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Natalieabbott
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Intermittent speed drops

Hi

I'm getting rather frustrated with the customer service at virgin. I've been having issues with my Internet since July. Originally the Internet was intermittent and would drop every day at the same times of the day. Customer service said no issues or faults in the area, after doing some tests on the phone and engineer was booked to come out. 

A week and a half later the engineer came out. Found no issues with any of my connections. But apparently now there was a issue in the area!

Since then I've still had issues every day from 11am until around 4pm my Internet goes from 220mbs upload to just 20! And 60 through an ethernet cable. 

What is going on here!! Customer service aren't helpful at all and have sent me on to ofcom! Not helpful when I'm trying to work from home.

MikeRobbo
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Alessandro Volta
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Message 2 of 23
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Re: Intermittent speed drops

It can be difficult diagnosing problems without some basic information.

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 co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some 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. 

When the page appears DO NOT LOG IN but 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.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Natalieabbott
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Message 3 of 23
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Re: Intermittent speed drops

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Natalieabbott
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Re: Intermittent speed drops

Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000005.940256 qam1
21470000006.140256 qam2
31550000006.440256 qam3
41630000006.440256 qam4
51710000006.640256 qam5
61790000006.640256 qam6
71870000006.640256 qam7
81950000006.540256 qam8
92030000006.440256 qam9
102110000006.340256 qam10
112190000006.140256 qam11
122270000006.140256 qam12
132350000006.340256 qam13
142430000006.440256 qam14
152510000006.440256 qam15
162590000006.340256 qam16
172670000006.340256 qam17
182750000006.140256 qam18
192830000006.540256 qam19
202910000006.840256 qam20
212990000007.340256 qam21
223070000007.540256 qam22
233150000007.540256 qam23
243230000007.540256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.9697491168462
2Locked40.312482672985
3Locked40.911841760578
4Locked40.912117747870
5Locked40.912085343003
6Locked40.912704230278
7Locked40.914027631917
8Locked40.916418831222
9Locked40.316285222463
10Locked40.313633516198
11Locked40.913455512200
12Locked40.91283618056
13Locked40.31201265539
14Locked40.91096224471
15Locked40.91022323433
16Locked40.9971433302
17Locked40.9950213209
18Locked40.9900183126
19Locked40.9820303728
20Locked40.3697733674
21Locked40.3555143576
22Locked40.9425523333
23Locked40.9378352649
24Locked40.9338462394
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Natalieabbott
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Re: Intermittent speed drops

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000004.85512064 qam1
2258000004.925512064 qam4
3326000004.9512064 qam3
4394000004.875512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Natalieabbott
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Re: Intermittent speed drops

Network LogTime Priority Description
09/09/2020 14:29:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 14:28:24Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 13:36:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 12:34:14Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 12:34:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 12:32:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 12:32:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 12:26:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 08:44:27ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 07:55:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 07:49:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2020 07:17:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2020 23:52:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2020 18:29:4ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2020 17:39:14criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 14:17:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 20:49:59criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 19:37:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 19:37:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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MikeRobbo
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Alessandro Volta
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Message 7 of 23
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Re: Intermittent speed drops

You have a lot of Post RS Errors.

Can you reboot the Hub using the following method to see if the count goes to zero.

Switch the Hub off for 5 minutes using the small switch on the rear of the Hub next to the power cord.

Allow the Hub a few minutes to fully restart then check the Post RS Errors again.

Ideally they will have gone to zero and will stay at zero.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Natalieabbott
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Message 8 of 23
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Re: Intermittent speed drops

Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000005.840256 qam1
2147000000640256 qam2
31550000006.140256 qam3
41630000006.340256 qam4
51710000006.540256 qam5
61790000006.440256 qam6
71870000006.540256 qam7
81950000006.440256 qam8
9203000000640256 qam9
10211000000640256 qam10
112190000005.940256 qam11
122270000005.940256 qam12
13235000000640256 qam13
142430000006.140256 qam14
152510000006.140256 qam15
16259000000640256 qam16
172670000006.140256 qam17
18275000000640256 qam18
192830000006.440256 qam19
202910000006.640256 qam20
212990000007.140256 qam21
223070000007.440256 qam22
233150000007.540256 qam23
243230000007.540256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.336960
2Locked40.350
3Locked40.960
4Locked40.350
5Locked40.3170
6Locked40.9160
7Locked40.940
8Locked40.960
9Locked40.970
10Locked40.940
11Locked40.950
12Locked40.950
13Locked40.970
14Locked40.340
15Locked40.960
16Locked40.350
17Locked40.960
18Locked40.940
19Locked40.350
20Locked40.360
21Locked40.380
22Locked40.950
23Locked40.960
24Locked40.980


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Natalieabbott
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Message 9 of 23
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Re: Intermittent speed drops

I did what u said. Most are zero. 

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MikeRobbo
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Alessandro Volta
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Message 10 of 23
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Re: Intermittent speed drops

Looking at your >> BQM << did you do a long reboot or was it a dropout at about 15:20 ?

Channel 1 has got a large count of Pre RS Errors for some reason that I don't know of.

How has the connection been today ?

Can you do a speed test at >> speedtest.net << using an ethernet cable connected device please and post the results onto here ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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