on 27-03-2020 07:21
Hi,
For the past week my download and upload speeds have fluctuated hugely. My upload during the day is very slow, anywhere between 0.2Mbps and 1.2Mbps. I'm trying to work from home and the upload is dropping conference calls etc and making it very difficult to work. This is both on wired and wireless connections, I've complete a hard reset of the router etc. I used the help messaging and the only response I got (after 24 hours) was to hard reset the router which I'd already done. No further replies.
I've called VM 4 times, disconnected after 30+ minutes 3 times and finally got through to someone. They told me I had received a speed upgrade and to complete another hard reset of my router. I did say that I was dubious that this would resolve the issue but completed nonetheless. Still the same issues during the day. It's fine first thing this morning but I know that come 9am it will slow to a crawl again.
Is this a backend capacity issue within VM or a localised issue? I'm in the Cambridge area.
Thanks
Answered! Go to Answer
on 02-04-2020 10:52
Hello @garrycav
After reading through the comments and looking at your signal levels it seems although firstly we need to replace the router as you have had it for 5 years or so and could just be issues with this, I read you have one on the way which is great hopefully this will improve your upload speeds! Secondly you will need an engineer visit to reduce the signal levels as they are way to high plus 14 is 4 db above absolute maximum having to much signal is like not having enough it has the same effect with the service.
Please message me privately if you have any questions.
Many thanks
on 27-03-2020 07:25
How are you connecting Wi-Fi or ethernet cable ?
It can be difficult diagnosing problems without some basic information.
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may not be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some troubleshooting; to start with …
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 Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.
Post a 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 then click OK - you can post the link straight away.
Then
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Copy and paste the contents of each tab onto here, if you get a yellow warning click Post again.
A Guru will be along soon to decipher the info.
on 27-03-2020 08:20
Thanks for the quick reply Mike!
When I'm experiencing the slow down (it's still ok this morning so far!) I have tested on both wired and wifi, both the same.
Service status and the phone number both say there are no issues in my area.
I will check the coax cables both inside and out.
Link to my BQM:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4d40062cbb3befc1768eebe2b08aefdba8...
Details from my router:
Information
Cable Modem | EuroDOCSIS 3.0 Compliant |
Serial Number | 483258WX16B7C |
Boot Code Version | PSPU-Boot 1.0.20.1391 |
Software Version | V2.01.15 |
Hardware Version | 1.03 |
CA Key |
Installed |
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz) | 195000000 | Locked |
Ranged Upstream Channel (Hz) | 25800000 | Success |
Provisioning State | OK | Operational |
Downstream DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) | 195000000 | 139000000 | 147000000 | 155000000 | 163000000 | 171000000 | 179000000 | 187000000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 8 | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
I=12 J=17 |
Power Level (dBmV) | 10.73 | 12.32 | 12.40 | 12.19 | 11.85 | 11.60 | 11.46 | 11.18 |
RxMER (dB) | 34.21 | 34.35 | 34.63 | 34.63 | 34.93 | 34.93 | 34.77 | 34.63 |
Pre RS Errors |
39463 | 30185 | 11630 | 12657 | 3049 | 2855 | 3812 | 8950 |
Post RS Errors |
1021 | 338 | 284 | 301 | 310 | 309 | 285 | 281 |
Upstream US-1 US-2 US-3 US-4
Channel Type | 2.0 | 2.0 | 2.0 | 2.0 |
Channel ID | 4 | 3 | 2 | 1 |
Frequency (Hz) | 25800000 | 32600000 | 39400000 | 46200000 |
Ranging Status | Success | Success | Success | Success |
Modulation | 64QAM | 64QAM | 64QAM | 64QAM |
Symbol Rate (Sym/sec) | 5120000 | 5120000 | 5120000 | 5120000 |
Mini-Slot Size | 2 | 2 | 2 | 2 |
Power Level (dBmV) | 43.75 | 43.25 | 43.00 | 43.00 |
T1 Timeouts | 0 | 0 | 0 | 0 |
T2 Timeouts | 0 | 0 | 0 | 0 |
T3 Timeouts | 1 | 0 | 0 | 0 |
