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Jim_bob
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Slow and variable speed - unreliable connection

Hi, i've been having issues with my connection speed for about 6 months now and its deteriorated so much now that i can't even watch a programme on any streaming service without extreme buffering, in some cases i just have to give up. I have tried the customer services route but it's taken 3 weeks for someone to ask me to do a wired speed test and i just can't waste the time trying to sort it with them. I don't think the problem is the headline speed, its more the variability of the speed.

So far I have done a series of WiFi and wired speed tests using the recommended speedtest.net but also the automated testing from testmy.net for some 'soak' tests. Results below:

WiFi (Speedtest.net): Min 8.99Mbps, Max 53.2Mbps, average over 24 hours of random tests (15 test points) 22.6 Mbps

Wired (Speedtest.net): Min 24.7 Mbps, Max 54.3 Mbps, average over 15 hours of random tests (12 test points) 34.3 Mbps

Wired (testmy.net): Min 1.83Mbps, Max 54.41Mbps, average over 12 hours of hourly test points with wifi disabled on hub 3.0 (12 test points) 24.88 Mbps

I have included the status and config data from my Hub 3.0 below.

Let me know if anything else is needed, hope you can help!

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

259000000

13.4

40

256 qam

16

2

203000000

13.5

38

256 qam

9

3

211000000

13.5

38

256 qam

10

4

219000000

13.5

40

256 qam

11

5

227000000

13.1

38

256 qam

12

6

235000000

13.3

38

256 qam

13

7

243000000

13.1

38

256 qam

14

8

251000000

13.3

40

256 qam

15

9

267000000

13.5

38

256 qam

17

10

275000000

13.5

38

256 qam

18

11

283000000

13.6

38

256 qam

19

12

291000000

14

40

256 qam

20

13

299000000

14.3

38

256 qam

21

14

307000000

14.4

40

256 qam

22

15

315000000

14.4

40

256 qam

23

16

323000000

14.5

40

256 qam

24

17

363000000

14.1

40

256 qam

25

18

371000000

14.1

40

256 qam

26

19

379000000

14.1

38

256 qam

27

20

387000000

14

40

256 qam

28

21

395000000

14

40

256 qam

29

22

403000000

14

40

256 qam

30

23

411000000

14

38

256 qam

31

24

419000000

14

40

256 qam

32

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.3

89

0

2

Locked

38.9

33

0

3

Locked

38.6

43

0

4

Locked

40.3

42

0

5

Locked

38.9

45

0

6

Locked

38.9

41

0

7

Locked

38.9

25

0

8

Locked

40.9

45

0

9

Locked

38.9

33

0

10

Locked

38.9

28

0

11

Locked

38.9

51

0

12

Locked

40.3

35

0

13

Locked

38.9

113

0

14

Locked

40.3

36

0

15

Locked

40.3

60

0

16

Locked

40.3

47

0

17

Locked

40.9

36

0

18

Locked

40.3

44

0

19

Locked

38.9

37

0

20

Locked

40.3

40

0

21

Locked

40.3

37

0

22

Locked

40.3

22

0

23

Locked

38.9

58

0

24

Locked

40.3

63

0

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

4.15

5120

64 qam

1

2

53700000

4.1

5120

64 qam

2

3

46200000

4.025

5120

64 qam

3

4

39400000

4

5120

64 qam

4

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

10/10/2019 00:28:26

Warning!

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

10/10/2019 00:28:26

critical

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

10/10/2019 00:28:26

Warning!

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

10/10/2019 00:28:26

critical

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

10/10/2019 00:28:30

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/10/2019 00:31:8

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;

10/10/2019 00:38:44

critical

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

10/10/2019 04:29:15

Warning!

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

10/10/2019 04:29:16

critical

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

10/10/2019 04:29:16

Warning!

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

10/10/2019 04:29:16

critical

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

10/10/2019 04:29:20

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/10/2019 04:31:26

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;

10/10/2019 04:39:6

critical

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

15/10/2019 16:59:31

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/10/2019 20:34:34

critical

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

16/10/2019 02:31:7

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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jbrennand
Alessandro Volta
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Message 2 of 6
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Helpful Answer

Re: Slow and variable speed - unreliable connection

Downstream power levels are all out of spec. +10dBmv is the recommended maximum level.
Will need a technician to visit to correct these.
Calling it in as a fault should be quicker than waiting for a VM response on here - that can be a few days.

--------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Jim_bob
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Re: Slow and variable speed - unreliable connection

Thanks jbrennand, i'm due call back on the issue so will put that into the mix too. Looking at the installation i already have 3 attenuators fitted so i wonder what more can be done to manage the power.

 
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Forum Team
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Re: Slow and variable speed - unreliable connection

Hi Jim_bob,

 

Thanks for posting and welcome to the community. I am sorry for the broadband issues. I've ran a check on the account today and all levels are in spec, how are things since posting?

 

Please let me know if there's anything further I can assist with?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Jim_bob
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Re: Slow and variable speed - unreliable connection

Hi John_GS, one of the chaps at work had a spare 6dB attenuator so I gave that a try and it’s pulled the power levels back in check. So far all good! Thanks for looking into the issue for me.

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Forum Team
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Re: Slow and variable speed - unreliable connection

No worries Jim_bob,

 

Thanks for letting us know. Please give us a shout if you need any further support going forward.

 

Kind regards,

 

Dean C 

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