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sueytopia
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Message 1 of 17
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Slow speeds, regular dropouts, video buffering and errors in log

Hi, I'm hoping one of you lovely gurus can help me out with this please? I have been getting worse and worse speeds for a few months and now getting regular dropouts on a daily basis, which is making working from home a nightmare. Video streaming in the evenings we have constant buffering as well. 

I am supposed to be on a 200mbps connection but only Virgin's own recommended Ookla speedtest gives anything like that and even that, today, showed a download speed of 84.25
Upload 21.04. Everywhere else I try gives much worse speeds than that. Samknows, today, showed a download speed of only 15.0 Mbps!

I've tried calling, but I just wait endlessly in a queue.

I have followed the instructions in other posts so I'm hoping that I have everything you need, but please let me know if there is anything else.

Firstly BQM: Here is the link to my live graph

Here is the network log from my router:

Network Log

Time Priority Description

11/01/2021 01:48:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 16:12:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 15:27:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 04:58:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 02:01:19noticeSW download Successful - Via NMS
09/01/2021 01:59:1noticeSW Download INIT - Via NMS
08/01/2021 18:21:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:21:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:21:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:21:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:21:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:21:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:21:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:21:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:15:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:15:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 18:15:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/01/2021 02:55:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 20:26:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 22:47:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I'll post the other tabs as new posts..

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sueytopia
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Message 2 of 17
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Re: Slow speeds, regular dropouts, video buffering and errors in log

Here's downstream

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1234750000-3.738256 qam13
2242750000-3.738256 qam14
3250750000-3.738256 qam15
4258750000-3.538256 qam16
5266750000-3.538256 qam17
6274750000-3.938256 qam18
7282750000-3.738256 qam19
8290750000-3.738256 qam20
9298750000-3.538256 qam21
10306750000-3.738256 qam22
11314750000-3.738256 qam23
12322750000-3.938256 qam24
13330750000-3.738256 qam25
14370750000-338256 qam26
15378750000-338256 qam27
16386750000-338256 qam28
17394750000-340256 qam29
18402750000-2.938256 qam30
19410750000-2.738256 qam31
20418750000-2.740256 qam32
21426750000-2.738256 qam33
22434750000-2.538256 qam34
23442750000-2.738256 qam35
24450750000-2.538256 qam36


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.920342
2Locked38.617380
3Locked38.93330
4Locked38.93140
5Locked38.92590
6Locked38.92430
7Locked38.92330
8Locked38.62000
9Locked38.61860
10Locked38.91830
11Locked38.92650
12Locked38.93470
13Locked38.91180
14Locked38.9930
15Locked38.91230
16Locked38.6860
17Locked40.3830
18Locked38.9880
19Locked38.9640
20Locked40.31010
21Locked38.9420
22Locked38.6560
23Locked38.9740
24Locked38.9920
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sueytopia
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Message 3 of 17
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Re: Slow speeds, regular dropouts, video buffering and errors in log

Here is upstream

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000050.5512064 qam6
25370021051512064 qam5
33260000049.5512064 qam8
43940000049.8512064 qam7


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA0010
3ATDMA0040
4ATDMA0010
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sueytopia
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Message 4 of 17
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Re: Slow speeds, regular dropouts, video buffering and errors in log

And here is the configuration tab

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm


Primary Downstream Service Flow
SFID652464
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID652463
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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sueytopia
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Message 5 of 17
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Re: Slow speeds, regular dropouts, video buffering and errors in log

Also, as I saw this in a reply to another thread, when I did the Samknows speedtest today I also checked my hub for the reported connection speed for the device I was using which was 1000.

The complete data for that test was:

Latency
23.0 ms

Jitter
4.00 ms

Download
15.0 Mbps

Upload
21.1 Mbps

 

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sueytopia
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Message 6 of 17
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Re: Slow speeds, regular dropouts, video buffering and errors in log

I also should have mentioned in my original post, that I have already done the pin-hole reset of the hub a few days ago. So these results are post-reset. If anything it has been worse since then 😪

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MikeRobbo
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Message 7 of 17
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Re: Slow speeds, regular dropouts, video buffering and errors in log

IMHO the first thing to do is try another Cat 5e or better ethernet cable and test again at Sam Knows.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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sueytopia
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Message 8 of 17
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Re: Slow speeds, regular dropouts, video buffering and errors in log

Ok, thanks, I will do that 🙂

Are you able to give me any info on the  error messages? Speed and buffering issues are also happening on other devices that are connected to the hub directly, such as the Tivo.

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jbrennand
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Message 9 of 17
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Re: Slow speeds, regular dropouts, video buffering and errors in log

Try Mikes suggestion. BQM looks ok to me. The stats aren't great. Up power levels are high (within range though) and showing T3 timeouts which aren't good. And there are quite a few RS errors for a Hub that has been recently reset and rebooted.

TBH I think you need a VM person to take a look at the connection with their more detailed tools. You could try calling in (at 08.00) and hope you get an agent who doesn't fob you off !

Worth switching it off and unplugging for 5' When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't.

--------------------
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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sueytopia
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Message 10 of 17
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Re: Slow speeds, regular dropouts, video buffering and errors in log

Thanks very much for your help. I will try replacing the cable as Mike suggested but, as I said, issues are noticable on other equipment that is connected directly into the router, so the additional info is very helpful. I expect if I get through to someone they will attempt to blind me with science so having some detail about the specific things to bring to their attention is going to be very useful 🙂

Have been with VM and predecessorts since my town was cabled many years ago and this is without a doubt the worst I have ever seen. I have always been really happy with the speed and reliability. Neighbours are also reporting issues in recent weeks but now that we have FTTP services coming on stream locally, so we're no longer "hostage" to VM if we want a decent speed connection, I can envisage cancelling and moving on if this is not resolved quickly.

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