Forum Discussion

KamilG_'s avatar
KamilG_
Joining in
6 months ago

Unbearably slow connection and ATOM errors

I'm on a new VM M500 package since July this year, which came with a hub replacement as completely new contract. The speed on both wired and wireless devices has been somewhat underwhelming, I've always run the VM hubs in modem mode with my own router and this one was no different but the speed and constant drop outs when running on my tp-link deco was unbearable and have reverted the dreaded SH3 to router mode for the last 2 weeks but nothing has changed, its managed to somehow get worse. 

Multiple pinhole & factory resets don't seem to be doing the trick, and while I did receive an email from VM last week to say they've noticed something isn't right with the connection and that a remote fix will be applied, with an email the next day saying its been fixed, it has improved nothing bar my BQM graph looking slightly less yellow. 

I've seen a few of the apparently dreaded ATOM self healing restarts in the logs which coincide with all connected devices not having an internet connection, but being connected to wifi and needing the network to be forgotten and then re-added to restore the connection.

All cables and connections have been checked multiple times, including using different cables and nothing has changed. Any idea what the logical steps here can be to get this working as it should? Engineer visit? replacement hub? 

Hub logs and stats: 

Spoiler

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000002.540256 qam25
21390000004.840256 qam1
31470000004.540256 qam2
41550000004.140256 qam3
5163000000440256 qam4
6171000000440256 qam5
71790000003.740256 qam6
81870000003.540256 qam7
91950000003.440256 qam8
102030000003.240256 qam9
112110000002.940256 qam10
122190000002.740256 qam11
132270000002.540256 qam12
142430000002.240256 qam14
152990000002.740256 qam21
163070000002.740256 qam22
173150000002.940256 qam23
183230000002.940256 qam24
193390000002.440256 qam26
20347000000240256 qam27
21355000000240256 qam28
22363000000240256 qam29
233710000002.240256 qam30
243790000002.240256 qam31


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.9630
2Locked40.916660
3Locked40.911460
4Locked40.910100
5Locked40.9109312
6Locked40.39640
7Locked40.94330
8Locked40.32260
9Locked40.93480
10Locked40.95390
11Locked40.92416
12Locked40.91090
13Locked40.91020
14Locked40.916510
15Locked40.34414
16Locked40.9910
17Locked40.38518
18Locked40.37453
19Locked40.9536
20Locked40.36043
21Locked40.9810
22Locked40.35317
23Locked40.3750
24Locked40.9370

 

12 Replies

Sort By
  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    With the Hub 3 in Router mode.   Install the Samknows Realspeed app on your Android or iPhone mobile and review the speeds to the Hub and then to your mobile.  

    Run the "Full Test", the downstream / upstream speeds at the VM Hub should reflect the M500 subscription,
    if this falls well short of the expectations check the connection is being shown as 500x50 by the Realspeed app and that in the VM Hub 3 Configuration tab the speed profile is that of M500.

    The Wi-Fi to the mobile will be more variable, but should be decent when close enough for use of the 5GHz band.

  • KamilG_'s avatar
    KamilG_
    Joining in
    6 months ago

    The RealSpeed app and website are showing the package as 250x50, the download/ upload to the hub itself is showing the expected M500 package but with my phone right next to the hub both upload and downloads are failing 

    The hub configuration shows this which to me looks like the M500 config 

    Primary Downstream Service Flow

    SFID6176
    Max Traffic Rate575000085
    Max Traffic Burst42600
    Min Traffic Rate0



    Primary Upstream Service Flow

    SFID6175
    Max Traffic Rate55000085
    Max Traffic Burst42600
    Min Traffic Rate0
    Max Concatenated Burst42600
    Scheduling TypeBestEffort

    The logs themselves look like this the past few days: 

    Network Log

    Time Priority Description

    29/10/2024 23:08:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/10/2024 15:25:46noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    29/10/2024 15:25:46ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    28/10/2024 11:01:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    27/10/2024 21:43:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    27/10/2024 13:05:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/10/2024 07:48:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    26/10/2024 07:48:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    22/10/2024 14:12:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    22/10/2024 12:03:13noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    22/10/2024 12:03:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    20/10/2024 09:53:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/10/2024 21:46:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/10/2024 18:30:28noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/10/2024 18:30:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    19/10/2024 14:04:47noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    17/10/2024 22:54:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    17/10/2024 19:41:43noticeNOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    17/10/2024 19:32:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
    17/10/2024 19:31:51Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

     

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      6 months ago

      Hi there KamilG_ 

      Thank you so much for your post and welcome to the community forums, it's great to have you here. 

      I am so sorry that you are facing an issue with your service. I have taken a look on our side and I cannot see any issues with the Hub specs that could be causing these issues. I can see there was a disconnection last week but seems look to be much more stable since, can I ask how things have been looking since your last post? 

      • KamilG_'s avatar
        KamilG_
        Joining in
        6 months ago

        It’s been the same constantly, the internet will be there for a few hours in the day working ok and then while it’s still there it’s so unbearably slow that I’d have to switch to hotspotting or using data on my phone to load websites etc up. Tried to switch back to modem mode but same issue so it’s back in router mode now to show it’s happening there too