08-12-2021 13:37 - edited 08-12-2021 13:53
Hi,
My internet has been fine no real issues (even after upgrading to the hub 4).
I have the 350M broadband and I usually get the speeds expected via speed tests (300+ download and 30-40 upload)
Today out of the blue the download speed has been really low, like 0.05mbps! I have read other posts with similar issues which have stated low power issues in local area and are resolved by engineers coming out (not to the home but local area to fix issues).
I can’t log in via VPN for work at home and my daughter is home schooling at the moment as her class has been sent home for the next week or so!
My download speed is still ok (250+ mbps) I have done all the usual checks of cabling etc and have reset the hub and my router (I use a separate router and use the hub in modem mode).
I’ve checked for local issues in area, none for broadband at the moment. (TV is showing an issue). I also used the VM app to run tests which after the first test sends me to the VM website and when I run a test from there it comes back with:
What does this mean?
My postcode is CM19 5RB.
Can someone please help?!
Kind regards,
Rashid
on 08-12-2021 15:20
on 08-12-2021 18:56
Hi John,
Thank you for your response.
I have since run the diagnostics tool online at VM website and it doesn’t show an issue anymore.
I’ve been messaging a VM tech on WhatsApp (initially a bot but put through to a tech eventually). When they checked for issues this is what I got back:
“There is no outage however, our automated system has identified that the WiFi quality could be improved. It has also identified a very short term connectivity issue that we believe will be resolved very soon.
The network issue we've identified and that you should monitor the connection.”
I have been asked to perform reboots and pin resets (which puts the hub 4 back into router mode too). I still have the same issue using none of my own hardware.
they then asked me to tweak the WiFi settings in router admin settings which just made everything worse! Download down to 200mbps and upload is 0.08mbs!
they have nothing else to say at this stage and just want me to monitor for 24hours
what else can I do?! Is this really all that can be done for now?
kind regards,
rashid
08-12-2021 19:06 - edited 08-12-2021 19:14
But what did it report on the 0800 number?
Lets look at the connections data - can you do this....
____________________________________________
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 dont login [there should be no need to login if you have done so before - but you have the New Hub4 when I think you do] if not just click on the “router status” icon/text at bottom-middle or top/right of the Login page
Then just copy/paste the normal “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. If character limits are “exceeded” - just do two posts
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”. 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 then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality
on 08-12-2021 19:08
Hi Rashid,
I live up the road in 5RS and having the exact same issue with fast download but nearly no upload speed so it's not just you! It's been driving me crazy as thought it was an issue my end as there was no status saying there was an issue
I'll be contacting them now too
Kind regards
Ryan
on 08-12-2021 19:15
Hi John, sorry I forgot to mention the 0800 number report no fault in my local area.
yep sure.. please see below:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 6.099998 | 38.983261 | QAM256 | 25 |
1 | 139000000 | 9.699997 | 40.366287 | QAM256 | 1 |
2 | 147000000 | 9.199997 | 38.983261 | QAM256 | 2 |
3 | 155000000 | 9.199997 | 40.366287 | QAM256 | 3 |
4 | 163000000 | 8.699997 | 40.366287 | QAM256 | 4 |
5 | 171000000 | 8.199997 | 38.605377 | QAM256 | 5 |
6 | 179000000 | 7.800003 | 38.983261 | QAM256 | 6 |
7 | 187000000 | 7.599998 | 40.366287 | QAM256 | 7 |
