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Poor broadband download speed

Really poor broadband and no customer service - the only automated advice is to restart the hub which I have done numerous times and check the connections, again all checked numerous times. Any help very much appreciated:

 

Acquired Downstream Channel (Hz)

435000000

Locked

Ranged Upstream Channel (Hz)

53699996

Locked

Provisioning State

Online

 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

435000000

8.5

40

256 qam

36

2

235000000

9.6

40

256 qam

13

3

243000000

9.5

40

256 qam

14

4

251000000

9.5

40

256 qam

15

5

259000000

9.5

40

256 qam

16

6

267000000

9.1

40

256 qam

17

7

275000000

9

40

256 qam

18

8

283000000

9

40

256 qam

19

9

291000000

9

40

256 qam

20

10

299000000

9

40

256 qam

21

11

307000000

9

40

256 qam

22

12

315000000

9.1

40

256 qam

23

13

323000000

9.3

40

256 qam

24

14

347000000

8.6

40

256 qam

25

15

355000000

8.5

40

256 qam

26

16

363000000

8.5

40

256 qam

27

17

371000000

8.5

40

256 qam

28

18

379000000

8.5

40

256 qam

29

19

387000000

8.9

40

256 qam

30

20

395000000

8.8

40

256 qam

31

21

403000000

8.6

40

256 qam

32

22

411000000

8.9

40

256 qam

33

23

419000000

8.9

40

256 qam

34

24

427000000

8.5

40

256 qam

35

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

56

0

2

Locked

40.3

108

16

3

Locked

40.3

105

12

4

Locked

40.3

136

22

5

Locked

40.9

110

17

6

Locked

40.9

78

12

7

Locked

40.3

62

0

8

Locked

40.9

73

0

9

Locked

40.9

127

1

10

Locked

40.9

115

0

11

Locked

40.3

54

0

12

Locked

40.9

34

0

13

Locked

40.9

50

0

14

Locked

40.3

36

0

15

Locked

40.9

49

0

16

Locked

40.3

63

0

17

Locked

40.9

67

0

18

Locked

40.3

35

0

19

Locked

40.3

46

0

20

Locked

40.3

55

0

21

Locked

40.9

53

0

22

Locked

40.3

42

0

23

Locked

40.3

60

0

24

Locked

40.9

71

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

53699996

3.35

5120

64 qam

2

2

39399979

3.35

5120

64 qam

4

3

46200004

3.35

5120

64 qam

3

4

60300014

3.35

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

 

Network Log

Time

Priority

Description

19/07/2020 17:24:52

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/07/2020 04:05:3

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/07/2020 12:38:0

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/07/2020 00:47:17

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 08:00:17

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 08:00:8

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 08:00:8

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:59:47

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:59:47

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:59:15

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:58:45

Warning!

TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:58:45

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:58:45

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:58:45

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:57:24

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:57:24

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/07/2020 07:56:27

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

 

 

 

 

 

 

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

dJKDHSUBsgvca69834ncxv9873254

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Superfast
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Re: Poor broadband download speed

Could you confirm you've checked download speeds on a wired connection, direct to the HUB?

Although within spec (between -6 and +10) I would suggest that the power levels on some (most) of your downstream channels are too high.

Alternatively there could be an oversubscription in your area,meaning too many users, however a VM staff member on here would have to confirm.

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Alessandro Volta
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Re: Poor broadband download speed

Also your upstream levels are on the low side, I think you need an attenuator in your circuit, that requires a technician visit. Call customer services or wait for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Re: Poor broadband download speed

Hi hockeyages, thanks for posting and welcome to our community.

I am really sorry you're having poor broadband speeds and are having a poor experience in trying to resolve the issue.  I would like to look into this further for you. To enable me to do so, I am going to send you a private message.  Please look out for the purple envelope in the top right of the screen.

Regards

 

Lee_R

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