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Slow Broadband after upgrade to 350meg

Hi All,

Just upgraded by package from BB only at 200meg to the oomph pack which included sims,TV360,landline and an upgrade to 350BB.  Unfortunately, since this took place on Friday I have only seen an slight intermittent increase to the BB speed by around 10 to 20meg and occasionally in the late 100’s which really makes the upgrade pointless as I had a constant 200/210 on my previous package yet upload speeds have almost doubled??

I’ve done the usual first line support tests, reset the router (Which is in modem mode), reset my mesh router, checked cabling, none of which has changed since the upgrade, yet speeds are still disappointing.   What I have noticed is when the VMrouter is restarted, I can run speedtest on various platforms, both wired & wireless and see speeds between 350 & 380 but within minutes of the router settling down, it drops again to 220/240ish and as mentioned, occasionally late 100s.  what is even more worrying, when looking on the forum, lots of people report the same thing after an upgrade?

Fortunately, I have access to plenty of wireless and wired testing equipment and all report the same speed issues no matter what configuration is used. Internal wireless speeds back to MY router show around 8to900meg and obviously unrestricted gig connection when wired. All cabling used is cat6 and as mentioned, this issue has only started at the point of upgrade after running nicely for the past 4 or 5 or 6 ?? (Quite a while) years,  so quite confident my infrastructure is all good...

I’ve tried the usual support robot on VM’s website (Terri,  the bulldog) but he’s no use and just sends you in circles and drives you mad, and when looking on the help pages, most either don’t open with HTTP400 errors or again send you in circles.

As I’m still within the 14day cooling off period, I’m looking to get this resolved ASAP while I’m still within my right to have the lot removed and scrap the idea altogether.

Thanks in advance.

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gary_dexter
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Message 2 of 16
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Re: Slow Broadband after upgrade to 350meg

What speeds do you get wired direct to the hub without the mesh?


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Message 3 of 16
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Re: Slow Broadband after upgrade to 350meg

Thanks for the response,

Obviously when the modem is in router mode, it doesn't manage DHCP so the device wont be allocated an IP address. are you suggesting reset the router again to a stand alone device? 

as mentioned i manage to get 350 to 380 speedtest within a few mins of a router restart, suggesting the service is being sent by the VM switches but then the router throttles back to the late 100's / early 200 area. ?

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AxxxxA
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Message 4 of 16
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Re: Slow Broadband after upgrade to 350meg

Apologies, for clarity, my previous should have read Modem Mode, not router mode. 

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gary_dexter
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Message 5 of 16
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Re: Slow Broadband after upgrade to 350meg

Keep the hub in modem mode.

Power it off and disconnect the mesh system.

Plug in a single laptop/desktop by Ethernet and power the hub on.

This one device will have outbound internet access and you can test speeds etc. 


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Message 6 of 16
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Re: Slow Broadband after upgrade to 350meg

Ive done just that with different result on every restart of the modem and with different devices, as below.
 
Laptop 1
speed tests showed a final value of 143, 141, 136 and more in the same area which is worse that normal but not unseen

Restarted modem and checked again.
Speed test showed 152, 138, 146

Restarted again and this time slightly higher result, at 190,217,197

Moved onto laptop 2
This time the result were initially higher which was great at 301, 313, 327, left it for a few mins and tested again where the speed had dropped to around 246 to 260ish

Went for a restart again and now back to original reported numbers:  

Speed test initially started at 263 and dropped to 220
Speed test initially started at 245 and dropped to 225, plus a few other tests showing slightly higher and lower values.

At this point I re-attached my Mesh kit which also handles all the wired kit as well.

Ran tests again on my devices and we are again back to inconsistent results as original reported. Laptop 1 which above initially ran 136 to 145 now tested at 330 but minutes later has reading as low as 186 to 236. This is the same for other wired and android devices over wifi..

So from the result above, I’m left think the issue certainly happens after a restart of the modem which is something that happened on Friday when the upgrade took place and something that’s not been restarted in ages as its never had an issue.

Starting to think I should have just left well enough alone ☹

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gary_dexter
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Message 7 of 16
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Re: Slow Broadband after upgrade to 350meg

Post the network, upstream and downstream logs from the hubs admin pages back here as text 


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Message 8 of 16
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Re: Slow Broadband after upgrade to 350meg

There you go gary, see below.  out of interest, what numbers are you looking for ?

Thanks

Downstream

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 323000000 -3.4 40 256 qam 24
2 139000000 -3.2 38 256 qam 1
3 147000000 -3.2 38 256 qam 2
4 155000000 -3.7 38 256 qam 3
5 163000000 -3.5 40 256 qam 4
6 171000000 -3.5 38 256 qam 5
7 179000000 -3.7 38 256 qam 6
8 187000000 -4 38 256 qam 7
9 195000000 -4.2 38 256 qam 8
10 203000000 -4.4 38 256 qam 9
11 211000000 -4.7 38 256 qam 10
12 219000000 -5.2 40 256 qam 11
13 227000000 -5.4 38 256 qam 12
14 235000000 -5.2 38 256 qam 13
15 243000000 -5.2 38 256 qam 14
16 251000000 -5.2 38 256 qam 15
17 259000000 -5 38 256 qam 16
18 267000000 -4.9 38 256 qam 17
19 275000000 -4.7 38 256 qam 18
20 283000000 -4.4 38 256 qam 19
21 291000000 -4.2 40 256 qam 20
22 299000000 -3.9 38 256 qam 21
23 307000000 -3.7 40 256 qam 22
24 315000000 -3.5 40 256 qam 23


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 6 0
2 Locked 38.9 0 0
3 Locked 38.9 4 0
4 Locked 38.9 2 0
5 Locked 40.3 6 0
6 Locked 38.9 7 0
7 Locked 38.9 5 0
8 Locked 38.9 5 0
9 Locked 38.9 7 0
10 Locked 38.9 5 0
11 Locked 38.9 5 0
12 Locked 40.3 6 0
13 Locked 38.6 6 0
14 Locked 38.9 5 0
15 Locked 38.9 4 0
16 Locked 38.9 2 0
17 Locked 38.9 6 0
18 Locked 38.9 6 0
19 Locked 38.9 6 0
20 Locked 38.9 6 0
21 Locked 40.3 4 0
22 Locked 38.9 5 0
23 Locked 40.3 6 0
24 Locked 40.3 6 0

Upstream

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 46200012 39.8 5120 64 qam 3
2 39399983 39.8 5120 64 qam 4
3 53699996 39.8 5120 64 qam 2
4 60299998 39.8 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

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gary_dexter
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Message 9 of 16
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Re: Slow Broadband after upgrade to 350meg

The downstream levels are marginally low. Is there an attenuator fitted to the back of the hub?


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Message 10 of 16
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Re: Slow Broadband after upgrade to 350meg

No.  2 cables from the internal wall box, 1 was going to the modem which was working prior to the upgrade the other was capped off.  But now in use and going to the tv360 box so both are in use.  No attenuators are fitted to either cables.

From memory, had a similar issue a few years ago and an engineer had to attend with a meter and get them adjusted.. 

Cheers 

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