8 | 195000000 | 7.199997 | 40.366287 | QAM256 | 8 |
9 | 203000000 | 6.699997 | 40.366287 | QAM256 | 9 |
10 | 211000000 | 6.800003 | 40.366287 | QAM256 | 10 |
11 | 219000000 | 6.699997 | 40.366287 | QAM256 | 11 |
12 | 227000000 | 6.699997 | 38.983261 | QAM256 | 12 |
13 | 235000000 | 6.800003 | 38.983261 | QAM256 | 13 |
14 | 243000000 | 7.000000 | 40.366287 | QAM256 | 14 |
15 | 251000000 | 6.800003 | 40.366287 | QAM256 | 15 |
16 | 259000000 | 7.199997 | 38.983261 | QAM256 | 16 |
17 | 267000000 | 7.400002 | 40.366287 | QAM256 | 17 |
18 | 275000000 | 7.699997 | 40.366287 | QAM256 | 18 |
19 | 283000000 | 7.199997 | 40.366287 | QAM256 | 19 |
20 | 291000000 | 7.000000 | 40.366287 | QAM256 | 20 |
21 | 299000000 | 7.000000 | 40.366287 | QAM256 | 21 |
22 | 307000000 | 6.900002 | 40.366287 | QAM256 | 22 |
23 | 315000000 | 6.699997 | 38.983261 | QAM256 | 23 |
24 | 323000000 | 6.599998 | 38.983261 | QAM256 | 24 |
26 | 339000000 | 6.099998 | 40.366287 | QAM256 | 26 |
27 | 347000000 | 6.000000 | 38.983261 | QAM256 | 27 |
28 | 355000000 | 5.800003 | 38.983261 | QAM256 | 28 |
29 | 363000000 | 5.500000 | 38.983261 | QAM256 | 29 |
30 | 371000000 | 5.500000 | 40.366287 | QAM256 | 30 |
31 | 379000000 | 5.300003 | 40.366287 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 38.983261 | 0 | 0 |
1 | Locked | 40.366287 | 0 | 0 |
2 | Locked | 38.983261 | 0 | 0 |
3 | Locked | 40.366287 | 0 | 0 |
4 | Locked | 40.366287 | 0 | 0 |
5 | Locked | 38.605377 | 0 | 0 |
6 | Locked | 38.983261 | 0 | 0 |
7 | Locked | 40.366287 | 0 | 0 |
8 | Locked | 40.366287 | 0 | 0 |
9 | Locked | 40.366287 | 0 | 0 |
10 | Locked | 40.366287 | 0 | 0 |
11 | Locked | 40.366287 | 0 | 0 |
12 | Locked | 38.983261 | 0 | 0 |
13 | Locked | 38.983261 | 0 | 0 |
14 | Locked | 40.366287 | 0 | 0 |
15 | Locked | 40.366287 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 40.366287 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.366287 | 0 | 0 |
20 | Locked | 40.366287 | 0 | 0 |
21 | Locked | 40.366287 | 0 | 0 |
22 | Locked | 40.366287 | 0 | 0 |
23 | Locked | 38.983261 | 0 | 0 |
24 | Locked | 38.983261 | 0 | 0 |
26 | Locked | 40.366287 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 38.983261 | 0 | 0 |
29 | Locked | 38.983261 | 0 | 0 |
30 | Locked | 40.366287 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
159 | 96 | 4K | 1880 | QAM4096 | 759 |
159 | Locked | 41 | 4.2 | 29947486 | 1299 |
on 08-12-2021 19:17
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39400000 | 40.770599 | 5120 KSym/sec | 32QAM | 4 |
2 | 46200000 | 40.770599 | 5120 KSym/sec | 32QAM | 3 |
3 | 53700000 | 41.770599 | 5120 KSym/sec | 32QAM | 2 |
4 | 60300000 | 42.270599 | 5120 KSym/sec | 32QAM | 1 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 1 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 2 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 8 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 7 | 0 |
on 08-12-2021 19:22
Networklog:
Wed Dec 8 17:39:44 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 17:39:51 20213No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:41:24 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:42:50 20213No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:43:06 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:52:09 20213No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 18:57:37 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;Wed Dec 8 19:01:48 20213No Ranging Response received - T3 time-out;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;
on 08-12-2021 19:29
Hi Ryan,
Yeah it’s a bit of a nightmare! Trying to work from home and daughter has to home school for the next week or so too! Not great timing but I guess it never is!
Yeah getting in touch is best thing to do and follow what they say which will just confirm and rule out a few obvious things then worst case you wait 24hours and if issue still persists they will hopefully allocate an engineer!
best of luck!
kind regards,
Rashid
on 08-12-2021 19:33