000000	0.000000	40.946209	QAM256	32
33	395000000	0.299999	40.366287	QAM256	33
34	403000000	0.000000	40.366287	QAM256	34
35	411000000	0.099998	40.366287	QAM256	35
36	419000000	0.299999	40.366287	QAM256	36
37	427000000	0.200001	40.366287	QAM256	37
38	435000000	0.500000	40.366287	QAM256	38
39	443000000	0.500000	40.366287	QAM256	39
40	451000000	0.400002	40.366287	QAM256	40
41	459000000	-0.200001	40.946209	QAM256	41
42	467000000	0.099998	40.946209	QAM256	42
43	475000000	-0.500000	40.946209	QAM256	43
44	483000000	-0.500000	40.946209	QAM256	44
45	491000000	-0.799999	40.366287	QAM256	45
46	499000000	-0.799999	40.366287	QAM256	46
47	507000000	-0.900002	40.366287	QAM256	47
48	515000000	-0.799999	40.366287	QAM256	48

3.0 Upstream channels

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

1	36600000	45.520599	5120 KSym/sec	64QAM	3
2	23600000	44.520599	5120 KSym/sec	64QAM	5
3	30100000	45.020599	5120 KSym/sec	64QAM	4
4	43100000	45.520599	5120 KSym/sec	64QAM	2
5	49600000	46.020599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

Network Log

Time Priority Description

Thu Jan 1 00:01:24 1970	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 5 19:22:42 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 5 19:22:57 2022	5	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 6 17:56:12 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 7 10:36:08 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 7 12:55:07 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 41; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 7 18:34:33 2022	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 7 18:34:48 2022	6	US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 8 04:07:15 2022	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 8 12:13:10 2022	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 40; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[jbrennand]

All Hub stats look good. No obvious reasons for low upload speeds.

Lets see what the BQM is like after some more time.

I think it may need a VM person to look at your connection

[fau5tz]

Tested my other devices (phones, tables on WIFI) they seems to be fine.

PC are wire connected, i tried resetting modem, tried different DNS servers, drivers up to date it just suddenly happened. Weird

[fau5tz · Accepted solution]

Looks like fixed it - upload speed are back to 50+Mbps - done some research and followed steps from below;

https://answers.microsoft.com/en-us/windows/forum/all/very-slow-upload-speeds/248299c3-5eb5-47bb-935...

First what we will do is to enable WWAN and WLAN services, these services are essential to run the Wireless and wired connection perfectly.

- Open Services (Press Windows key + R then type in services.msc then click OK)

-Look for WLAN Autoconfig and WWAN Autoconfig> Right Click Properties and set it to automatic (If it's already set to automatic, right click then click stop then start it again)

-Restart PC and check


If the issue persists, run the following command in command Prompt (Admin). Follow the steps below to do so.

These sets of commands will reset the internet connection and re-calibrate the internet settings you have.

Press Windows Key + X.
Click on Command prompt (Admin).
Type the following commands, and hit Enter after each command:
netsh int tcp set heuristics disabled
netsh int tcp set global autotuninglevel=disabled
netsh int tcp set global rss=enabled
netsh winsock reset and press Enter
netsh int ip reset and press Enter
ipconfig /release and press Enter
ipconfig /renew and press Enter
ipconfig /flushdns and press Enter

If same issue follow the methods below:

Do clean boot:
A “clean boot” starts Windows with a minimal set of drivers and startup programs, so that you can determine whether a background program is interfering with your game or program.

- In the search box on the taskbar, type msconfig and select System Configuration from the results.

- On the Services tab of System Configuration, select Hide all Microsoft services, and then select Disable all.

- On the Startup tab of System Configuration, select Open Task Manager.

- Under Startup in Task Manager, for each startup item, select the item and then select Disable.

- Close Task Manager.

- On the Startup tab of System Configuration, select OK. When you restart the computer, it's in a clean boot environment.