Menu
Reply
Highlighted
  • 26
  • 0
  • 1
Tuning in
499 Views
Message 1 of 38
Flag for a moderator

Slow Connection

Been installed about a month now, on OOMPH package, day installed was hitting 250mbps but speed has declined since then , eventually loosing BB on 6th September for 4 days! Having terrible times getting in contact with anybody, SMS useless a day to reply??? Rebooted router Monday morning and 200mbps+ achieved then a decline by that evening to less than 100mbps., slower speeds than what I was promised. Heve tried online chat, SMS chat and even Twitter, COVID no excuse for poor service, let's get it sorted!

Coincidentally wired connection from laptop directly into router.

Highlighted
  • 2
  • 0
  • 0
Joining in
486 Views
Message 2 of 38
Flag for a moderator

Re: Slow Connection

consider yourself lucky, best speed I can get after multiple resets is 10mbps should be 108mbps, kids have been trying to do zoom calls  but connection is to poor to do so. Virgin media needs to get this sorted its ridiculous. Been going on for weeks too, thought it was my devices at first but then did a speed test to see i was only getting 1.7mbps. Not a happy customer how long have we been paying for a service we are not receiving?

0 Kudos
Reply
Highlighted
  • 6.67K
  • 501
  • 871
Legend
480 Views
Message 3 of 38
Flag for a moderator
Helpful Answer

Re: Slow Connection


@AJS444 wrote:

Been installed about a month now, on OOMPH package, day installed was hitting 250mbps but speed has declined since then , eventually loosing BB on 6th September for 4 days! Having terrible times getting in contact with anybody, SMS useless a day to reply??? Rebooted router Monday morning and 200mbps+ achieved then a decline by that evening to less than 100mbps., slower speeds than what I was promised. Heve tried online chat, SMS chat and even Twitter, COVID no excuse for poor service, let's get it sorted!

Coincidentally wired connection from laptop directly into router.


 

It can be difficult diagnosing problems without some basic information.

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 more 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. Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.

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

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
Highlighted
  • 2
  • 0
  • 0
Joining in
465 Views
Message 4 of 38
Flag for a moderator

Re: Slow Connection

0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 1
Tuning in
436 Views
Message 5 of 38
Flag for a moderator

Re: Slow Connection

 
Password
 


Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000002.440256 qam25
22030000004.339256 qam9
3211000000438256 qam10
42190000004.140256 qam11
5227000000440256 qam12
6235000000440256 qam13
72430000003.538256 qam14
82510000003.238256 qam15
9259000000340256 qam16
102670000002.740256 qam17
112750000002.540256 qam18
122830000002.440256 qam19
132910000002.438256 qam20
142990000002.438256 qam21
153070000002.240256 qam22
163150000002.238256 qam23
173230000002.538256 qam24
183390000002.740256 qam26
193470000002.538256 qam27
203550000002.740256 qam28
213630000002.738256 qam29
223710000002.738256 qam30
233790000002.538256 qam31
243870000002.238256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.380
2Locked39.390
3Locked38.9240
4Locked40.3230
5Locked40.3230
6Locked40.3100
7Locked38.9200
8Locked38.990
9Locked40.3110
10Locked40.3140
11Locked40.380
12Locked40.380
13Locked38.9150
14Locked38.9140
15Locked40.370
16Locked38.690
17Locked38.9130
18Locked40.3100
19Locked38.9120
20Locked40.3190
21Locked38.9150
22Locked38.9150
23Locked38.9110
24Locked38.9150
 
0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 1
Tuning in
429 Views
Message 6 of 38
Flag for a moderator

Re: Slow Connection

 
Password
 


Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1536999743.7512064 qam10
2393999763.7512064 qam12
3461999793.7512064 qam11
4603000243.7512064 qam9


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 1
Tuning in
428 Views
Message 7 of 38
Flag for a moderator

Re: Slow Connection

 
Password
 


Network LogTime Priority Description
16/09/2020 03:21:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 02:04:43noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 02:04:43ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 01:34:42noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2020 01:34:42ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 15:42:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 13:31:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 09:22:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/09/2020 09:22:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/09/2020 18:17:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 16:33:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 12:16:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 09:52:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 06:27:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 02:35:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 02:35:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 02:04:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 02:02:12criticalReceived 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;
07/09/2020 02:01:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/09/2020 02:01:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 
0 Kudos
Reply
Highlighted
  • 6.67K
  • 501
  • 871
Legend
423 Views
Message 8 of 38
Flag for a moderator

Re: Slow Connection

Can you post a 'Live Link' to your BQM please.

Just found it.

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

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 1
Tuning in
417 Views
Message 9 of 38
Flag for a moderator

Re: Slow Connection

0 Kudos
Reply
Highlighted
  • 26
  • 0
  • 1
Tuning in
396 Views
Message 10 of 38
Flag for a moderator

Re: Slow Connection

Not really enough data on Network graph, probably need to leave for 24 hours

Ping 28ms  D/L 79mbps  U/L 26mbps

Network log not looking too clever!

 

0 Kudos
Reply