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Receiving very poor speeds

Hi, I've tried calling a few times, but after 30 minutes waiting each time I gave up.

My internet package is M100, so 100Mbps, sometimes I get 110 - 120, fantastic, but now, the majority of the time it rarely exceed 30 and between 4pm and 11pm it's usually around 2mbps.

I have reset the hub around 4 times, I have changed to a new wifi access point, I have tried hard wired to the Superhub, I have run the online 'test' half a dozen times, I have fast.com and speedtest.net.

Nothing seems to improve it.

Latency is even worse, regularly being between 400 and 900ms on online gaming.

I can confirm no other devices are using the internet, as I turn them off to ensure no interference, as I wanted to eliminate that possibility.

The online test says my connection is absolutely fantastic, hint, it's not.

Any advice? I'm due to leave in March and give BT's offering a try as the speed has been a rollercoaster with VM for a few months now and as someone that relies on the internet for home working, it's driving me nuts, thanks.

Here is my BQM, as you can see, the maximum latency is all over the place... It's horrific.

bopbep_0-1605101110155.png

 

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Alessandro Volta
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Re: Receiving very poor 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 your district. Be aware that it isn't a manned line.

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

++++++++++++++++++++++

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

Disable any VPNs that you have running.

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
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: Receiving very poor speeds

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: Receiving very poor speeds

The service status page says no known fault, the phone number identified none either, the connections to the router are tightly secured. Here is the live link for the BQM.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a8365222d7415148ce382bdecde4a884a...

Upstream bonded channels

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

1461999933.75512064 qam1
2258000003.6512064 qam4
3325999813.75512064 qam3
4393999883.75512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
dJKDHSUBsgvca69834ncxv9873254



Primary Downstream Service Flow

SFID5392
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID5391
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
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Re: Receiving very poor speeds

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 6.3 38 256 qam 25
2 203000000 6.3 38 256 qam 9
3 211000000 6 38 256 qam 10
4 219000000 6 38 256 qam 11
5 227000000 5.6 38 256 qam 12
6 235000000 5 38 256 qam 13
7 243000000 4.1 38 256 qam 14
8 251000000 4.3 38 256 qam 15
9 259000000 4.8 38 256 qam 16
10 267000000 5.1 38 256 qam 17
11 275000000 5.5 38 256 qam 18
12 283000000 6.4 38 256 qam 19
13 291000000 6.4 38 256 qam 20
14 299000000 6.5 38 256 qam 21
15 307000000 6.3 38 256 qam 22
16 315000000 6.1 38 256 qam 23
17 323000000 6.1 38 256 qam 24
18 339000000 6.3 38 256 qam 26
19 347000000 6 38 256 qam 27
20 355000000 5.8 38 256 qam 28
21 363000000 5.8 38 256 qam 29
22 371000000 5.5 38 256 qam 30
23 379000000 4.6 38 256 qam 31
24 387000000 3.9 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 4 0
2 Locked 38.9 5 0
3 Locked 38.9 0 0
4 Locked 38.9 4 0
5 Locked 38.6 5 0
6 Locked 38.9 5 0
7 Locked 38.9 0 0
8 Locked 38.6 0 0
9 Locked 38.6 5 0
10 Locked 38.6 5 0
11 Locked 38.9 4 0
12 Locked 38.9 5 0
13 Locked 38.6 5 0
14 Locked 38.9 5 0
15 Locked 38.6 5 0
16 Locked 38.9 6 0
17 Locked 38.6 5 0
18 Locked 38.9 5 0
19 Locked 38.6 5 0
20 Locked 38.6 5 0
21 Locked 38.6 4 0
22 Locked 38.6 4 0
23 Locked 38.9 7 0
24 Locked 38.9 0 0
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Re: Receiving very poor speeds

Network Log

Time Priority Description

11/11/2020 13:06:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 13:06:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/11/2020 04:51:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 18:23:33noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 18:23:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/11/2020 11:31:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:14:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 16:13:50Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 18:01:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 18:01:10Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 12:48:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 12:43:10noticeSW download Successful - Via Config file
06/11/2020 12:40:55noticeSW Download INIT - Via Config file
05/11/2020 08:16:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:43:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:43:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:13:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:13:12criticalReceived 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 00:13:5criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 00:11:45criticalNo 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 13
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Re: Receiving very poor speeds

Your Hub data is all within spec.

Your >> BQM << isn't very good.

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

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.

 

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

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 8 of 13
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Re: Receiving very poor speeds

Thanks - I left it unplugged for 30 minutes, just to make sure it really had plenty of time, it's back on now and my speed is still ~20-25mbps so that sadly hasn't improved anything.

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Message 9 of 13
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Re: Receiving very poor speeds

Looking at my BQM again, it seems I have packet loss starting around 6pm until midnight, latency all over the place.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a8365222d7415148ce382bdecde4a884a...

Anyone from VM able to take a look?

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Message 10 of 13
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Re: Can't contact support

It's interesting you should say this, I made a thread yesterday with all of the details they need because my speed regularly drops to < 30mbps, not one reply from Virgin Media, no phone support available either, yet your post is lacking in detail and they're here asking for more information, only to probably ignore it, shame really.

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