Menu
Reply
Pottercrewuk
  • 14
  • 0
  • 2
Tuning in
620 Views
Message 1 of 10
Flag for a moderator

Terrible Broadband Speeds

So frustrated for a couple of weeks our speeds have been going up and down and for the last week down to 0.35 download it is ridiculous worse than dial up speeds... when we reset the router as per your instructions it bangs up to over 100 for a whole 2 minutes then goes back down again, we have checked every possible avenue factory resets, checking cables, everything possible - the hub is a new Virgin one so it is most bizzare, it is like we are being capped or something as if the router can reset and be up on speed then drop it would seem likely that our bandwidth is being restricted.... Have complained and they have escalated our complaint but what I would like is an engineer to check it properly please is that too much to ask for a loyal customer of many years???

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.95K
Alessandro Volta
618 Views
Message 2 of 10
Flag for a moderator

Re: Terrible Broadband Speeds

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
Pottercrewuk
  • 14
  • 0
  • 2
Tuning in
601 Views
Message 3 of 10
Flag for a moderator

Re: Terrible Broadband Speeds

Hi 

Speed test came back 0.88 download and 0.38 up with latency of 28.

Went into hub and connected devices - ethernet on this desktop which I used to do the speed test is 100Mbps.

 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.95K
Alessandro Volta
596 Views
Message 4 of 10
Flag for a moderator

Re: Terrible Broadband Speeds

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.
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.95K
Alessandro Volta
595 Views
Message 5 of 10
Flag for a moderator

Re: Terrible Broadband Speeds

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.
0 Kudos
Reply
Pottercrewuk
  • 14
  • 0
  • 2
Tuning in
592 Views
Message 6 of 10
Flag for a moderator

Re: Terrible Broadband Speeds

My BQM 

0 Kudos
Reply
Pottercrewuk
  • 14
  • 0
  • 2
Tuning in
587 Views
Message 7 of 10
Flag for a moderator

Re: Terrible Broadband Speeds

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
331000000
Locked
Ranged Upstream Channel (Hz)
53700010
Locked
Provisioning State
Online

 

Downstream bonded channels

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

13310000001.440256 qam25
22670000001.240256 qam17
32750000001.240256 qam18
4283000000240256 qam19
52910000002.240256 qam20
62990000002.240256 qam21
73070000001.940256 qam22
83150000001.540256 qam23
93230000001.240256 qam24
10339000000140256 qam26
113470000000.740256 qam27
123550000000.540256 qam28
133630000000.540256 qam29
14371000000040256 qam30
15379000000040256 qam31
16387000000-0.540256 qam32
17395000000-0.540256 qam33
18403000000-0.740256 qam34
19411000000-0.940256 qam35
20419000000-140256 qam36
21427000000-140256 qam37
22435000000-0.740256 qam38
23443000000-140256 qam39
24451000000-0.940256 qam40



Downstream bonded channels

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

1Locked40.31154690
2Locked40.312411418
3Locked40.91984410
4Locked40.92074356
5Locked40.3924697
6Locked40.3535831
7Locked40.31064572
8Locked40.32094460
9Locked40.911812342
10Locked40.3313658
11Locked40.3693901
12Locked40.922811826
13Locked40.93963482
14Locked40.372311516
15Locked40.332028547
16Locked40.3473961
17Locked40.98241778
18Locked40.3783917
19Locked40.310712410
20Locked40.33033863
21Locked40.31823985
22Locked40.98346360
23Locked40.98278258
24Locked40.34776021

 

Upstream bonded channels

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

15370001046512064 qam5
26030000045.8512064 qam4
34620000045.8512064 qam6
43940000045.5512064 qam8

 

 

 

0 Kudos
Reply
Pottercrewuk
  • 14
  • 0
  • 2
Tuning in
586 Views
Message 8 of 10
Flag for a moderator

Re: Terrible Broadband Speeds

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt057-b.cm



Primary Downstream Service Flow

SFID650338
Max Traffic Rate117000047
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID650337
Max Traffic Rate10500047
Max Traffic Burst16320
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

29/12/2020 19:12:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:05:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:04:49Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:04:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:04:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:04:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:04:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:01:35Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:01:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:01:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:01:30criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 18:01:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 17:09:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 17:04:25criticalReceived 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;
29/12/2020 17:02:10Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 17:02:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 17:02:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 17:02:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 17:02:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

0 Kudos
Reply
Buffer6
  • 12.34K
  • 94
  • 655
Hero
552 Views
Message 9 of 10
Flag for a moderator
Helpful Answer

Re: Terrible Broadband Speeds

Click on check service at the top right of page

19 warnings or critical for today in your log + plus excessive post errors

Your BQM needs to build up, looks terrible as is.

49db3be10558562b3c8b721423c0056e52596339

Looks like an engineer's visit is required.

If you can't get through on the phone, you'll have to wait until one of the

Forum team picks up your thread, it could take up to a week depending on

the queue.

Don't bump your thread as it goes to the back of the queue then.

 

Pottercrewuk
  • 14
  • 0
  • 2
Tuning in
497 Views
Message 10 of 10
Flag for a moderator

Re: Terrible Broadband Speeds

Thank you for your assistance, we are attempting to contact Virgin to get an engineer, not at easy as it sounds after 40 mins on hold they cut us off so tried again and was again cut off, I am not giving up attempt number 3 waiting......

0 Kudos
Reply