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Slow and intermittent broadband speed

We have had slow speeds for the last couple of months. Both our phones had an intermittent connection (ended up using all our 4G) I reset the router (rather than a restart) yesterday and now our phones are ok but my husband is now experiencing intermittent connection on his MacBook. I am on a PC based laptop and my connection seems ok compared to his. The kids have also experienced intermittent connection on their tablets too.

I have linked to some speed tests.

8th June
https://www.speedtest.net/result/9571880083

https://www.speedtest.net/result/9571950581

https://www.speedtest.net/result/9571955861

https://www.speedtest.net/result/9571961291

9th June
https://www.speedtest.net/result/9576647056

https://www.speedtest.net/result/9577260623

10th June
This one was checked when the connection seemed to be running fine
https://www.speedtest.net/result/9581614350 

I have been asked to create a post in here so that someone can take a look at the issue.

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Re: Slow and intermittent broadband speed

OK, the speed tests show issues, what they don't confirm is whether the problem is the wifi (meaning the wireless network environment in your property) or whether it is the VM broadband connection (the hub and everything on the VM cable network side of things).  Since the solutions are very different, we need to be able to work out where the problem lies.  VM will often in the first instance blame the wifi - although it comes from their hub, they are not responsible for all the (potential) problems that might cause slow wifi speeds.  But that makes getting a broadband problem fixed difficult if they throw their hands up and say "probably the wifi or your devices, nothing to do with us".

As a first step, could you connect to the hub's admin interface, shouldn't need to login, just click on the link that says "Check router status".  That'll bring up a page with five tabs, of which we're only interested in three: Downstream, Upstream, Network log.  Copy and paste the contents of each of those tabs in separate replies here, making sure you past as formatted text, not an image.  Then we can start to have a look and see what's going on.

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Re: Slow and intermittent broadband speed

Downstream

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

14110000000.938256 qam33
2219000000038256 qam11
3227000000038256 qam12
4235000000038256 qam13
5243000000038256 qam14
6251000000038256 qam15
7259000000038256 qam16
8267000000038256 qam17
9275000000038256 qam18
10283000000038256 qam19
11291000000038256 qam20
122990000000.238256 qam21
133070000000.438256 qam22
143150000000.538256 qam23
153230000000.538256 qam24
163470000000.738256 qam25
173550000000.738256 qam26
183630000000.938256 qam27
193710000000.940256 qam28
20379000000138256 qam29
21387000000138256 qam30
22395000000138256 qam31
234030000000.938256 qam32
24419000000138256 qam34



Downstream bonded channels

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

1Locked38.6220
2Locked38.9180
3Locked38.990
4Locked38.9150
5Locked38.9180
6Locked38.6110
7Locked38.9160
8Locked38.660
9Locked38.9150
10Locked38.6140
11Locked38.9170
12Locked38.9140
13Locked38.990
14Locked38.9100
15Locked38.670
16Locked38.990
17Locked38.9160
18Locked38.9160
19Locked40.380
20Locked38.690
21Locked38.640111
22Locked38.9310
23Locked38.6420
24Locked38.990
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Re: Slow and intermittent broadband speed

 

Upstream bonded channels

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

1537000004.725512064 qam2
2394000004.575512064 qam4
3462000004.725512064 qam3
4602999764.725512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Slow and intermittent broadband speed

Network Log

Time Priority Description

10/06/2020 11:50:3noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 11:49:12Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 14:38:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 22:18:31noticeDHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 22:18:31ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 19:50:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 17:23:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 17:23:7ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 16:20:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 12:27:48ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 06:41:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/06/2020 02:37:11ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 08:54:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 02:25:58noticeDHCP Renew - lease parameters tftp file-V0dea97109ea7aa00.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/06/2020 02:25:58ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2020 18:55:56ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 23:25:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 23:24:41criticalReceived 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;
25/05/2020 23:22:37Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/05/2020 23:22:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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