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Terrible download speed, packet loss and ping problem

Hi. I am living in a flat with just myself and my girlfriend. Our landlord supports us with Virgin Media WiFi. I'm not sure what the package she owns but the download speeds are terrible. I think on a very good day (1 day in a whole week) I can download at 1mb/s. The rest of the days I will be downloading anywhere from 30kb/s to 700kb/s. This to me is extremely terrible. I can't do anything.

I'm a big gamer and playing games can be sometimes very fine. I can play at 30-40ms for maybe 20 minutes and then very suddenly the ping will spike up to 990, sometimes 1500ms and fluctuate between 200-600 mainly. Then it will go back down to the usual 30-40ms and spike back up again. It seems to be very sudden and random. My girlfriend isn't doing anything on her device while this is happening. 

I've noticed that opening a web page whilst on my computer while playing a game like Rocket League will spike my ping from 30 to 400 instantly! By just opening a web page! And that seems to kick it off and it won't go back down until I wait for 5 minutes. Shortly after, it'll spike again.

I did a ping to google.com via Command Prompt and here are my results

""

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Minimum = 221ms, Maximum = 326ms, Average = 278ms

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Minimum = 53ms, Maximum = 339ms, Average = 256ms

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Minimum = 25ms, Maximum = 337ms, Average = 248ms

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Minimum = 30ms, Maximum = 347ms, Average = 228ms

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Minimum = 30ms, Maximum = 326ms, Average = 146ms

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Minimum = 316ms, Maximum = 877ms, Average = 459ms

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Minimum = 309ms, Maximum = 335ms, Average = 322ms

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Minimum = 271ms, Maximum = 328ms, Average = 309ms

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Minimum = 26ms, Maximum = 313ms, Average = 165ms

""

Some pings are 30-50ms and then the next ping (literally the next ping) will be 300ms. Sometimes it can reach 1500ms just by sitting on my desktop pinging Google.

I'm currently connected via a 100mb/s ethernet cable. Before I moved here, this ethernet cable proved reliable. It seems to be only this internet. 

I have the capability of logging in to the Virgin Media router settings via the default gateway if any changes need to be made there. I have had permission by the landlord to configure the settings to my likings. 

I've contacted her to phone up Virgin Media herself to see if anything can be done but since she's not native English, she refuses. I'm very stuck. I can't even get my own Virgin Media package here because she's on a contract. I'm also mid-contract and I'm paying £33.99 for no internet of my own. I'm using my landlord's and hers compared to mine is just flat terrible. What can I do?

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Alessandro Volta
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Re: Terrible download speed, packet loss and ping problem

What speed do you get at >> speedtest.net << with a direct connection using a Cat 5E/6 cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

What is the contracted speed ?

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

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.

Post a link to your BQM on here.

Instructions for posting BQM 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.

Then

 

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 click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow 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.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Terrible download speed, packet loss and ping problem

Hello 🙂

These are my speedtest.net results

10336482302.png

I'm not sure what the contracted speed is as my landlord won't disclose that information to me but judging by the speed I'm getting, it's most likely the 50MB package.

I've checked the Check Service Status and it cannot find anything wrong apart from TV around the area

All connections are finger tight and not loose in any way

Here's my BQM:

My BQM 

 

On 192.168.01 (not modem mode), my results are:

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Re: Terrible download speed, packet loss and ping problem

Downstream bonded channels

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

1419000000-0.736256 qam32
22030000005.538256 qam9
32110000005.438256 qam10
42190000004.938256 qam11
52270000004.437256 qam12
62350000003.937256 qam13
72430000003.437256 qam14
82510000002.237256 qam15
92590000002.237256 qam16
102670000002.437256 qam17
112750000002.437256 qam18
122830000002.737256 qam19
132910000002.737256 qam20
142990000002.737256 qam21
153070000002.937256 qam22
163150000002.237256 qam23
173230000002.237256 qam24
183630000002.237256 qam25
193710000001.937256 qam26
203790000001.237256 qam27
213870000000.737256 qam28
223950000000.537256 qam29
23403000000037256 qam30
24411000000036256 qam31



Downstream bonded channels

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

1Locked36.600
2Locked38.980
3Locked38.650
4Locked38.950
5Locked37.660
6Locked37.640
7Locked37.640
8Locked37.360
9Locked37.320
10Locked37.6120
11Locked37.310
12Locked37.670
13Locked37.600
14Locked37.660
15Locked37.640
16Locked37.600
17Locked37.600
18Locked37.600
19Locked37.350
20Locked37.600
21Locked37.670
22Locked37.660
23Locked37.600
24Locked36.690
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Re: Terrible download speed, packet loss and ping problem

Upstream bonded channels

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

1258000004.025512064 qam11
2394000004.45512064 qam7
3462000004.575512064 qam3
4326000004.35512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Terrible download speed, packet loss and ping problem

Network Log

Time Priority Description

01/01/1970 00:01:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 01:01:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 00:26:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 20:31:12noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 20:28:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 19:39:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 02:06:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 22:33:16criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 21:09:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 21:09:25Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 21:03:31noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 21:03:23Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 21:03:1noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 22:17:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2020 19:06:5Warning!TEK Invalid - Invalid Key Sequence Number;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 21:29:21ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 03:05:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 01:01:26ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Terrible download speed, packet loss and ping problem

Please bare in mind that people in my property have tried to restart the router multiple times and possible input incorrect passwords as we've tried to reset the router back to factory settings at times. That would explain most of the logs.

Thanks!

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Helpful Answer

Re: Terrible download speed, packet loss and ping problem

Your Downstream Power Levels individually are all in spec but the differential between the lowest -0.7dBmV and the highest +5.5dBmV is too big.

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

If that doesn't work you will need an engineer to put things right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Terrible download speed, packet loss and ping problem

Thanks for your reply. I'd like to point out that I've already tried rebooting, unplugging, and resetting the hub quite a few times. I might have to wait for a member of staff but the awkward thing is I'm not the owner of the internet. I merely just live here with the internet. My landlord owns it, however, she won't do anything to fix it. Would an engineer still come out?

Thanks

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Re: Terrible download speed, packet loss and ping problem


@lowy wrote:

Thanks for your reply. I'd like to point out that I've already tried rebooting, unplugging, and resetting the hub quite a few times. I might have to wait for a member of staff but the awkward thing is I'm not the owner of the internet. I merely just live here with the internet. My landlord owns it, however, she won't do anything to fix it. Would an engineer still come out?

Thanks


You won't get an engineer out until the contract holder requests one.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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