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rbrucey
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Slow and intermittent despite ethernet

Have been paying for 200mbs for many months, Connection has been horribly intermittent over much of lockdown and became unusable last week. Engineer visited and swapped 'pin' in the pit in the street. Things appear more stable but am only getting 60-90mbs download speed and around 20mbs upload. Have factory reset hub, checked all connections, Why am I getting nowhere near what I'm paying for...?

Router status stats as follows:

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

331000000

8

37

256 qam

25

2

203000000

8.4

37

256 qam

9

3

211000000

8.4

37

256 qam

10

4

219000000

8.1

37

256 qam

11

5

227000000

8

37

256 qam

12

6

235000000

7.9

37

256 qam

13

7

243000000

7.8

37

256 qam

14

8

251000000

7.8

37

256 qam

15

9

259000000

8

37

256 qam

16

10

267000000

8

37

256 qam

17

11

275000000

7.9

37

256 qam

18

12

283000000

7.8

37

256 qam

19

13

291000000

8

37

256 qam

20

14

299000000

8

37

256 qam

21

15

307000000

8

37

256 qam

22

16

315000000

8.1

37

256 qam

23

17

323000000

8

37

256 qam

24

18

339000000

7.8

37

256 qam

26

19

347000000

7.5

37

256 qam

27

20

355000000

7

37

256 qam

28

21

363000000

7.4

37

256 qam

29

22

371000000

7.5

37

256 qam

30

23

379000000

7.6

37

256 qam

31

24

387000000

7.6

37

256 qam

32




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.6

1438

1367

2

Locked

37.3

5450

2879

3

Locked

37.6

5733

2513

4

Locked

37.6

6131

2224

5

Locked

37.3

5517

2304

6

Locked

37.6

4345

1948

7

Locked

37.6

3709

1557

8

Locked

37.6

2667

1750

9

Locked

37.6

2653

2053

10

Locked

37.6

3159

2104

11

Locked

37.6

3189

1584

12

Locked

37.3

3024

1544

13

Locked

37.6

2556

1328

14

Locked

37.6

2667

1354

15

Locked

37.3

1693

1464

16

Locked

37.3

1281

1270

17

Locked

37.3

1380

1333

18

Locked

37.3

1565

1424

19

Locked

37.3

1546

1309

20

Locked

37.3

1649

1066

21

Locked

37.3

1514

1613

22

Locked

37.3

1278

2044

23

Locked

37.3

1132

2288

24

Locked

37.3

989

2199

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299979

3.825

5120

64 qam

1

2

39400087

3.6

5120

64 qam

4

3

46200000

3.725

5120

32 qam

3

4

53700073

3.725

5120

64 qam

2




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

Network Log

Time

Priority

Description

13/10/2020 14:06:22

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 13:12:5

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 13:10:10

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:48:21

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:38:7

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:38:6

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:32:58

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:28:42

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:28:42

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:27:15

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:26:27

critical

Received 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;

13/10/2020 12:18:45

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:18:45

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:16:38

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:16:38

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:13:23

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 12:13:0

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 10:56:31

Warning!

LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 10:05:24

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/10/2020 10:05:24

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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jbrennand
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Message 2 of 9
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Helpful Answer

Re: Slow and intermittent despite ethernet

The frequent T3's are a worry. So...Can you switch the Hub off for 5 minutes and on restart check that the RS errors have all reset to 0 and then check regularly that they are not reappearing - they shouldn't.

Also see if the one up channel on 32 qam has reverted to 64.

Finally, if you haven’t already, set up a free “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” (as per instructions on the TB website) when you have the first 24h period.

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

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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rbrucey
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Message 3 of 9
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Re: Slow and intermittent despite ethernet

Hi John,

Many thanks for speedy reply. Did as you suggested. RS errors have not reset to 0 and the up channel on 32 is still on 32...

What's next?


R

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jbrennand
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Message 4 of 9
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Re: Slow and intermittent despite ethernet

Odd! Switch the Hub off and unplug it from the power - wait 5 minutes and switch it on - see if that sorts it

--------------------
John
--------------------

I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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rbrucey
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Message 5 of 9
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Re: Slow and intermittent despite ethernet

Hi John,

I turned the hub off for ten minutes as suggested. The upstream channels are now all 64. However still loads of RS errors in the network log. And speed getting worse: now 55/15 mbs download/upload. 

