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dinth
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Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50Mbps

Hey. Im using Superhub 3 in modem mode. 

Before i had 100Mbps connection on Superhub 3 and it was very reliable and speeds were stable. 

When i had upgraded to 350Mbps, my SH3 was replaced with a same model, but the speeds became very temperamental.

Screenshot from 2019-11-25 19-38-19.png

My broadband works full speed most of the time, but randomly speed falls even down to 300kbps (yes, thats kilobits, roughly 0.3Mbps).  This happens for a minute or two, on average once per 20 minutes around the clock. Im also getting longer downtimes where 0.5Mbps speeds are consistent for hours - usually this happens in afternoons and evenings, but not always. Sometimes i get 350Mbps in evening and it falls down to 0.5Mbps after 1am in the morning. 

Ive tried running online tests and sometimes, when my speed is slow for a longer period it detects that there's a fault with my modem and restarts it. This temporarily fixes the issue until next time it happens. 

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jbrennand
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Re: Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50Mbps

I am not familiar with that test site - are they done on an ethernet device connected directly to the Hub - and what device is it ? Or is it wifi - what router have you? If so - have you tried changing the ethernet cable and trying other ports on the Hub - just in case!

One quick thing is to check all your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends, and that the internal wiring is ok with no kinking or chaffing. Also check that all looks good with the outside cabling and wall box.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Andrew-G
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Re: Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50Mbps

Some excellent suggestions by jbrennand, and well worth following.  

My take is that if the download speed drops, but can be restored by a "remote poke", then it is likely that the hub is losing synchronisation on a number of channels over which it communicates with the local CMTS.  When the hub gets prodded, either by the VM network software, or by you restarting the hub, it attempts to re-synch all channels, and this usually succeeds, restoring speeds.  However, due to either incorrect power levels, or noise, the hub struggles to maintain that re-synchronised state.

If you connect to the hub, don't log in but click "Check router status", go to the tab market  Network logs.  Do you see errors with the comment RCS Partial Service?  That is where the hub loses channels, and is trying to re-establish them.  If those are present, you might want to post the contents of the Upstream and Downstream tabs here - sometimes there's an obvious cause and knowing that sometimes helps get the fault fixed quickly, although if my theory is correct then you will still need a technician to visit. 

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dinth
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Re: Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50Mbps

Hi. Thanks for your reply.

The graph i pasted are speedtest results grabbed every 5 minutes directly on the router (im using my own router, Superhub 3 is in modem mode). My internal cabling (on "my" side of SH3 modem) is all good, its hard to inspect VM coax cabling as it has been all chased into the walls, but it has not been touched in ages and i always had good speeds until i upgraded to 350. Same goes with external box, its closed and im not sure if its a good idea to open it, if i got no equipment to actually run any tests. This being said, the engineer upgrading my line to 350 has only replaced the modem, without touching any infrastructure. 

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Re: Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50Mbps

 

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
227000000
Locked
Ranged Upstream Channel (Hz)	
53700017
Locked
Provisioning State	
Online

Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	227000000	-0.2	38	256 qam	12
2	187000000	0.2	38	256 qam	7
3	195000000	0.2	38	256 qam	8
4	203000000	0.2	38	256 qam	9
5	211000000	0	38	256 qam	10
6	219000000	-0.2	38	256 qam	11
7	235000000	0	38	256 qam	13
8	243000000	0	38	256 qam	14
9	251000000	-0.2	38	256 qam	15
10	259000000	-0.2	38	256 qam	16
11	267000000	0	38	256 qam	17
12	275000000	0.2	38	256 qam	18
13	283000000	0.7	38	256 qam	19
14	291000000	0.5	38	256 qam	20
15	299000000	0.7	38	256 qam	21
16	307000000	0.9	38	256 qam	22
17	315000000	1	38	256 qam	23
18	323000000	0.7	38	256 qam	24
19	379000000	0	38	256 qam	25
20	387000000	0	38	256 qam	26
21	395000000	0.2	38	256 qam	27
22	403000000	0	38	256 qam	28
23	411000000	0	38	256 qam	29
24	419000000	0	38	256 qam	30


