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Scage
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Gig1 Install yesterday - Speed is less than half

Hi All

I had TV, Broadband and Phone installed yesterday. I have taken the Ultimate Oomph Bundle and opted for Gig1 as it was available.

I tested the speed while the engineer was here and got between 200-281 Mbps over Wi-Fi to my iPhone. I asked the engineer about this and he said it would take a while to settle down but should improve within a day. 

My Xbox Series X is connected by ethernet and its network speed test says it is receiving between 360 and 380 Mbps.

I have done a Sam knows test on my iPhone and it shows speed to the Virgin Media Hub 4 as 135 Mbps and speed to the iPhone as 277 Mbps.

So I'm basically getting the minimum speeds expected of M500.

I would be grateful if someone could help me and see if there is anything in my stats which looks off. The online help all focuses on checking everything is connected and on restarting. I have gone to live chat so that the issue is recorded (obviously I'm in my cooling off period) and they said there is a priority 4 fault in my area which is being resolved at 11am on Sunday. However, Virgin's website shows a green tick and that there are no known issues. The livechat person says I will get my actual speed once this is fixed. But I am a bit sceptical of this.

I will try and post the hub 4 stats in replies to this post.

Thanks in advance.

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Scage
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Re: Gig1 Install yesterday - Speed is less than half

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
18
4
DOCSIS 3.1 channels
1
0

 

3.0 Downstream channels

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

253310000000.438.6QAM25625
17267000000-0.239QAM25617
18275000000-0.239QAM25618
19283000000-0.339QAM25619
20291000000-0.440.4QAM25620
21299000000-0.539QAM25621
22307000000-139QAM25622
23315000000-0.939QAM25623
24323000000-0.339QAM25624
26339000000139QAM25626
273470000001.540.9QAM25627
283550000001.640.4QAM25628
293630000001.639QAM25629
303710000001.440.4QAM25630
313790000001.140.4QAM25631
323870000000.840.4QAM25632
343950000000.640.4QAM25634
354030000000.440.4QAM25635



3.0 Downstream channels

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

25Locked38.60537700
17Locked38.98326100
18Locked38.98326100
19Locked38.98326100
20Locked40.36628700
21Locked38.98326100
22Locked38.98326100
23Locked38.98326100
24Locked38.98326100
26Locked38.98326100
27Locked40.94620900
28Locked40.36628700
29Locked38.98326100
30Locked40.36628700
31Locked40.36628700
32Locked40.36628700
34Locked40.36628700
35Locked40.36628700



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33964K1880QAM4096759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked41-4.3150999350

 

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Re: Gig1 Install yesterday - Speed is less than half

3.0 Upstream channels

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

14620000049.35120 KSym/sec64QAM3
23940000049.35120 KSym/sec64QAM4
332600000495120 KSym/sec64QAM5
42580000048.35120 KSym/sec64QAM10


3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076+voc-b.cm

Primary Downstream Service Flow

SFID
1472388
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow

SFID
1472387
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

 

 

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Re: Gig1 Install yesterday - Speed is less than half

Network Log

Time Priority Description

Thu 01/01/1970 00:01:203No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/08/2021 10:13:573SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/08/2021 10:13:575MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/08/2021 10:14:263No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 04/08/2021 10:14:545MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:343No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 19:28:515MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 19:34:386CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 20:00:004DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 20:08:266CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 20:59:184DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 09/09/2021 21:01:106CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:18:203SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:18:236CM-STATUS message sent. Event Type Code: 2; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:18:265Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:20:303Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:033No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:066CM-STATUS message sent. Event Type Code: 5; Chan ID: 34; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:063No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:136CM-STATUS message sent. Event Type Code: 4; Chan ID: 19; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:173No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 09:22:515MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 13:23:236CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 14:34:385MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 14:34:465RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 10/09/2021 14:35:016CM-STATUS message sent. Event Type Code: 4; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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jem101
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Re: Gig1 Install yesterday - Speed is less than half


@Scage wrote:

 

I tested the speed while the engineer was here and got between 200-281 Mbps over Wi-Fi to my iPhone. I asked the engineer about this and he said it would take a while to settle down but should improve within a day. 

 


Well that was a lie from the start, as it's not how the system works, either the engineer was incompetent (possibly) or just wanted to get away early and so made something up (more likely)!

You have a general connectivity issue, it's dropped some of the downstream channels, and the power levels on the upstream would be a cause for concern as well.

Now there might be an area fault, in which case VM won't send an engineer out again until this is fixed- personally I'd give it until Sunday and periodically check the status to see if it changes. Then reboot the hub and if the speed is still poor, post the stats up here again and we can advise accordingly.

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Re: Gig1 Install yesterday - Speed is less than half

post the upstream levels

as t settling down after a while - that got the tech out of the house with you expecting an improvement - but he lied - you get the speed as and when its turned on

i have no idea what a priority 4 fault is - they gave a fix time but both may be complete BS

as you say you are in your cooling off period and hopefully it does not come to that - wifi can be any speed and is n measure of speed at the hub - consoles can give equally wrong results

you really need to test with a laptop or pc with a 1gig network card using a cat5e cable or better - you could try the samknows test and see what that says

https://samknows.com/realspeed/

____________________

Tony.
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Re: Gig1 Install yesterday - Speed is less than half

Thank you. How do I post the Upstream levels? I just posted the upstream stats from the router page.

To be fair to the engineer he arrived at 5:50 (appointment slot 1-6pm) and stayed until gone 9. I did kind of think that it wasn't how it worked, but felt bad for him and didn't know any better.

I ordered a USB to Ethernet connection last night so I could use an Ethernet connection to a laptop. That has literally just arrived. I have switched the Hub to modem mode and connected to it and this is what I have got.

Scage_0-1631289216345.png

In case the picture doesn't come through its 318 to the box (upload 50.3), 146 to the computer (upload 53.6).

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Re: Gig1 Install yesterday - Speed is less than half

Thanks Jem.

Is there anyway of knowing if there is an area fault? the status on VMs website suggests everything is fine.

As I mentioned I was sceptical of that answer as it sounds like the easy way out, rather than acknowledging I am not getting the agreed service. When pushed on why the website said everything was fine the explanation was because the fault has been identified and prioritised. But that makes no sense - why would it say it was fine if there is a fault that’s not been fixed yet.

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Re: Gig1 Install yesterday - Speed is less than half

Keep in mind your cooling off period.  By all means give VM a chance to fix things, but don't be bamboozled into letting assurances of a fix or the problem being resolved take you over the 14 days.  If they can't get a technician out to you and demonstrate that you're getting the speeds you expected before that period ends, cancel the upgrade. 

 

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Re: Gig1 Install yesterday - Speed is less than half

Thank you Andrew.

it’s a completely new install so I’m really conscious I need it fixed in 14 days. That’s why I’m wary of the engineer saying it will settle, and the live chat saying there’s an area issue that will be fixed at 11am tomorrow (despite service status showing as  fine). It all sounds like I’ll passed from one thing to the next. 3 days of the 14 have already been used up so fingers crossed someone at VM can provide answers. 

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