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uobislrt
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Intermittently but regularly awful broadband speed

We have been experiencing regular, short periods when broadband speed suddenly collapses for a few minutes. I thought it might be the household overloading the system, but I've just upgraded my connection from 50mbps to 100mbps, and I'm still experiencing regular short collapses in speed (to the point where I can't load the speedtest.net website to get a speed reading).

What could be going wrong?

I'm thoroughly fed up. It's affecting my wife and my work and the children's school.

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Andrew-G
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Message 2 of 12
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Re: Intermittently but regularly awful broadband speed

The most probable cause (although there are others) would be power level issues or noise problems on your cable connection.  If you connect the the hub, and (without logging in) click on the link for "check router status".  That'll bring up a window with five tabs - all we are interested in is the three tabs titled Downstream, Upstream, and Network log.

Copy the contents of each tab, and post here as formatted text (not images), and we'll take a look and advise accordingly.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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uobislrt
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Re: Intermittently but regularly awful broadband speed

Downstream:

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

1267000000940256 qam17
21390000009.540256 qam1
3147000000940256 qam2
41550000008.840256 qam3
5163000000940256 qam4
61710000009.140256 qam5
71790000009.340256 qam6
81870000009.540256 qam7
91950000009.540256 qam8
102030000009.640256 qam9
112110000009.540256 qam10
122190000009.540256 qam11
132270000009.640256 qam12
142350000009.540256 qam13
152430000009.140256 qam14
16251000000940256 qam15
17259000000940256 qam16
18275000000940256 qam18
19283000000940256 qam19
20291000000940256 qam20
21299000000940256 qam21
22307000000940256 qam22
233150000009.140256 qam23
243230000009.340256 qam24
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uobislrt
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Re: Intermittently but regularly awful broadband speed

Upstream:

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

1537000244.55512064 qam2
2394000244.35512064 qam4
3462000144.35512064 qam3
4603000094.55512064 qam1
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uobislrt
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Re: Intermittently but regularly awful broadband speed

Network log:

Time Priority Description

10/06/2020 13:09:21Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 13:09:21criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 06:43:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 05:52:52noticeDHCP Renew - lease parameters tftp file-Ve392c994b6cdd154.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 05:52:52ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 22:16:21ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 22:02:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 14:39:54ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/06/2020 01:55:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/06/2020 23:27:3ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 21:16:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 18:17:19noticeDHCP Renew - lease parameters tftp file-Ve392c994b6cdd154.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 18:17:19ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 13:21:57ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/05/2020 13:12:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 22:36:1ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2020 17:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 22:24:46noticeDHCP Renew - lease parameters tftp file-Ve392c994b6cdd154.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 22:24:46ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/05/2020 06:39:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Chris_W1
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Message 6 of 12
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Re: Intermittently but regularly awful broadband speed

HI uobislrt, thanks for the message, we are sorry to hear that you were experiencing issues with the connection, can you confirm if this is still the case?! Are the issues both on the wired and wireless connections? What hub are you currently using?! Chris 

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uobislrt
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Re: Intermittently but regularly awful broadband speed

Chris and Andruser,

Thank you both for your help.

Today, I have conducted some more tests, and it looks like the issue may not be with Virgin Media wifi, broadband or Hub 3.0.

The results of my tests are (using speedtest.net):

  1. Lenovo home laptop seems to consistently get 100+mbps dowload, wired or wireless
  2. My wife and I both have Microsoft Surface laptops from work. They never get more than about 50mbps, wireless
  3. My daughter's Chromebook gets 100+mbps when next to router, but only 10mbps when using the wifi extender
  4. My son's desktop, which is plugged-in to the wireless extender only gets 10mbps

So, my wife and I have contacted our work IT Service Desks to report the issue with the Surface laptops, and I have bought a TP-Link Powerline adapter to replace the current extender.

Once these issues are resolved, then we can test again.

Thanks,

Luke

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gary_dexter
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Message 8 of 12
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Re: Intermittently but regularly awful broadband speed

A booster won’t fix a poor WiFi signal just extend it further.

You need a better router or a mesh system to improve your WiFi coverage. 


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Emily_G
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Message 9 of 12
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Re: Intermittently but regularly awful broadband speed

Thank you for the information, if still experiencing issues following this we'd recommend going through our WiFi help page.

 

Let us know how this goes.

 

Thank you, Emily.

 

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uobislrt
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Message 10 of 12
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Re: Intermittently but regularly awful broadband speed

OK. There does seem to be a problem with my VM broadband.

I managed to improve my connection from my Surface Book by forcing it to connect at 5GHz. But I had further problems, and all devices were affected, those connecting to 2.4GHz as well as 5GHz.

The problem is intermittent. But when it occurs, the wi-fi is unusable - Can't even load simple web pages. Direct connecting via an ethernet cable doesn't make any difference.

I did ask my neighbours who use VM broadband. One had had no problems. The other had problems, but a replacement router fixed the issue.

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