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krappleby
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Super slow, and constant issues for 3 months FEDUP

OK, 

so we got virgin installed about 4 months ago and to tell you the truth its been absolutely ridiculous, we have called numerous times about the problems to be fobbed off by your usual rubbish like, reboot the modem, you have too many things connected, we cant see any problems, well I've just about had enough.

The last guy said to me on the phone, "that should resolve the issue I've boosted the signal in the house"...now, maybe you can fob off some people who haven't got a clue.. but I'm an electrical engineer hobbyist and i know you cannot BOOST the signal inside the house.. you can change from one MHZ to another MHZ but that doesn't BOOST the signal.

this morning I created a video, and since 9am have been uploading it, its now 1.46pm that's 5 hours and its only at 36%.

absolutely ridiculous, so I thought speed test the broadband, so I did, I have used 6 different sites, five of them I found myself and the one you suggest.. 

well the five sites all report the same....   

UP - around 0.4 - 0.6mb/sec and DOWN - 0.6 to 0.8mb/sec

your system reports

UP - around 1.3mb/sec and DOWN 2.4mb per sec... 

So you fake the results and hope people wont notice. I'm just about fed up with virgin services, they are absolute rubbish, we have been having constant failures numerous times  a day for the last three months, we have had a new router installed, but no change. 

I am trying to set up YouTube streaming, but nothing seems to work due to the up and down speed and the constant failures.

let me do some actual maths here.. 

Video file = 380mb in size. currently at 36% so only 136mb transferred, been five hours that is 27mb per hour, which in turn is 0.45mb per minute, which results in an upload speed of 0.0076mb or (0.07kbps - slower than a 56k modem) per second. that is way way way lower than your minimums should be.

I have suffered from this problem before, when living in Holland, and the problem. was not with the house or the internal connection but was rather to do with the connection from the house to the box in the street.. This is by far the worst broadband I have ever had.. I wouldn't mind as much, but I'm paying over £70 a month for this crap.

To date we have paid you almost £280 for a service. I could have used the royal mail and hand delivered everything instead, and it would have been cheaper.

Get someone who is competent to contact us

ACCT NO : [removed]

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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krappleby
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Re: Super slow, and constant issues for 3 months FEDUP

I assumed that one of your were looking at this, as my internet suddenly shot up to 5mb download and upload for about 2 mins, now its back down to super slow again.. another speed test, reveals 0.5mb/s down and 0.8mb/s up.....

something definately wroing

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krappleby
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Re: Super slow, and constant issues for 3 months FEDUP

since contacting you on this forum, my video has now uploaded, that was 230mb in less than 20 mins, wow.. much better, and once again  after my last post my internet has sped up again, but for how long this time.. 

so 230mb in less than 20 mins, but it took five hours this morning to upload 120mb..

 

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conman33158
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Re: Super slow, and constant issues for 3 months FEDUP

Can you please upload your router stats

Type 192.168.0.1 or (192.168.100.1 if you have your Hub in Modem mode) into your address bar at the top of your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on:

Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs, if you get a yellow warning just click the Post button again. You can use more than one post for each item if needed.

If you get a warning when you hit “Post” just hit “Post” again and it should work ok!

Please do not use screenshots

Also can you please setup a Broadband Quality Monitor (BQM) at thinkbroadband.com. Just click on Create a new monitor.

Post a 'Live Link' to your BQM on here asap.

Under your graph you just created Click (Share Live Graph) then click generate.

Copy the text in the Direct Link box and paste it on here

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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krappleby
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Re: Super slow, and constant issues for 3 months FEDUP

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

11947500006.440256 qam8
2138750000840256 qam1
31467500007.540256 qam2
4154750000740256 qam3
5162750000740256 qam4
61707500006.640256 qam5
71787500006.540256 qam6
81867500006.840256 qam7
9202750000640256 qam9
102107500005.640256 qam10
112187500005.440256 qam11
122267500005.140256 qam12
13234750000540256 qam13
14242750000540256 qam14
152507500004.840256 qam15
162587500004.540256 qam16
172667500004.140256 qam17
18274750000440256 qam18
192827500003.940256 qam19
20290750000440256 qam20
212987500004.340256 qam21
223067500004.640256 qam22
233147500004.540256 qam23
243227500004.840256 qam24



