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killvm
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Working from home and download speed drops from 200M to under 1M

Hello VM

For the pass 2 weeks, our internet speed drops from 208Mbs down to 2-5Mbs every hour on ethernet or wireless. Usually a quick reboot would fix it but because everyone at the flat is working from home and need to be online during work or on video conference calls, we cant reboot the router to to fix it.

It happens at less 2 to 3 times during the weekdays and can last through out the night. Weekends there is not problem all day.

Usually we just have put up with it since virgin media test show there is no problem with our broadband, even if the internet download speed is at 1Mbs but it doesnt interupt the video conference calls. But today unbearable, intermittent disconnection every 20mins for few mins on an important time and call to VM tech support dont see anything wrong after turning off the modem mode.

Right now I have turn of modem mode on the Superhub 2 and planning to use test it out for a few days to narrow down the problem. At the same time if someone here from VM can check the power level and connection is ok, that would be great.

Modem InitialisationStage Status
Downstream AcquisitionLocked
Primary Frequency139000000 Hz
DHCPDone
TFTPDone
Time Of Day00:13:20 GMT
SecurityBPI+
Counters T1,T2,T3,T4,Sync,Resets000,000,001,000,000,000
Internet ConnectionIP Address Status
WAN IP Address82.47.242.216
Lease Time Remaining6 days 23h:39m:09s
ExpiryWed 10 Mar 23:52
Current Network TimeThu 04 Mar 00:13 GMT
Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked1139000000 Hz256 QAM5.1 dBmV 37.1 dB631295
Locked2147000000 Hz256 QAM5.1 dBmV 37.4 dB471286
Locked3155000000 Hz256 QAM4.8 dBmV 37.1 dB394294
Locked4163000000 Hz256 QAM4.6 dBmV 37.1 dB394290
Locked5171000000 Hz256 QAM4.5 dBmV 37.4 dB380321
Locked6179000000 Hz256 QAM4.5 dBmV 37.6 dB345302
Locked7187000000 Hz256 QAM4.5 dBmV 37.6 dB312296
Locked8195000000 Hz256 QAM4.4 dBmV 37.4 dB303302

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked160300000 HzATDMA42.8 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked253700000 HzATDMA42.8 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked439400000 HzATDMA42.3 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked346200000 HzATDMA42.3 dBmV64QAM6400000 Hz5120 Ksym/sec

 

Thank you!
Ka

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killvm
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Re: Working from home and download speed drops from 200M to under 1M

Update: Speed drop just over an hour on wifi and ethernet with only 1 device connected to ethernet in use right now.

Date Time Error Number Error Description

04/03/202100:39:47 GMT66050310Auth Success - Web login successful.
04/03/202100:27:36 GMT82000200No Ranging Response received - T3 time-out
04/03/202100:27:35 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202100:27:34 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202100:27:22 GMT84020200Lost MDD Timeout
04/03/202100:27:22 GMT84020200Lost MDD Timeout
04/03/202100:27:21 GMT84020200Lost MDD Timeout
04/03/202100:27:21 GMT84020200Lost MDD Timeout
04/03/202100:27:21 GMT84020200Lost MDD Timeout
04/03/202100:27:21 GMT84020200Lost MDD Timeout
04/03/202100:27:21 GMT84020200Lost MDD Timeout
04/03/202100:27:21 GMT84020200Lost MDD Timeout
04/03/202100:27:16 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202100:27:15 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202100:12:35 GMT66050310Auth Success - Web login successful.
03/03/202123:40:18 GMT66050310Auth Success - Web login successful.
03/03/202123:24:02 GMT66050310Auth Success - Web login successful.

 

SP1.pngTBB1.png

Internet ConnectionIP Address Status
WAN IP Address82.47.242.216
Lease Time Remaining6 days 23h:08m:07s
ExpiryWed 10 Mar 23:52
Current Network TimeThu 04 Mar 00:44 GMT
Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked1139000000 Hz256 QAM5.2 dBmV 35.6 dB91617217
Locked2147000000 Hz256 QAM5.1 dBmV 36.0 dB90157067
Locked3155000000 Hz256 QAM4.9 dBmV 35.4 dB86177053
Locked4163000000 Hz256 QAM4.6 dBmV 35.4 dB87066775
Locked5171000000 Hz256 QAM4.6 dBmV 36.0 dB83106823
Locked6179000000 Hz256 QAM4.5 dBmV 49.4 dB345302
Locked7187000000 Hz256 QAM4.6 dBmV 0.0 dB312296
Locked8195000000 Hz256 QAM4.6 dBmV 35.8 dB81756837

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked160300000 HzATDMA42.8 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked253700000 HzATDMA42.8 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked439400000 HzATDMA42.3 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked346200000 HzATDMA42.3 dBmV64QAM6400000 Hz5120 Ksym/sec
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killvm
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Re: Working from home and download speed drops from 200M to under 1M

update. again.

killvm_0-1614834914578.png

 

