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Message 1 of 10
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New customer on 108mb and speed dropped to 15mb and below

so I’ve had virgin going for less than a month and speeds and connectivity were first rate for the first week or so, lately they have been between 5-15mb and I can barely use internet on any devices. When I do get connected it drops out constantly. 
tried to call virgin but got reverted back here. 
have done multiple resets inc factory and nothing is helping fix this issue. 
Please help 😞 

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Message 2 of 10
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Re: New customer on 108mb and speed dropped to 15mb and below

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1331000000538256 qam25
22030000008.140256 qam9
3211000000838256 qam10
42190000007.540256 qam11
52270000007.338256 qam12
6235000000738256 qam13
72430000006.938256 qam14
82510000006.538256 qam15
92590000006.538256 qam16
102670000006.138256 qam17
112750000006.340256 qam18
12283000000640256 qam19
132910000005.838256 qam20
142990000005.938256 qam21
153070000005.638256 qam22
163150000005.538256 qam23
173230000005.338256 qam24
183710000004.538256 qam26
193790000004.838256 qam27
203870000004.638256 qam28
213950000004.438256 qam29
22403000000438256 qam30
234110000004.438256 qam31
244190000004.438256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9380
2Locked40.3400
3Locked38.9150
4Locked40.3220
5Locked38.9340
6Locked38.9200
7Locked38.9240
8Locked38.9290
9Locked38.9260
10Locked38.6320
11Locked40.3250
12Locked40.3250
13Locked38.6520
14Locked38.9310
15Locked38.9260
16Locked38.9420
17Locked38.6300
18Locked38.9130
19Locked38.9510
20Locked38.9210
21Locked38.6960
22Locked38.9350
23Locked38.9370
24Locked38.9130
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Re: New customer on 108mb and speed dropped to 15mb and below

Upstream bonded channels

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

16030000050512064 qam1
23940000049.8512064 qam4
34620000049.8512064 qam3
45370000050512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0030
2ATDMA0010
3ATDMA0000
4ATDMA0000
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Re: New customer on 108mb and speed dropped to 15mb and below

General Configuration

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



Primary Downstream Service Flow

SFID290188
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID290187
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Alessandro Volta
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Message 5 of 10
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Re: New customer on 108mb and speed dropped to 15mb and below

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 'Live 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.

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

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

My Broadband Ping - Mike Robbo
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Re: New customer on 108mb and speed dropped to 15mb and below

Network Log

Time Priority Description

20/11/2020 07:52:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2020 02:56:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2020 19:20:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 07:01:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/11/2020 11:59:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2020 16:31:2criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 09:27:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 01:09:23noticeSW download Successful - Via NMS
06/11/2020 01:08:0noticeSW Download INIT - Via NMS
05/11/2020 00:38:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 15:28:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 12:38:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 13:32:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 09:23:56noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 09:23:1Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 00:38:44ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 06:41:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 20:06:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 16:19:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 7 of 10
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Re: New customer on 108mb and speed dropped to 15mb and below

MY BQM 

 

I set one up when I got the broadband going so should be my full history 

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Alessandro Volta
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Message 8 of 10
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Re: New customer on 108mb and speed dropped to 15mb and below

What is your connection like using a direct connection with a Cat 5E or better cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

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

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

My Broadband Ping - Mike Robbo
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Message 9 of 10
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Re: New customer on 108mb and speed dropped to 15mb and below

thanks Mike Robbo for such a quick reply! Really grateful for any help. 

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Message 10 of 10
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Re: New customer on 108mb and speed dropped to 15mb and below

Ok, will get this done ASAP and post back results. 

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