Virgin Media Community

[CaptainMustard]

Hi,

Any suggestions what might be limiting the speed?

Done various speed tests and only get just above 300 never near 500.

Tried the obvious wired/wireless, rebooted hub 3 (more than once)

 

Downstream bonded channels

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

1	138750000	1.2	37	256 qam	1
2	146750000	1.2	38	256 qam	2
3	154750000	1	37	256 qam	3
4	162750000	0.7	37	256 qam	4
5	170750000	0.5	37	256 qam	5
6	178750000	0.4	37	256 qam	6
7	186750000	0.2	37	256 qam	7
8	194750000	0.2	37	256 qam	8
9	202750000	0.4	38	256 qam	9
10	210750000	0.5	37	256 qam	10
11	218750000	0.9	37	256 qam	11
12	226750000	1.2	37	256 qam	12
13	234750000	1	38	256 qam	13
14	242750000	0.9	38	256 qam	14
15	250750000	0.7	38	256 qam	15
16	258750000	0.2	38	256 qam	16
17	266750000	0	38	256 qam	17
18	274750000	-0.2	38	256 qam	18
19	282750000	-0.2	38	256 qam	19
20	290750000	-0.2	37	256 qam	20
21	298750000	0	37	256 qam	21
22	306750000	0.2	38	256 qam	22
23	314750000	0.5	38	256 qam	23
24	322750000	0.7	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.6	45	0
2	Locked	38.6	30	0
3	Locked	37.6	33	0
4	Locked	37.6	51	0
5	Locked	37.6	140	0
6	Locked	37.6	152	0
7	Locked	37.6	272	0
8	Locked	37.6	214	0
9	Locked	38.6	43	0
10	Locked	37.6	40	0
11	Locked	37.6	59	0
12	Locked	37.6	133	0
13	Locked	38.6	33	0
14	Locked	38.6	36	0
15	Locked	38.6	26	0
16	Locked	38.6	18	0
17	Locked	38.6	24	0
18	Locked	38.6	16	0
19	Locked	38.6	21	0
20	Locked	37.6	50	0
21	Locked	37.6	43	0
22	Locked	38.6	24	0
23	Locked	38.6	15	0
24	Locked	38.9	15	0

Upstream bonded channels

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

1	53699932	41.3	5120	32 qam	6
2	39400000	41	5120	32 qam	8
3	46200000	41.3	5120	32 qam	7
4	60300220	41.3	5120	32 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Network Log
Time Priority Description
25/01/2022 13:28:51 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2022 03:54:2 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2022 19:32:34 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2022 17:21:55 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2022 12:39:18 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2022 20:57:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 21:03:4 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 20:57:53 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 20:57:30 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 20:47:36 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 20:40:11 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 20:39:3 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 20:38:49 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:22:59 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 12:22:51 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 08:00:7 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/01/2022 07:59:55 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[carl_pearce]

Looks like you have some noise on the line as your upstream channels are out of spec on QAM (Should be 64)

Upstream bonded channels

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

1	53699932	41.3	5120	32 qam	6
2	39400000	41	5120	32 qam	8
3	46200000	41.3	5120	32 qam	7
4	60300220	41.3	5120	32 qam	5

[CaptainMustard]

Thanks Carl. I've been checking it through the day and it has been a little faster at times but the QAM seems to vary between 32 to 64.

[CaptainMustard]

If the modulation at 32 not 64 QAM does indicate an issue, it's still there. Download stuck at between 120 and 250 Mbps.

 

Upstream bonded channels

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

1	53700000	41.5	5120	32 qam	6
2	39400000	41.3	5120	64 qam	8
3	46200000	41.3	5120	32 qam	7
4	60300000	41.5	5120	32 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

Downstream bonded channels

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

1	138750000	1.2	37	256 qam	1
2	146750000	1.2	37	256 qam	2
3	154750000	1	37	256 qam	3
4	162750000	0.5	37	256 qam	4
5	170750000	0.5	37	256 qam	5
6	178750000	0.4	37	256 qam	6
7	186750000	0	37	256 qam	7
8	194750000	0.2	37	256 qam	8
9	202750000	0.4	37	256 qam	9
10	210750000	0.5	37	256 qam	10
11	218750000	0.9	37	256 qam	11
12	226750000	1	37	256 qam	12
13	234750000	1	37	256 qam	13
14	242750000	0.7	37	256 qam	14
15	250750000	0.7	38	256 qam	15
16	258750000	0.2	38	256 qam	16
17	266750000	0	38	256 qam	17
18	274750000	-0.2	38	256 qam	18
19	282750000	0	38	256 qam	19
20	290750000	0	37	256 qam	20
21	298750000	0	37	256 qam	21
22	306750000	0.2	38	256 qam	22
23	314750000	0.5	38	256 qam	23
24	322750000	0.7	38	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	189	0
2	Locked	37.3	122	0
3	Locked	37.3	150	0
4	Locked	37.3	136	0
5	Locked	37.6	303	0
6	Locked	37.6	363	0
7	Locked	37.3	1021	0
8	Locked	37.6	642	0
9	Locked	37.6	138	0
10	Locked	37.6	108	0
11	Locked	37.6	130	0
12	Locked	37.6	313	0
13	Locked	37.6	91	0
14	Locked	37.6	94	0
15	Locked	38.6	80	0
16	Locked	38.2	119	0
17	Locked	38.6	87	0
18	Locked	38.6	94	0
19	Locked	38.6	88	0
20	Locked	37.6	200	0
21	Locked	37.6	192	0
22	Locked	38.6	122	0
23	Locked	38.6	76	0
24	Locked	38.6	100	0

