Menu
Reply
MrSheen2
  • 13
  • 0
  • 0
Joining in
444 Views
Message 1 of 8
Flag for a moderator

V slow speeds and constant dropouts - verging on unusable

Morning all!

There seem to be many wise heads on here, so hoping someone can help....

Long-term VM customer here - 350M broadband, full TV etc.  2 x V6 boxes, SH3 hub with the usual gadgets hanging off of the wifi.

Due to lockdown there are 3 of us working here, and we all have wired connections in to the router.

For some while we have been having problems with broadband (slow speed and dropouts, making things like Skype/teams calls virtually impossible) and pixelation on many channels.  

We were sent a new hub, just before lockdown - customer services thought the old one might be fault. During lockdown, we had an engineer visit, who stated that there were noise/interference problems and replaced all the connectors.  Things improved for a short while but now have deteriorated to the point that we are struggling big-time.

I'll post the usual router data to follow, together with a BQM chart - hoping someone can provide some help/advice...

 

0 Kudos
Reply
MrSheen2
  • 13
  • 0
  • 0
Joining in
442 Views
Message 2 of 8
Flag for a moderator

Re: V slow speeds and constant dropouts - verging on unusable

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
387000000
Locked
Ranged Upstream Channel (Hz)
53700092
Locked
Provisioning State
Online
 
 

 

Downstream bonded channels

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

1387000000-9.536256 qam26
2187000000-2.238256 qam7
3195000000-2.738256 qam8
4203000000-4.437256 qam9
5211000000-4.437256 qam10
6219000000-3.437256 qam11
7227000000-2.937256 qam12
8235000000-437256 qam13
9243000000-437256 qam14
10251000000-2.538256 qam15
11259000000-2.537256 qam16
12267000000-3.537256 qam17
13275000000-3.737256 qam18
14283000000-3.237256 qam19
15291000000-437256 qam20
16299000000-4.537256 qam21
17307000000-4.237256 qam22
18315000000-4.537256 qam23
19323000000-5.537256 qam24
20379000000-736256 qam25
21395000000-8.536256 qam27
22403000000-6.237256 qam28
23411000000-8.535256 qam29
24419000000-9.735256 qam30
0 Kudos
Reply
MrSheen2
  • 13
  • 0
  • 0
Joining in
441 Views
Message 3 of 8
Flag for a moderator

Re: V slow speeds and constant dropouts - verging on unusable

Upstream bonded channels

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

1537000925.1512064 qam2
2393999884.75512064 qam4
3461999934.9512064 qam3
4603000095.1512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply
MrSheen2
  • 13
  • 0
  • 0
Joining in
439 Views
Message 4 of 8
Flag for a moderator

Re: V slow speeds and constant dropouts - verging on unusable

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
a69834ncxv9873254k;fg87dsfd;kfo



Primary Downstream Service Flow

SFID30252
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID26139
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
0 Kudos
Reply
MrSheen2
  • 13
  • 0
  • 0
Joining in
438 Views
Message 5 of 8
Flag for a moderator

Re: V slow speeds and constant dropouts - verging on unusable

Network Log

Time Priority Description

21/05/2020 08:56:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:56:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:56:22criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:55:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:55:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:54:52Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:54:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:54:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:54:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:54:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:54:7criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:53:7Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:53:0criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:51:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:51:44criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:50:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:50:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:50:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:50:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2020 08:49:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
MrSheen2
  • 13
  • 0
  • 0
Joining in
430 Views
Message 6 of 8
Flag for a moderator

Re: V slow speeds and constant dropouts - verging on unusable

My Broadband Ping - My VirginMedia Broadband Connection

The big red block is where I turned off the router all night in the hope a long rest might help.... LOL

Hopefully this and previous posts can be interpreted by someone out there... any help would be gratefully received

0 Kudos
Reply
Lisa_CC
  • 3.98K
  • 236
  • 444
Moderator
Moderator
325 Views
Message 7 of 8
Flag for a moderator

Re: V slow speeds and constant dropouts - verging on unusable

Hi MrSheen2,

 

Sorry to hear you've been having problems with your broadband and for the inconvenience caused. I can see that an engineer visited since you last posted to check your broadband. Please monitor it and let us know if you experience anymore issues with it.

 

Thanks,

 

Lisa

0 Kudos
Reply
MrSheen2
  • 13
  • 0
  • 0
Joining in
265 Views
Message 8 of 8
Flag for a moderator

Re: V slow speeds and constant dropouts - verging on unusable

Am pleased to say that this is now fixed, though it required recabling of half the street.

Different teams/guys worked virtually all day and late into a Saturday evening to do this, so a massive pat on the back to them.  

However, one has to question VM's asset management processes - the old cabling was apparently crumbling in their hands yet several engineers had been out in the past and said everything in the street was fine.....

Will be monitoring how things play out going forward

0 Kudos
Reply