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350 Down To 10mb :-(

Afternoon all, since yesterday our 350 package has dropped down to 10Mbps down 7Mbps up as reported by speedtest. I've tried all the normal troubleshooting steps, direct ethernet connection, hard reset etc. Service status is showing as fine on the normal site.

After 2 hours on the phone with support this morning, they will be sending out a new Hub which will take 2 working days to arrive. The support guy completely refused my requests to book in an engineer for next week in case the new Hub doesn't sort anything. In short looks like my wife and i will have a hard time trying to work from home for up to a week 😞

I'm hoping that one of you guru's might have some tips 🙂 Hub status screens are attached. 

Thanks in Advance!

Item Status Comments

Acquired Downstream Channel (Hz)
195000000
Locked
Ranged Upstream Channel (Hz)
32600000
Locked
Provisioning State
Online

Downstream bonded channels

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

11950000001340256 qam8



Downstream bonded channels

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

1Locked40.936206995

 

Upstream bonded channels

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

1326000004.275512064 qam5

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm

 

Primary Downstream Service Flow

SFID22130
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID22129
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

Time Priority Description

07/11/2020 11:25:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 11:16:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 11:16:26criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 10:25:27criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 10:20:26noticeSW download Successful - Via Config file
07/11/2020 10:20:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 10:18:19noticeSW Download INIT - Via Config file
07/11/2020 09:45:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:25:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:20:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/11/2020 09:04:24noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 23:36:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 23:08:12noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 23:01:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 22:34:43noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 22:06:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/11/2020 21:59:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 10:33:47criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:41:2noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2020 09:16:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

  

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Alessandro Volta
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Helpful Answer

Re: 350 Down To 10mb :-(

You have a major lack of Downstream & Upstream Channels

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: 350 Down To 10mb :-(

Thanks so much for the rapid response. Just to clarify are you suggesting that the fix suggested by customer services this morning to replace the router wont resolve this?

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Alessandro Volta
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Re: 350 Down To 10mb :-(

It should do.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: 350 Down To 10mb :-(

Thanks, fingers crossed they get the new hub out quickly 🙂

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Re: 350 Down To 10mb :-(

Ran a connection test this morning and it’s showing “we know of an issue in your area”, but the service status and automated number are indicating no issues.

Is this just because my call yesterday has been logged or is there actually an area wide issue that Virgin are looking into? 

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Re: 350 Down To 10mb :-(

It turns out that that there was an issue in our area and we're now back to normal speeds 🙂 In the meantime i've received a new V3 Hub. Does anyone know if there are any significant hardware changes since the V3 hub I got 4 years ago and the new one? I.e. should i replace it anyway or just stay with the old hub. Cheers!

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