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AreTea
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Router reset

In the past 6 weeks I’ve had to do a pinhole reset on my router twice follow network speed performance issues. This can’t be normal?

Around 6 weeks ago my “350Mbps” service dropped down to around 90Mbps. I tested using multiple different speed tests as well as a file download from a machine hosted in a UK Azure instance and all were within a few Mbps of each other. So fairly accurate. I also tested in the morning, afternoon and early evening and performance was consistent. At this point I restarted by Ubiquiti USG thinking it may be that that was slowing me down. After a reboot my service was still slow. I then rebooted my virgin router, which is in modem only mode, and after that service was still slow. I then called VirginMedia who detected no issues with my equipment but recommended a pinhole reset. I did this and about an hour later my service was back up to 350Mbps. Happy camper. 

This past weekend, the same shenanigans all over again. All the same steps followed and once again after a pinhole reset I’m back to full speed. 

Does anyone else have this or am I alone? Does anyone have any technical explanations on why this could be happening? Fortunately with it being modem only mode and all of my network config moved to a better quality device recovery from resets is relatively quick but I can’t believe this is expected? 

Thanks,

Richard

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jbrennand
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Message 2 of 16
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Re: Router reset

A lot of issues like this discussed on here have turned out to be due to problems on the users device(s) - which may have just developed - see some of those below.
Are you testing speeds over wifi or ethernet cable? If wifi, you must test it on a Cat5e/6 cable connected gigabit enabled device connected to the Hub in modem mode. That is what all BB providers promise to deliver. If that's fine, then you just have a wifi issue. if it isn't, try with the device booted into “safe + networking” mode and use a different browser and test at speedtest.net. If its low then, there is a network connectivity issue.
-------------
Some recent speed issues that are non network connection related

Antivirus

https://community.virginmedia.com/t5/Speed/362mbps-package-doesn-t-get-past-high-100-s-limited/td-p/...

Dell speed problem

https://community.virginmedia.com/t5/Speed/Download-speeds/td-p/3894056

Get a New PC !

https://community.virginmedia.com/t5/Speed/Vivid-200-not-geting-full-speed/td-p/3905430

Browsers speed problem

https://community.virginmedia.com/t5/Speed/Slow-broadband/td-p/3960227

https://community.virginmedia.com/t5/Speed/Etherent-speed-slow/m-p/3912102#M202773

https://community.virginmedia.com/t5/Speed/Speed-Check-Only-get-maximum-80-instead-of-100/td-p/39522...

Cat5 v Cat5e cable

https://community.virginmedia.com/t5/Speed/Slow-speed-on-VIVID350/td-p/3991347

New WIFI adapter needed

https://community.virginmedia.com/t5/Networking-and-WiFi/Laptop-wont-connect-to-Wifi/td-p/3944340/pa...

LAN App problems

https://community.virginmedia.com/t5/Speed/Slow-speed/td-p/3896582
https://forum-en.msi.com/index.php?topic=292364.0


Windows & v10 1903

https://community.virginmedia.com/t5/Networking-and-WiFi/Dropped-connections-even-after-Hub-replaced...

https://community.virginmedia.com/t5/Networking-and-WiFi/Achieve-Full-Speed-In-Safe-Mode-Only/td-p/3...

Old Network Card driver

https://community.virginmedia.com/t5/Speed/Vivid-350-just-installed-but-relatively-low-speed-connect...

Bluetooth on the phone

https://community.virginmedia.com/t5/Speed/2-Mbps-right-now-%EF%B8%8F/td-p/3935445

Using SamKnows Box

https://community.virginmedia.com/t5/Speed/Vivid-350-speed/td-p/3941298

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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AreTea
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Message 3 of 16
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Re: Router reset

Thanks. Yeah, I get what you are saying my equipment but I have tested from 3 different MacBooks and a Windows 10 desktop all cabled into a gigabit Ubiquiti switch using CAT6 cables. When I was on the phone with VirginMedia I removed the switch from the equation with no difference.

I have wireless capabilities within my home network but only for tablets and phones and the WiFi is provisioned through a couple of Ubiquiti UniFi AP Pro’s.

All desktops and laptops use wired connections. When I test I make sure all other devices are powered off and WiFi is disabled on my AP’s because otherwise VirginMedia ask you to make sure they are switched off anyway.

The remedial action two times out of two has been a pinhole reset. Like I say, I get what you are saying but I’m pretty sure my equipment is fine and there is something going wrong on VirginMedia’s equipment which is why a hard reset on the router resolves the issue. It’s as if my router is losing sync with VirginMedia’s and only when the hard reset is issued it gets back in sync.

Thanks again for your response.

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legacy1
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Message 4 of 16
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Re: Router reset

So after the reset you switch back to modem mode and your speed is fine?

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AreTea
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Message 5 of 16
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Re: Router reset

Yip.

Router resets and as soon as I can get into the UI I flip it back to modem only mode. Takes a couple of minutes and then my speed is back to around 360Mbps. 

Oddly... my upload speed is never impacted. It’s rock solid at 36Mbps.

