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CSJG13
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Low speeds

So I've had no issues since my router magically fixed itself last month, however on Friday I started getting low speeds at random intervals during the day and my work laptop kept disconnecting.

I went through the improve speeds process on the site and did a factory reset on my router, this seemed to solve the problem and I averages of 200-220 Mbps all through Saturday but suddenly at around 7pm yesterday the speed tanked again for an hour, then at around midnight it tanked again but this time its not recovered.

is there something wrong with my router or connection? Is there anything else I can do on my end to fix it?

I should say these low speeds an synonymous with all my devices, phone, laptop, PC, Tv's & xbox, and on both wi-fi and ethernet connections

 

edit: adding speed test results - 10:33 20 Jul 2020 

ping:9ms DOWNLOAD Mbps:14.63   UPLOAD Mbps: 21.09

CSJG13_0-1595237627999.png

 

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Anonymous
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Message 2 of 14
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Re: Low speeds

Could you access your router using http://192.168.0.1/ . Don't log in, select the 'Check Router Status' option and paste your 'Downstream', 'Upstream', and 'Network Log' tabs?

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CSJG13
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Re: Low speeds

Hiya,

heres the downstream:

Downstream bonded channels

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

14027500001.238256 qam25
2218750000-326256 qam11
3226750000-3.233256 qam12
4234750000-437256 qam13
5242750000-337256 qam14
6250750000-3.737256 qam15
7258750000-1.938256 qam16
8266750000-1.538256 qam17
9274750000-1.738256 qam18
10282750000-0.738256 qam19
11290750000-138256 qam20
12298750000038256 qam21
13306750000038256 qam22
143147500000.238256 qam23
15322750000038256 qam24
164107500002.540256 qam26
174187500001.538256 qam27
184267500002.240256 qam28
194347500001.740256 qam29
204427500001.938256 qam30
214507500002.940256 qam31
22458750000340256 qam32
234667500003.240256 qam33
244747500003.240256 qam34



Downstream bonded channels

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

1Locked38.9263838
2Locked26.5-1353381547-879211772
3Locked33.3178422082008892
4Locked37.3221792664
5Locked37.616020785
6Locked37.612926232
7Locked38.99281161
8Locked38.9831597
9Locked38.6804874
10Locked38.6536048
11Locked38.6564420
12Locked38.9517738
13Locked38.9524854
14Locked38.6588153
15Locked38.9508763
16Locked40.3175226
17Locked38.915337
18Locked40.914794
19Locked40.313339
20Locked38.911159
21Locked40.399311
22Locked40.39608
23Locked40.38035
24Locked40.37874
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CSJG13
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Re: Low speeds

the upstream

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

1602997425.1512032 qam1
2393993935.196512016 qam4
3462002075.196512016 qam3
4537001495.196512016 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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CSJG13
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Re: Low speeds

and the network log

 

Time Priority Description

21/07/2020 09:16:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:16:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:16:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:16:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:15:59Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:15:48Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:14:39Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:14:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:13:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:13:24Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:12:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:12:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:12:31Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:12:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:12:12Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:11:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:11:9Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:10:58Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:10:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 09:10:9Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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DJ_Shadow1966
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Message 6 of 14
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Re: Low speeds

Hello

Looking at your stats your upstream power levels are out of specs as well as a high number of post RS errors on some downstream channels, one thing that can cause this is a loose connection inducing noise on the line, so please go around and make sure that all coaxial connections to all VM equipment are finger tight, once done power off hub for 30 secs and then back on. Recheck the speeds and post you downstream / upstream again.

Regards Mike

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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CSJG13
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Message 7 of 14
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Re: Low speeds

Hi Mike,

I tried that and now my router isn't connecting to the Internet at all.

 

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Anonymous
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Message 8 of 14
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Re: Low speeds

It sounds/looks like you need an engineer visit.

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CSJG13
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Message 9 of 14
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Re: Low speeds

I've managed to reconnect after a few hard resets, however t the upstream numbers remain the same

 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1326001055.1512064 qam5
2394000715.1512064 qam4
3462000725.1512064 qam3
4258000655.1512064 qam6


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Katie_WT
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Message 10 of 14
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Re: Low speeds

Hi there @CSJG13

 

Welcome back to our Community, very sorry that you've been having some speed issues and then not being able to get online at all last week. 

 

I've managed to locate your account from your forum information in order to take a closer look for you: at the time of writing, we have no known area issues listed for your region and there are currently no errors showing. 

 

It's been around 13 hours since it was last rebooted and all the signal levels are within the parameters we would expect for your package; how are things looking for you since your post? Still having speed issues? We can't see your screenshot you posted last week - what speeds are you getting on average over a wired connection?

 

I can't see any major issues with your connection to the devices, although at the time of checking there are not many devices in use! There is one device that is currently too far away from the hub so is straining with the connection but that's all we can see. 

 

If you're still having issues, please do pop back and let us know and we can check again. 

 

Cheers

 

Katie - Forum Team


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