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Speed Stability

For the past few weeks / months I have been experiencing speed stability issues which are getting progressively worse. To start with, speed would drop occasionally to around 50 mbs (should be 150), but the speed drops are now happening with increasing frequency and it has got to the stage where the slower speeds are now the norm, with high speeds maintained only on odd occasions every 3 or 4 days.

I have tried rebooting the router (SH2) and a factory re-set with no success. All connections are good and tight. One thing I have noticed is that the "2 headed arrow" icon (above the power indicator) is constantly flashing. I understood (perhaps wrongly?) that this should only occur when data is being transmitted, however, I disabled all wireless functionality, and disconnected all ethernet connections to the Superhub and the light continued to flash. Does this indicate a router fault?

I called support on 150 and was told that he flashing light indicated stability issues on Virgins network which he assured me would be fixed in 24 hours, however I am unconvinced. The operator seemed reluctant to listen to me and seemed most keen to just end the call and move on. I have the feeling I have been fobbed off (but could be wrong). Service status on the web site is showing no issues.

In summary: 

Consistently slow / erratic broad band speed (measured via ethernet);  Rebooting & re-setting has failed to resolve issue; all wires good and tight.  Stats as follows:

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz) 138750000 146750000 154750000 162750000 170750000 178750000 186750000 194750000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 1 2 3 4 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV) 1.91 2.46 1.91 2.47 1.60 2.40 1.50 2.41
RxMER (dB) 34.77 35.25 34.93 35.25 35.42 35.60 35.42 35.60
Pre RS Errors 380600 38673 122524 238746 322 305 327 281
Post RS Errors 173202 25365 13452 73602 300 301 301 275

 

Upstream  US-1 US-2 US-3 US-4

Channel Type 2.0 2.0 2.0 2.0
Channel ID 5 2 3 4
Frequency (Hz) 32600000 53700000 46200000 39400000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 42.50 42.00 42.75 42.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

 

General Configuration

Network Access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode EuroDOCSIS 3.0
Config File  

Primary Downstream Service Flow

SFID 32830
Max Traffic Rate 165000000 bps
Max Traffic Burst 42600 bytes
Min Traffic Rate 0 bps

Primary Upstream Service Flow

SFID 32829
Max Traffic Rate 10500000 bps
Max Traffic Burst 16320 bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 16320 bytes
Scheduling Type Best Effort

 

Network Log

First Time Last Time Priority Error Number Description
12/12/2019 13:30:35 GMT 12/12/2019 13:30:35 GMT Error (4) 68010302 DHCP WAN IP - [removed]
12/12/2019 13:29:30 GMT 12/12/2019 13:29:30 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/12/2019 11:34:39 GMT 12/12/2019 11:34:39 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/12/2019 11:33:48 GMT 12/12/2019 11:33:48 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/12/2019 11:33:48 GMT 12/12/2019 11:33:48 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/12/2019 11:33:40 GMT 12/12/2019 11:33:40 GMT Warning (5) 66050300 Auth Fail - Web login failed.
12/12/2019 11:32:27 GMT 12/12/2019 11:32:27 GMT Error (4) 68010302 DHCP WAN IP - [removed]
12/12/2019 11:31:23 GMT 12/12/2019 11:31:23 GMT Error (4) 68000407 TOD established
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Critical (3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established Notice (6) 84000510 Downstream Locked Successfully
12/12/2019 11:16:37 GMT 12/12/2019 11:16:37 GMT Warning (5) 66050310 Auth Success - Web login successful.
12/12/2019 10:53:23 GMT 12/12/2019 10:53:23 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
12/12/2019 08:19:31 GMT 12/12/2019 08:19:31 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out
12/12/2019 08:19:31 GMT 12/12/2019 08:19:31 GMT Critical (3) 82000200 No Ranging Response received - T3 time-out

 

Cliff

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Re: Speed Stability

Hello

Many thanks for the stats, I can see there is some problems with your downstream you have a large amount of Post RS Error, and also you logs show a few T3 error, you are going to need a VM staff member to check the backend.

Also to note 2 of the channels are very close to the RxMER (dB) lower limit of the specs.

Regards Mike

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Re: Speed Stability

Thanks. That seems to confirm my suspicions that it's not a general network issue as the support guy tried to tell me. Any idea re the constantly flashing double headed arrow?

Cheers,

Cliff

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Re: Speed Stability

From memory I believe the 2 arrows indicate synchronising / ready on the Hub 2. If you have internet then it's nothing to worry about however those T3 timeouts are concerning, I'd wait for someone from the forum team to double check. Most likely they'll send out a new Hub & if that doesn't work they'll do further diagnostics. 


** I work for VirginMedia but all opinions posted here are my own.
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Re: Speed Stability

Thanks. I must confess, a new hub is what I thought I may need.

Cheers,

Cliff

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