Slow speeds and drop

[H3wey]

Hi, I'm getting drop outs and on 1gig and only gaining around 100mbs can anyone help

[H3wey]

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

4	163000000	-0.900002	37.636276	QAM256	4
1	139000000	-0.700001	38.605377	QAM256	1
2	147000000	-0.700001	37.636276	QAM256	2
3	155000000	-0.599998	37.636276	QAM256	3
5	171000000	-1.299999	38.605377	QAM256	5
6	179000000	-1.799999	38.605377	QAM256	6
7	187000000	-1.799999	38.605377	QAM256	7
8	195000000	-1.900002	38.605377	QAM256	8
9	203000000	-2.099998	38.605377	QAM256	9
10	211000000	-2.400002	38.605377	QAM256	10
11	219000000	-2.900002	38.605377	QAM256	11
12	227000000	-3.200001	38.983261	QAM256	12
13	235000000	-3.099998	38.605377	QAM256	13
14	243000000	-3.000000	38.605377	QAM256	14
15	251000000	-2.900002	38.983261	QAM256	15
16	259000000	-1.900002	38.605377	QAM256	16
17	267000000	-1.599998	38.605377	QAM256	17
18	275000000	-1.400002	38.983261	QAM256	18
19	283000000	-0.900002	38.983261	QAM256	19
20	291000000	-0.799999	38.605377	QAM256	20
21	299000000	-0.700001	38.983261	QAM256	21
22	307000000	-0.799999	38.605377	QAM256	22
23	315000000	-1.099998	38.605377	QAM256	23
24	323000000	-1.099998	38.605377	QAM256	24
25	331000000	-1.000000	38.605377	QAM256	25
26	339000000	-1.299999	38.605377	QAM256	26
27	347000000	-1.400002	38.983261	QAM256	27
28	355000000	-2.099998	38.983261	QAM256	28
29	363000000	-3.299999	38.605377	QAM256	29
30	371000000	-3.400002	38.983261	QAM256	30
31	379000000	-3.400002	38.983261	QAM256	31

3.0 Downstream channels

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

4	Locked	37.636276	0	0
1	Locked	38.605377	0	0
2	Locked	37.636276	0	0
3	Locked	37.636276	0	0
5	Locked	38.605377	0	0
6	Locked	38.605377	0	0
7	Locked	38.605377	0	0
8	Locked	38.605377	0	0
9	Locked	38.605377	0	0
10	Locked	38.605377	0	0
11	Locked	38.605377	0	0
12	Locked	38.983261	0	0
13	Locked	38.605377	0	0
14	Locked	38.605377	0	0
15	Locked	38.983261	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.605377	0	0
23	Locked	38.605377	0	0
24	Locked	38.605377	0	0
25	Locked	38.605377	0	0
26	Locked	38.605377	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.983261	0	0

3.1 Downstream channels

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

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

40

-6.7

1303061702

9102

[H3wey]

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

1	30100000	45.020599	5120 KSym/sec	64QAM	4
2	23600000	45.020599	5120 KSym/sec	64QAM	5
3	36600000	45.270599	5120 KSym/sec	64QAM	3
4	43100000	45.520599	5120 KSym/sec	64QAM	2
5	49600000	45.020599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

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

6

10.0

48.0

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts   T4 Timeouts

6

OFDMA

200

53.9

0

0

[H3wey]

Time Priority Description

Tue Aug 15	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 15	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 15	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 15	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 13	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 12	6	US profile assignment change. US Chan ID: 6; Previous Profile: 12; New Profile: 11.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 12	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 12	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 12	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 11	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Aug 11	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[H3wey]

I've added upto date stats and a few errors , any ideas would be appreciated 

[David_Bn · Accepted solution]

Thanks for coming back to us with more information @H3wey.

I've been able to look into the stats of the hub and this would require an engineer to attend to look into further for us.

Check out the envelope in the top right hand corner for a private message from me.

Kindest regards,

David_Bn

[David_Bn]

Thanks for coming back to me over private message @H3wey, I've been able to book in an engineer appointment for you. 

For details of the time and date of the appointment, and if you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

Furthermore, I'd need to advise that;

There will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Please ensure there is someone over the age of 18 present at the time of the visit.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Kindest regards,

David_Bn

[H3wey]

 I'm confused by the time

[H3wey]

@David_bn

 

[H3wey]

Actually now sorted it @David_Bn

[David_Bn]

Thanks for confirming back to us @H3wey.

Pleased to hear you've been able to resolve this.

Do let us know how the visit goes, and we'll be on hand to assist further if this is required.

Kindest regards,

David_Bn