I’m looking into automating a daily reboot of the superhub now to see if I can prolong the speed drop out because whilst it only takes 20 minutes or so to do it’s a pain.

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Superuser
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Message 6 of 16
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Re: Router reset

Really shouldn't be necessary (or indeed healthy) to have to reset the Hub often, and I think we can reasonably assume that your internal networking equipment is working properly.

Next step is to get onto the Hub's web interface (192.168.100.1 in modem mode). click the link at the bottom for status and post up the network log along with the upstream and downstream statistics (just mask out any personally identifiable data, mostly MAC addresses) and we'll take a look and see if anything jumps out. Maybe, if convenient, two sets of statistics, one where you are getting full speed and another when it's running slow.

John

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AreTea
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Message 7 of 16
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Re: Router reset

I'm starting to track the network log now. Interestingly the following error appears in the error log and corresponds with my performance drop offs:

No Ranging Response received - T3 time-out;CM-MAC=<MAC REMOVED HERE>;CMTS-MAC=<MAC REMOVED HERE>;CM-QOS=1.1;CM-VER=3.0;

I saw that error in there but don't have anything else to cross reference it with so not sure if others see the same in their logs from time to time. 

Thanks again for replying,

Richard

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jbrennand
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Message 8 of 16
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Re: Router reset

Post up all of the Network Logs as well as all the data from the Downstream and Upstream Hub pages.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 9 of 16
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Re: Router reset

Sorry, i've been away for a couple of days on business and got home today to be back to 93Mbps download speeds.

In this post I will refer to 2 dates... the 17th of July is after my last pin hole reset and speeds were good. 380+ Mbps on speedtest.net. The second is today (31 July) where the speeds are back down to 90Mbps. 

17 July Network Log

Time Priority Description
23/06/2019 22:47 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 00:25 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 06:39 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 13:05 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 13:33 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 14:21 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 14:25 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
24/06/2019 14:32 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
25/06/2019 17:43 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
27/06/2019 14:43 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
28/06/2019 10:25 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
30/06/2019 10:28 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
03/07/2019 00:30 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 01:47 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 02:46 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 06:31 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
04/07/2019 16:15 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
07/07/2019 11:27 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
08/07/2019 08:25 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
10/07/2019 08:28 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;


31 July Network Log

Time Priority Description
19/07/2019 08:26 Warning! RCS Partial Service;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
19/07/2019 08:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
19/07/2019 08:26 Warning! RCS Partial Service;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
19/07/2019 08:26 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
19/07/2019 08:26 Warning! RCS Partial Service;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
19/07/2019 08:26 Warning! Lost MDD Timeout;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
19/07/2019 08:30 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
19/07/2019 08:32 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
19/07/2019 08:32 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
20/07/2019 02:02 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
23/07/2019 04:23 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
23/07/2019 20:24 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
23/07/2019 23:10 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
24/07/2019 05:26 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
24/07/2019 17:47 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
28/07/2019 02:19 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
28/07/2019 06:38 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
28/07/2019 14:59 Error DHCP RENEW sent - No response for IPv4;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
29/07/2019 03:39 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;
29/07/2019 17:45 critical No Ranging Response received - T3 time-out;CM-MAC=<<MAC ADDRESS>>;CMTS-MAC=<<ANOTHER MAC ADDRESS>>;CM-QOS=1.1;CM-VER=3.0;

Status - 17 July
Item Status Comments
Acquired Downstream Channel (Hz) 322750000 Locked
Ranged Upstream Channel (Hz) 53700029 Locked
Provisioning State Online

Status - 31 July

Item Status Comments
Acquired Downstream Channel (Hz) 322750000 Locked
Ranged Upstream Channel (Hz) 53700263 Locked

Configuration

General Configuration 17-Jul 31-Jul-19
Network access Allowed Allowed
Maximum Number of CPEs 1 1
Baseline Privacy Enabled Enabled
DOCSIS Mode Docsis30 Docsis30
Config file cmreg-vmdg505-rtsxxl35016u-b.cm cmreg-vmdg505-rtsxxl35016u-b.cm


Primary Downstream Service Flow
SFID 51816 56842
Max Traffic Rate 402500089 402500089
Max Traffic Burst 42600 42600
Min Traffic Rate 0 0


Primary Upstream Service Flow
SFID 51815 56841
Max Traffic Rate 38500089 38500089
Max Traffic Burst 42600 42600
Min Traffic Rate 0 0
Max Concatenated Burst 42600 42600
Scheduling Type BestEffort BestEffort

I've put all of the details in an XLS spreadsheet to get around the 20,000 character limit for posts on this forum and in case anyone cares to look at the data. >> raw data

Kind regards,

Richard

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jbrennand
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Message 10 of 16
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Re: Router reset

Try it this way....

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon at top right (SH2’s) or the text at bottom-middle of first page up (Hub3) and then COPY/PASTE 3 FULL sets of data onto here – from the downstream, upstream, & network logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you do copy/paste the data, the board software will do this automagically for you.

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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