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M100 poor connection impacting home working

Hi there

I would be interested in hearing from anyone with tips or similar issues to help resolve ongoing dramas with connection and speeds which are causing me issues trying to work from home. I access my work's network through VPN but over the last few weeks I have had frequent periods where I loose connection. The VPN has been investigated by IS and happy that this is not an issue. I have reached a stage where I now use a cable to connect my laptop to the router and even this does not solve it and I can often find myself disconnected from meetings or outlook will drop and sure enough, the router light is flashing.

I signed up for a quality monitor but the results I see seem to differ from other examples and I am not sure what other changes I can make to improve them (most recent update in the link below).

I have followed the Virgin guides, the router was last rebooted yesterday. It is not surrounded by anything. I live less than 50 meters from the virgin cabinet. I turn off wifi devices like Alexa and disconnect phones from the network whilst I try to work. I have complained to Virgin because I can't talk to anyone right now (their call centres are closed during lockdown) but I've been told I may have to wait 28 days for a reply.

Anyone on here in a similar position and has anything worked for you? We used to be BT customers and being married to an ex-open reach engineer we always avoided virgin but we moved house and in our current area virgin are meant to offer faster speeds. Thankfully we are on a short contact and very much considering going back to BT next year.

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/ae90a13f1c8406981ccc1bb055e4e9c8b9924358-12-11-2020]My Broadband Ping[/url]

 

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Alessandro Volta
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Re: M100 poor connection impacting home working

Your >> BQM << looks odd; did you start doing something internet intensive at about 09:30 ?

Which Hub do you have ?

………………………………………………………………………..

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Message 3 of 11
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Re: M100 poor connection impacting home working

I have a Hub3. Not sure if it's worth paying for an upgrade as I have seen a fair few threads on here about the others.

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Alessandro Volta
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Re: M100 poor connection impacting home working


@MikeRobbo wrote:

Your >> BQM << looks odd; did you start doing something internet intensive at about 09:30 ?

Which Hub do you have ?

………………………………………………………………………..

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?


 

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Alessandro Volta
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Re: M100 poor connection impacting home working

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, Configuration and Network Log tabs onto here, if you get a yellow / straw box 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.

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: M100 poor connection impacting home working

Thanks Mike. 

Here are the details.

Downstream bonded channels

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

11390000008.536256 qam1
2147000000836256 qam2
31550000007.936256 qam3
41630000007.636256 qam4
51710000007.536256 qam5
61790000007.136256 qam6
71870000006.836256 qam7
81950000006.536256 qam8
92030000006.336256 qam9
102110000005.936256 qam10
112190000005.836256 qam11
122270000005.636256 qam12
132350000005.636256 qam13
142430000005.536256 qam14
152510000005.436256 qam15
16259000000536256 qam16
17267000000536256 qam17
182750000005.537256 qam18
192830000005.937256 qam19
202910000006.137256 qam20
21299000000737256 qam21
223070000008.137256 qam22
23315000000937256 qam23
243230000009.137256 qam24



Downstream bonded channels

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

1Locked36.660
2Locked36.360
3Locked36.650
4Locked36.650
5Locked36.660
6Locked36.660
7Locked36.340
8Locked36.350
9Locked36.650
10Locked36.650
11Locked36.650
12Locked36.360
13Locked36.650
14Locked36.650
15Locked36.670
16Locked36.350
17Locked36.300
18Locked37.660
19Locked37.360
20Locked37.360
21Locked37.350
22Locked37.350
23Locked37.670
24Locked37.6110
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Re: M100 poor connection impacting home working

Upstream bonded channels

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

13260000043.5512032 qam11
23940000043.5512032 qam8
34620000043.8512064 qam7
42579992243512016 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

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Re: M100 poor connection impacting home working

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057+voc-b.cm



Primary Downstream Service Flow

SFID234638
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID234637
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

17/11/2020 10:51:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 10:22:33noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 11:31:13noticeSW download Successful - Via Config file
14/11/2020 11:28:40noticeSW Download INIT - Via Config file
13/11/2020 22:53:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 13:48:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 11:12:36noticeSW download Successful - Via Config file
10/11/2020 11:10:16noticeSW Download INIT - Via Config file
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 10:32:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 12:33:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 10:13:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/11/2020 03:21:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 07:33:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:10:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:05:56criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:03:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:03:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:03:33criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Re: M100 poor connection impacting home working

The first things that jumps out are the Upstream Modulations, you have ...

one at 64 QAM,

two at 32 QAM,

one at 16 QAM.

They should all be at 64 QAM.

Try a reboot using this exact method, it may or may not work but worth trying ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

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

13260000043.5512032 qam11
23940000043.5512032 qam8
34620000043.8512064 qam7
42579992243512016 qam12

 

***********************************************************************************************************************************

Mike Robinson
Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020

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Re: M100 poor connection impacting home working

Thanks for this. This has moved 2 of the modulations to 64, so now I have 3 at 64 and 1 at 16. Worth another re-boot to try to get number 4 onto 64? Or wait and see. Speed test is currently the best I've ever seen it at 108mbps download but only 1.4mbps upload.

 

Upstream bonded channels

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

13260000043.5512064 qam11
23940000043.5512064 qam8
34620000043.8512064 qam7
42580002943512016 qam12
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