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Xhaveit
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Area 04 (Tipton) M500 package slow speeds

 

Hi

Just over 1 week ago i upgraded to the M500 package and the first couple of days everything was fine reaching speeds of 450mb download and 50mb up but since Thursday the speeds have been horrible never going over 80mb and getting as low as 12mb.

Playing games or watching Netflix or You tube has been terrible, it seems as if the internet disconnects for 10-15 seconds where i will receive a disconnect in game or buffers on video's.

I have done a pin reset and tested all connections are tight on the hub and checked for any damaged cables but all seems fine.

Help is appreciated.

 
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Re: Area 04 (Tipton) M500 package slow speeds

 
 
 
 

I also forgot to mention today i have tried to contact Customer support 3 times today but each time i have sat on hold for over an hour then the line will go dead as if i have been cut off.

 
 
 
 
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DJ_Shadow1966
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Re: Area 04 (Tipton) M500 package slow speeds

Hello

Can you please post your network stats from the hub

Open a Web browser (e.g. Internet Explorer) and enter the address http://192.168.0.1

Note: If you have enabled Modem Mode on your Hub 3.0 you will need to use 192.168.100.1 instead.

Do not login but click on where it says "Check Router Stats" and then copy and post from the following 4 tabs, Downstream, Upstream, Configuration and Network logs and we can check your power level.

Regards Mike

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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Re: Area 04 (Tipton) M500 package slow speeds

 
 

Downstream bonded channels

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

130700000011.140256 qam22
213900000013.443256 qam1
314700000012.540256 qam2
41550000001240256 qam3
516300000011.840256 qam4
617100000011.943256 qam5
717900000011.540256 qam6
818700000011.640256 qam7
919500000011.140256 qam8
1020300000011.140256 qam9
1121100000011.140256 qam10
1221900000011.140256 qam11
132270000001140256 qam12
1423500000010.840256 qam13
1524300000010.640256 qam14
1625100000010.540256 qam15
172590000001140256 qam16
1826700000010.940256 qam17
1927500000011.340256 qam18
2028300000011.340256 qam19
2129100000011.540256 qam20
2229900000011.640256 qam21
2331500000011.140256 qam23
2432300000010.640256 qam24



Downstream bonded channels

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

1Locked40.9250
2Locked43.360
3Locked40.9210
4Locked40.3230
5Locked40.9240
6Locked43.3230
7Locked40.9220
8Locked40.9120
9Locked40.980
10Locked40.3130
11Locked40.980
12Locked40.9110
13Locked40.9110
14Locked40.980
15Locked40.9120
16Locked40.9130
17Locked40.9170
18Locked40.9110
19Locked40.3100
20Locked40.9210
21Locked40.9150
22Locked40.3380
23Locked40.3200
24Locked40.3180
 
 
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Re: Area 04 (Tipton) M500 package slow speeds

 

Upstream bonded channels

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

1394000634.2512064 qam4
2461999834.2512064 qam3
3537000024.35512064 qam2
4603000874.35512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
 
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
DHSUBsgvca69834ncxv9


Primary Downstream Service Flow
SFID14540
Max Traffic Rate575000000
Max Traffic Burst42600
Min Traffic Rate0


Primary Upstream Service Flow
SFID14539
Max Traffic Rate38520000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst16320
Scheduling TypeBestEffort
 
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Re: Area 04 (Tipton) M500 package slow speeds

 

Network Log

Time Priority Description

27/09/2019 10:37:4Warning!TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2019 12:06:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 01:13:28ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 19:37:28criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/10/2019 21:53:47ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2019 00:51:2ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2019 00:51:2noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2019 15:37:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2019 09:43:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2019 09:43:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2019 09:43:50criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2019 09:43:55Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/10/2019 09:44:33criticalReceived 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;
04/10/2019 12:41:35criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2019 05:17:15ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2019 12:47:18ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2019 12:47:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2019 12:51:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 10:25:26ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2019 17:17:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 
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Re: Area 04 (Tipton) M500 package slow speeds

 
 

I believe that is everything you asked for.

 
 
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Helpful Answer

Re: Area 04 (Tipton) M500 package slow speeds

Hello

Okay upstream is with the specification but the downstream channels are all outside of the specs this why your getting bad download speeds as they are running hot. Your going to need an engineer to fix this, you have also checked at the top of the forum right side where it says "Check service status" that there no local issues. Either call in 150 or wait for a VM staff member picks this post up.

Downstream Modulation

VM Acceptable Power

Seph’s Reasoned Optimal Power

VM Acceptable SNR

Seph’s Reasoned Acceptable SNR

256QAM

-6 to +10 dBmv

-3 to + 8 dBmv

≥ 34 dB

≥ 34.5 dB

 

Regards

I dont work for VirginMedia all opinions are my own.
39 years in IT.
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Re: Area 04 (Tipton) M500 package slow speeds

 
 

Thank you DJ i appreciate the help.

 
 
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Re: Area 04 (Tipton) M500 package slow speeds

 

So i managed to get through to Customer Support and they ran all the necessary checks asked me to pin reset, Unplug all other devices etc and they came to the conclusion that there is nothing wrong on there end so all they can do is file an OFFCOM complaint and OFFCOM will monitor my speed for 30 days and if they see anything wrong with the downstream channels they might be able to fix them remotely on there end but until then i will just have to live with terrible internet.

Before i upgraded to the M500 package i had not had an internet problem since 2017 so i don't know what to think now.

 
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