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PVS23
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Erratic Broadband Speeds Since Upgrading to m500

Since I upgraded to the 500 package a few weeks ago my speeds have been rather erratic, sometimes hitting as high as 550 but sometimes dropping well below that (lowest around 250). This is with a wired ethernet cat 7 cable into a gigabit ethernet port on my desktop pc. I get similar results with a cat 6 cable connected to a gigabit ethernet port on my laptop as well, so it isn't the cables or my devices causing the issue.

Looking at my network stats, I seem to getting a lot of pre and post rs errors on the downstream and, alos wondered whether the "no ranging response" errors on the network log are a little too frequent.

If there is anyone out there with more technical knowledge who could have a look at the stats below and reply, it would be greatly appreciated. Thank you.

Online

wnstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 322750000 -5.2 38 256 qam 24
2 138750000 -7 38 256 qam 1
3 146750000 -6.9 38 256 qam 2
4 154750000 -6 38 256 qam 3
5 162750000 -6.2 38 256 qam 4
6 170750000 -6.2 38 256 qam 5
7 178750000 -6.2 38 256 qam 6
8 186750000 -6 38 256 qam 7
9 194750000 -6.4 38 256 qam 8
10 202750000 -6.5 38 256 qam 9
11 210750000 -6.5 38 256 qam 10
12 218750000 -6.2 38 256 qam 11
13 226750000 -6.2 38 256 qam 12
14 234750000 -5.7 38 256 qam 13
15 242750000 -5.7 38 256 qam 14
16 250750000 -5.9 38 256 qam 15
17 258750000 -5.9 38 256 qam 16
18 266750000 -6 38 256 qam 17
19 274750000 -6.2 38 256 qam 18
20 282750000 -6.2 38 256 qam 19
21 290750000 -6.4 38 256 qam 20
22 298750000 -6.2 38 256 qam 21
23 306750000 -5.7 38 256 qam 22
24 314750000 -5.2 38 256 qam 23

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 1522 127
2 Locked 38.6 476186 118987
3 Locked 38.6 85476 1001
4 Locked 38.9 5302 968
5 Locked 38.9 5128 860
6 Locked 38.6 4881 768
7 Locked 38.6 4827 728
8 Locked 38.6 4520 625
9 Locked 38.9 3856 488
10 Locked 38.9 3429 473
11 Locked 38.6 3014 422
12 Locked 38.6 2538 360
13 Locked 38.6 2408 329
14 Locked 38.9 2336 251
15 Locked 38.9 2265 263
16 Locked 38.9 2370 244
17 Locked 38.6 2310 240
18 Locked 38.6 2403 195
19 Locked 38.9 2432 247
20 Locked 38.6 2330 349
21 Locked 38.9 2252 225
22 Locked 38.6 2269 232
23 Locked 38.6 1970 269
24 Locked 38.6 1700 196

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.95 5120 64 qam 6
2 25800000 4.8 5120 64 qam 8
3 32600000 4.8 5120 64 qam 7
4 46200000 4.95 5120 64 qam 5

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

neral Configuration
Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode Docsis30
Config file kfoA,.iyewrkldJKDHSU

Primary Downstream Service Flow
SFID 130
Max Traffic Rate 575000000
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 129
Max Traffic Rate 38520000
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 16320
Scheduling Type BestEffort

Network Log
Time Priority Description
07/09/2020 16:51:18 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 19:33:21 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2020 08:42:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 20:06:14 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 19:06:59 notice DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 19:06:59 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 18:11:9 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 18:08:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 15:23:49 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 12:47:56 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 11:40:45 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/09/2020 05:24:58 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 13:22:11 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 00:48:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 00:18:10 notice DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 00:18:10 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 04:17:49 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 22:12:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 02:56:44 notice DHCP Renew - lease parameters tftp file-Vcb573b2ee9a9587e.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/08/2020 02:56:44 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

 

 

 



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MikeRobbo
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Alessandro Volta
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Helpful Answer

Re: Erratic Broadband Speeds Since Upgrading to m500

Your Downstream Power levels are too low on the majority of the channels.

You will need an engineer to put them right.

You can contact VM to report the problem using ...

Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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PVS23
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Re: Erratic Broadband Speeds Since Upgrading to m500

Thanks, Mike. Much appreciated. I will see if someone from Virgin picks this up on the forum over the next few days and, if not, give them a call. You are right, ringing early in the morning is usually best, as I found out when I renegotiated my new package a few weeks ago.

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PVS23
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Re: Erratic Broadband Speeds Since Upgrading to m500

I took your advice, Mike, and rang Virgin at 8 am this morning. The lady I spoke to agreed that my signal issues were too low but, surprisingly, told me I needed to upgrade my router and didn't need an engineer visit. I wasn't satisfied with that response, as my understanding mirrors yours i.e. signal level issues can only be adjusted by an engineer visit, so I rang back at 9 am and spoke to someone else. He suggested my power levels and erratic speeds were being caused by having a number of different devices connected to the network (even though those devices were all on standby or switched off at the time) and the new router would solve this. Unfortunately, the conversation got a little heated at that point, as I felt I was being fobbed off with nonsense. Eventually, after I insisted, I now have an engineer booked to visit on Thursday morning. Interesting that both people I spoke to before 10am appeared to be from their overseas call centre. To be fair, I can't fault their command of the English language and politeness but I do have reservations about their technical ability and apparent willingness to close calls as quickly as possible, rather than actually solve the issue.

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