Virgin Media Community

[andrewcr]

Hi,

I've noticed in the last 24 hours that my broadband speed is extraordinarily slow. It ought to be 200Mb/s. Using SamKnows I got:

Latency 35.5 ms

Jitter 20.5 ms

Download 4.70 Mbps

Upload 19.7 Mbps

I've attached my logs also:

Status:
Item Status Comments
Acquired Downstream Channel (Hz)
395000000

Locked
Ranged Upstream Channel (Hz)
53700002

Locked
Provisioning State
Online

Downstream:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 395000000 3.4 31 256 qam 33
2 267000000 2.2 26 256 qam 17
3 275000000 2 27 256 qam 18
4 283000000 1.9 27 256 qam 19
5 291000000 2 27 256 qam 20
6 299000000 2.2 27 256 qam 21
7 307000000 2.4 27 256 qam 22
8 315000000 3.2 28 256 qam 23
9 323000000 3.5 28 256 qam 24
10 331000000 3.7 28 256 qam 25
11 339000000 3.7 29 256 qam 26
12 347000000 3.9 29 256 qam 27
13 355000000 4 29 256 qam 28
14 363000000 4.1 30 256 qam 29
15 371000000 3.9 30 256 qam 30
16 379000000 3.5 30 256 qam 31
17 387000000 3.5 31 256 qam 32
18 403000000 3.5 31 256 qam 34
19 411000000 3.2 31 256 qam 35
20 419000000 2.9 31 256 qam 36
21 427000000 2.5 31 256 qam 37
22 435000000 2.5 32 256 qam 38
23 443000000 2.4 32 256 qam 39
24 451000000 2.4 32 256 qam 40

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 31.4 18066379 4
2 Locked 26.9 139761495 86188262
3 Locked 27 174946027 50909809
4 Locked 27.1 186806595 38980859
5 Locked 27.3 205536013 19878690
6 Locked 27.5 216173726 8355054
7 Locked 27.8 219712772 2563533
8 Locked 28 217113574 619609
9 Locked 28.3 207271645 80039
10 Locked 28.9 176759423 1533
11 Locked 29.2 143613079 32
12 Locked 29.5 115648603 12
13 Locked 29.7 93485681 1
14 Locked 30.2 67664960 1
15 Locked 30.5 45829476 0
16 Locked 30.8 34733212 0
17 Locked 31.1 22870643 0
18 Locked 31.6 14149103 0
19 Locked 31.6 14026694 0
20 Locked 31.9 10102348 0
21 Locked 31.9 8300099 0
22 Locked 32.2 7243442 0
23 Locked 32.5 4925167 0
24 Locked 32.6 4135642 0

Upstream:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700002 43 5120 64 qam 2
2 39399913 43 5120 64 qam 4
3 46199981 43 5120 64 qam 3
4 60299961 43 5120 64 qam 1

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Configuration:
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
g87dsfd;kfoA,.iyewrkldJKD

Primary Downstream Service Flow
SFID 18836
Max Traffic Rate 230000061
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 18835
Max Traffic Rate 22000061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log:
Time Priority Description
17/04/2021 18:40:32 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 18:40:28 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 18:35:32 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 18:35:32 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 17:26:17 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 17:26:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 14:42:35 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 14:42:21 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 13:35:2 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 12:44:4 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/04/2021 11:22:33 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 22:44:15 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 22:24:14 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 22:24:14 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 23:10:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/04/2021 06:35:47 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 11:49:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 10:24:13 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 10:24:13 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 01:41:20 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Please could somebody take a look and advise? Thanks.

[jpeg1]

There are many data errors on your downstream, with a very poor s/n ratio which will certainly affect your speeds.  

Check that all the coax connectors are tight, including those on TV boxes.  If that doesn't fix the problem you are going to need an engineer visit to investigate.

Are your speed tests done with an ethernet connection?  WiFi tests are not valid.

[andrewcr]

Thanks for your response. I have checked all of the coax connections and they all appear to be fine.

The speed tests have been conducted using a laptop connected directly to the superhub 3 using a cat 5 cable.

All speed tests are reporting in the region of 10Mbits per second or less on what should be a 200Mb per second connection.

Yesterday evening I also set up a BQM and here are the result so far:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c854fc181171d4207c1c929295a10b730708b6f8-18-04-2021

 This appears to show packet loss - roughly 2 percent I would say.

Can an engineers visit be arranged by whoever is repsonsible for doing so?

Thanks.

[jpeg1]

Your connnection is in a very poor state and definitely needs an engineer visit. 

You can either phone in and report it as a fault, or wait for one of the staff here to find your post.  The best time to phone would be 0800 Monday morning.

[andrewcr]

Thanks again for your response. Since my connection is semi-usable I will wait for a member of staff to, hopefully,  book an engineer.

[jbrennand]

Whilst waiting can you try this...

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[andrewcr]

Hi, thanks for responding. I have checked that all internal connections are fastened properly. I have turned off Hub for 5 minutes, disconnected from mains, and restarted. The RS error counts either didn't reset to zero or they did and then shot up to astronomical numbers - in the millions!

With regard to the outside box. About a year ago we had an engineer's visit to connect up our tv services. I noticed after the visit that the box was fastened in a very adhoc way - a plastic fastener that just about holds the front cover of the box on but leaves it partly ajar. Possibly over time the cable connections have deteriorated. In any case, if this is the cause,  I don't think this is something I can deal with myself. Presumably an engineer is required.

Thanks.

[jbrennand]

Are the RS numbers the same as you posted earlier - or have they increased dramatically?

You could try a pinhole reset and see if that resets it.

First make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time

[andrewcr]

The latest RS error numbers are significantly higher than those posted earlier. This it seems probable that they never actually reset.

The problem with the pinhole reset is that I have set up some settings, such as changing the SSID's, which I would lose.

Thanks for the suggestion though.

[Steven_L]

Hey @andrewcr

Thanks for taking the time to post on our forums.

I have been able to locate your account and have found that you have a congestion issue in your area, this has now been logged with our networks team to be investigated further.

Regards

Steven_L