from Rock Solid 50Mb - upgraded to flakey 100Mb

[duffster]

Upgraded from 50Mb to 100Mb about 2 weeks ago.

I've never seen 10Mb upload speed, although I managed 9Mb at around midnight - not much use I'm afraid.

I mostly see around 7Mb up.

My download speeds are very variable - anything from 65Mb - 103Mb.

I've pasted my speedtest.net results below - these were mostly using TranceFM and namisco as I am in London.I have also verified my speeds to private networks I have access to which are on 1Gb leased lines, so I'm sure about the speeds I'm seeing.

Far more irritatingly, I keep getting outages where I have no access to the internet for a few minutes at a time. As this never happened whilst I was on 50Mb, it can only be due to the upgrade. The engineer wouldn't let me keep my old VMG300 so either this is occurring due to the new "superhub" being no good, or maybe because the powerlevels are wrong for the new modem. It would be rather coincidental if it were happening due to network problems.

So which is it VM? Would you like to send me my VMG300 back so I can see if the problems go away, or would you like to spend weeks checking the network to try and find the problem?

For the record, this occurs on all my computer devices, both windows and linux, and also on various android devices regardless of whether they are wired or wireless. It is not a problem with any of my equipment, so the fault can only lie with the superhub or the VM network.

Please look into this, and tell me what you are going to do about it.

Thanks.

1/27/2012 10:04 AM	GMT	67.48	4.05	23	London
1/27/2012 10:08 AM	GMT	54.26	5.07	17	London
1/27/2012 10:17 AM	GMT	79.18	6.51	15	London
1/27/2012 10:17 AM	GMT	83.81	6.67	16	London
1/27/2012 10:19 AM	GMT	52.55	6.85	15	London
1/27/2012 10:37 AM	GMT	56.67	6.75	16	London
1/27/2012 10:44 AM	GMT	99.98	6.95	15	London
1/27/2012 10:45 AM	GMT	99.99	6.51	17	London
1/27/2012 10:46 AM	GMT	102.21	6.97	17	London
1/27/2012 10:49 AM	GMT	101.11	6.59	16	London
1/27/2012 10:53 AM	GMT	100.61	6.9	17	London
1/27/2012 10:54 AM	GMT	97.98	6.83	14	London
1/27/2012 10:57 AM	GMT	74.85	6.76	11	London
1/27/2012 10:58 AM	GMT	97.33	6.7	12	London
1/27/2012 10:59 AM	GMT	65.94	6.86	10	London
1/27/2012 11:00 AM	GMT	58.01	6.47	50	Newbury
1/27/2012 11:01 AM	GMT	64.27	6.91	26	London
1/27/2012 11:02 AM	GMT	75.56	7.03	17	London
1/27/2012 11:02 AM	GMT	64.71	7.16	13	London
1/27/2012 11:04 AM	GMT	65.01	6.8	50	Newbury
1/27/2012 11:07 AM	GMT	61.65	7.02	23	London
1/27/2012 11:54 AM	GMT	102.42	5.31	28	London
1/27/2012 1:04 PM	GMT	103.17	7.04	11	London
1/27/2012 11:58 PM	GMT	94.73	9.23	12	London
1/27/2012 11:59 PM	GMT	101.52	9.09	16	London
1/29/2012 12:41 AM	GMT	102.22	9.16	14	London
1/29/2012 12:41 AM	GMT	103.68	9.1	24	London
1/29/2012 12:42 AM	GMT	102.77	9.15	16	London
1/30/2012 11:33 AM	GMT	102.82	8.83	10	London
2/4/2012 9:31 PM	GMT	66.73	5.57	11	London
2/4/2012 9:31 PM	GMT	64.91	6.99	18	London
2/8/2012 10:25 PM	GMT	79.58	7.35	17	London
2/8/2012 10:26 PM	GMT	68.42	7.76	25	London

[duffster]

So what do I have to do to get a response from VM on this?

My speeds vary day to day, and I sometimes see good download speeds but they go from about 55-100Mb so hardly reliable.

I've never seen 10Mb upload yet - 9Mb is the max, but it is mostly less than that.

My computer is fine - I'm using a modern PC with GbE wired connection to the superhub. The problem rests entirely with the modem or the broadband provision itself.

Furthermore, the superhub loses its wireless connection requiring a reboot about once a week. It is a very long way from being a robust piece of kit.

