Really slow speeds for 3 months and unable to speak to anyone

[Alexandramunro]

I am getting download speed average of 25mbps....and I am going round in circles with automated BOTS and Links on the website and non have resolved the problem so now I am completely stuck - any suggestions?

1. We pay for 100mbps
2. I am using a wired link but still poor speeds
3. I have run multiple wifi checks, we have a booster and wifi status is reported as good in all rooms
4.The hub is in a good open space not blocked by anything
5. The cable in to the is secure
6. I have completed all re boots and re starts multliple times
7. Download is on average 25mbps every day as we check it, upload seems fine at average of 10mbps
8. I have tested my connections on the virigin website and there are no issues coming into the house but it fails to connect to the hub so I get stuck and am unable to proceed past this page and book an engineer
9. HELP!!!!!

[Andrew-G · Accepted solution]

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

[Ashleigh_C]

Hi there @Alexandramuno

Thank you so much for your post and welcome back to the forums! 

I'm so sorry to hear you are facing these issues and a big thank you to @Andrew-G for their help and guidance on this so far.

Are you able to provide the Hub logs as per the instructions provided by Andrew-G?

Thank you. 

[Alexandramunro]

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

1	330750000	5	40	256 qam	25
2	266750000	4.5	40	256 qam	17
3	274750000	4.5	38	256 qam	18
4	282750000	4.6	38	256 qam	19
5	290750000	4.6	40	256 qam	20
6	298750000	5	38	256 qam	21
7	306750000	5.3	40	256 qam	22
8	314750000	4.9	40	256 qam	23
9	322750000	4.9	40	256 qam	24
10	338750000	4.5	40	256 qam	26
11	346750000	5.4	40	256 qam	27
12	354750000	5.5	40	256 qam	28
13	362750000	4.9	38	256 qam	29
14	370750000	4.4	40	256 qam	30
15	378750000	4.5	38	256 qam	31
16	386750000	4.6	40	256 qam	32
17	394750000	4.8	40	256 qam	33
18	402750000	5	40	256 qam	34
19	410750000	5	40	256 qam	35
20	418750000	4.9	40	256 qam	36
21	426750000	5.6	40	256 qam	37
22	434750000	5.6	40	256 qam	38
23	442750000	5.4	40	256 qam	39
24	450750000	5.3	38	256 qam	40

Downstream bonded channels

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

1	Locked	40.3	1879	25
2	Locked	40.9	1101	37
3	Locked	38.9	1047	31
4	Locked	38.9	986	30
5	Locked	40.9	928	28
6	Locked	38.9	1036	31
7	Locked	40.3	665	28
8	Locked	40.3	1340	25
9	Locked	40.3	1773	27
10	Locked	40.3	2834	29
11	Locked	40.3	1219	28
12	Locked	40.3	1433	23
13	Locked	38.9	3397	16
14	Locked	40.3	6177	15
15	Locked	38.9	6921	25
16	Locked	40.3	4522	18
17	Locked	40.3	4684	12
18	Locked	40.3	3842	13
19	Locked	40.3	4264	14
20	Locked	40.3	4372	12
21	Locked	40.9	2137	18
22	Locked	40.3	2109	12
23	Locked	40.3	2570	11
24	Locked	38.9	3188	12

[Alexandramunro]

Upstream bonded channels

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

1	60300000	41.5	5120	64 qam	1
2	39400000	41.5	5120	64 qam	4
3	46200000	41.5	5120	64 qam	3
4	53700000	41.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	18	0
2	ATDMA	0	0	22	0
3	ATDMA	0	0	20	0
4	ATDMA	0	0	31	0

[Alexandramunro]

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 41.5 5120 64 qam 1
2 39400000 41.5 5120 64 qam 4
3 46200000 41.5 5120 64 qam 3
4 53700000 41.5 5120 64 qam 2


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 18 0
2 ATDMA 0 0 22 0
3 ATDMA 0 0 20 0
4 ATDMA 0 0 31 0

[Alexandramunro]

Time Priority Description
17/01/2022 14:14:38 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2022 14:13:10 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 20:14:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 10:39:15 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 10:39:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2022 18:38:43 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 22:39:15 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2022 22:39:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2022 05:30:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2022 10:39:15 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2022 10:39:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2022 11:42:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 15:40:33 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 00:18:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 22:39:15 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2022 22:39:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 13:03:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 10:39:15 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 10:39:15 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/12/2021 00:24:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

A lot of errors and timeouts, but those are counted since the last restart, which could be minutes or months.  Roughly speaking, what's the hub's run time since last restart?  If not sure this info is visible somewhere under the hub's Admin settings.

[Alexandramunro]

Not sure I have copied them all the right way? so tried a few different variations 😉 hoping you can find a reason for the issues - thanks so much to you both thus far...

 

[Alexandramunro]

Is it system up time? Its says 2 days and 23 hours