Terrible speed, potential network fault

[lucianf]

I've been experiencing an extremely slow broadband speed for a few weeks now.

I have an M350 package, previously speedtest would very consistently show speed in the 350 Mbps range, lately it's been around 8-11 Mbps so clearly something is off. No change in my setup, hub 3.0 in modem mode, running speedtest straight of hardwired router.

I found a similar older thread that based on the errors I see in the hub console (lots of alternating "RCS Partial Service"/"Lost MDD Timeout") suggested I post here and maybe a VM technician can have a look, presumably a fault in my area (happy to provide account details and MAC addresses via DM).

Errors go like this:

23/09/2023 23:39:19 Warning! RCS Partial Service;CM-MAC=xx;CMTS-MAC=yy;CM-QOS=1.1;CM-VER=3.0;

23/09/2023 23:39:18 Warning! Lost MDD Timeout;CM-MAC=cx;CMTS-MAC=yy;CM-QOS=1.1;CM-VER=3.0;

23/09/2023 23:37:57 Warning! RCS Partial Service;CM-MAC=xx;CMTS-MAC=yy;CM-QOS=1.1;CM-VER=3.0;

23/09/2023 23:37:57 notice LAN login Success;CM-MAC=xx;CMTS-MAC=yy;CM-QOS=1.1;CM-VER=3.0;

23/09/2023 23:36:27 Warning! RCS Partial Service;CM-MAC=xx;CMTS-MAC=yy;CM-QOS=1.1;CM-VER=3.0;

23/09/2023 23:36:26 Warning! Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=yy;CM-QOS=1.1;CM-VER=3.0;

23/09/2023 23:36:0 Warning! RCS Partial Service;CM-MAC=xx;CMTS-MAC=yy;CM-QOS=1.1;CM-VER=3.0;

23/09/2023 23:35:58 Warning! Lost MDD Timeout;CM-MAC=xx;CMTS-MAC=yy;CM-QOS=1.1;CM-VER=3.0;

23/09/2023 23:35:14 Warning! RCS Partial Service;CM-MAC=xx;CMTS-MAC=yy;CM-QOS=1.1;CM-VER=3.0;

Thanks

Lucian

[lucianf]

For reference, the other thread was https://forums.thinkbroadband.com/virgin_cable/4658200-unrealible-connection.html

[lucianf]

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

1	139000000	1.9	29	256 qam	1
2	147000000	3.2	27	256 qam	2
3	155000000	4	26	256 qam	3
4	171000000	2.7	24	256 qam	5
5	179000000	3	25	256 qam	6
6	187000000	2.2	25	256 qam	7
7	195000000	2.5	28	256 qam	8
8	203000000	2.2	27	256 qam	9
9	211000000	2	26	256 qam	10
10	219000000	2	27	256 qam	11
11	227000000	1.4	32	256 qam	12
12	235000000	1.5	35	256 qam	13
13	243000000	2.7	36	256 qam	14
14	251000000	2.4	36	256 qam	15
15	259000000	1.7	36	256 qam	16
16	267000000	2.2	35	256 qam	17
17	275000000	2.9	35	256 qam	18
18	283000000	1.7	35	256 qam	19
19	291000000	1.5	35	256 qam	20
20	299000000	2.5	35	256 qam	21
21	307000000	2.4	35	256 qam	22
22	315000000	1.7	35	256 qam	23
23	323000000	1.9	35	256 qam	24

Downstream bonded channels

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

1	Locked	29.8	1263860732	396336
2	Locked	27.7	-529146028	592704930
3	Locked	26	-176156233	-551181896
4	Locked	24.1	-919897378	-309487106
5	Locked	25	-517104730	-708549487
6	Locked	25.7	44792567	1506153246
7	Locked	28.6	-743593072	156936
8	Locked	27.8	-984705494	3692565
9	Locked	26.5	813517673	1902143493
10	Locked	27.4	1628014891	53072224
11	Locked	32.9	29622487	1695
12	Locked	35	51703	1199
13	Locked	36.3	6342	757
14	Locked	36.3	5944	708
15	Locked	36.3	5484	650
16	Locked	35.7	7146	706
17	Locked	35.7	6047	595
18	Locked	35.5	6204	507
19	Locked	35.7	5682	471
20	Locked	35.5	8009	503
21	Locked	35.7	7150	470
22	Locked	35.7	7874	850
23	Locked	35.5	82943	784

Upstream bonded channels

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

1	36600000	43.3	5120	64 qam	11
2	23600000	43.3	5120	64 qam	13
3	30100021	41.8	5120	64 qam	12
4	43099969	45.8	5120	64 qam	10
5	49599974	49	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	2	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0
5	ATDMA	0	0	2	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	xx

Primary Downstream Service Flow

SFID	224
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	223
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

ItemStatusCommentsAcquired Downstream Channel (Hz)

139000000

Locked

Ranged Upstream Channel (Hz)

36600000

Locked

Provisioning State

Online

[Client62]

Check 0800 561 0061 - there looks to be a significant noise fault ...

Downstream bonded channels

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

1	Locked	29.8	1263860732	396336
2	Locked	27.7	-529146028	592704930
3	Locked	26	-176156233	-551181896
4	Locked	24.1	-919897378	-309487106
5	Locked	25	-517104730	-708549487
6	Locked	25.7	44792567	1506153246
7	Locked	28.6	-743593072	156936
8	Locked	27.8	-984705494	3692565
9	Locked	26.5	813517673	1902143493
10	Locked	27.4	1628014891	53072224
11	Locked	32.9	29622487	1695
12	Locked	35	51703	1199
13	Locked	36.3	6342	757
14	Locked	36.3	5944	708
15	Locked	36.3	5484	650
16	Locked	35.7	7146	706

[lucianf]

Already have - they say no issue in my area & then hang up.

[lucianf]

FWIW VM support have mentioned there is an issue reported in my area (wonder why this not picked up by their own status checker?) and their network teams are now aware.  Then they offered:
- to help me set up my Wi-Fi with a single SSID and have me test from the same room as the hub (despite me initially mentioning I had a router hardwired to their hub in modem mode..)
- to replace my 3.0 hub with a hub 5 as this improves Wi-Fi speed (again not addressing my issue..)
- to send in "fresh signals from their end" and "changed bandwidth from 2.4Ghz to 5GHz which will massively improve on my services and resolve any intermittent issues if any" (their words) (I laughed hard on this one)

Still having higher hopes on someone from VM picking this up here.....

[Kath_F · Accepted solution]

Hi lucianf, 

Thanks for taking the time to contact us via the Community. ⭐

We're sorry to hear that you're having issues with your connection. Taking a look at things this end, any area fault has been closed now. Running further diagnostics, a few performance issues are being picked up. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,