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DigitalDonkey
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Broadband slower after upgrade to M500

I was upgraded to M500 on Saturday.  Upload speed is good, but download speed has dropped from an average of 220 Mbps to 150 Mbps. I have a wired SamKnows box, so I have reliable stats, see below.

I have tried the usual, tighten connections, reboot etc.

I did call VIP support but they started to ask me to put my PC into safe mode, speed test etc and refused to book an engineer.

I will attach connection diagnostics tonight, but can I book an engineer to take a look at the cables and levels.

Thanks

D8597A80-3737-45AE-95F5-3A340F070936.jpeg

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DigitalDonkey
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Re: Broadband slower after upgrade to M500

If someone wouldn't mind looking through my diagnostic log and see if they can see any issues, that would be appreciated:

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

298750000

3.2

38

256 qam

21

2

138750000

3.7

40

256 qam

1

3

146750000

3.4

40

256 qam

2

4

154750000

3.2

40

256 qam

3

5

162750000

3.7

40

256 qam

4

6

170750000

3.7

38

256 qam

5

7

178750000

3.5

38

256 qam

6

8

186750000

3.7

38

256 qam

7

9

194750000

3.9

38

256 qam

8

10

202750000

3.9

38

256 qam

9

11

210750000

3.7

38

256 qam

10

12

218750000

3.7

38

256 qam

11

13

226750000

3.7

38

256 qam

12

14

234750000

3.7

38

256 qam

13

15

242750000

3.2

38

256 qam

14

16

250750000

3.2

38

256 qam

15

17

258750000

3.2

38

256 qam

16

18

266750000

2.9

38

256 qam

17

19

274750000

2.7

38

256 qam

18

20

282750000

2.9

38

256 qam

19

21

290750000

3

38

256 qam

20

22

306750000

3.4

38

256 qam

22

23

314750000

3.2

38

256 qam

23

24

322750000

3.2

38

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

50

0

2

Locked

40.3

22

0

3

Locked

40.3

24

0

4

Locked

40.3

22

0

5

Locked

40.3

42

0

6

Locked

38.9

35

0

7

Locked

38.9

50

0

8

Locked

38.9

43

0

9

Locked

38.9

41

0

10

Locked

38.6

39

0

11

Locked

38.6

27

0

12

Locked

38.9

38

0

13

Locked

38.9

44

0

14

Locked

38.6

72

0

15

Locked

38.9

55

0

16

Locked

38.6

67

0

17

Locked

38.9

42

0

18

Locked

38.9

85

0

19

Locked

38.6

84

0

20

Locked

38.9

69

0

21

Locked

38.9

56

0

22

Locked

38.6

58

0

23

Locked

38.6

49

0

24

Locked

38.9

32

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

46199844

4.7

5120

64 qam

1

2

25800096

4.475

5120

64 qam

4

3

32599971

4.575

5120

64 qam

3

4

39400000

4.625

5120

64 qam

2




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

0

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

0

0

4

ATDMA

0

0

0

0

 

Primary Upstream Service Flow

SFID

421283

Max Traffic Rate

38520000

Max Traffic Burst

42600

Min Traffic Rate

0

Max Concatenated Burst

16320

Scheduling Type

BestEffort

 

Network Log

Time

Priority

Description

27/07/2019 08:53:2

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/07/2019 08:53:6

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/07/2019 08:53:6

Warning!

RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/07/2019 08:53:7

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/07/2019 08:53:11

Warning!

Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/07/2019 12:46:50

critical

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

 

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legacy1
Alessandro Volta
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Helpful Answer

Re: Broadband slower after upgrade to M500

This seems to happen to some people your stats for Docsis show as fine.

Are you in modem mode?

Can you put the hub in modem mode then power off for 2mins and connect only a PC to the hub then power on and test your speed.

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DigitalDonkey
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Re: Broadband slower after upgrade to M500

Thanks Alessandro,

Thanks for checking the DOCIS levels.

Modem mode or direct connection made no difference, but after a week the speed is now up to the advertised level. 

98F78DCB-CF81-44F3-9DEE-885D73AE2E63.jpeg

I guess it took a little time to range it’s speed. 

Thanks for all your help on this. 

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