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alyandrob
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Message 1 of 18
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slow and causing issues with TV streaming

I have the Hub 3 router and in the last month or so I've started to experience problems with watching any live streaming channels on my TV, buffering all the time.  Although it doesn't seem to impact my day-to-day computer use, I've been running a few speed checks and it frequently is as low as 12 mbp download speed, with the max to about 58mbp.  Coincidently it has worsened since I got the Volt upgrade so I should be getting far better speeds!  
I am using wi-fi rather than a wired connection but its only a small flat and the VM Connect app shows excellent coverage in all rooms. Nothing has changed in the house or device usage to explain this drop in speed.
My router status stats are in the next few responses.  (by posting these, please don't assume I have any technical knowledge, I'm following what I have seen other posters do in the hope it helps - so any responses, please explain in simple terms! 😉 )  I note there are lots of "warning" and "critical" comments in the Network log status?

Thanks in advance!

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alyandrob
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Re: slow and causing issues with TV streaming

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 8 0
2 Locked 38.6 8 19
3 Locked 38.9 7 0
4 Locked 38.9 5 0
5 Locked 38.9 19 0
6 Locked 38.9 16 0
7 Locked 38.9 19 0
8 Locked 38.9 18 0
9 Locked 38.9 7 0
10 Locked 38.6 5 0
11 Locked 38.9 6 0
12 Locked 38.9 7 0
13 Locked 38.9 5 0
14 Locked 38.9 11 0
15 Locked 38.9 9 0
16 Locked 38.9 3 0
17 Locked 38.6 5 0
18 Locked 38.6 4 0
19 Locked 38.6 8 0
20 Locked 38.9 5 0
21 Locked 38.6 4 0
22 Locked 38.6 6 0
23 Locked 38.6 6 0
24 Locked 38.6 5 0

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alyandrob
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Re: slow and causing issues with TV streaming

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 202750000 1.2 38 256 qam 9
2 138750000 1.7 38 256 qam 1
3 146750000 2 38 256 qam 2
4 154750000 1.7 38 256 qam 3
5 162750000 1.5 38 256 qam 4
6 170750000 1.5 38 256 qam 5
7 178750000 1.5 38 256 qam 6
8 186750000 1.5 38 256 qam 7
9 194750000 1.5 38 256 qam 8
10 210750000 1 38 256 qam 10
11 218750000 1 38 256 qam 11
12 226750000 0.9 38 256 qam 12
13 234750000 0.7 38 256 qam 13
14 242750000 0.5 38 256 qam 14
15 250750000 0 38 256 qam 15
16 258750000 0 38 256 qam 16
17 266750000 0.7 38 256 qam 17
18 274750000 0.9 38 256 qam 18
19 282750000 0.7 38 256 qam 19
20 290750000 0.5 38 256 qam 20
21 298750000 0.9 38 256 qam 21
22 306750000 0.7 38 256 qam 22
23 314750000 1.2 38 256 qam 23
24 322750000 1.2 38 256 qam 24


Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 41 5120 64 qam 2
2 39400000 40.8 5120 64 qam 4
3 46200000 40.8 5120 64 qam 3
4 60300000 41.3 5120 64 qam 1


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

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alyandrob
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Re: slow and causing issues with TV streaming

Network Log
Time Priority Description
14/01/2022 11:51:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 11:51:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 11:39:10 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2022 08:32:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:38:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 20:02:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 00:28:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 00:26:43 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 00:25:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 21:55:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2021 00:52:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2021 16:12:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2021 09:48:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 13:41:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 23:40:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 13:43:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 08:00:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2021 15:51:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 23:41:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 22:37:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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alyandrob
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Message 5 of 18
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Re: slow and causing issues with TV streaming

trying the last one again! 
Network Log
Time Priority Description
14/01/2022 11:51:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 11:51:56 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/01/2022 11:39:10 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2022 08:32:28 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2022 17:38:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2022 20:02:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 00:28:58 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 00:26:43 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/12/2021 00:25:20 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2021 21:55:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/12/2021 00:52:10 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/12/2021 16:12:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/12/2021 09:48:56 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/12/2021 13:41:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 23:40:35 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/12/2021 13:43:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/12/2021 08:00:12 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/12/2021 15:51:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/12/2021 23:41:41 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/12/2021 22:37:27 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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alyandrob
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Message 6 of 18
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Re: slow and causing issues with TV streaming

bumping my post in the hope that someone could please advise!

Thanks

Alyson

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Adduxi
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Message 7 of 18
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Re: slow and causing issues with TV streaming

Far too many T3 errors in the log IMHO.  Looks like a technician is needed.  The power levels are all okay, so maybe some other issue causing the T3's?

As for the TV, you should really get it wired to the Hub if possible.  You could also try a wifi scanner to see if there are any other routers in the area causing congestion?  There are several on the Play Store.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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alyandrob
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Message 8 of 18
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Re: slow and causing issues with TV streaming

Thanks for your reply Adduxi

Unfortunately it's not possible to get the TV wired to the Hub due to where the router was installed.  However its only a tiny flat and I've tested the speed on both my phone and laptop right next to the router, with the same poor speed results.

Hope someone from VM spots this to advise, I already have to arrange a visit with them to sort the external connection box out as the telephone wires need reconnecting properly.  (Unrelated to this issue!)

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Paul_DN
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Message 9 of 18
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Re: slow and causing issues with TV streaming

Hi alyandrob,
Thank you for reaching out to us in our community and welcome back, sorry to hear you are having issues with a slow connection which is effecting streaming, I have been able to locate your account with the details we have for you, I have done a full diagnostic and cannot see any issues other than a possible WIFI issue, looking at your devices there seems to be low WIFI, have you tried to run our Connect App.

The App allows you to locate and fix most WIFI issues, you can also run black spots and if needed you can order our Intelligent WIFI Pods, you can find out more around these here?

Regards

Paul.

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alyandrob
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Message 10 of 18
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Re: slow and causing issues with TV streaming

Hi Paul

Thanks for your reply. As per my post, I have tested the WiFi range using the Virgin Connect app and it comes up as excellent in all areas - I only have a tiny flat!  It also makes no difference if I test it right next to my router.   

Also as its not a constant issue, it was working perfectly well for a couple of years and only recently started to play up,  I suspect its either an issue with the router or interference as there have been no changes in my home which would have affected it.

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