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Milo756
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Speed/dropout issues when wired and wireless

Hi,

I had Virgin broadband installed on the 18th of August and it's been a bit unreliable since (small semi detached house, router downstairs in the lounge and I work upstairs on WiFi directly above it) sometimes the WiFi will run incredibly slow, even when you're in the same room at the hub 3, or the whole lot will drop out altogether and you have to wait while everything connects up again (we have about 15 devices total, but not all on and in use at once). Last Friday we received a WiFi pod to plug in upstairs on the landing which does seem to be helping a bit with WiFi strength, however it can often be very erratic. I have also been considering getting a mesh WiFi system similar to what we had with our old BT connection, however I'm worried that the problem might not just be with the WiFi, so I wanted to check in here first before we go down that path. To try and further troubleshoot the issue I have tried rebooting and resetting the Hub 3, as well as tried wiring in my laptop with 2 separate cat 6 Ethernet cables and a separate USB network adapter. When wired in I only get 150mbps down which sounds a lot but we are on an M350 package so I would expect to get closer to the advertised speed. Full disclosure, we have rang up and asked to be dropped down to the M200 package, however this will take a month or more to switch over to, so whilst we are paying for M350 I would expect those speeds when wired in, however we don't even get the M200 speeds at the moment.

In terms of the WiFi I haven't tried turning off the optimisation and splitting the 2G and 5G yet as I've seen mentioned in here before, but I can do that next if it's worth a try? I did wonder if I did that would the WiFi pod still work?

 

Thanks in advance for any help given, it's much appreciated.

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jbrennand
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Re: Speed/dropout issues when wired and wireless

Ok lets look at the connection data - can you do this.....
______________________________________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up, DO NOT login - click on the “router status” icon/text at bottom-middle or top/right of the first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

Also, in the meantime... If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
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.
Travis_M
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Re: Speed/dropout issues when wired and wireless

Hi @Milo756

 

Thanks for posting on our community forum!

 

How are you getting on with your connection today? Are the speeds still dropping?

 

Regards

Travis_M
Forum Team



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Milo756
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Re: Speed/dropout issues when wired and wireless

Hi John, Travis,

 

Thank you for the responses. On Wednesday I put the hub into modem mode and installed a Google nest WiFi system which seems to have resolved my WiFi connectivity issues. Unfortunately I still seem to get speed drops at certain times in the day, over both WiFi and wired and occasionally the hub itself will go, the connection will drop and the light will flash. Once it gets back to a solid red light the connection starts working again on my devices. So I think there may still be something up with the Virgin connection itself although I can't be certain as I'm not sure if this is deemed normal behaviour.

I will setup the broadband monitor and I will also post again with the logs from the hub.

 

Thanks again for the help, it's much appreciated

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Milo756
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Re: Speed/dropout issues when wired and wireless

Hi John,

Please see below for logs:

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 1.7 38 256 qam 25
2 203000000 2.7 38 256 qam 9
3 211000000 2.7 38 256 qam 10
4 219000000 2.7 38 256 qam 11
5 227000000 2.5 38 256 qam 12
6 235000000 2.4 38 256 qam 13
7 243000000 2.2 38 256 qam 14
8 251000000 2 38 256 qam 15
9 259000000 1.7 38 256 qam 16
10 267000000 1.5 38 256 qam 17
11 275000000 1.2 38 256 qam 18
12 283000000 1.4 38 256 qam 19
13 291000000 1.4 38 256 qam 20
14 299000000 1.5 38 256 qam 21
15 307000000 1.5 38 256 qam 22
16 315000000 1.5 38 256 qam 23
17 323000000 1.5 38 256 qam 24
18 339000000 1.9 38 256 qam 26
19 347000000 1.9 38 256 qam 27
20 355000000 1.9 38 256 qam 28
21 363000000 1.7 38 256 qam 29
22 371000000 1.7 38 256 qam 30
23 379000000 2 38 256 qam 31
24 387000000 1.7 38 256 qam 32


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 0 0
2 Locked 38.6 6 0
3 Locked 38.6 5 0
4 Locked 38.9 5 0
5 Locked 38.9 5 0
6 Locked 38.9 5 0
7 Locked 38.6 5 0
8 Locked 38.9 5 0
9 Locked 38.6 6 0
10 Locked 38.6 5 0
11 Locked 38.9 11 0
12 Locked 38.9 11 0
13 Locked 38.9 6 0
14 Locked 38.6 7 0
15 Locked 38.9 4 0
16 Locked 38.6 5 0
17 Locked 38.9 5 0
18 Locked 38.6 5 0
19 Locked 38.9 6 0
20 Locked 38.9 5 0
21 Locked 38.9 5 0
22 Locked 38.9 5 0
23 Locked 38.6 6 0
24 Locked 38.9 0 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 29.3 5120 64 qam 1
2 39400000 29 5120 64 qam 4
3 46200000 29 5120 64 qam 3
4 53700000 29 5120 64 qam 2


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
01/09/2021 17:16:22 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 14:03:10 Warning! RCS Partial Service;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 12:39:21 notice LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 11:55:6 critical No Ranging Response received - T3 time-out;CM-xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 11:12:22 Warning! RCS Partial Service;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
01/09/2021 00:18:29 notice LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 23:42:8 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 10:29:2 notice LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:59:32 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:56:23 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 17:01:41 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 15:18:48 notice LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 14:46:11 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 12:23:43 notice LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
27/08/2021 01:36:36 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
26/08/2021 23:36:30 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=0xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 18:25:45 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
24/08/2021 18:20:33 notice LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 22:34:17 critical No Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
23/08/2021 18:53:42 notice LAN login Success;CM-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxxxxxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

 

Thanks again

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Adduxi
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Re: Speed/dropout issues when wired and wireless

Upstream power is too low, should be between 34 and 51.  You will need an engineer to fix this.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Milo756
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Re: Speed/dropout issues when wired and wireless

Hi Adduxi,

Thank you for the reply - that's good to know. Is this sometime you usually need to ring up about to book someone in or can it be picked up by VM from here?
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lotharmat
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Re: Speed/dropout issues when wired and wireless

They will pick it up from here could take a day or 2 though! - You can try calling on 150 (or 0345 454 1111) but customer services are pretty poor, follow a script and will likely try and fob you off with " you need a speed upgrade to rectify this" - You don't - you need a tech visit!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

jbrennand
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Re: Speed/dropout issues when wired and wireless

I have asked VM to come here and look at the Up power levels

--------------------
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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Message 10 of 12
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Re: Speed/dropout issues when wired and wireless

Hi @Milo756

 

Thanks for posting on our community forum, sorry to hear you're experiencing issues with your broadband connection.

 

I'm going to private message you now to collect some more information and to investigate this, please keep an eye on your inbox.

 

Regards

Travis_M
Forum Team



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