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	176	12
2	Locked	38.9	279	37
3	Locked	38.9	76	0
4	Locked	38.6	86	0
5	Locked	38.6	121	0
6	Locked	38.9	157	0
7	Locked	38.6	66	0
8	Locked	38.9	81	0
9	Locked	38.9	73	0
10	Locked	38.6	104	0
11	Locked	38.6	128	6
12	Locked	38.9	75	0
13	Locked	38.6	63	0
14	Locked	38.6	101	0
15	Locked	38.9	78	0
16	Locked	38.6	61	0
17	Locked	38.9	48	0
18	Locked	38.9	105	0
19	Locked	38.9	44	0
20	Locked	38.9	116	0
21	Locked	38.9	79	0
22	Locked	38.9	76	0
23	Locked	38.6	68	0
24	Locked	38.9	70	0

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	53700017	4.75	5120	64 qam	10
2	39400007	4.75	5120	64 qam	12
3	46199988	4.75	5120	64 qam	11
4	60300026	4.75	5120	64 qam	9


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

General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
SUBsgvca69834ncxv9873254k;fg87d


Primary Downstream Service Flow
SFID	26256
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0


Primary Upstream Service Flow
SFID	26309
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort


Time	Priority	Description
12/11/2019 04:25:27	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2019 06:42:29	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2019 00:09:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2019 02:01:35	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2019 04:47:15	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2019 04:47:15	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/11/2019 09:46:0	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2019 06:47:13	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2019 09:36:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/11/2019 22:32:14	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2019 14:17:17	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/11/2019 14:17:17	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/11/2019 10:07:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2019 14:19:9	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/11/2019 18:47:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2019 00:08:30	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2019 01:13:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2019 05:03:11	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2019 09:57:54	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/11/2019 09:57:54	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsxxl35016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

And just for clarity: heres my speedtest result for last 24h.

Screenshot 2019-11-26 at 20.30.38.png

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Andrew-G
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Re: Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50Mbps

No need to go poking around in VM's wall boxes, all that was meant was a visual check for obvious external damage to cables or boxes, and checking the internal cable joints between VM equipment and the wall box for finger tightness.

Your stats are mostly OK, although there's few post-RS errors that shouldn't be there.  The number shown is not normally material (depends on how fast the errors crop up, rather than the total number recorded).  However, you network log shows rather a lot of  "no ranging response" T3 timeouts, and those are normally caused by upstream noise, which manifests for customers in disconnections or speed loss.

Unfortunately that can only be sorted by a technician visit.

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Re: Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50...

Hi dinth,

 

Welcome to forums and thank you for your post 🙂

Sorry to hear you are having issues with your speeds. Thank you for your insight on this @Andrew-G. I will pop you over a private message so we can book a technician for you. Just keep an eye out for the purple envelope.

 

Zoie_P

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dinth
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Re: Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50...

Thanks Zoie for booking an engineer. What should i tell him once he arrives? Or maybe I should show him this thread? 

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Re: Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50...

Hi Michal,

 

I've noticed the hub has not been rebooted for 11 days. Can you reboot it for me, then do a speedtest at speedtest.net (wired) with only 1 device such as a PC/Laptop connected to the net? 

 

Kind regards,

John_GS
Forum Team

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dinth
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Re: Had stable full speed on 100M VM connection, after upgrading to 350M speeds are down to <0.50...

Hi guys and thanks everyone for help.

The engineer found out a lot of noise on the line, he was surprised that the central has not picked this up. Eventually he pinpointed the issue to be a loose connection on damper. 

Now im getting a way better service.

Screenshot 2019-12-01 at 07.48.24.png

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