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Enigma80
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Message 1 of 17
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Slow speeds since engineer fixed outside box.

Hi all,

Over the past few months the cover on the outside box at the entry point on the wall kept coming off, eventually not properly staying on.  I also noticed a few wires loose so called up and they sent an engineer around on Tuesday to come and fix it.  Up until this point I've had not issues with connection or speed other than when the service has been down in the area.

I'm on 350Mbps and usually got 370Mbps+ off-peak and around 250Mbps+ peak.hours.  When the engineer came he realised the cable was too long and kept pushing the cover off, so he cut the cable shorter and connected it up again and fixed the cover.  The loose wires he said were spare wires and didn't have any affect on the connection etc. 

Anyway, since then I've been experiencing very slow connection speeds, highest being around 70Mpbs and the lowest around 17Mbps.  I'm currently working from home and have had issues working due to slow connection and my kids are unable to game online, streaming is also an issues, let alone all of this tying to happen at the same time.  My phone even drops the wifi in preference for 4G.  

I've tried getting Virgin support over webchat and keep being put into a queue for hours at a time and no-one comes.  I waited from 3pm today until, 10pm tonight and didn't hear anything.  I've been doing this since Tuesday a couple of hours after the guy left and we realised the internet was slow.

Any ideas what's happened and how to get it fixed?  

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e6d0dc738537ac98261baced80d2ac016091e9f4]My Broadband Ping[/url]
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MikeRobbo
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Alessandro Volta
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Message 2 of 17
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Helpful Answer

Re: Slow speeds since engineer fixed outside box.

If possible 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 should post the link straight away.

Please post a 'Live Link' to your BQM on here.

Instructions for posting BQM Live 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.
MikeRobbo
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Alessandro Volta
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Message 3 of 17
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Re: Slow speeds since engineer fixed outside box.

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Enigma80
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Message 4 of 17
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Re: Slow speeds since engineer fixed outside box.

Hi thanks for replying.

I logged into my router as I haven't for long time and realised that 5Ghz had been turned off for some reason over the past few days?  Could it have been the online diagnostics on the Virgin website that might have done that?  Anyway, d/l speed seems to have gone back to normal, although I seem to be down on what used to be consistently 36Mbps+ U/L speed.

Thanks again.

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e6d0dc738537ac98261baced80d2ac016091e9f4]My Broadband Ping[/url]
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Enigma80
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Re: Slow speeds since engineer fixed outside box.

Downstream bonded channels

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

1427000000-0.740256 qam37
22670000000.740256 qam17
32750000000.540256 qam18
42830000000.540256 qam19
52910000000.540256 qam20
62990000000.440256 qam21
73070000000.440256 qam22
8315000000040256 qam23
93230000000.240256 qam24
10331000000040256 qam25
11339000000040256 qam26
12347000000043256 qam27
13355000000040256 qam28
14363000000040256 qam29
153710000000.240256 qam30
16379000000040256 qam31
17387000000-0.543256 qam32
18395000000-0.740256 qam33
19403000000-0.540256 qam34
20411000000-0.740256 qam35
21419000000-140256 qam36
22435000000-0.940256 qam38
23443000000-140256 qam39
24451000000-1.240256 qam40



Downstream bonded channels

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

1Locked40.9190
2Locked40.960
3Locked40.350
4Locked40.960
5Locked40.950
6Locked40.940
7Locked40.950
8Locked40.960
9Locked40.970
10Locked40.980
11Locked40.980
12Locked43.350
13Locked40.960
14Locked40.970
15Locked40.970
16Locked40.960
17Locked43.3200
18Locked40.9200
19Locked40.9190
20Locked40.9200
21Locked40.9130
22Locked40.3190
23Locked40.340
24Locked40.910

 

Upstream bonded channels

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

13939998857512064 qam12



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
fd;kfoA,.iyewrkldJKDHSUBs



Primary Downstream Service Flow

SFID22486
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID22485
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e6d0dc738537ac98261baced80d2ac016091e9f4]My Broadband Ping[/url]
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Enigma80
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Message 6 of 17
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Re: Slow speeds since engineer fixed outside box.

Network Log

Time Priority Description

24/12/2020 01:30:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 10:13:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 10:12:34criticalReceived 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;
22/12/2020 10:12:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 10:12:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 10:12:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 10:12:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2020 10:12:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 08:23:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 01:28:47noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/12/2020 01:28:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2020 08:34:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 22:05:29noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 22:05:29ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 11:27:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 11:27:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 11:27:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 11:27:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 10:15:48Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 10:15:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e6d0dc738537ac98261baced80d2ac016091e9f4]My Broadband Ping[/url]
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Brava210
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Message 7 of 17
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Re: Slow speeds since engineer fixed outside box.

You only have 1 upstream channel, and the power level is too high at 57

******************************************************
Virgin BB 200, Hub 3, 3 x V6, TP-Link Deco AX20 x1, M5 x2 - United Artists/Telewest/VM Since 1990
Enigma80
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Message 8 of 17
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Re: Slow speeds since engineer fixed outside box.

How do I fix that or is it not something I can do?

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e6d0dc738537ac98261baced80d2ac016091e9f4]My Broadband Ping[/url]
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Brava210
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Message 9 of 17
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Re: Slow speeds since engineer fixed outside box.

Have you checked all your cables are nice and tight etc?

If so an Engineer visit may be needed

******************************************************
Virgin BB 200, Hub 3, 3 x V6, TP-Link Deco AX20 x1, M5 x2 - United Artists/Telewest/VM Since 1990
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Enigma80
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Message 10 of 17
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Re: Slow speeds since engineer fixed outside box.

Yes, but I'll recheck again.

Turning 5Ghz option on again helped bring the D/L speed back up to normal, but as I mentioned earlier it's the U/L speed that's seems to have lost around 10-15Mbps. 

 

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/e6d0dc738537ac98261baced80d2ac016091e9f4]My Broadband Ping[/url]
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