T4 Timeouts | 0 | 0 | 0 | 0 |
Upstream Burst Req(1) Init Maint(3) Per Maint(4) Adv Short(9) Adv Long(10) Adv UGS(11)
Modulation Type | 16QAM | QPSK | 16QAM | 64QAM | 64QAM | 16QAM |
Differential Encoding | OFF | OFF | OFF | OFF | OFF | OFF |
Preamble Length | 56 | 640 | 384 | 104 | 104 | 104 |
Preamble Value Offset | 652 | 0 | 0 | 716 | 716 | 716 |
FEC Error Correction (T) | 0 | 5 | 5 | 10 | 16 | 5 |
FEC Codeword Information Bytes (K) | 16 | 34 | 34 | 81 | 223 | 86 |
Maximum Burst Size | 0 | 0 | 0 | 3 | 255 | 255 |
Guard Time Size | 8 | 48 | 48 | 8 | 8 | 8 |
Last Codeword Length | Fixed | Fixed | Fixed | Shortened | Shortened | Shortened |
Scrambler On/Off | ON | ON | ON | ON | ON | ON |
General Configuration
Network Access | Allowed |
Maximum Number of CPEs | 1 |
Baseline Privacy | Enabled |
DOCSIS Mode | EuroDOCSIS 3.0 |
Config File |
Primary Downstream Service Flow
SFID | 1834249 |
Max Traffic Rate | 117000047 bps |
Max Traffic Burst | 42600 bytes |
Min Traffic Rate | 0 bps |
Primary Upstream Service Flow
SFID | 1834248 |
Max Traffic Rate | 10500047 bps |
Max Traffic Burst | 16320 bytes |
Min Traffic Rate | 0 bps |
Max Concatenated Burst | 16320 bytes |
Scheduling Type | Best Effort |
Thanks again
Network Log
First Time | Last Time | Priority | Error Number | Description |
26/03/2020 17:42:09 GMT | 26/03/2020 17:42:09 GMT | Error (4) | 68010302 | DHCP WAN IP - |
26/03/2020 17:41:15 GMT | 26/03/2020 17:41:15 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
26/03/2020 17:41:06 GMT | 26/03/2020 17:41:06 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
26/03/2020 16:54:43 GMT | 26/03/2020 16:54:43 GMT | Error (4) | 68010302 | DHCP WAN IP - |
26/03/2020 16:53:42 GMT | 26/03/2020 16:53:42 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
26/03/2020 16:53:33 GMT | 26/03/2020 16:53:33 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
26/03/2020 13:10:07 GMT | 26/03/2020 13:10:07 GMT | Error (4) | 68010302 | DHCP WAN IP - |
26/03/2020 13:09:00 GMT | 26/03/2020 13:09:00 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
26/03/2020 06:34:49 GMT | 26/03/2020 06:34:49 GMT | Warning (5) | 66050310 | Auth Success - Web login successful. |
26/03/2020 06:34:43 GMT | 26/03/2020 06:34:43 GMT | Warning (5) | 66050310 | Auth Success - Web login successful. |
25/03/2020 23:31:57 GMT | 25/03/2020 23:31:57 GMT | Warning (5) | 66050310 | Auth Success - Web login successful. |
25/03/2020 18:15:17 GMT | 25/03/2020 18:15:17 GMT | Warning (5) | 66050310 | Auth Success - Web login successful. |
25/03/2020 18:12:29 GMT | 25/03/2020 18:12:29 GMT | Error (4) | 68010302 | DHCP WAN IP - |
25/03/2020 18:11:26 GMT | 25/03/2020 18:11:26 GMT | Error (4) | 68000407 | TOD established |
Time Not Established | Time Not Established | Notice (6) | 84000510 | Downstream Locked Successfully |
25/03/2020 18:07:23 GMT | 25/03/2020 18:07:23 GMT | Error (4) | 68010302 | DHCP WAN IP - |
!
on 27-03-2020 08:27
I don't understand the data for your Hub but a Guru will be along the check the figures.
Do you have your own Router sat behind the VM Hub and / or is the Hub in modem mode?
on 27-03-2020 08:34
HI.
From a quick look at the stats from your hub it would appear your downstream signal levels are slightly to high.
Have you changed any set up in the house recently. Eg removed tv service etc.
on 27-03-2020 08:37
Thanks for your reply.
No changes have been made, I've been on this configuration for about 10 years. I think the router was upgrade at some point but that must have been 5 years ago.
Mike - it's in router mode currently.
27-03-2020 08:43 - edited 27-03-2020 08:44
It is odd that your BQM is totally red, usually this means one of two things.
1. There is no signal at the Virgin side of the Hub - Can you check the Service Status link at the top right of the page.
2. The Hub is not responding to ping signals - can you check that the Hub can respond.
on 27-03-2020 08:59
Could possibly be a shift in the network that has made your rd levels to high. Yiu canbuse webchat to book a tech and then can lower the signal without having to come inside.
on 27-03-2020 09:33
Thanks Mike.
The slow down has now started, 1Mbps upload now at best.
How do I check the hub can respond?
on 27-03-2020 09:34
Thanks Steven.
Silly question but where is the we chat?