Forum Discussion

co_olin's avatar
co_olin
Joining in
2 months ago

Slow speed, woeful support 😩

Long term VM broadband customer, been on 1Gig since Jan and it was originally 900m+, but last 3 months it's maxed out at 475m and nothing in all the guidance has changed this. I should say we use the hub in modem mode and I only test speed wired.

Really painful VM support experience, who only want to resolve WiFi speed/coverage or educate me about the impact the number of connected devices can have. Combine that with chat questions that fail to get you a human, a broken link for the WhatsApp handover, and you have to reflect that this is a pretty apauling

  • Cardiffman282's avatar
    Cardiffman282
    2 months ago

    Lots of Post RS errors and uncorrectable errors. Check all cables and connections are tight and in good condition. Also check for local faults on 0800 561 0061. 

  • co_olin's avatar
    co_olin
    Joining in
    2 months ago

    *appalling customer service experience.

    Anyway, I'm all ears for advice as I'm at my wits end! Posting logs next.

  • co_olin's avatar
    co_olin
    Joining in
    2 months ago
    Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream
    Cable Modem StatusOnlineDOCSIS 3.0
    Primary downstream channelLockedSC-QAM
    DOCSIS 3.0 channels315
    DOCSIS 3.1 channels11
     
    3.0 Downstream channels
    Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
    1    138000000    6.9    40    QAM 256    1
    2    146000000    6.2    40    QAM 256    2
    3    154000000    6.4    40    QAM 256    3
    4    162000000    6.6    41    QAM 256    4
    5    170000000    6.5    41    QAM 256    5
    6    178000000    6.6    41    QAM 256    6
    7    186000000    6.3    41    QAM 256    7
    8    194000000    6.6    41    QAM 256    8
    9    202000000    6.8    41    QAM 256    9
    10    210000000    6.8    41    QAM 256    10
    11    218000000    6.8    41    QAM 256    11
    12    226000000    6.9    41    QAM 256    12
    13    234000000    6.8    41    QAM 256    13
    14    242000000    6.9    41    QAM 256    14
    15    250000000    6.9    41    QAM 256    15
    16    258000000    6.5    41    QAM 256    16
    17    266000000    6.5    41    QAM 256    17
    18    274000000    6.8    41    QAM 256    18
    19    282000000    6.6    41    QAM 256    19
    20    290000000    6.7    41    QAM 256    20
    21    298000000    6.7    41    QAM 256    21
    22    306000000    6.5    41    QAM 256    22
    23    314000000    6.5    41    QAM 256    23
    24    322000000    6.5    41    QAM 256    24
    25    330000000    6.2    41    QAM 256    25
    26    410000000    7    41    QAM 256    35
    27    418000000    7.2    41    QAM 256    36
    28    522000000    7.6    41    QAM 256    37
    29    530000000    7.5    41    QAM 256    38
    30    538000000    7.9    41    QAM 256    39
    31    546000000    7.9    40    QAM 256    40

    3.0 Downstream channels
    Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
    1    Locked    40    58968    31926
    2    Locked    40    46222    6452
    3    Locked    40    76390    57399
    4    Locked    41    300576    60048
    5    Locked    41    399578    126549
    6    Locked    41    12457    11801
    7    Locked    41    12181    8631
    8    Locked    41    14787    7825
    9    Locked    41    17023    8887
    10    Locked    41    19979    6749
    11    Locked    41    22876    6990
    12    Locked    41    22882    8378
    13    Locked    41    17654    8380
    14    Locked    41    10595    7863
    15    Locked    41    8756    543
    16    Locked    41    8667    502
    17    Locked    41    7800    6312
    18    Locked    41    6307    897
    19    Locked    41    7386    8032
    20    Locked    41    7206    668
    21    Locked    41    9587    13346
    22    Locked    41    9359    13142
    23    Locked    41    8144    6322
    24    Locked    41    6676    452
    25    Locked    41    7964    4859
    26    Locked    41    3434    497
    27    Locked    41    6036    11884
    28    Locked    41    1270    18
    29    Locked    41    2931    4125
    30    Locked    41    3438    4479
    31    Locked    40    874    14

    3.1 Downstream channels
    Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
    41    94    4K    1840    QAM 4096    1108

    3.1 Downstream channels
    Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
    41    Locked    41    7.5    3966129139    14817
    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter
      2 months ago

      Lots of Post RS errors and uncorrectable errors. Check all cables and connections are tight and in good condition. Also check for local faults on 0800 561 0061. 

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      2 months ago

      Hi co_olin thanks for your post although we're sorry to hear of your concerns.

      We have ran checks and we're unable to see any issues on the network at the time of writing, is this still happening for you and do you need any further support?

      Many thanks

      • co_olin's avatar
        co_olin
        Joining in
        3 days ago

        I had an excellent engineer visit this week who replaced the router and demonstrated the full Gig speed on SamKnows. No more Post RS errors showing! I am able to get close to the Gig on Hub WiFi6 on my phone.

        However, the LAN ethernet connections are still half-speed for no reason I can determine. Running the 'network diagnostic tool' on the hub 5 web interface shows a problem on ethernet connections (screenshot below). 

        Would appreciate any help! I use ethernet for work, gaming and a mesh wifi system ... none of which are getting the full bandwidth that the Hub is seeing :-(

        SamKnows Realspeed with laptop on CAT6 cable to hub:

         

  • co_olin's avatar
    co_olin
    Joining in
    3 days ago

    I also see the following error in the Network Log - perhaps related?

    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=***********************;CMTS-MAC=***********************;CM-QOS=1.1;CM-VER=3.1;

     

    • Molly_T's avatar
      Molly_T
      Forum Team
      4 hours ago

      Hi Co_olin 👋 thanks for coming back to the thread to keep us updated!

      Glad to hear the engineers appointment mostly went well, and they were able to help get some of the issues with your speeds sorted. Would be interested to know if the Ethernet issue was happening with the hub before the engineer attended, and if they tested for this during the appointment?

      It sounds as though there may be an issue with the ports on the hub itself. I'd like to investigate further and help get this sorted. I will send you a PM to confirm a few account details and offer support. You can find the PM in your Inbox ✉ in the top right corner of the page. We can then return to this public thread with another update when possible.

      Thanks for your patience in the meantime! 🌞