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patrickk
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broadband speed problems

hi. recently ive been having problems with the speed of my broadband. im on the 200Mbs service and over the last couple of weeks ive been getting inconsistent speeds varying from 5-6Mbs to full speed and variations inbetween. this has been in router mode and recently ive brought my own router and put the superhub 3 into modem mode and still gettingh the same varying speedtest results.

Ive spoke to someone on 150 helpline that was not very helpfull as i explained the speed problem was both in router and modem mode with my own router, anyway she did a few tests and had me do a couple of speedtests on my desktop  (wired) and mac mini (again wired) and said there was nothing wrong. 

I pointed out that the speed problem has gone on for a couple of weeks now but said i was getting the right speed when she was on the phone<at one point she even asked if i was using virgins equipment and i said yes a superhub 3. it became very frustrating as i had to keep repeating myself about the inconsistant speed i am getting. after i had done speaking to her she called me back to 'educate me' about the difference between router and modem mode and had to stop her and pointed aout and explained that i already Know the difference.

any help or suggestions appreciated.

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griffin
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Re: broadband speed problems

Posting some basic diagnostic info may help.

Navigate to the hub's GUI using http://192.168.100.1
Don't log in, click the Router Status button
Copy \ Paste the Downstream, Upstream, and Network Logs.

Don't worry about the formatting, but do obscure personal information like your WAN IP address.

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patrickk
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Re: broadband speed problems

thank you for replying and as requested 

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12990000000.938256 qam21
23230000000.740256 qam24
3315000000140256 qam23
43070000001.440256 qam22
52910000000.538256 qam20
6283000000140256 qam19
72750000000.940256 qam18
8267000000038256 qam17
92590000000.438256 qam16
10251000000140256 qam15
112430000000.538256 qam14
12235000000038256 qam13
132270000000.538256 qam12
142190000001.440256 qam11
152110000001.438256 qam10
162030000001.240256 qam9
171950000000.538256 qam8
18187000000-1.237256 qam7
191790000009.621256 qam6
201710000001.735256 qam5
21163000000-3.437256 qam4
22155000000-3.537256 qam3
231470000001.430256 qam2
241390000001226256 qam1
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9429440
2Locked40.3399755
3Locked40.3370739
4Locked40.3350794
5Locked38.9282804
6Locked40.3336840
7Locked40.3263757
8Locked38.9303780
9Locked38.6343791
10Locked40.9278439
11Locked38.9355885
12Locked38.9309732
13Locked38.9298735
14Locked40.3257778
15Locked38.9255834
16Locked40.32165776
17Locked38.914755936
18Locked37.3841951238
19NotLocked19.92589825669
20Locked35.5857532945
21Locked37.63577881345
22Locked37.35555696129643
23Locked30.296057345839502
24Locked26.61262084648437
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940000046512016 qam2
22580000046512016 qam4
33260000046512016 qam3
44620000046512016 qam1
Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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patrickk
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Re: broadband speed problems

and network logs too,
Network Log
Time Priority Description
2018-08-11 13:21:41.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:21:46.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:22:04.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:22:10.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:23:24.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:23:29.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:24:29.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:24:29.00 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:24:29.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:25:08.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:26:41.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 13:44:48.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 14:03:04.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 14:03:13.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 14:33:02.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 14:52:41.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 14:53:04.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 15:31:34.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 15:31:47.00 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-08-11 15:31:55.00 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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griffin
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Re: broadband speed problems

The downstream channels on the lower frequencies are misbehaving, poor SNR and power levels all over the place.

You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.

 

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patrickk
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Re: broadband speed problems

thank you for replying griffen!, after this mornings escapade on the phone when i was told my connection was fine i'll wait for a member of the team to reply as  its not majorly affecting anything at the moment but if it gets any  worse in the meantime then i'll have to brave the call centre again. thank you again.

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Forum Team (Retired) Emma_E
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Re: broadband speed problems

Hi patrickk, 

 

Thanks for getting back in touch, the connection looks ok from this side currently. 

 

Are you still having trouble with the connection?

 

If so we will be happy to take another look for you. 


All the best

 

Emma


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patrickk
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Re: broadband speed problems

Hi Emma I'm still having problems with variable speed throughout the day <a href="http://www.speedtest.net/result/7561943931"><img src="http://www.speedtest.net/result/75619... my latest speedtest  result here, this was also wired.  (hope its ok to post the link). and ill add my router logs too if their any help to you.

Downstream bonded channels

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

12990000000.938256 qam21
23230000000.540256 qam24
3315000000140256 qam23
43070000001.240256 qam22
52910000000.238256 qam20
62830000000.740256 qam19
72750000000.738256 qam18
8267000000140256 qam17
92590000001.240256 qam16
10251000000-0.238256 qam15
112430000000.440256 qam14
12235000000038256 qam13
132270000000.740256 qam12
142190000001.240256 qam11
152110000001.740256 qam10
162030000001.240256 qam9
171950000000.438256 qam8
18187000000-0.538256 qam7
191790000007.534256 qam6
201710000000.736256 qam5
21163000000-1.736256 qam4
22155000000-2.536256 qam3
23147000000031256 qam2
2413900000011.124256 qam1



Downstream bonded channels

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

1Locked38.63162122623
2Locked40.32812240395
3Locked40.32691640931
4Locked40.32677055101
5Locked38.94426533187
6Locked40.32794240312
7Locked38.62208638977
8Locked40.32196457007
9Locked40.32774346902
10Locked38.94248843996
11Locked40.33841097813625587
12Locked38.9798861437632
13Locked40.32273138099
14Locked40.32444549023
15Locked40.92127034541
16Locked40.36452150904
17Locked38.931371051871
18Locked38.66097740312148798
19Locked34.919868763138681144
20Locked36.6216029561576830
21Locked36.31338259632744098
22Locked36.318198190844821821
23Locked32506686379168375380
24Locked7.1381157346

153958021

 

Upstream bonded channels

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

13940000046512016 qam2
22580000046512016 qam4
33260000046512016 qam3
44620000046512016 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0020

 

thank you for replying and any help would be great!. 

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patrickk
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Re: broadband speed problems

sorry i'll try that speedtest link again sorry about that. [URL=http://www.speedtest.net/result/7561943931][IMG]http://www.speedtest.net/result/7561943931.png[/IMG]...] usually its pretty stable above the 200Mbps its only recently seems to have started with the variable speeds.

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Forum Team (Retired) Emma_E
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Re: broadband speed problems

Hi patrickk, 

 

Many thanks for getting back to me. I have taken another look and there is something quite odd going on on the last downstream segment. 

 

I would like to get an engineer out to take a look at that for you.

 

I will pop you a Pm to get this arranged. 

 

Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma


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