Menu
Reply
daretzky
  • 12
  • 1
  • 4
On our wavelength
472 Views
Message 1 of 11
Flag for a moderator

Unusable broadband speed.- Cambridge

Hi,
Since yesterday my M100 works with ~1.5Mbps. Both cable and Wi-Fi. 
I checked the cables. I've restarted the hub number of times, speed gets back to normal after this for about a minute and drops down again. I've run all the service checks on hub and VM platform and they don't see any issue with it. 

I called 0800 561 0061, but it says that there are no issues in my area. 
I tried calling the helpline but after 2hours of waiting tormented by their pop songs I gave up.
How am I supposed to report this issue?

My BQM 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
469 Views
Message 2 of 11
Flag for a moderator

Re: Unusable broadband speed.- Cambridge

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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
daretzky
  • 12
  • 1
  • 4
On our wavelength
456 Views
Message 3 of 11
Flag for a moderator

Re: Unusable broadband speed.- Cambridge

Thank you for your quick answer.

Downstream bonded channels

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

12030000008.340256 qam9
2211000000838256 qam10
32190000008.140256 qam11
42270000007.638256 qam12
52350000007.440256 qam13
6243000000738256 qam14
72510000007.440256 qam15
82590000007.538256 qam16
92670000007.540256 qam17
102750000007.640256 qam18
112830000007.540256 qam19
122910000007.838256 qam20
132990000008.438256 qam21
143070000008.540256 qam22
15315000000940256 qam23
163230000009.340256 qam24
174270000007.340256 qam25
184350000007.540256 qam26
194430000007.340256 qam27
204510000007.140256 qam28
214590000007.140256 qam29
22467000000740256 qam30
234750000007.840256 qam31
244830000007.440256 qam32



Downstream bonded channels

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

1Locked40.350
2Locked38.960
3Locked40.900
4Locked38.650
5Locked40.360
6Locked38.900
7Locked40.350
8Locked38.950
9Locked40.360
10Locked40.340
11Locked40.340
12Locked38.940
13Locked38.940
14Locked40.350
15Locked40.930
16Locked40.300
17Locked40.350
18Locked40.3120
19Locked40.360
20Locked40.340
21Locked40.3100
22Locked40.310
23Locked40.300
24Locked40.360

 

 

0 Kudos
Reply
daretzky
  • 12
  • 1
  • 4
On our wavelength
453 Views
Message 4 of 11
Flag for a moderator

Re: Unusable broadband speed.- Cambridge

Upstream bonded channels

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

1394000003.975512064 qam6
2258000003.975512064 qam8
3462000004512064 qam5
4326000003.975512064 qam7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

Network Log

Time Priority Description

08/10/2020 10:49:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 14:19:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 14:18:55Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 13:32:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 13:31:48Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2020 09:12:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 03:31:45ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 04:13:20ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 02:14:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 14:46:3ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/09/2020 01:05:2ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 11:58:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 11:24:6ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2020 18:50:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2020 07:03:58ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 08:20:19ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/09/2020 17:33:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 21:00:36ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 16:58:54ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

0 Kudos
Reply
jpeg1
  • 4.78K
  • 264
  • 772
Superstar
449 Views
Message 5 of 11
Flag for a moderator

Re: Unusable broadband speed.- Cambridge

According to those figures you should be getting a good service. The downstream levels are on the upper limit, but nothing to cause such an awful BQM.

Hopefully a Virgin staff person will see this before long and come to your aid.

0 Kudos
Reply
daretzky
  • 12
  • 1
  • 4
On our wavelength
425 Views
Message 6 of 11
Flag for a moderator

Re: Unusable broadband speed.- Cambridge

I finally got my call answered, but I didn't get any help at all.
All I heard is that they don't see anything wrong and it could be my VPN's fault.
My explanation that speed drops down even if I don't turn VPN on somehow couldn't get to the person I talked to. I guess I need to try again hoping that someone more competent will answer this time.

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
423 Views
Message 7 of 11
Flag for a moderator

Re: Unusable broadband speed.- Cambridge

To me your BQM looks like a utilisation problem, OK during the quiet hours overnight and completely swamped all other times.

Recheck 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 the area. Be aware that it isn't a manned line.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
daretzky
  • 12
  • 1
  • 4
On our wavelength
417 Views
Message 8 of 11
Flag for a moderator

Re: Unusable broadband speed.- Cambridge

I did recheck the Service Status and phone the number you provided. No issues detected.

Period when BQM looked OK is when none of my devices were online during the night.

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
415 Views
Message 9 of 11
Flag for a moderator

Re: Unusable broadband speed.- Cambridge

The BQM only tests to your Hub not the device.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
daretzky
  • 12
  • 1
  • 4
On our wavelength
412 Views
Message 10 of 11
Flag for a moderator

Re: Unusable broadband speed.- Cambridge

Thank you for explaining that.
0 Kudos
Reply