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mjw3
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Slow WiFi Download Speeds

We've always had a good WiFi speed in our house. We're supposed to receive a wired speed of 200mbps and we usually achieve about 170-200 on wireless even in the furthest away room from the router. Since the start of June we've had issues with our speed fluctuating down to 3-5mbps for both brief and extended periods. This happens on all devices and it happens regardless of how close you are to the router. Unfortunately we don't have an ethernet cable to check the wired speed.

I've spoken to various advisors on the live chat and on the phone. Most just tell me to run all of the relevant tests (reset etc. which we have) but one today told me they suspected we had a fault on the coaxial cable coming into the house and so we needed to book an engineer. They apparently redirected me to the tech team to book this but they actually sent me to billing!!

I phoned the fault line number to tell them what had happened and they say there's absolutely nothing wrong with our cables, router or connection and that extended periods of 3-5mbps is expected on a wireless connection. Apparently they've sent more signals to our house now but we don't know what that means.

I'll put the network logs etc. below but there's a few odd things we wondered if anyone could explain:

Our Hub 3 has a vibrant yellow light. It's not a white light which looks an off-white or pale yellow in certain lights. It is actually vibrant yellow. It used to be white up until about a month ago.

We seem to be getting a lot of critical messages in our network log. I mentioned that there were a lot of T3 time outs to the advisor on the fault line and asked if that was normal. She didn't seem to know what a T3 time out was.

I have the Connect app which says we have a great WiFi signal in every room of the house. But when Virgin diagnosed the router they said the problem was that none of our devices were close enough to the router (including devices about 3 metres away).

 

Edit - We have tried experimenting with changing channel and switching between 2.4ghz and 5ghz.

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mjw3
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Re: Slow WiFi Download Speeds

Network Log

Time Priority Description

18/06/2020 02:56:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 19:55:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 01:01:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 01:01:11Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 01:00:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 01:00:4Warning!B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:58:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:39:45criticalReceived 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;
17/06/2020 00:38:53Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:38:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:38:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:38:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:38:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:38:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:23:21criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:20:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:14:5criticalReceived 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;
17/06/2020 00:13:29Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:13:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 00:13:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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mjw3
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Re: Slow WiFi Download Speeds

Downstream bonded channels

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

14110000001.237256 qam31
2203000000-0.237256 qam9
3211000000-0.438256 qam10
4219000000-0.238256 qam11
5227000000-0.437256 qam12
6235000000-0.438256 qam13
7243000000-0.537256 qam14
8251000000-0.938256 qam15
9259000000-0.437256 qam16
10267000000037256 qam17
112750000000.238256 qam18
122830000000.538256 qam19
132910000000.537256 qam20
142990000000.737256 qam21
153070000001.238256 qam22
163150000000.737256 qam23
173230000001.737256 qam24
183630000001.237256 qam25
193710000001.537256 qam26
203790000000.737256 qam27
213870000001.237256 qam28
223950000000.737256 qam29
234030000000.937256 qam30
244190000001.237256 qam32



Downstream bonded channels

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

1Locked37.3990
2Locked37.6120
3Locked38.6210
4Locked38.6160
5Locked37.6170
6Locked38.6240
7Locked37.3300
8Locked38.6370
9Locked37.6310
10Locked37.6310
11Locked38.6170
12Locked38.6210
13Locked37.3350
14Locked37.3260
15Locked38.6280
16Locked37.6200
17Locked37.6150
18Locked37.6300
19Locked37.6340
20Locked37.3670
21Locked37.3630
22Locked37.61220
23Locked37.61060
24Locked37.61250
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mjw3
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Re: Slow WiFi Download Speeds

Upstream bonded channels

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

1602999864.175512064 qam9
2393999933.975512064 qam12
3461999964.025512064 qam11
4537000004.175512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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gary_dexter
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Message 5 of 15
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Re: Slow WiFi Download Speeds

Without a wired device it’s difficult to ascertain the speed issue. 


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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mjw3
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Message 6 of 15
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Re: Slow WiFi Download Speeds

I understand. The problem is I don't have an ethernet slot on my laptop either!

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mjw3
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Message 7 of 15
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Re: Slow WiFi Download Speeds

I know I have no means of checking wired speed but we're still struggling with low signal strength so in case Virgin Media reads this...

The call advisors won't move past the issue of signal strength so today I experimented. The Connect app says we have great signal strength in every room but network diagnostics (which call advisors also ran) say our devices have low signal strength and need to be moved closer to Hub.

I moved one of the portable devices to within a foot of the Hub, ran the diagnostics again and it still said low signal strength, move device closer to Hub. Couldn’t go any closer really unless it was on top of it!

Is there anything that can be done to fix this? Virgin Media replied to my old tweet and the advisor says I need to phone them as they can 'assist further'. Last week we were told 1) we need an engineer and 2) we don't need an engineer, end of story. Is phoning then again really going to have suddenly changed things?

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gary_dexter
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Message 8 of 15
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Re: Slow WiFi Download Speeds

No one can fix WiFi issues until we ascertain the issue doesn’t happen on a wired connection and you’re getting full speeds delivered to the hub over a cable. 


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mjw3
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Message 9 of 15
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Re: Slow WiFi Download Speeds

I'm not being difficult but it's £29 to buy a thunderbolt to ethernet adaptor, plus the cost of an ethernet cable. That's quite an expense (almost the equivalent of a month's Virgin Media bill in fact) for something I can't otherwise use due to other thunderbolt slots being in use whilst working.

If someone could confirm it was weird for a device to be stood next to a router and yet still apparently not be close enough then I'd be more inclined to buy.

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Anonymous
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Re: Slow WiFi Download Speeds

"I'm not being difficult but it's £29 to buy a thunderbolt to ethernet adaptor, plus the cost of an ethernet cable"

Thats what you get for spending apples prices 🙂

I've had locations where wifi wont work at all even next tot he router it happens. Wifi is a shared frequency
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