Slow Internet, Timeouts, Disconnects, Post RS Errors

[knotnick]

Hello

I upgraded to a Hub3 to go from M100 to M200 this Sunday, and have been having issues with buffering, disconnects from MS Teams, and worse downloads speeds that when I was on M100.

Here are the router stats from today after doing a full reset last night and a reboot this morning

DownstreamBondedChannels
Channel	Frequency(Hz)	Power(dBmV)	SNR(dB)	Modulation	ChannelID
1	330750000	-0.2	40	256 qam	25
2	258750000	0.2	40	256 qam	16
3	266750000	0.2	40	256 qam	17
4	274750000	0.2	40	256 qam	18
5	282750000	0.2	40	256 qam	19
6	290750000	0.2	40	256 qam	20
7	298750000	0.4	40	256 qam	21
8	306750000	0.2	40	256 qam	22
9	314750000	0	40	256 qam	23
10	322750000	-0.2	40	256 qam	24
11	338750000	-0.2	40	256 qam	26
12	346750000	-0.4	40	256 qam	27
13	354750000	-0.5	40	256 qam	28
14	362750000	-0.5	40	256 qam	29
15	370750000	-0.7	40	256 qam	30
16	378750000	-0.7	40	256 qam	31
17	386750000	-0.7	40	256 qam	32
18	394750000	-0.7	40	256 qam	33
19	402750000	-0.9	40	256 qam	34
20	410750000	-0.9	40	256 qam	35
21	514750000	-1.7	40	256 qam	36
22	522750000	-1.7	40	256 qam	37
23	530750000	-2	40	256 qam	38
24	538750000	-2	40	256 qam	39

DownstreamBondedChannels
Channel	LockedStatus	RxMER(dB)	PreRSErrors	PostRSErrors
1	Locked	40.3	7064985	69871
2	Locked	40.3	9084045	8139829
3	Locked	40.3	6268731	5179280
4	Locked	40.3	6788942	2983423
5	Locked	40.9	4851236	1043133
6	Locked	40.9	1596710	389300
7	Locked	40.3	546738	322
8	Locked	40.3	265383	253
9	Locked	40.3	477373	280
10	Locked	40.3	1136589	313
11	Locked	40.3	18808629	5459560
12	Locked	40.3	23685324	10026602
13	Locked	40.3	28928460	9776283
14	Locked	40.3	29334747	7936744
15	Locked	40.3	20892159	9347132
16	Locked	40.9	12570779	3421076
17	Locked	40.3	8084638	63461
18	Locked	40.3	1271565	14318
19	Locked	40.9	6990196	319
20	Locked	40.3	4268635	520
21	Locked	40.3	83	146
22	Locked	40.3	89	117
23	Locked	40.3	77	157
24	Locked	40.3	80	116

UpstreamBondedChannels
Channel	Frequency(Hz)	Power(dBmV)	SymbolRate(ksps)	Modulation	ChannelID
1	53700000	36.5	5120	64	qam	2
2	60300000	36.3	5120	64	qam	1
3	46200000	35.5	5120	64	qam	3
4	39400000	35	5120	64	qam	4

UpstreamBondedChannels
Channel	ChannelType	T1Timeouts	T2Timeouts	T3Timeouts	T4Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

And here is my thinkbroadband log from today so far

thinkbroadband link 

I'd appreciate any help on this please, and do let me know if there is any further info I can supply.

Thanks.

[jbrennand · Accepted solution]

Those RS errors are a concern - could indicate "noise" getting in somewhere or just be historical accumulation - so can you start from a blank page first by doing this...
_____________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and any T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

Post back how it goes - but also .....

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[knotnick]

Hey John

I have already done the power offs, and done resets too. Sometimes after a reset there's loads of RS errors right from the start, and sometimes they are all at 0 but then ramp up quite quickly over the next hour.

I used thinkbroadband monitoring starting from yesterday, not sure if that is what you are referring to?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f776444235b1dd909dece25b363c08b865... 

Since I posted the orignal message I have contacted Virgin, who said there is some backend changes going on, and I need to call back if the issue isn't fixed in 48 hours, so I guess I'll have to wait.

Thanks for the help.

[Paulina_Z]

Hi @knotnick,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're experiencing some disconnections at the moment!

Thank you for sharing your BQM chart so we can see your disconnections! Sorry to see you've had so many so recently.

I was able to run some checks on your power levels and I have not seen any issues at the moment. Please keep an eye on your connection and come back to us after the 48 hours advised by our team. If this issue persists, we'll be happy to investigate further for you.

Thank you.

[jbrennand]

Can I just check.. are yiu in normal router - or modem - mode ?

What devices are connected to the Hub on ethernet cables ?

[knotnick]

I'm in normal router mode.

I've got all 4 ethernet cables plugged in -

• Laptop and PC go through a 1GB switch into a port on the hub.
• Xbox to a port on the hub
• PS4 to a port on the hub
• TIVO box to a port on the hub.

This setup is the same as it was before the hub3 upgrade.

Thanks.

[knotnick]

Quick update, the 48 hours have passed and things are no better.

Called the same Virgin number I used before where I was able to speak to an engineer, but this time was sent a text and told 'goodbye'.

My internet has been offline for most of the day, just done another full reset and I can now get back online, but my download speed is still slow.

Also, pings to the Hub3 from my cable attached PC randomly time out.

ThinkBroadband for today 16th June 22 

Thanks.

[knotnick]

Thought I'd add speedtest.net results on M200

Speedtest by Ookla

Server: TNP Ltd. - Manchester (id = 3504)
ISP: Virgin Media
Latency: 9.36 ms (2.23 ms jitter)
Download: 86.41 Mbps (data used: 109.8 MB )
Upload: 20.96 Mbps (data used: 19.1 MB )
Packet Loss: 0.9%

[knotnick]

Quick update. It all seems to be working as expected now.
Thank you to those who offered help and advice.

[Travis_M]

Hi @knotnick

Thanks for your reply!

Great to hear this is all sorted, I hope you have a great day!

Regards