04/03/202105:06:38 GMT66050310Auth Success - Web login successful.
04/03/202104:42:47 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202104:42:47 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202104:42:18 GMT84020200Lost MDD Timeout
04/03/202104:42:18 GMT84020200Lost MDD Timeout
04/03/202104:42:17 GMT84020200Lost MDD Timeout
04/03/202104:42:17 GMT84020200Lost MDD Timeout
04/03/202104:42:17 GMT84020200Lost MDD Timeout
04/03/202104:42:17 GMT84020200Lost MDD Timeout
04/03/202104:42:17 GMT84020200Lost MDD Timeout
04/03/202104:42:17 GMT84020200Lost MDD Timeout
04/03/202104:42:12 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202104:42:11 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202101:29:46 GMT82000200No Ranging Response received - T3 time-out
04/03/202101:29:45 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202101:29:44 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
04/03/202101:29:41 GMT84020200Lost MDD Timeout
04/03/202101:29:41 GMT84020200Lost MDD Timeout
04/03/202101:29:41 GMT84020200Lost MDD Timeout
04/03/202101:29:41 GMT84020200Lost MDD Timeout
Modem InitialisationStage Status
Downstream AcquisitionLocked
Primary Frequency139000000 Hz
DHCPDone
TFTPDone
Time Of Day05:09:47 GMT
SecurityBPI+
Counters T1,T2,T3,T4,Sync,Resets000,000,002,000,004,000
Internet ConnectionIP Address Status
WAN IP Address82.47.242.216
Lease Time Remaining6 days 18h:42m:43s
ExpiryWed 10 Mar 23:52
Current Network TimeThu 04 Mar 05:09 GMT
Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked1139000000 Hz256 QAM5.4 dBmV 34.8 dB1435111116
Locked2147000000 Hz256 QAM5.3 dBmV 35.1 dB1392711020
Locked3155000000 Hz256 QAM5.1 dBmV 34.8 dB1439910899
Locked4163000000 Hz256 QAM4.8 dBmV 34.8 dB1515411083
Locked5171000000 Hz256 QAM4.7 dBmV 35.2 dB1389510973
Locked6179000000 Hz256 QAM4.8 dBmV 35.1 dB1386311011
Locked7187000000 Hz256 QAM4.8 dBmV 49.4 dB81756894
Locked8195000000 Hz256 QAM4.7 dBmV 0.0 dB81366842

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked160300000 HzATDMA42.8 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked253700000 HzATDMA42.8 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked439400000 HzATDMA42.3 dBmV64QAM6400000 Hz5120 Ksym/sec
Locked346200000 HzATDMA42.3 dBmV64QAM6400000 Hz5120 Ksym/sec
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killvm
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Re: Working from home and download speed drops from 200M to under 1M

This weekend was fine was running fine. Monday now and the speed is slow and drop connection both wifi and ethernet.

Right now its back on modem mode since the wifi cant reach everyone who working from home.

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Steven_L
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Re: Working from home and download speed drops from 200M to under 1M

Hey @killvm,

 

Thanks for taking the time to post on our forums with your issue.

 

I have been able to locate your account and ran a few checks on our system and it is showing that a new hub would be needed to resolve the issues that you're having.

 

I have arranged for this to be sent out to you, If you need information about your delivery, it can be found on your online account and clicking My Account and Track Your Order, you will also receive your tracking information via text message or email from our delivery partner. 

 

Regards

Steven_L

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killvm
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Re: Working from home and download speed drops from 200M to under 1M

Thanks Steven.

Can you pm the address to send back the old hub back.

Regards
ka

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Steven_L
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Re: Working from home and download speed drops from 200M to under 1M

Thanks for coming back @killvm.

 

We wouldn't need you to return your hub back to us, please can you dispose of this yourself.

 

You can find the local recycling points here.

 

Regards

Steven_L

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killvm
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Re: Working from home and download speed drops from 200M to under 1M

The new Hub seem to work fine for first few days. Now Im getting timeout/disconnection for 2mins every 30-60mins for the last 2 days.

page1.png

page2.png

page3.png

page4.png

you can see I rebooted the hub at 15:33:24 and got timeout 6mins later. Any ideas?

Regards Ka

 

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risc19
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Message 9 of 42
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Re: Working from home and download speed drops from 200M to under 1M

Now you have a working hub, you are now fully connected to a broken network.

Your now subject to all the same problems we are all having at the moment.

My Broadband Ping - Virgin Lagfest Modem Mode
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Beth_G
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Re: Working from home and download speed drops from 200M to under 1M

Hi Ka,

 

I'm sorry to hear you're still experiencing a few issues with your connection after having the hub replaced. It is most strange, as from our end I cannot see that there have been any logged time outs since the reboot. 

 

Would you please consider setting up a Broadband Quality Monitor and to post the graph here after you've got around 24 hours of data? This will help us see how your broadband performs in terms of packet loss and latency.

 

Many thanks,

 

Beth

Beth
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