When will the massive speed drops in Kilburn (NW6) end?

[sowilo]

I'm on the M500 plan and what you see in the screenshot above has been going on every other day for more than 2 months now. The upload in particular is so bad that it suffocates the connection altogether. I'm tired of calling the service desk about the same thing again and again and nothing changes, they just tell you to wait 24 hours and see what happens. And seeing the service status website show me there are no issues in the area is simply infuriating. Engineers have come here twice and not been able to do anything because apparently it's 'an outage'. I don't know what the state of the infrastructure in the area is, but I'd guess pretty bad if this keeps happening. I've been a customer for years and never had that many issue as over the past few months, the service has been very unreliable and frustrating.

[jbrennand]

Can you double check on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Meanwhile to record the connection data can you do a BQM.....

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

[sowilo]

Hi John,

Thanks for responding, I just called the service status number and they don't have any issues registered in the area. I'll look into setting up the broadband quality monitor you've suggested, sounds very useful, thanks for that. What I can say outright is that the issue is not Wi-Fi related, my main computer is connected to the VM Hub directly via a Cat 6 Ethernet cable. At least the issue goes away fairly quickly lately when it happens. It used to be really bad in June, would last for hours sometimes.

[jbrennand]

OK as soon as the BQM is up - post the link

Then also the rest of the Hub data as per.....
__________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

[sowilo]

BQM Live Graph

Downstream bonded channels

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

1	290750000	-1.5	38	256 qam	20
2	138750000	-6.9	36	256 qam	1
3	146750000	-3.7	37	256 qam	2
4	154750000	-2.2	38	256 qam	3
5	162750000	-1.2	38	256 qam	4
6	170750000	-0.5	38	256 qam	5
7	178750000	0	38	256 qam	6
8	186750000	0.5	38	256 qam	7
9	194750000	0	38	256 qam	8
10	202750000	0.2	40	256 qam	9
11	210750000	0	38	256 qam	10
12	218750000	0	38	256 qam	11
13	226750000	-0.4	38	256 qam	12
14	234750000	-0.5	38	256 qam	13
15	242750000	-0.5	38	256 qam	14
16	250750000	-0.5	38	256 qam	15
17	258750000	-0.2	38	256 qam	16
18	266750000	-0.5	38	256 qam	17
19	274750000	-0.7	38	256 qam	18
20	282750000	-1	38	256 qam	19
21	298750000	-0.7	38	256 qam	21
22	306750000	-1	38	256 qam	22
23	314750000	-0.2	38	256 qam	23
24	322750000	-0.4	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	1857414	1749005
2	Locked	36.6	3776873	7721429
3	Locked	37.3	3321334	6786747
4	Locked	38.9	3378579	10131313
5	Locked	38.9	4535662	9636918
6	Locked	38.9	4064112	5264492
7	Locked	38.6	3698390	7721914
8	Locked	38.9	2692194	5755275
9	Locked	38.9	2090299	2243779
10	Locked	40.3	1779574	1888223
11	Locked	38.9	1829232	1916381
12	Locked	38.9	2139246	2079614
13	Locked	38.9	2143685	2074702
14	Locked	38.9	2151359	2175829
15	Locked	38.9	2259513	2160577
16	Locked	38.9	2098719	2035730
17	Locked	38.9	2002799	1874755
18	Locked	38.6	2085758	2375882
19	Locked	38.6	2059964	1994236
20	Locked	38.9	1782656	1646591
21	Locked	38.6	2020845	2138434
22	Locked	38.9	1762107	1723396
23	Locked	38.6	1574723	1520617
24	Locked	38.9	1604808	1616715

Upstream bonded channels

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

1	60300007	45.5	5120	64 qam	1
2	39399947	44.5	5120	32 qam	4
3	46199942	45	5120	64 qam	3
4	53699986	45.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	4	0
3	ATDMA	0	0	3	0
4	ATDMA	0	0	5	0

 

[sowilo]

Network Log

Time Priority Description

10/08/2022 16:38:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 16:14:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:02:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:02:3	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:56:4	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:56:4	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:55:34	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:55:34	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:55:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:55:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:53:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:53:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:53:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:53:20	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:51:3	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:51:3	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:50:33	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:50:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:50:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 13:50:4	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Connection stats are bad. Down power levels are too widely spread -6.0 - 0 dBmV - and -6.0 is below the minimum level.

Masses of PostRS errors is not good either neither are the T3 errors and dropping qam. Logs look awful too.

This will need a Tech visit to adjust - but can you start from a clean sheet like this.
___________________________________________________________________

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 and ethernet 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.

Post up the stats again in a few hours

[sowilo]

Hi,

I've followed your instructions, the hub just came back up and has been on for 5 minutes. Here's what I see in the status:

Downstream bonded channels

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

1	Locked	38.9	0	0
2	Locked	36.3	1	0
3	Locked	37.3	5	0
4	Locked	38.6	5	0
5	Locked	38.9	4	0
6	Locked	38.6	15	0
7	Locked	38.9	5	0
8	Locked	38.6	4	0
9	Locked	38.9	0	0
10	Locked	40.3	5	0
11	Locked	38.9	0	0
12	Locked	38.6	5	0
13	Locked	38.6	5	0
14	Locked	38.9	6	0
15	Locked	38.9	6	0
16	Locked	38.6	0	0
17	Locked	38.6	5	0
18	Locked	38.9	5	0
19	Locked	38.9	4	0
20	Locked	38.9	11	0
21	Locked	38.9	0	0
22	Locked	38.6	0	0
23	Locked	38.9	6	0
24	Locked	38.6	5	0

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

I'll make another post in a few hours to let you know if that's changed.

Interestingly, I also got the following email from Virgin Media today:

"We’re carrying out essential works to modernise and future-proof our network in your area on Tue 16 Aug. This should improve your connection so you can carry on enjoying the things you love most. Your services might be affected for a little while on the day, but we should have you back up and running again at around 6pm."

Regards

[sowilo]

This is what I'm seeing now:

Downstream bonded channels

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

1	Locked	38.9	365010	96426
2	Locked	37.6	1130178	856613
3	Locked	37.6	626826	698282
4	Locked	38.9	688578	1281936
5	Locked	38.6	1149593	1688965
6	Locked	38.9	603178	759539
7	Locked	38.9	1006144	1038528
8	Locked	38.9	539166	622360
9	Locked	38.9	468376	130301
10	Locked	40.3	399329	48325
11	Locked	38.6	367985	88057
12	Locked	38.9	465288	137089
13	Locked	38.9	428477	83250
14	Locked	38.6	396870	70195
15	Locked	38.9	442364	124016
16	Locked	38.9	422413	78662
17	Locked	38.6	313415	81945
18	Locked	38.9	384825	189067
19	Locked	38.6	368890	156619
20	Locked	38.6	282973	51038
21	Locked	38.6	436936	245636
22	Locked	38.9	356775	143288
23	Locked	38.9	317091	22122
24	Locked	38.9	365305	33898

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

[Kath_F · Accepted solution]

Hi sowilo, 

Thanks for your post and apologies to hear you're having an issue with your connection. 

Taking a look at this end, there is no open fault showing currently. Your signal levels and power levels are not within the optimal range and the hub is showing out of spec. 

The only thing we can do from here is book another engineer as this isn't something we can remotely fix. I just need to confirm the address to ensure we are booking the visit on the correct account. 

Thanks,