I have installed the broadband quality monitor. Results here: 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/0e4c91c2dd47c15e8c7dfce46ad5c7bb40622bdd-15-10-2020]My Broadband Ping[/url]

Clearly something is not right. Full router stats to follow.

Richard

 

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rbrucey
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Re: Slow and intermittent despite ethernet

Router status:

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

331000000

6

37

256 qam

25

2

203000000

6.4

37

256 qam

9

3

211000000

6.3

37

256 qam

10

4

219000000

6

37

256 qam

11

5

227000000

6

37

256 qam

12

6

235000000

6

37

256 qam

13

7

243000000

6

37

256 qam

14

8

251000000

6

37

256 qam

15

9

259000000

6.1

37

256 qam

16

10

267000000

6

37

256 qam

17

11

275000000

5.8

37

256 qam

18

12

283000000

5.8

37

256 qam

19

13

291000000

6

37

256 qam

20

14

299000000

6.1

37

256 qam

21

15

307000000

6.3

37

256 qam

22

16

315000000

6.5

37

256 qam

23

17

323000000

6.1

37

256 qam

24

18

339000000

5.6

37

256 qam

26

19

347000000

5.4

37

256 qam

27

20

355000000

5

37

256 qam

28

21

363000000

5.4

37

256 qam

29

22

371000000

5.5

37

256 qam

30

23

379000000

5.9

37

256 qam

31

24

387000000

5.9

37

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

1021

672

2

Locked

37.6

2055

1105

3

Locked

37.3

1883

1202

4

Locked

37.6

1965

779

5

Locked

37.3

1872

765

6

Locked

37.3

2068

654

7

Locked

37.6

2050

856

8

Locked

37.6

1770

870

9

Locked

37.6

1638

1060

10

Locked

37.6

1648

943

11

Locked

37.6

1504

785

12

Locked

37.6

1473

669

13

Locked

37.3

1376

745

14

Locked

37.6

1891

784

15

Locked

37.3

1654

680

16

Locked

37.3

1034

598

17

Locked

37.3

959

766

18

Locked

37.3

1019

806

19

Locked

37.3

1058

648

20

Locked

37.3

1095

594

21

Locked

37.3

1294

1010

22

Locked

37.6

1165

1047

23

Locked

37.3

1156

1209

24

Locked

37.3

1032

1108

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

3.9

5120

64 qam

1

2

39399930

3.75

5120

64 qam

4

3

46200004

3.8

5120

64 qam

3

4

53699925

3.85

5120

64 qam

2

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

15/10/2020 09:55:51

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 09:52:47

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 09:52:46

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 09:52:45

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 08:58:55

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 08:50:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 08:50:51

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 08:00:39

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 07:49:2

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 07:47:23

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 07:47:23

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 07:32:21

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 07:32:21

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 06:55:2

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 06:28:29

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 06:28:28

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 05:57:9

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 05:57:7

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 05:49:14

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2020 05:48:25

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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MikeRobbo
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Message 7 of 9
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Re: Slow and intermittent despite ethernet

Your >> BQM << is a mess.

If those RS Errors have built up over a couple of hours you have a problem that needs VM to look at.

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.

 


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Gareth_L
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Message 8 of 9
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Re: Slow and intermittent despite ethernet

Hello rbrucey

Sorry to see this has happened again 

I did check few things from here and the upstream is a bit out, well 2 channels are way out

Which would need another engineer i'm afraid to say 

I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L

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Fadzer
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Message 9 of 9
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Re: Slow and intermittent despite ethernet

Hi Gareth, 

I'm have the exact same issue. Slower speeds (70-80mbps) than what i paid for (200) and it keeps dropping out. I'm trying to work from home with remote access and its constantly dropping out. Very frustrating.  

VM have sent out a new SH3 and i'm still having the same issues. An engineer came but frankly did nothing said his phone said everything was ok so there was nothing he could do other than give me some ethernet cables to check. Even though i told him i've tried plenty and still have the same problem. 

I hope what i've coped and pasted below is the right info but this is all a bit beyond me, with channels etc. Please can you help no one else in Virgin seems to be able. 

Hope to here from you soon 

thanks 

Niall 

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