Please give me back my VMG300. I never had to reset that.

[paultechy]

the forum admin team are close to about 5 to 7 day wait for a reply, also they answer posted based on the oldest post in a thread.. so i would advise not posting anything further and DONT do any bumps that's worse.

Visit http://192.168.0.1 username admin password changeme if you then click on advanced settings, and choose connection and copy and paste all details can you also post the event log... you could re-use your own router and use modem mode - >How do I set up Modem Mode on my Super Hub?

[duffster]

stats requested below.

Also see my thinkbroadband graph:

http://www.thinkbroadband.com/ping/share/1cf75722a96fae3ec7e62cb3f4483476-23-02-2012.html

It clearly shows terrible ping stats on the weekends, but better during the week. There seems to be some serious overutilisation going on there.

Please leave this thread for VM to reply to.

Thanks

Connection

Startup Procedure Procedure Status Comment Acquire Downstream Channel 315000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK   Security Enabled BPI+

Downstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked Locked QAM256 62 55616000 Kbits/sec 315000000 Hz 4.7 dBmV 36.8 dB Hybrid Locked QAM256 60 55616000 Kbits/sec 299000000 Hz 5.1 dBmV 36.8 dB Hybrid Locked QAM256 61 55616000 Kbits/sec 307000000 Hz 4.9 dBmV 36.9 dB Hybrid Locked QAM256 63 55616000 Kbits/sec 323000000 Hz 4.3 dBmV 36.5 dB Hybrid Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

Upstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power Locked ATDMA 1 20480 Kbits/sec 45800000 Hz 40.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Primary Downstream Service Flow Downstream(0) SFID 11012 Max Traffic Rate 110000000 bps Max Traffic Burst 10000 bytes Mix Traffic Rate 0 bps

Primary Upstream Service Flow Upstream(0) SFID 19742 Max Traffic Rate 10250000 bps Max Traffic Burst 16320 bytes Mix Traffic Rate 0 bps Max Concatenated Burst 16320 bytes Scheduling Type Best Effort

Current System Time:Thu Feb 23 21:44:55 2012 Time Priority Description  Mon Feb 20 10:39:13 2012    Critical (3)   DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;   Mon Feb 20 10:39:04 2012    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;   Mon Feb 20 10:38:19 2012    Notice (6)   CMTS DCC 315000000 MHz   Mon Feb 20 10:37:27 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;   Mon Feb 20 10:36:55 2012    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;   Mon Feb 20 09:43:20 2012    Error (4)   DHCP RENEW sent - Invalid DHCP v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;   Fri Jan 27 11:17:08 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow   Time Not Established   Critical (3)   DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   DHCP FAILED - Request sent, No response;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xxCM-QOS=1.0;CM-VER=3.0;

[duffster]

sorry, that ping graph should have been this one:

http://www.thinkbroadband.com/ping/share/4b55c1c5f690742aad942093381024c7.html

[duffster]

and last sunday for comparison:

http://www.thinkbroadband.com/ping/share/3c763e3e3e43738908fe3e586012384c-19-02-2012.html

[Oliver_C]

Hi duffster, 

I have checked your local network segment and I can see that during peak hours your local UBR is suffering from high load.  If this load continues we will pass this on to our network team for further investigation.  

Please accept my apologies for any inconvenience caused. 

[duffster]

That really isn't a particularly helpful response.

Since I upgraded to 100Mb, I have very rarely seen the full download speed and I have NEVER seen 10Mb upload.

On average I'd say I get about 70Mb down and 7Mb up - and that is an average so it is frequently much worse than that. Are you going to give me a 30% discount on my bill to compensate?

You have not stated how the load will be checked. Is it automated? Do you manually check periodically (assuming you remember to do so)? Do you rely solely on me to report continued poor speeds?How long does the poor speed have to persist for before you regard it as a problem worthy of investigation?

Given that it has been like this since I moved to 100Mb, I can't see any reason to believe it is going to get any better on its own, so I would appreciate it if you would launch an investigation now. Is this something you can do?

Thanks,

[Benjamin_T]

Hi duffster,

As this is a community support forum we are unable to discuss complaints and/or billing queries.

Please call 150 from a Virgin Media landline or 0845 454 1111.

[duffster]

down to 28Mb/sec today.

It's getting worse.

http://www.speedtest.net/result/1827980765.png

Are you going to look into this now?