Broadband service has hit a new low

[rcrismale]

 my broadband has been horrendous for the last few days. I called to find out what the issue was and I was told I would still have intermittent outages. However, I’ve hardly had any service full stop. It hit an all time low not long ago. I pay for 350 mbps speed, but I have been chugging around 280-300 kbps. Are we back on dial-up?

[jpeg1]

You graphic hasn't been approved yet. What device is showing this speed and how is it connected?

[rcrismale]

Hi,

I check my speed on multiple apps. However, my screenshot was from fast.com, which is what a virgin engineer showed me last time they were by to check my connectivity issue. I usually check my network on my iPhone 11. However, various devices have confirmed my spotty/poor performance, like my Apple TV.

Richard

[Andrew-G]

The image shows a fast.com rest result of 280 kbps, but can't be approved because the client IP address is shown.  Curiously that is an IPv6 address, which certainly is possible but has been a hotly debated* topic as to whether VM support that or not.  Other possible causes exist for that IPv6 address which might explain poor speeds, including using VPN's, unintentionally misconnected LANs, none of which I can comment on.  At speeds that low, and with a loaded latency of 1.6 seconds I don't think a simple wifi problem is a likely cause.

How about you pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

* Hotly debated only by a tiny, tiny minority to whom the hum of server room air conditioning over the otherwise near anechoic chamber stillness is the soundtrack to normal life.

[rcrismale]

Hi Andrew,

last time, they didn’t believe it was a downstream power issue. It ended up being an upstream one. That was supposedly fixed. However, I think they were doing work recently and knocked out the service. That was restored, but it has been horrendous ever since. Fine so far this morning. Although, I am still getting low speed readings on Speed Test and my Nest Wifi apps. VM CS told me it was lasting a few days longer. However, it is getting really irritating with the lack of consistent internet with WFH, etc. Does the sam still apply to check the status if my Hub 3 is in modem mode?

[Andrew-G]

Yes, status checking works the same way in modem mode:  

Pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

If there's a reported area fault then VM won't send out a technician until that is marked as resolved, so perhaps worth waiting if you've been given a fault number and a fix date, since any status readings no matter how bad will result in no action until that area fault clears, and potentially that's the cause of your speed problem. 

[rcrismale]

Thanks. Will post once I can actually get to the hub page.

[rcrismale]

Downstream bonded channels

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

1	234750000	0.2	30	256 qam	13
2	138750000	0	26	256 qam	0
3	146750000	-0.2	25	256 qam	0
4	154750000	-1.2	25	256 qam	0
5	162750000	-1.5	24	256 qam	0
6	170750000	-3	26	256 qam	0
7	178750000	-1.7	29	256 qam	6
8	186750000	-0.7	32	256 qam	7
9	194750000	-0.2	31	256 qam	8

[rcrismale]

Upstream bonded channels

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

1	46200000	50.8	5120	64 qam	1
2	39400000	50.3	5120	64 qam	2
3	25800000	44.3	5120	32 qam	4
4	32600000	45.8	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[rcrismale]

Network Log

Time Priority Description

19/09/2021 06:56:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:56:39	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:55:30	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:55:28	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:49:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:49:42	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:47:40	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:47:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:45:26	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:45:25	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:44:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:44:58	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:43:38	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:43:38	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:43:32	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:43:31	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:43:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:43:6	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:42:53	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/09/2021 06:42:53	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;