Virgin Media Community

[DC]

Hi, I'm getting download speeds as low as 45mb on my vivid 500 connection. Spinning circles when we're watching TV and Movie apps at various times of the day. I think I've done the below correctly, any advice would be appreciated:

Downstream bonded channels

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

1 139000000 9.5 38 256 qam 1

2 147000000 9.5 38 256 qam 2

3 155000000 9.5 38 256 qam 3

4 163000000 9.4 38 256 qam 4

5 171000000 9.4 38 256 qam 5

6 179000000 9 38 256 qam 6

7 187000000 9 38 256 qam 7

8 195000000 8.9 38 256 qam 8

9 203000000 8.3 38 256 qam 9

10 211000000 8.3 38 256 qam 10

11 219000000 7.9 38 256 qam 11

12 227000000 7.6 38 256 qam 12

13 235000000 7.5 38 256 qam 13

14 243000000 7.8 38 256 qam 14

15 251000000 7.6 38 256 qam 15

16 259000000 8 38 256 qam 16

17 267000000 8 38 256 qam 17

18 275000000 7.9 38 256 qam 18

19 283000000 8 38 256 qam 19

20 291000000 8 40 256 qam 20

21 299000000 8.8 38 256 qam 21

22 307000000 9 38 256 qam 22

23 315000000 8.5 38 256 qam 23

24 323000000 8.1 38 256 qam 24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1 Locked 38.6 1055 656

2 Locked 38.6 1021 837

3 Locked 38.6 940 1230

4 Locked 38.9 803 1103

5 Locked 38.6 768 2099

6 Locked 38.9 762 1367

7 Locked 38.6 737 455

8 Locked 38.9 624 1691

9 Locked 38.9 616 1574

10 Locked 38.6 625 828

11 Locked 38.9 591 2436

12 Locked 38.6 625 1552

13 Locked 38.9 550 1010

14 Locked 38.9 449 919

15 Locked 38.9 432 946

16 Locked 38.9 356 1003

17 Locked 38.9 286 1861

18 Locked 38.9 261 871

19 Locked 38.9 228 849

20 Locked 40.3 227 964

21 Locked 38.6 224 936

22 Locked 38.9 172 779

23 Locked 38.6 161 1582

24 Locked 38.6 161 785

Upstream

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

1 39400268 39.3 5120 64 qam 7

2 46200273 39.8 5120 64 qam 3

3 53700322 40.5 5120 64 qam 2

4 60300351 41 5120 64 qam 1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 1 0

2 ATDMA 0 0 0 0

3 ATDMA 0 0 1 0

4 ATDMA 0 0 0 0

Network Log

Time Priority Description

21/04/2022 12:32:37 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/04/2022 10:12:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:49:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:48:56 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:48:56 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:42:25 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:42:25 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:35:56 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:35:56 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:29:53 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:29:53 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:24:9 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:24:9 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:19:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:18:35 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:18:35 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:13:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:12:58 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:12:58 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:07:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Down powers are a little high - but within spec there are afew RS erros that need checking so can you do the below.

Also you havent said, are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens?
________________________________________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. 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 (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[DC]

Thanks very much for the quick and detailed response John. I will run through those checks and report back. It is happening on both. We have a Sony Bravia TV connected directly to the hub via ethernet. We quite frequently get dropped connection messages or spinning circles when watching apps etc. The same on the WiFi linked TV in the bedroom. 

[jbrennand]

OK lets see what happens after a clear to 0.

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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

https://www.thinkbroadband.com/broadband/monitoring/quality

[DC]

Thanks John. 

Which IP address should I include for the monitor? I can hook a laptop up and leave that on? 

[jbrennand]

Just search for you ip on google and use that

[DC]

Hi John,

I done the reset on the router. When it restarted the WiFi wouldn't work and I ended up having to do the 10 minute hub reset routine. Anyway. Network Log below. I note it's still showing data from the 20th, is that correct?

Think Broadband Monitor Link. 

Router status

Status

Downstream

Upstream

Configuration

Network Log

Refresh data

Network Log

Time Priority Description

22/04/2022 14:24:6 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

22/04/2022 13:41:15 notice NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/04/2022 12:32:37 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/04/2022 10:12:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:49:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:48:56 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:48:56 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:42:25 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:42:25 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:35:56 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:35:56 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:29:53 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:29:53 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:24:9 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:24:9 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:19:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/04/2022 07:18:35 critical TFTP Request Retries exceeded, CM unable to register

20/04/2022 07:18:35 critical TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[DC]

Had the same issues trying to watch STV and Channel 5 players last night on the TV connected by LAN. Spinning circles and no Internet connection error messages. Mostly between 7 - 9 pm 🙁

Think Broadband Monitor Link. 

[Natalie_L]

HI DC, 

Thank you for getting in touch with us here on the Community.

We are sorry to hear you have been experiencing some issues with your service. 

I have taken a look and can see that you are currently speaking with a colleague via private message. They will be able to assist you further from there but do please update the thread with the outcome of the chat. 

Thank you 

[DC]

Hi Nat,

To my knowledge John is not a VM employee, although he is a very insightful and helpful person. I would appreciate a colleague taking a look. I did receive a PM about average speeds on a different thread but that's something quite different. If you take a look at the chart I have linked in an earlier post you will see some of the activity on connection over the last few days of which John has pointed out some issues of interest.