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Cassandle
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WiFi connection is intermittent, slow speeds

Hi

We have a Hub 3, and have done for a few years. 

The WiFi signal is dropping out multiple times a day. This is particularly frustrating as I’m working from home and relying on apps like Zoom. The WiFi grinds to a halt for a few minutes before getting back to normal.

It happened last night whilst I was watching Netflix and YouTube (multiple times in the space of a few hours). I ran some speed tests and was getting speeds as low as 1mbps, which is obviously not enough to stream videos.

I’ve restarted the router, moved it to a more open space in the room and scanned the house using the Virgin app. 

I’m getting a bit fed up of not having a stable connection whilst paying £41 p/month, and it seems to be impossible to actually speak to anyone at Virgin, so am posting here for ideas as to what to do. Happy to do some additional troubleshooting, but the next step - if that doesn’t work, will be to change provider.

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MikeRobbo
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Alessandro Volta
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Message 2 of 28
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Re: WiFi connection is intermittent, slow speeds

Welcome to the Trials & Tribulations of Wi-Fi

VM do not, and never have guaranteed Wi-Fi speed or coverage.

 

The problem with Wi-Fi is that it can be brilliant at breakfast time and useless by lunchtime and you haven't changed anything, BUT, something, somewhere has changed, then you can spend hours and even days trying to find a fix for something that can be totally out of your control.

If you remove all the internal walls, water, electronic and electrical devices, metallic pipes and conduits and wrap the whole building in a thick lead shield you will have a good chance of getting decent Wi-Fi from an ISP Hub.

Just a few things that can affect Wi-Fi in the average home …

Blockage (visible) …

Mirrors, furniture, fish tanks, people, radiators, walls, flooring / ceilings.

Interference (invisible) …

Cordless phones, baby monitors, microwave ovens, fridges & freezers, TVs, next doors Wi-Fi and Wi-Fi equipment, DAB transmitters, the list is endless.

My VM Hub 3 Wi-Fi went into meltdown when the local authority / police CCTV camera on the lamppost adjacent to my house was used.

Many people have accepted that the VM Wi-Fi is poor and have purchased third party equipment that is much, much more powerful than the VM supplied kit and once set up have wondered why they waited for so long.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Message 3 of 28
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Re: WiFi connection is intermittent, slow speeds

What is your connection like using a direct connection with a Cat 5E or better ethernet cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Cassandle
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Re: WiFi connection is intermittent, slow speeds

Hi, thanks for getting back to me and apologies for the delay in responding. Been a busy few days.

I’ve plugged in my old MacBook to the Hub using an Ethernet cable and will take readings when I’m experiencing drop-out via WiFi.

Early readings are as follows (I have no idea how to interpret these readings), but I will report back when I have results during a drop-out

TimeDownload (Ethernet / WiFi)Upload (Ethernet / WiFi)Ping (Ethernet / WiFi)
15:1088.82 / 81.59.8 / 10.08 / 12
15:1143.78 / 24.92.6 / 6.218 / 11
15:1284.17 / 91.76.11 / 9.978 / 9
15:3769.99 / 34.08.9 / 9.389 / 11
15:3862.38 / 38.96.12 / 7.3110 / 11
15:3965.74 / 42.27.77 / 6.928 / 9
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MikeRobbo
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Alessandro Volta
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Message 5 of 28
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Re: WiFi connection is intermittent, slow speeds

If possible 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 other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: WiFi connection is intermittent, slow speeds

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Cassandle
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Message 7 of 28
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Re: WiFi connection is intermittent, slow speeds

Here you go

My BQM 

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Cassandle
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Re: WiFi connection is intermittent, slow speeds

 
 Hope this is right...
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1330750000740256 qam25
22587500006.340256 qam16
32667500006.340256 qam17
42747500006.440256 qam18
52827500006.640256 qam19
62907500006.640256 qam20
7298750000740256 qam21
83067500006.840256 qam22
9314750000740256 qam23
10322750000740256 qam24
113707500007.440256 qam26
123787500007.540256 qam27
133867500007.340256 qam28
143947500007.140256 qam29
154027500007.140256 qam30
164107500007.340256 qam31
17418750000740256 qam32
184267500007.140256 qam33
194347500006.840256 qam34
204427500006.940256 qam35
214507500006.940256 qam36
224587500006.940256 qam37
234667500006.540256 qam38
244747500006.340256 qam39


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.314213
2Locked40.91280
3Locked40.31290
4Locked40.31380
5Locked40.91440
6Locked40.31390
7Locked40.91560
8Locked40.31630
9Locked40.91690
10Locked40.31510
11Locked40.91490
12Locked40.91620
13Locked40.91630
14Locked40.31710
15Locked40.31780
16Locked40.31650
17Locked40.31720
18Locked40.31830
19Locked40.31700
20Locked40.31760
21Locked40.31640
22Locked40.31570
23Locked40.31730
24Locked40.91650

 

 

 

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Cassandle
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Re: WiFi connection is intermittent, slow speeds

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

39400000

43.5

5120

64 qam

4

2

46200009

43.5

5120

64 qam

3

3

53700021

45

5120

64 qam

2

4

60300000

45

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

1

0

3

ATDMA

0

0

1

0

4

ATDMA

0

0

0

0

 

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

iyewrkldJKDHSUBsgvca69834

 

 

Primary Downstream Service Flow

SFID

6760

Max Traffic Rate

117000047

Max Traffic Burst

42600

Min Traffic Rate

0

 

 

Primary Upstream Service Flow

SFID

6759

Max Traffic Rate

10500047

Max Traffic Burst

16320

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

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Cassandle
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Message 10 of 28
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Re: WiFi connection is intermittent, slow speeds

Network Log

Time

Priority

Description

10/01/2021 10:13:36

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/01/2021 16:54:5

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/01/2021 16:21:56

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/01/2021 14:38:32

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/01/2021 08:01:30

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/01/2021 08:01:30

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/01/2021 02:55:25

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/01/2021 02:38:24

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/01/2021 02:38:24

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 06:59:16

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 04:52:9

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 04:52:9

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

02/01/2021 04:52:7

Error

DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

29/12/2020 13:28:11

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/12/2020 19:02:56

notice

DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/12/2020 19:02:56

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/12/2020 18:29:26

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/12/2020 12:22:7

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/12/2020 05:41:58

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/12/2020 13:46:33

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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