Forum Discussion

tonytheblue's avatar
tonytheblue
On our wavelength
6 months ago

Internet speed slows down

Hi all,

I'm having problems with my internet speed, I'm on M500 but each day the speed drops to about 5 and I have to reboot the super hub 4. This sorts the problem, but anybody know why or how to fix.

Thanks ๐Ÿ‘ 

  • Client62's avatar
    Client62
    Alessandro Volta

    Repeat reboots of VM Hub as you can see is not fixing anything.

    1) Does a call to 0800 561 0061 reveal a VM service fault in your street ?

    2) Do the Upstream / Downstream Hub status tabs show and signal levels issues or many and increasing errors ?


    3) Use the link below to see if there is a Speed to VM Hub issue, or a VM Hub to device issue.

    https://www.samknows.com/realspeed/

    Once the test begins click on: Run full test to see all the stats.

    The speed at the Hub should reflect your subscription.
    The speed any WiFi device draws data at is limited by its data needs and technical abilities.

    • tonytheblue's avatar
      tonytheblue
      On our wavelength

      Thanks Client62,

      1) no problems in my street

      2) I have the hub 4 in modem mode and cannot access 192.168.100.1 for some reason

      3) realspeed says not available on this network.

      I'm using archer 20 router, tried this thinking it might help with the problem, but still the same issue

      • tonytheblue's avatar
        tonytheblue
        On our wavelength

        Apologies the router I am using is the TP-Link AX1800

         

  • tonytheblue's avatar
    tonytheblue
    On our wavelength

    Same again today, speed down to around 5mb restarted router and back to over 500.

    • Beth_G's avatar
      Beth_G
      Forum Team

      Hi tonytheblue

      Thank you for your post. I'm sorry to hear you've been having some trouble with your broadband speeds. To clarify, is it your download speeds you're having trouble with?

      I've had a look at your specs and everything does appear to be normal. Your downstream channels are slightly on the low side, but only just and shouldn't really be causing any problems. Your BQM also looks great - no signs of issue from there.

      You mentioned you're struggling to access 192.168.001.1, is it the Hub page you're trying to access? If so, please note that it is 192.168.0.1 ๐Ÿ˜Š

      What sorts of speeds are you receiving over a wired and wireless connection?

      • Sephiroth's avatar
        Sephiroth
        Alessandro Volta

        2) I have the hub 4 in modem mode and cannot access 192.168.100.1 for some reason

        It doesn't hurt to read the OP's messages!

  • tonytheblue's avatar
    tonytheblue
    On our wavelength

    Here's the router status

     

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

    253307500000.29999940.366287QAM25625
    11387500005.59999840.946209QAM2561
    21467500005.09999840.366287QAM2562
    31547500005.09999840.946209QAM2563
    41627500004.40000240.366287QAM2564
    51707500004.00000040.946209QAM2565
    61787500003.40000240.946209QAM2566
    71867500003.09999840.946209QAM2567
    81947500002.70000140.946209QAM2568
    92027500002.09999840.366287QAM2569
    102107500002.09999840.366287QAM25610
    112187500001.59999840.366287QAM25611
    122267500001.29999940.366287QAM25612
    132347500001.09999840.366287QAM25613
    162587500001.00000040.366287QAM25616
    172667500000.70000140.366287QAM25617
    182747500000.40000240.366287QAM25618
    202907500000.70000140.366287QAM25620
    212987500001.00000040.366287QAM25621
    233147500000.50000040.366287QAM25623
    243227500000.29999940.366287QAM25624
    27346750000-0.09999840.366287QAM25627
    28354750000-0.40000240.366287QAM25628
    29362750000-0.40000240.366287QAM25629
    30370750000-1.00000040.366287QAM25630
    31378750000-1.09999840.366287QAM25631
    32386750000-1.50000040.366287QAM25632
    33394750000-1.59999840.366287QAM25633
    34402750000-1.70000140.946209QAM25634
    36418750000-1.79999940.366287QAM25636
    37426750000-2.20000138.983261QAM25637
    40450750000-2.29999940.366287QAM25640