[Zach_R]

Hi @CaptainMustard,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm really sorry to hear you're facing some connection speed issues lately. If they're ongoing for you today, can you confirm what model of router you have along with what diagnostics and troubleshooting you've performed thus far?

Thanks,
 

[CaptainMustard]

Hi Zach,

Thanks!

It's a Hub 3.

I've rebooted the hub several times and done a couple of factory resets with no significant change.

I've been doing speed tests via the router both wired and wireless. The wired tests are using a couple of different laptops and different cables all with at least cat 6 and gigabit nics. The wireless tests via a Galaxy S10 are often slightly better but the wired connections never get much above 300Mbps.

I've rechecked the cables and everything seems ok except for a kink in the cable right next to the white box (the one that terminates the cable as it enters the house). This is on the start of cable that goes from the white box to the splitter and on to the hub. It's been like that since install - they didn't leave enough space next to the unused BT box really. Don't know if this is a factor. 

I've set up a BB monitor below.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8ba32ed22ee57c598560772c995e6bc282c74553

Recent hub stats below, there seems quite a few Downstream Post RS errors! 

Network Log

Time Priority Description

03/02/2022 08:29:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 02:25:2	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2022 02:00:51	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 12:43:6	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 12:42:50	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 12:42:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 12:34:38	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2022 12:33:35	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Upstream bonded channels

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

1	53700132	41.8	5120	64 qam	6
2	39400161	41.3	5120	64 qam	8
3	46200153	41.3	5120	64 qam	7
4	60300000	42	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

Downstream bonded channels

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

1	138750000	1.5	37	256 qam	1
2	146750000	1.5	37	256 qam	2
3	154750000	1.2	37	256 qam	3
4	162750000	1	37	256 qam	4
5	170750000	1	37	256 qam	5
6	178750000	0.7	37	256 qam	6
7	186750000	0.5	36	256 qam	7
8	194750000	0.5	37	256 qam	8
9	202750000	0.7	37	256 qam	9
10	210750000	0.9	37	256 qam	10
11	218750000	1.2	37	256 qam	11
12	226750000	1.5	37	256 qam	12
13	234750000	1.2	37	256 qam	13
14	242750000	1.2	37	256 qam	14
15	250750000	1	37	256 qam	15
16	258750000	0.7	38	256 qam	16
17	266750000	0.4	38	256 qam	17
18	274750000	0.2	37	256 qam	18
19	282750000	0.2	38	256 qam	19
20	290750000	0.2	37	256 qam	20
21	298750000	0.5	37	256 qam	21
22	306750000	0.5	37	256 qam	22
23	314750000	0.9	38	256 qam	23
24	322750000	1.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	37	1584	5984
2	Locked	37.6	1229	6302
3	Locked	37.3	1470	4970
4	Locked	37	2172	4367
5	Locked	37	1279	5501
6	Locked	37	1895	4387
7	Locked	36.8	2020	4690
8	Locked	37	1582	12694
9	Locked	37.9	2097	3511
10	Locked	37.6	1093	6331
11	Locked	37.6	1947	4086
12	Locked	37.6	1069	6431
13	Locked	37.9	1333	4608
14	Locked	37.9	1469	3899
15	Locked	37.9	761	5680
16	Locked	38.2	1211	4558
17	Locked	38.2	1119	5248
18	Locked	37.9	1095	4429
19	Locked	38.2	1238	4621
20	Locked	37.9	894	10280
21	Locked	37.9	1494	5354
22	Locked	37.9	1592	4111
23	Locked	38.2	818	4364
24	Locked	38.2	1097	4601

[Adduxi]

You should have zero PostRS errors.  This needs fixed by a VM technician.  You can check for loose connections in the meantime, as these can cause noise ingress on the line.

[Serena_C]

Hi @CaptainMustard

Thank you for getting back to us and sharing your Hub stats. I'm sorry to see the Post RS errors on your account. I would like to book a technician appointment for you to get this fixed. I shall send you a private message now to obatin the details required and confirm your address.

Please look out for the purple envelope in the top right corner and get back to me when you can 🙂

Best wishes,

Serena

[CaptainMustard]

Thanks, Replied

[Serena_C · Accepted solution]

Hi @CaptainMustard

Thanks for responding to my private message. I'm glad we could arrange a technician visit for you to get these connection issues resolved.

Please do pop back and keep us updated on how it goes!

Best wishes,

Serena