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H1037593
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Recurring Slow Speed

For months now I have been experiencing regular periods of very slow speed broadband (less than 8mbps download on a M100). These periods happen at different times of the day, with no warning and mean that video calls drop out and streaming crashes. If the issues sometimes resolve themselves after 5-10 mins but when the don’t they can be sorted by rebooting my router. 

I’ve tried moving my router and resetting it but the problems continue to occur. I’ve tried contacting Virgin by phone but they just reboot the rooter remotely and it solves the immediate issue but they just reoccur. Virgin’s customer services team don’t seem interested in helping solve the problem properly, probably due to the fact that Virgin are the only provider of cable broadband on our street so they have a monopoly and don’t care about solving my issue as I’m likely to stay anyway. 

Does anyone have any ideas of how I could solve these problems please?

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Andrew-G
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Re: Recurring Slow Speed

VM's telephone support, is....erm... "not the best".  However, we can take a look for you.

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.  If that finds nothing, we'll move on to other tests and tools.

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H1037593
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Re: Recurring Slow Speed

Thanks. 

Downstream =

Downstream bonded channels

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

14982500002.740256 qam12
24102500002.740256 qam1
34182500002.940256 qam2
44262500003.240256 qam3
54342500003.240256 qam4
64422500003.240256 qam5
74502500003.240256 qam6
84582500002.940256 qam7
94662500002.740256 qam8
104742500002.540256 qam9
114822500002.740256 qam10
124902500002.740256 qam11
135062500002.240256 qam13
14514250000240256 qam14
15522250000238256 qam15
165302500002.240256 qam16
175382500002.540256 qam17
185462500002.540256 qam18
195542500002.740256 qam19
205622500002.740256 qam20
215702500002.940256 qam21
225782500002.440256 qam22
235862500002.440256 qam23
245942500002.240256 qam24



Downstream bonded channels

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

1Locked40.31460
2Locked40.32390
3Locked40.32110
4Locked40.31970
5Locked40.35400
6Locked40.34220
7Locked40.32090
8Locked40.32660
9Locked40.32420
10Locked40.32250
11Locked40.32870
12Locked40.32480
13Locked40.33570
14Locked40.35370
15Locked38.93760
16Locked40.36660
17Locked40.31740
18Locked40.32180
19Locked40.33010
20Locked40.32290
21Locked40.32140
22Locked40.32470
23Locked40.32910
24Locked40.33100
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H1037593
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Re: Recurring Slow Speed

Upstream =

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

14620000042.5512064 qam1
23940008442.5512064 qam2
32580001942512064 qam4
43260000042.3512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00250
2ATDMA0070
3ATDMA00230
4ATDMA0070
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Re: Recurring Slow Speed

Network log =

Time Priority Description

19/04/2021 20:07:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:56:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/04/2021 19:05:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 02:37:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 15:52:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 14:37:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 09:54:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 02:37:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 14:00:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/04/2021 14:37:0ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 19:31:48criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 07:35:50noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/04/2021 05:25:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 02:37:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2021 18:32:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2021 14:37:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/03/2021 11:19:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2021 02:37:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2021 14:03:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2021 10:30:55ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Message 6 of 20
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Re: Recurring Slow Speed

Looks to me like a bad upstream problem (that affects the downstream connection quality for reasons I won't bore you with), because although all power and noise data is good, the upstream data shows very poor performance for T3 timeouts across all four channels.  I'll flag for a staff response, there's a good chance this will need a technician visit, and if that's the case they can arrange it for you.

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Zak_M
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Re: Recurring Slow Speed

Good morning @H1037593 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issue with your broadband. 

 

I have taken a look over the account and can see that you do have an issue with your upstream.  We do need to book an engineer visit, however at the moment there is an outage for some planned changes, It will be resolved today at 15:00.  If the issues dose still persist after this time please do reach out to us and we will get the engineer booked in for you. 

 

Kind regards,

Zak_M

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H1037593
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Re: Recurring Slow Speed

Thanks @Zak_M

The problems have persisted so please could you book in an engineer visit to sort the problem? 

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Sofia_B
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Re: Recurring Slow Speed

Thanks for coming back to us @H1037593

 

Sorry to hear the issue persists, after looking into this I can see there is still an known utilisation issue affecting the service. This has been raised under fault reference F008896596 and currently has an estimated fix time of 31/08/21. This may cause intermittent service, apologies about that.

 

I can see the Hub hasn't been rebooted in 28 days, are you able to do this now so I get an updated view of your upstream levels? 

 

Thanks, 

Sofia
Forum Team



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Message 10 of 20
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Re: Recurring Slow Speed

Thanks @Sofia_B. I’m really hoping that these issues aren’t going to persist until 31/08/21 as that’s over four months away. I’ve just rebooted my router. Does that give you what you need to get an engineer booked?

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