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ministerforship
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Message 1 of 9
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Varying speeds and intermittent connection issues

Over the last few months I have had connection issues. I have the 350MB package with Virgin. I have spoken to customer support/ tech support on a few occasions and once got through to someone really helpful who ran diagnostic on my router and saw that there were issues, new router installed and still the same issues prevail.

The issues are: Wildly varying d/l speeds throughout the day on wifi. Dropped connection on both wifi and wired connection. The connection seems to drop about 5 times a day - this is across all devices.

As an automatic 'have you tried turning it off and on again?' i have installed my hub on a timer, which switches off power for 15 mins every day. Sadly that hasn't helped.

I have a small terraced house, so range shouldn't be an issue for me. If anybody can help i would be so grateful!

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gary_dexter
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Alessandro Volta
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Message 2 of 9
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Re: Varying speeds and intermittent connection issues

Wifi speeds and connectivity aren't guaranteed so lets disregard the wifi issues for now.

You say wired connections are also dropping?
What devices are wired to the hub?

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ministerforship
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Message 3 of 9
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Re: Varying speeds and intermittent connection issues

Laptop is connected via wired connection which is the only one i am able to monitor semi-continuously. I have taken to running ping -t in command prompt most days to 8.8.8.8 so i can see when the connection drops (i normally notice because my internet radio cuts out (wifi) and my remote desktop connection (wired) drops at the same time). It usually displays "Request timed out" or "General Failure" for a few attempts before reconnecting and carrying on as normal.
Other devices wired to the hub, but generally not in use during the day are PS4, AV receiver, Sky box, House alarm.
Cheers, Ryan
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gary_dexter
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Alessandro Volta
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Re: Varying speeds and intermittent connection issues

Do you notice the other wired devices dropping as well at the same time?

Do the lights on the hub change?

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ministerforship
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Message 5 of 9
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Re: Varying speeds and intermittent connection issues

Because i am not using the other wired devices i don't notice them dropping. It would be hard to monitor those at the same time. The connection drop lasts for just a few seconds, which is enough to kick me off remote desktop, disconnect from a video call or the internet speaker to have a meltdown for a couple of minutes whilst it tries to figure out what's going on.
The hub lights are normally fine - next time it drops i will run and check them whilst it it down.
Router log below.

TimePriorityDescription
15/07/2020 13:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 14:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2020 09:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 06:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 00:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 10:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0
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gary_dexter
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Message 6 of 9
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Re: Varying speeds and intermittent connection issues

OK.
Please post the full network, upstream and downstream logs from the hubs admin pages

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ministerforship
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Message 7 of 9
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Re: Varying speeds and intermittent connection issues

As requested. Thanks.

Upstream bonded channels      
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
1603000004.425512064 qam6
2394000004.25512065 qam9
3462000154.3512066 qam8
4537000004.375512067 qam7
      
      
Upstream bonded channels     
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
Downstream bonded channels      
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
11870000004.138256 qam7
21950000004.338256 qam8
32030000004.138256 qam9
4211000000438256 qam10
5219000000438256 qam11
62270000003.738256 qam12
72350000003.538256 qam13
82430000002.738256 qam14
92510000002.538256 qam15
102590000002.738256 qam16
112670000003.438256 qam17
122750000003.538256 qam18
132830000003.738256 qam19
14291000000438256 qam20
15299000000438256 qam21
16307000000438256 qam22
173150000004.538256 qam23
183230000004.438256 qam24
194430000003.538256 qam25
204510000003.538256 qam26
214590000003.538256 qam27
224670000003.538256 qam28
234750000003.738256 qam29
244830000003.238256 qam30
      
Downstream bonded channels     
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors 
1Locked38.91291 
2Locked38.9890 
3Locked38.9570 
4Locked38.6120 
5Locked38.9140 
6Locked38.6110 
7Locked38.6110 
8Locked38.9180 
9Locked38.980 
10Locked38.690 
11Locked38.9160 
12Locked38.970 
13Locked38.990 
14Locked38.620 
15Locked38.6240 
16Locked38.9230 
17Locked38.9120 
18Locked38.690 
19Locked38.6160 
20Locked38.6180 
21Locked38.9140 
22Locked38.6200 
23Locked38.6150 
24Locked38.9200 

 

TimePriorityDescription
15/07/2020 13:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2020 14:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/07/2020 09:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 06:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2020 00:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 10:17criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0
22/06/2020 08:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 14:09criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 03:54Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 02:31criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 01:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 01:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 11:03Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 11:03criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 11:01Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 11:01criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 09:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/06/2020 04:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/06/2020 11:00noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/06/2020 18:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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ministerforship
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Message 8 of 9
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Re: Varying speeds and intermittent connection issues

Bump

If anyone can help here please....?

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David_Bn
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Message 9 of 9
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Re: Varying speeds and intermittent connection issues

Good Afternoon ministerforship,

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

I've been able to look at the stats of the hub and everything appears to be in spec. 

 

Are the service issues on going or has this since been resolved? 

 

Kindest regards,

 

David_Bn

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