    3.0 Downstream channels

    Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

    25Locked40.36628700
    1Locked40.94620900
    2Locked40.36628700
    3Locked40.94620900
    4Locked40.36628700
    5Locked40.94620900
    6Locked40.94620900
    7Locked40.94620900
    8Locked40.94620900
    9Locked40.36628700
    10Locked40.36628700
    11Locked40.36628700
    12Locked40.36628700
    13Locked40.36628700
    16Locked40.36628700
    17Locked40.36628700
    18Locked40.36628700
    20Locked40.36628700
    21Locked40.36628700
    23Locked40.36628700
    24Locked40.36628700
    27Locked40.36628700
    28Locked40.36628700
    29Locked40.36628700
    30Locked40.36628700
    31Locked40.36628700
    32Locked40.36628700
    33Locked40.36628700
    34Locked40.94620900
    36Locked40.36628700
    37Locked38.98326100
    40Locked40.36628700



    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    159964K1840QAM4096759


    3.1 Downstream channels

    Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
    159Locked36-11.088581574816
     
    • tonytheblue's avatar
      tonytheblue
      On our wavelength

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

      12360000042.0205995120 KSym/sec64QAM5
      23010000042.7705995120 KSym/sec64QAM4
      33660000043.7705995120 KSym/sec64QAM3
      44310000043.7705995120 KSym/sec64QAM2
      54960000044.7705995120 KSym/sec64QAM1



      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

      1US_TYPE_ATDMA0000
      2US_TYPE_ATDMA0000
      3US_TYPE_ATDMA0000
      4US_TYPE_ATDMA0000
      5US_TYPE_ATDMA0000



      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      610.047.22KQAM128


      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      6OFDMA20053.900
      • tonytheblue's avatar
        tonytheblue
        On our wavelength

        Network Log

        Time Priority Description

        Mon Aug
        6CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        Mon Aug
        6US profile assignment change. US Chan ID: 6; Previous Profile: ; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        Mon Aug
        5DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        Mon Aug
        6CMSTATUS:US_Diplexer_Mode_Change_Ignore: (TLV-9) , (5-85) ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        Mon Aug
        5MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
        Thu Jan
        3No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta

    Your levels are perfectly good EXCEPT the all important DOCSIS 3.1 channel which has reduced SNR and really low power that should raise more than an eyebrow.  This is where your problem lies, assuming that your WiFi environment isnโ€™t suspect.

    • tonytheblue's avatar
      tonytheblue
      On our wavelength

      Thanks, is this something I can rectify or will it require an engineer?

      • Alex_RM's avatar
        Alex_RM
        Forum Team

        Morning tonytheblue,

        I've had a look at things from our side, and it's identified a performance issue that requires an engineer visit. So I can arrange this I've popped you over a private message.

        Alex_Rm

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta

    Despite what the Forum Team have told you, the level is unacceptable, especially as you have reported problems.  It requires an engineer who knows how to resolve a DOCSIS 3.1 issue - and will also need to have access to 2nd line support, imo.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta

    @tonytheblue

    I urge you to ensure that the technician sees your stats and in particular the DOCSIS 3.1 downstream.  The technician has the portable measurement tool necessary to confirm all this and the noise associated with the poor power levels.

    What we haven't heard from you is whether or not you have checked that your coax cables are tightly screwed in.  This check is very strong advice.

    Please let us know.

    • tonytheblue's avatar
      tonytheblue
      On our wavelength

      Just an update, tech visited Friday and after having a look at the setup and the cabinet has arranged for re-wire on Wednesday.

      He said the same about the docsis 3.1 levels being wrong.

      Thanks

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team

        Thank you for updating us tonytheblue please do let us know how things are looking after the work on Wednesday? 

        Thanks again

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    And yet the BQM looks great. No dropouts, no reboots.