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vikardomilos
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Packet Loss and Very Slow Speeds

Since Friday afternoon I've had terrible internet in Hackney London. M100 with an Ethernet cable. 

Consistent packet loss makes playing games and streaming impossible and the general speed is less than 1/10th to what I usually get. 

I've tried all the usual suspects such as a new wire, factory resetting my SuperHub 3, trying wifi instead, modem mode, simply waiting over the weekend... Nothing has worked and I'm still getting consistent packet loss and terribly slow speeds.

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MikeRobbo
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Alessandro Volta
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Re: Packet Loss and Very Slow Speeds

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

 

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 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.

 

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

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.
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vikardomilos
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Message 3 of 9
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Re: Packet Loss and Very Slow Speeds

Hi, I've already tightened the co-ax connections in my apartment. They're not the issue. Also the service status and the unmanned phone line both say there are no faults in my area. 

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/0730164dcbf087b0c8ea74393548e679836ffbbb

 

And my router status: 

 

Downstream bonded channels

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

13310000001.438256 qam25
22030000002.237256 qam9
3211000000137256 qam10
42190000000.425256 qam11
52270000000.925256 qam12
62350000000.937256 qam13
72430000000.537256 qam14
82510000001.538256 qam15
92590000001.738256 qam16
102670000002.438256 qam17
112750000002.738256 qam18
122830000003.538256 qam19
13291000000338256 qam20
142990000002.738256 qam21
15307000000238256 qam22
163150000001.538256 qam23
173230000000.538256 qam24
183390000002.538256 qam26
193470000003.738256 qam27
203550000003.738256 qam28
213630000003.538256 qam29
223710000003.538256 qam30
233790000003.238256 qam31
24387000000338256 qam32



Downstream bonded channels

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

1Locked38.62080
2Locked37.319743
3Locked37.349820
4Locked25.2279760691238225550
5Locked25.83112917001332397626
6Locked37.35300
7Locked37.65076
8Locked38.96636
9Locked38.67900
10Locked38.63815
11Locked38.61490
12Locked38.61073
13Locked38.9690
14Locked38.9710
15Locked38.9830
16Locked38.6900
17Locked38.91310
18Locked38.91171
19Locked38.6950
20Locked38.91130
21Locked38.91010
22Locked38.91670
23Locked38.6136724485
24Locked38.9131444
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vikardomilos
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Re: Packet Loss and Very Slow Speeds

upstream 

 

Upstream bonded channels

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

1394000004.725512064 qam4
2462000784.675512064 qam3
3325998414.775512064 qam5
4258001194.6512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

 

Network Log

Time Priority Description

31/08/2020 14:16:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:15:30Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:14:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:14:41Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:14:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:14:40Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:14:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:14:3Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:13:55Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:13:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:13:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:13:5Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:13:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:12:59Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:12:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:12:46Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:12:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:12:27Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:12:17Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 14:12:16Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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vikardomilos
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Message 5 of 9
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Re: Packet Loss and Very Slow Speeds

Bump for hopefully more input. It's unacceptable how low my speeds are and how bad my packet loss is as it's been over a week and I work from home.

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MikeRobbo
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Alessandro Volta
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Helpful Answer

Re: Packet Loss and Very Slow Speeds

Your >> BQM << is showing area / external lines problems and in my opinion needs a VM input to get things fixed.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
vikardomilos
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Re: Packet Loss and Very Slow Speeds

Thanks for the assist at any rate, I'm sure VM are pretty busy with corona and general internet usage being really high. I just wish they could more easily pick up faults like this, I had to call several times before they saw something was wrong. 

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Tom_F
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Re: Packet Loss and Very Slow Speeds

Hi vikardomilos, thanks for getting in touch.

 

Sorry to hear about the problems you're having with your connection. I'd like to help get things sorted, but was unable to do so using your forum details alone on this occasion - so I'll get in touch via PM instead and hope to hear back from you soon. 

 

Tom 

 

 

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Tom_F
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Re: Packet Loss and Very Slow Speeds

Thanks for getting back to me vikardomilos, I'm glad to hear a tech-visit has already been arranged. Please keep us posted with the outcome of that, or let us know if there's anything else we can help with in the meantime.

 

Tom 

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