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Coop67
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Message 1 of 15
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Neighbour using all the juice🤷🏻

hi. Neighbours across the street were connected to Virgin two days before Christmas. We’re the only two houses in the street using Virgin.

Since they were connected my own connection is really bad. Slow, everything times out, having to restart my router etc.

I suspect they are channeling all the ‘goodness’ to them as they are new customers (I’ve been with them 18 months). 

Anyone else experienced this? If so, any solutions?

Thanks

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MikeRobbo
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Alessandro Volta
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Message 2 of 15
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Re: Neighbour using all the juice🤷🏻

Firstly you have to provide evidence that your internet is not meeting contracted speeds.

Which Hub do you have ?

What is your contracted speed ?

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

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
MikeRobbo
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Alessandro Volta
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Message 3 of 15
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Re: Neighbour using all the juice🤷🏻

If possible 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.

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Live 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
MikeRobbo
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Alessandro Volta
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Message 4 of 15
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Re: Neighbour using all the juice🤷🏻

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 Advanced Settings > Tools > Network 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Coop67
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Re: Neighbour using all the juice🤷🏻

DOWNSTREAM:

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

1267000000-0.438256 qam17
2275000000-0.438256 qam18
3283000000-0.538256 qam19
4291000000-0.538256 qam20
5299000000-0.537256 qam21
6307000000-1.238256 qam22
7315000000-1.237256 qam23
8323000000-137256 qam24
9331000000-138256 qam25
10339000000-137256 qam26
11347000000-137256 qam27
12355000000-138256 qam28
13363000000-138256 qam29
14371000000-0.738256 qam30
15379000000-0.938256 qam31
16387000000-138256 qam32
17395000000-138256 qam33
18403000000-138256 qam34
19411000000-138256 qam35
20419000000-0.938256 qam36
21427000000-0.738256 qam37
22435000000-138256 qam38
23443000000-138256 qam39
24451000000-1.438256 qam40



Downstream bonded channels

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

1Locked38.680
2Locked38.970
3Locked38.950
4Locked38.670
5Locked37.350
6Locked38.690
7Locked37.680
8Locked37.670
9Locked38.640
10Locked37.690
11Locked37.660
12Locked38.660
13Locked38.930
14Locked38.950
15Locked38.680
16Locked38.660
17Locked38.960
18Locked38.9110
19Locked38.9120
20Locked38.960
21Locked38.980
22Locked38.650
23Locked38.990
24Locked38.900

 

UPSTREAM:

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

13940000043.3512064 qam9
25370000043.3512064 qam5
34620000043.3512064 qam6
43260000043512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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

SFID314266
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID314265
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

 

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Coop67
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Message 6 of 15
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Re: Neighbour using all the juice🤷🏻

NETWORK LOG:

TimePriorityDescription30/12/2020 14:26:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;29/12/2020 06:42:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/12/2020 07:35:36ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/12/2020 14:07:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;23/12/2020 02:42:48ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/12/2020 05:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;20/12/2020 00:51:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2020 11:10:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2020 00:59:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;12/12/2020 00:19:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;08/12/2020 12:59:6ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/12/2020 14:39:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;05/12/2020 00:59:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/12/2020 19:21:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/12/2020 18:16:5ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 13:18:55ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 13:18:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:01:0ErrorToD request sent- No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;01/01/1970 00:02:1Warning!ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;28/11/2020 00:50:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Coop67
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Message 7 of 15
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Re: Neighbour using all the juice🤷🏻

Thanks, 3 separate speed checks this morning:

40Mbps

9Mbps

16Mbps

Contracted at 100Mbps!

 

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Coop67
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Message 8 of 15
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Re: Neighbour using all the juice🤷🏻

...using the HUB 3.0

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Coop67
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Message 9 of 15
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Re: Neighbour using all the juice🤷🏻

 

My BQM 

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jem101
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Message 10 of 15
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Re: Neighbour using all the juice🤷🏻

The BQM will take a while to populate and show anything useful, but the stats you have posted are nigh on perfect - there’s absolutely no evidence there of any connectivity issue beyond the Hub itself.

So, important question, what are you using to test the speed and how is it connected? Via WiFi or direct Ethernet cable. If the former, the you need to test over a cabled connected to rule out a localised WiFi problem (and the Hub 3 is not regarded as having a stellar WiFi performance anyway).