Virgin Media Community

[TheCoeFamily]

PLEASE HELP!

My son loves to stream on Twitch and because he works during the day he is only able to do so in the evening times, between 6pm - 11pm. On weekends he streams during the day, perfectly in good quality, upload speed maintaining between 15-30mbps (you only need 6mbps for Twitch).

HOWEVER, EVERY evening the upload speed is terrible, constantly dropping to as low as 0.1mbps, naturally killing his stream, making it virtually impossible for him to keep it going in the evenings.

Been through the usual calls, no-one seems to be able to actually understand the problem, just constantly being told to turn the hub off and on again, make sure the wires are in properly etc. (we are on the 'FASTEST' WiFi package available right now).

Can someone please advise what we can do here, as currently we are paying A LOT of money for a broadband service we are not getting? As I say, we only need a consistent 6mbps to stream to Twitch, and when we are jumping from 20mbps to 0.1 mbps of upload every evening it makes streaming impossible, and is quite sad for my son who has spent a lot of money on equipment.

Before you ask, YES we are using an ethernet cable directly to his PC, and the PC CPU is not the issue here, it is the constant drops in upload speed. 

PLEASE help? 😞

[MikeRobbo]

Which Hub do you have ?

What is your contracted speed ?

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

[MikeRobbo]

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 'Live 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

[MikeRobbo]

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, 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.

[TheCoeFamily]

Hi Mike, again appreciate you getting back to me.

Here is the link to the graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/db0208e0cdf0a2155dcdc584a9435191c7... 

[TheCoeFamily]

Hi Mike, thanks for getting back to me.

We have the super hub 3 and we are on the M600 fibre package, advertised download speeds of 636 Mbps and 41 Mbps of upload, saying we are 'Guaranteed' half of this speed at all times.

When running the test on my sons PC right now at 4:45pm, numbers look excellent, download speed at 656 Mbps and upload at 40 Mbps. However I know that when my son tests it each evening when he wants to stream on Twitch, the upload is very unpredictable, and in one test will show 20 Mbps of upload, and in the very next one show 1 Mbps, and then back up, and back down, making it impossible to hold a stream on Twitch that we just need a consistent 6 Mbps of upload for.

[TheCoeFamily]

Thank again Mike, there seems to an error on this site as I am trying to reply but keep getting 'server error' 😄

I will use one post for each tab 🙂 Also these stats are sent now at 4:50pm Sunday. Not sure if they'd differ in the evenings which is when we are having the streaming to Twitch issues?

Downstream bonded channels

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

1	330750000	5.4	40	256 qam	25
2	202750000	5	40	256 qam	9
3	210750000	4.9	40	256 qam	10
4	218750000	4.9	40	256 qam	11
5	226750000	4.9	40	256 qam	12
6	234750000	5	40	256 qam	13
7	242750000	4.9	40	256 qam	14
8	250750000	4.9	40	256 qam	15
9	258750000	4.9	40	256 qam	16
10	266750000	4.9	40	256 qam	17
11	274750000	5	40	256 qam	18
12	282750000	5.1	40	256 qam	19
13	290750000	5	40	256 qam	20
14	298750000	5.3	40	256 qam	21
15	306750000	5.3	40	256 qam	22
16	314750000	5.3	40	256 qam	23
17	322750000	5.3	40	256 qam	24
18	370750000	4.8	40	256 qam	26
19	378750000	4.9	40	256 qam	27
20	386750000	4.9	40	256 qam	28
21	394750000	5	40	256 qam	29
22	402750000	5.1	40	256 qam	30
23	410750000	5.1	40	256 qam	31
24	418750000	5	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	8	0
2	Locked	40.9	40	0
3	Locked	40.9	13	0
4	Locked	40.3	15	0
5	Locked	40.9	26	0
6	Locked	40.9	23	0
7	Locked	40.3	31	0
8	Locked	40.3	27	0
9	Locked	40.3	35	0
10	Locked	40.3	21	0
11	Locked	40.3	10	0
12	Locked	40.3	13	0
13	Locked	40.9	7	0
14	Locked	40.9	26	0
15	Locked	40.3	24	0
16	Locked	40.9	19	0
17	Locked	40.9	19	0
18	Locked	40.9	5	0
19	Locked	40.3	12	0
20	Locked	40.9	10	0
21	Locked	40.3	9	0
22	Locked	40.3	9	0
23	Locked	40.3	10	0
24	Locked	40.9	11	0

[TheCoeFamily]

Upstream bonded channels

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

1	46200000	43.3	5120	64 qam	1
2	25800000	42.8	5120	64 qam	4
3	32600000	42.8	5120	64 qam	3
4	39400000	43.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

[TheCoeFamily]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	Bsgvca69834ncxv9873254k;f

Primary Downstream Service Flow

SFID	374
Max Traffic Rate	690000278
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	373
Max Traffic Rate	44000278
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[TheCoeFamily]

Network Log

Time Priority Description

22/11/2020 16:28:19	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2020 16:25:9	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 14:06:1	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 03:04:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2020 03:04:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/11/2020 08:36:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 14:50:11	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2020 00:02:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 15:04:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/11/2020 15:04:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:23:44	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:23:42	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:22:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:08:45	critical	Received 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;
12/11/2020 02:08:7	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:08:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:08:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:08:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 02:08:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2020 00:19:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;