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Very slow downloads (5-20Mbit/s)

Hi All,

I've got download speeds on my 200 Megabit/s service that are typically 5-20 Megabit/s currently, where as upload speeds are as normal (circa 20 Megabit/s).

My Hub 3 is showing a red light (too hot according to help pages), however I've felt the outside and whilst a little warm, doesn't feel especially hot.

We've not moved or otherwise touched the Hub in some time.

It's running in Modem mode and has been for months. The speed reduction has only just started happening over the last few days.

Diagnosis steps so far:

  • Speed test via Virgin and other servers - speed issue within Virgin's reach.
  • Rebooted Virgin Media Hub 3, service restored, light still red.
  • Checked help pages on red light - information on thermal issue.  Checked surface temperature and opened a window near the hub.
  • Reviewed forums, and found a couple of recent examples of similar issues.

Diagnostics from Hub 3:

Network Log

Time Priority Description

23/07/2020 16:50:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 10:49:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 02:38:4noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/07/2020 02:38:4ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2020 19:08:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2020 17:53:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 23:39:42criticalReceived 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;
16/07/2020 23:39:12Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 23:39:12Warning!Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 23:37:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 23:34:47criticalReceived 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;
16/07/2020 23:32:50Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2020 23:32:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 19:40:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 19:01:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2020 19:01:18ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2020 14:07:37ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 08:03:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 04:11:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxl20016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/07/2020 04:11:13ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Downstream bonded channels

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

12107500008.440256 qam10
213875000010.540256 qam1
31467500001040256 qam2
41547500001040256 qam3
51627500001040256 qam4
61707500009.940256 qam5
71787500009.540256 qam6
81867500009.440256 qam7
91947500009.140256 qam8
102027500008.940256 qam9
112187500008.540256 qam11
122267500008.340256 qam12
132347500007.640256 qam13
142427500007.640256 qam14
15250750000840256 qam15
16258750000840256 qam16
172667500007.640256 qam17
182747500007.340256 qam18
192827500007.540256 qam19
202907500007.940256 qam20
212987500008.340256 qam21
223067500007.840256 qam22
233147500007.540256 qam23
243227500007.540256 qam24




Upstream bonded channels

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

1536999794.075512064 qam5
2257999763.925512064 qam4
3326000343.925512064 qam3
4393999743.925512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

So, is this actually a thermal issue (try and clear any dust build up), or is it actually a fault?

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Re: Very slow downloads (5-20Mbit/s)

The HUB should have a magenta light when in modem mode (Not sure how close that colour is to red for overheating!).

The downstream power levels should be -6 to +10 to be in spec.

One of the channels is out of spec, whilst others are very close.

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Re: Very slow downloads (5-20Mbit/s)

Hi, interesting to know the tolerance levels for signal. In terms of the light, it's distinctly red. Performance is persisting at low levels.

Given this sudden change, and as a home based key worker, any suggestions on how I can progress getting this resolved beyond trying to remove any dust?

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Re: Very slow downloads (5-20Mbit/s)

The HUB itself may be faulty.

Try texting VM on 07533 051 809.

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Re: Very slow downloads (5-20Mbit/s)

Hi steve_daedilus, thanks for posting and welcome to our community.

Sorry to hear of your ongoing download speed issues. I'd like to take a closer look. To enable me to do so, I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

 

Lee

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Re: Very slow downloads (5-20Mbit/s)

Thanks Lee. Replied.

Issue still persisting. At midnight, I would imagine the network is a little less busy..

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Re: Very slow downloads (5-20Mbit/s)

Thanks steve_daedilus

I'll respond to your PM

Regards

 

Lee

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Re: Very slow downloads (5-20Mbit/s)

Hi steve_daedilus

Just a quick post, to ask if you're currently satisfied with the response and efforts of our forum team?  Please call on our help any time.

Regards

 

Lee_R

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Re: Very slow downloads (5-20Mbit/s)

Yes thanks Lee, appreciate the help. Here's hoping all gets sorted by the engineer on Monday.

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Re: Very slow downloads (5-20Mbit/s)

You're very welcome.

Please do keep us informed how things go and remember our fantastic community members are also always here to help:-)

Regards

 

Lee

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