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RikinTrivedi
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20mb on M350 since June

Hi All,

My broadband speed has been consistently slow for a long time now - since June 2020 to be precise.
I keep track of this in speedtest.net, and since June the average is 25Mbps but i should be getting 350 Mb p/s as per my contract - - that is what I am paying for.


I have exhausted all the troubleshooting option, called Virgin Tech number of time and they are no help at all.

I have a complain ref number but I don't know what to do now.

Advise pls.

Thanks

RikinTrivedi_0-1602182576089.png

 

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MikeRobbo
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Message 2 of 28
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Re: 20mb on M350 since June

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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RikinTrivedi
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Re: 20mb on M350 since June

Hi Mike,

Thanks for the reply.

VM engineer came and did the full checks and tests and found that the junction box at the end of the street was damaged.

He then flagged it as high priority (P1) and its' been almost a week now and nothing.

Service status is green in my area.

Have setup the BQM . . . 

Rik

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MikeRobbo
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Message 4 of 28
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Re: 20mb on M350 since June

Post the data that I have asked for so that the VM Staff can see what is going on.


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RikinTrivedi
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Re: 20mb on M350 since June

HI Mike,

As per request, here is the data.

Downstream bonded channels

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

1258750000-0.240256 qam16
2250750000040256 qam15
3266750000040256 qam17
4274750000-0.440256 qam18
5282750000-0.240256 qam19
6290750000-0.540256 qam20
7298750000-0.540256 qam21
8306750000-0.740256 qam22
9314750000-0.740256 qam23
10322750000-140256 qam24
11330750000-140256 qam25
12378750000-1.740256 qam26
13386750000-1.540256 qam27
14394750000-1.740256 qam28
15402750000-1.938256 qam29
16410750000-2.240256 qam30
17418750000-2.538256 qam31
18426750000-2.538256 qam32
19434750000-2.538256 qam33
20442750000-238256 qam34
21450750000-2.538256 qam35
22458750000-2.238256 qam36
23466750000-2.438256 qam37
24474750000-2.738256 qam38

 

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RikinTrivedi
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Re: 20mb on M350 since June

 

Downstream bonded channels

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

1Locked40.342262
2Locked40.9445317
3Locked40.346695
4Locked40.347967
5Locked40.346674
6Locked40.3537650
7Locked40.3560511
8Locked40.3494513
9Locked40.3465911
10Locked40.3479814
11Locked40.3434610
12Locked40.331961519
13Locked40.3284062
14Locked40.3326410
15Locked38.933925
16Locked40.3362838
17Locked38.935919
18Locked38.6354915
19Locked38.6390411
20Locked38.932819
21Locked38.928660
22Locked38.929320
23Locked38.9308613
24Locked38.931446

 

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RikinTrivedi
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Re: 20mb on M350 since June

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462001294.6512064 qam1
2326000334.5512064 qam3
3258000744.425512064 qam4
4394001844.55512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

 

 

 

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Re: 20mb on M350 since June

Network LogTime Priority Description
08/10/2020 18:10:40noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 18:10:12Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 12:31:0ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 05:42:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/10/2020 20:45:59ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 10:36:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 07:57:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 01:16:2ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 16:37:36ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 13:36:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 07:59:14ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 22:33:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 16:11:55criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 16:09:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 16:09:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 16:09:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 16:09:2Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 16:09:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 16:09:1Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 15:38:32critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

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MikeRobbo
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Re: 20mb on M350 since June

Post a 'Live Link' to your BQM as well please.


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RikinTrivedi
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Re: 20mb on M350 since June


@MikeRobbo wrote:

Post a 'Live Link' to your BQM as well please.


 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/47375f7390885e2aecc3fd97d1f28cf366a534d0
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