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djb3
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Slow broadband and occasional TV Pixilation

I am on the Ultimate Oomph Bundle and should be getting M500 fibre broadband. The actual speed I get is approx. 170 Mbps. If I connect via ethernet it may go up to 180 Mbps. I have been monitoring this for weeks. I have rebooted the router and it doesn’t make any difference. I have also reset it and once again no difference. I have checked the cables. I also sometime get pixilation on my V6 box.

On a previous contract I was on 350 Mbps and I nearly always got 375 Mbps whether connected by ethernet or wirelessly.

I would be grateful if someone could take a look at my stats and give me some advice.

Many thanks

Dave

 

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

483000000

4.6

38

256 qam

30

2

187000000

4.9

38

256 qam

7

3

195000000

4.1

37

256 qam

8

4

203000000

4.1

37

256 qam

9

5

211000000

4.3

38

256 qam

10

6

219000000

4.9

38

256 qam

11

7

227000000

5.1

38

256 qam

12

8

235000000

5.1

40

256 qam

13

9

243000000

5

38

256 qam

14

10

251000000

5

38

256 qam

15

11

259000000

4.6

40

256 qam

16

12

267000000

4.5

38

256 qam

17

13

275000000

4.6

38

256 qam

18

14

283000000

4.9

40

256 qam

19

15

291000000

5

40

256 qam

20

16

299000000

5

38

256 qam

21

17

307000000

5

40

256 qam

22

18

315000000

5.3

40

256 qam

23

19

323000000

5.6

40

256 qam

24

20

443000000

3.9

38

256 qam

25

21

451000000

3.9

38

256 qam

26

22

459000000

4.1

38

256 qam

27

23

467000000

4.4

38

256 qam

28

24

475000000

4.4

38

256 qam

29




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

11925

489

2

Locked

38.6

394

0

3

Locked

37.6

379

0

4

Locked

37.6

535

19

5

Locked

38.9

366

0

6

Locked

38.9

334

0

7

Locked

38.6

315

0

8

Locked

40.3

317

0

9

Locked

38.9

356

0

10

Locked

38.9

330

0

11

Locked

40.3

319

0

12

Locked

38.9

334

0

13

Locked

38.9

324

0

14

Locked

40.3

337

0

15

Locked

40.3

380

0

16

Locked

38.9

379

0

17

Locked

40.3

345

0

18

Locked

40.3

333

0

19

Locked

40.3

366

0

20

Locked

38.6

6340

10

21

Locked

38.6

30088

30635

22

Locked

38.9

10646

4365

23

Locked

38.6

9858

1099

24

Locked

38.6

14136

4894

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299581

4.75

5120

64 qam

6

2

46200156

4.675

5120

32 qam

8

3

39400000

4.65

5120

32 qam

9

4

53700000

4.65

5120

64 qam

7




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

17/08/2020 07:23:13

Error

DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/08/2020 01:41:26

Error

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

15/08/2020 09:38:12

notice

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

14/08/2020 06:48:4

critical

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

12/08/2020 12:32:23

notice

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

12/08/2020 11:56:51

critical

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

12/08/2020 08:41:45

Warning!

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

11/08/2020 12:40:10

notice

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

09/08/2020 04:27:30

critical

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

07/08/2020 14:54:17

critical

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

07/08/2020 14:54:16

Warning!

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

07/08/2020 14:54:12

critical

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

07/08/2020 14:54:11

Warning!

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

07/08/2020 14:54:11

critical

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

07/08/2020 14:54:11

Warning!

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

07/08/2020 14:12:15

critical

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

07/08/2020 14:10:27

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;

07/08/2020 14:05:43

Warning!

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

07/08/2020 14:05:39

critical

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

07/08/2020 14:05:39

Warning!

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

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MikeRobbo
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Alessandro Volta
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Re: Slow broadband and occasional TV Pixilation

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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djb3
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Re: Slow broadband and occasional TV Pixilation

Hi Mike

Sorry for the delay in replying. Below is the direct link to BQM

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5e9ee9f972a38d60995d4ab37f01988e08...


 To put you in the picture my connection is fairly stable and has been for months. but it feels as though it has been capped at about 170Mbps and I am supposed to be on 500Mbps

Many thanks

Dave

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MikeRobbo
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Alessandro Volta
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Re: Slow broadband and occasional TV Pixilation

Your >> BQM << looks pretty good.

Can you do a couple of speed tests at >> speedtest.net << using a direct connection with a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then post the results on here.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: Slow broadband and occasional TV Pixilation

Can you go back into the Hub Status page and copy and paste the contents of the Configuration tab please.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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djb3
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Re: Slow broadband and occasional TV Pixilation

Speedtest as follows plus Config details

Thanks

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxxxl500u+voc-b.cm


Primary Downstream Service Flow
SFID655790
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID655789
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0

 

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MikeRobbo
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Re: Slow broadband and occasional TV Pixilation

You need to pass this on to VM now, there is nothing more we can do.

For sanity reasons, I would wait for one of the VM Staff to pick up the thread or phone first thing in the morning.

You can contact VM to report your problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
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Lisa_CC
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Message 8 of 10
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Re: Slow broadband and occasional TV Pixilation

Hi @djb3 and sorry to hear about your connection speed issue. I've had a look at your live network details and cannot see any issues whatsoever. There are no congestion or utilisation issues either. I've looked at your WiFi and can see some issues with the 2.4Ghz and so I'm wondering whether there is an issue with the Hub. The tiny errors I can see for WiFi could be something within your home and not Hub related but I've ordered a replacement for you just so we can rule it out.

 

It may take up to 5 days for it to arrive and please let us know how it goes.

 

Thanks,

 

Lisa

djb3
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Message 9 of 10
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Re: Slow broadband and occasional TV Pixilation

Hi Lisa


Thanks for that. On a previous contract with Virgin I was on 350 Mbps and I used to get 375 Mbps most of the time and that was wireless but with this router nowhere near even though it is in exactly the same place with just the same things connected. 

Thanks for your help. I'll let you know how I get on.

Dave

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djb3
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Re: Slow broadband and occasional TV Pixilation

Hi Lisa

I have received the new hub and have been using it for a couple of days and it appears to have made a big improvement. I have not noticed any pixilation  on my V6 box and there is a definite improvement in speed. I have had speeds of over 500 Mbps a couple of times and that was wireless.

Once again thank you for your help

Dave

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