Downstream bonded channels

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

1Locked40.9120
2Locked40.9290
3Locked40.9340
4Locked40.9220
5Locked40.3250
6Locked40.9310
7Locked40.3400
8Locked40.9380
9Locked40.9220
10Locked40.9140
11Locked40.3150
12Locked40.9120
13Locked40.9170
14Locked40.9310
15Locked40.9180
16Locked40.9440
17Locked40.990
18Locked40.9200
19Locked40.3100
20Locked40.3400
21Locked40.3160
22Locked40.9160
23Locked40.980
24Locked40.9400

 

 

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krappleby
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Re: Super slow, and constant issues for 3 months FEDUP

Upstream bonded channels

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

15370001740.5512064 qam10
23940003140.5512064 qam12
34619998840.5512064 qam11
46030001440.5512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0020
3ATDMA0010
4ATDMA0010

 

 

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
254k;fg87dsfd;kfoA,.iyewrkldJ


Primary Downstream Service Flow
SFID12502
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID12443
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

 

Network LogTime Priority Description
22/02/2021 14:05:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 02:37:35noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2021 02:37:35ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/02/2021 01:59:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:08:3noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 16:07:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 12:37:0noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 11:54:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2021 11:54:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 20:09:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 12:31:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/02/2021 12:31:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/02/2021 22:23:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 22:17:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 22:17:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 15:26:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 10:17:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/02/2021 10:17:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 02:49:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 22:17:26noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

Here is the broadband monitor i think 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4c7c650fba1c7075b2a93cbdba16d6574664fec9

 

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conman33158
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Re: Super slow, and constant issues for 3 months FEDUP

Your router stats look fine mate, we'll let your BQM run for a while, typically overnight and see if it shows anything which could be causing problems 🙂

***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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krappleby
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Re: Super slow, and constant issues for 3 months FEDUP

Hi conman, 

and here in lies the problem, yes the stats look fine.. the graph only shows latency, doesn't show the speeds, as i said earlier my internet connection was running at 0.5mb/s download.. that is abysmal.. been having problems for 4 months.. but its all about what cannot be seen. 

when i posted on here, it suddenly shot up to over 6mb per sec, then went back down, after hte second post it shot up to 10mbs and currenlty its not too bad, but still only around 4mb/s when we should be getting 200Mbs (or 20MB/s) at peak time, and peak is in 5 hours.. 

we are paying for M200 internet and our connection is M6 if that... 
something needs to be thoroughly investigated, i have just looked at our box outside, if you can call it a box, its hanging off the wall. and all it is is two cables connected to each other, no splitter, no nothing, just joined by a metle connector.. dont know if thats right, the cable also looks shabby, and brittle..

i believe the problem lies from our property to the street box.

 

 

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conman33158
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Re: Super slow, and constant issues for 3 months FEDUP

Are you using wired or wireless?

What speed do you get on https://speedtest.samknows.com/ with direct wired connection from PC/Laptop to router using a Cat 5e cable or better with a 1Gbps capable Ethernet network card?

  1. Make sure the cable is Cat 5e or better
  2. Make sure your PC/laptop has a 1Gbps or better network card
  3. Make sure Hub is NOT in modem mode
  4. Disconnect all other Ethernet cables when running the test
***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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conman33158
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Message 10 of 10
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Re: Super slow, and constant issues for 3 months FEDUP

......also your connection is M500 not M600 but yes, you show be getting a lot faster speed on a wired connection. The BQM will check the line coming right up to the router, so if there is a problem it will be reflected in the graph.

Primary Downstream Service Flow

SFID12502
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID12443
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
***********************************************************************************************************************************
Super Hub 4.0 (modem mode) - Gig1 Fibre FTTP - Asus RT-AX82U & Asus RT-AX56U with AiMesh setup
***********************************************************************************************************************************
My Broadband Ping - conman33158
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