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squireblackden
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Constant issues with speed on M200 service

Hi there

I'm having constant huge reductions in speed on my M200 service, since start of November 2020. I have an automated speed test every hour on server with 1Gb hard wire to Hub 3 on modem mode and my average speed since start Nov is 83Mb! It often drops well below 50Mb. I have a spreadsheet with all hourly speedtest from Nov 1.

I can sort it by power cycling the Hub, but within a day or so, it goes again. Here is the latest, and typical, entry from the Hub log...

13/01/2021 15:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 11:56Warning!RCS Partial Service;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 11:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXXXXX;CMTS-MAC=C4;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 11:54Warning!RCS Partial Service;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 15:00noticeLAN login Success;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 07:13criticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 18:28noticeLAN login Success;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 13:54criticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 12:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 16:56criticalNo Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 11:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 21:35noticeLAN login Success;CM-MAC=XXXXXXXXXXX;CMTS-MAC=XXXXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

 

I put a formal complaint into Virgin last week. There doesn't appear to be any other way to contact them, other than waiting well over an hour n the phone. Unsurprisingly, heard nothing. The quality of customer service, even taking Covid into account, is v poor.

Any and all help would be very much appreciated. Thanks.

Hoping someone from Virgin will pick this up here and help

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MikeRobbo
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Alessandro Volta
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Message 2 of 17
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Re: Constant issues with speed on M200 service

The sooner the better …

If possible 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.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live 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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Re: Constant issues with speed on M200 service

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 Advanced Settings > Tools > Network Status.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

Please do not use screen shots.

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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MikeRobbo
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Re: Constant issues with speed on M200 service

What speeds do you get at >>  SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

Then immediately after …

Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?


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squireblackden
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Message 5 of 17
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Re: Constant issues with speed on M200 service

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squireblackden
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Re: Constant issues with speed on M200 service

Here it is - please note, currently not on one of its 'go slows'! Will post again when it is...

Downstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
12027500007.340256 qam9
2210750000740256 qam10
3218750000740256 qam11
42267500006.840256 qam12
52347500006.840256 qam13
62427500006.640256 qam14
72507500006.640256 qam15
82587500006.540256 qam16
92667500006.540256 qam17
102747500006.540256 qam18
112827500006.540256 qam19
122907500006.340256 qam20
132987500006.440256 qam21
14306750000640256 qam22
15314750000640256 qam23
163227500005.940256 qam24
173307500005.840256 qam25
183707500005.340256 qam26
193787500005.140256 qam27
203867500004.940256 qam28
213947500004.840256 qam29
224027500004.840256 qam30
234107500004.640256 qam31
244187500004.540256 qam32
      
      
Downstream bonded channels   
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked40.9311952 
2Locked40.33142085 
3Locked40.32571193 
4Locked40.3265645 
5Locked40.3315501 
6Locked40.9285576 
7Locked40.9321556 
8Locked40.9379692 
9Locked40.32961105 
10Locked40.92761212 
11Locked40.970531259 
12Locked40.388081285 
13Locked40.394031038 
14Locked40.99623891 
15Locked40.39321480 
16Locked40.93955745 
17Locked40.92130566 
18Locked40.326241 
19Locked40.3218229 
20Locked40.9213130 
21Locked40.3254185 
22Locked40.3248317 
23Locked40.3277447 
24Locked40.9363645 

 

Upstream bonded channels   
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
15370000043.5512064 qam2
23940000042.5512064 qam4
34620004943512064 qam3
46029995244512064 qam1
      
      
Upstream bonded channels   
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0020
4ATDMA0000

 

General Configuration
Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt060-b.cm

  
  
Primary Downstream Service Flow
SFID22580
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0
  
  
Primary Upstream Service Flow
SFID22579
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log  
TimePriorityDescription
13/01/2021 17:47noticeLAN login Success;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 15:33ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 11:56Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 11:56criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
13/01/2021 11:54Warning!RCS Partial Service;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 15:00noticeLAN login Success;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 07:13criticalNo Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 18:28noticeLAN login Success;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 13:54criticalNo Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 12:39ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 16:56criticalNo Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 11:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 21:35noticeLAN login Success;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
29/12/2020 12:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
27/12/2020 17:06criticalNo Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
15/12/2020 19:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 21:55noticeLAN login Success;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
12/12/2020 21:40criticalNo Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:06Warning!MDD message timeout;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:06Warning!Lost MDD Timeout;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

 

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MikeRobbo
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Message 7 of 17
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Re: Constant issues with speed on M200 service

It looks like your Hub isn't responding to the pings.

Can you log into the Hub settings and set your Hub Firewall sad shown below.

Hub-3-Firewall

 


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squireblackden
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Message 8 of 17
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Re: Constant issues with speed on M200 service

I don't have those setting available as I'm in modem mode, sorry.

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MikeRobbo
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Message 9 of 17
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Re: Constant issues with speed on M200 service

OK set your Routing device to respond to ICMP.


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squireblackden
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Message 10 of 17
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Re: Constant issues with speed on M200 service

OK - have done. It's a unifi USG, so takes a few minutes to re provision.

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