1Gig Slow connection DOCSIS 3.1

[Ash_]

Hey all, IT/Software engineer here who has signed up for the 1gig package.

I was originally on the 250 MB package which as rock solid for years. Working from home more and uploading/downloading large virtual machine files required the upgrade. I took the plunge last week but the internet speed is very intermittent. 

Some days I can get 1180mbps down and 105 up and the next day it's 450mbps down and 45mb up. I have tried various connection methods including Wifi 6 enabled Macbook Pro, iPhone 14 and iPad. Additionally, I purchased a 2.5gig ethernet adaptor for my Mac thinking there might be congestion on the 2.4/5ghz range but it makes no real difference.

It's like something is going on at the exchange and it then sorts itself out a few hours later. 

I have had an engineer out who looked at everything and it was all over the place then. He replaced a few things and it was ok for a day and it's back doing the same. 

Is this normal for the 1gig connection as I am rarely seeing 1gb download and have only seen over 100mb upload two times. 

I have factory reset the router and also tried just my laptop connected but that makes no difference when it's being slow. 

Cable Modem StatusItem Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

1	330000000	2.9	41	QAM 256	25
2	138000000	6.7	40	QAM 256	1
3	146000000	6.2	40	QAM 256	2
4	154000000	5.8	40	QAM 256	3
5	162000000	5.6	40	QAM 256	4
6	170000000	5.4	40	QAM 256	5
7	178000000	5.3	41	QAM 256	6
8	186000000	5.1	41	QAM 256	7
9	194000000	4.8	41	QAM 256	8
10	202000000	4.5	41	QAM 256	9
11	210000000	4.6	41	QAM 256	10
12	258000000	3.9	41	QAM 256	16
13	266000000	3.8	41	QAM 256	17
14	274000000	3.6	41	QAM 256	18
15	282000000	3.5	41	QAM 256	19
16	290000000	3.7	41	QAM 256	20
17	298000000	3.7	41	QAM 256	21
18	306000000	3.5	41	QAM 256	22
19	314000000	3.2	41	QAM 256	23
20	322000000	3.1	41	QAM 256	24
21	338000000	3.1	41	QAM 256	26
22	346000000	2.8	41	QAM 256	27
23	354000000	2.5	41	QAM 256	28
24	362000000	2.5	41	QAM 256	29
25	370000000	2.5	41	QAM 256	30
26	378000000	2.3	41	QAM 256	31
27	386000000	1.9	41	QAM 256	32
28	394000000	1.6	41	QAM 256	33
29	402000000	1.7	41	QAM 256	34
30	410000000	1.8	41	QAM 256	35
31	514000000	0.7	40	QAM 256	36

3.0 Downstream channels

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

1	Locked	41	9	0
2	Locked	40	0	0
3	Locked	40	2	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	41	2	0
8	Locked	41	1	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	41	0	0
12	Locked	41	0	0
13	Locked	41	1	0
14	Locked	41	2	0
15	Locked	41	2	0
16	Locked	41	1	0
17	Locked	41	3	0
18	Locked	41	3	0
19	Locked	41	1	0
20	Locked	41	7	0
21	Locked	41	4	0
22	Locked	41	4	0
23	Locked	41	4	0
24	Locked	41	8	0
25	Locked	41	4	0
26	Locked	41	9	0
27	Locked	41	6	0
28	Locked	41	5	0
29	Locked	41	3	0
30	Locked	41	6	0
31	Locked	40	10	0

3.1 Downstream channels

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

37

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

37

Locked

41

0.3

102489048

0

3.0 Upstream channels

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

0	49600000	42.5	5120	QAM 64	1
1	43100000	41.8	5120	QAM 64	2
2	36600000	40.5	5120	QAM 64	3
3	30100000	39.5	5120	QAM 64	4
4	23600000	38.5	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

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

6

10.4

38.5

2K

QAM 256

3.1 Upstream channels

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

6

OFDMA

208

74000000

0

0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

cmreg-vmdg660-bbt076-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

21894

1230000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

21893

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

Any help would be much appreciated as the phone support seems to have no idea. 

[Roger_Gooner]

Can you post the network log as well.

[Ash_]

Network Log

Time Priority Description

21-08-2024 22:52:07	notice	GUI Login Status - Login Success from LAN interface
21-08-2024 21:39:01	notice	GUI Login Status - Login Success from LAN interface
21-08-2024 21:01:59	notice	REGISTRATION COMPLETE - Waiting for Operational status
21-08-2024 21:01:55	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 21:01:50	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 21:01:49	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 21:01:42	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 21:01:40	notice	Honoring MDD; IP provisioning mode = IPv4
21-08-2024 21:01:18	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 21:01:17	critical	Cable Modem Reboot because of - Reboot UI
21-08-2024 20:32:49	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 20:32:49	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 20:32:49	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 20:32:25	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2024 20:31:41	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
16-08-2024 06:22:47	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:39:28	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:39:27	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:39:01	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:38:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:38:47	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:38:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:33:34	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:33:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:33:00	critical	Cable Modem Reboot because of - Reboot Timezone Change
15-08-2024 09:30:15	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:29:54	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
15-08-2024 09:29:53	critical	Cable Modem Reboot because of - pin-reset

[Ash_]

This morning the upload is much better but I have done nothing. The download is correct as I am running this speed test off my old Mac mini home server connected over 1gb ethernet into a switch. 

My Macbook Pro using 2.5gb adaptor hit 1180mbs down and 105.3mbps up. 

The speeds are just up and down all the time. 

[Roger_Gooner]

Although your stats look good the log shows network instability. Report this to VM again.

[Ash_]

Hi mate,

Thanks for this. This morning I did call VM and they are going to call me this evening as I mentioned sometimes it's good and most of the time it's poor.

What points to the network instability so I can go back armed with that info? Is it "Unicast Maintenance Ranging attempted - No response - Retries exhausted"? 

[-tony-]

and they are going to call me this evening

well it will be a first if they do - its the way of getting rid of you and the agent closing the call as solved

offshore was it - thats usual although it can happen if you happen to get someone in the UK - if they do call - go out and get a lottery ticket its sure to win as you are obviously special/unique

[Ash_]

Yeah it was someone offshore and I alluded to the issue being either at the cabinet or something in the local area being the issue. I also mentioned about the critical errors on the network log but he was having none of it telling me to rest the router. 

I have just checked my network logs again and I am now getting these errors with a bunch of critical errors;
"RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=redacted;CMTS-MAC=redacted;CM-QOS=1.1;CM-VER=3.1;"

[-tony-]

no idea on the logs - there are people here who may comment but mostly its gibberish - its certainly gibberish to the offshore script readers - they are clueless and will either tell you what they think you want to hear or simply make rubbish up/lie - some in the past have back quoted what google says - they are not technical in any way not that the forum staff are - the clue is that this place is run by the social media div of VM

so expect absolutely no meaningful help and you will not be disappointed - staff may get involved and pm you for more info but my and other peoples cat know more than the forum team technically - you are on your own - like what you have or look to get BT fibre or city fibre if its available

[Roger_Gooner]

The multiple instances of SYNC Timing Synchronization failures and T3 timeouts are indicative of network instability.