Internet drops intermittently after upgrade from M100 to M350 package

[tgailing]

Hi everyone. I have recently upgraded from the M100 to the M350 package. The M100 has always worked well and delivered speeds of around 100Meg. I use a mixture of WIFI and ethernet connections.

After the upgrade the WIFI has not been as consistent as before. The speed is variable on both WIFI and ethernet and often I only get 20-30Mbps on an ethernet connection.  I use a mix of devices including ipad 8th gen 2020, iphone xr, Windows 10 laptop.

I have restarted the router (Hub 3) and today reset it. 

I am running a ThinkBroadband BQM test. This is the link to the live test.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2269fb1117e3296be4e58fb8b3f0023c232071f3

  My modem status is as as follows.

Has anyone got any advice on what might be going on here? 

Thank you very much.

Cable Modem Status
Item Status Comments
Acquired Downstream Channel (Hz)
402750000
Locked
Ranged Upstream Channel (Hz)
39400000
Locked
Provisioning State
Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 6 38 256 qam 30
2 202750000 4.9 38 256 qam 9
3 210750000 4.5 38 256 qam 10
4 218750000 4.3 37 256 qam 11
5 226750000 4 35 256 qam 12
6 234750000 3.7 38 256 qam 13
7 242750000 3.5 38 256 qam 14
8 250750000 3.2 38 256 qam 15
9 258750000 2.7 38 256 qam 16
10 266750000 2.5 38 256 qam 17
11 274750000 0.7 37 256 qam 18
12 282750000 2.2 37 256 qam 19
13 290750000 4.3 38 256 qam 20
14 298750000 5.1 38 256 qam 21
15 306750000 5.6 38 256 qam 22
16 314750000 6 38 256 qam 23
17 322750000 6.3 38 256 qam 24
18 330750000 6.5 38 256 qam 25
19 370750000 6.9 38 256 qam 26
20 378750000 6.6 38 256 qam 27
21 386750000 6.3 38 256 qam 28
22 394750000 6.1 40 256 qam 29
23 410750000 6 38 256 qam 31
24 418750000 5.9 38 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 10 0
2 Locked 38.6 11 0
3 Locked 38.6 16 0
4 Locked 37.6 5 0
5 Locked 35.5 167 0
6 Locked 38.6 8 0
7 Locked 38.6 8 0
8 Locked 38.6 9 0
9 Locked 38.6 20 0
10 Locked 38.6 8 0
11 Locked 37.3 80 0
12 Locked 37.3 41 0
13 Locked 38.6 8 0
14 Locked 38.6 19 0
15 Locked 38.6 29 0
16 Locked 38.6 15 0
17 Locked 38.9 5 0
18 Locked 38.9 2 0
19 Locked 38.6 2 0
20 Locked 38.6 7 0
21 Locked 38.9 10 0
22 Locked 40.3 5 0
23 Locked 38.6 6 0
24 Locked 38.6 7 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 48.5 5120 64 qam 4
2 46200000 48 5120 64 qam 3
3 53700000 47.8 5120 64 qam 2
4 60300000 47 5120 64 qam 1

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

Refresh data
General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow
SFID 395480
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow
SFID 395479
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

Network Log
Time Priority Description
12/01/2021 18:44:2 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 18:38:47 notice SW download Successful - Via Config file
12/01/2021 18:36:36 notice SW Download INIT - Via Config file
11/01/2021 07:09:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 00:31:54 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 00:29:8 notice SW download Successful - Via NMS
11/01/2021 00:25:53 notice SW Download INIT - Via NMS
10/01/2021 22:25:17 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 17:08:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 16:34:47 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 16:34:33 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 16:06:46 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/01/2021 15:36:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/01/2021 10:06:8 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/01/2021 03:36:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/01/2021 23:48:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 15:36:2 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/12/2020 14:11:34 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[MikeRobbo]

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 ?

[MikeRobbo · Accepted solution]

Your Downstream Power Levels individually are all within spec but, the differential between the lowest at +0.2dBmV and the highest at +6.9dBmV is too great.

This will need an engineer to put right.

You can either call in (08:00 is the best time) or wait on here for a few days (6 to 10 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 402750000 6 38 256 qam 30
2 202750000 4.9 38 256 qam 9
3 210750000 4.5 38 256 qam 10
4 218750000 4.3 37 256 qam 11
5 226750000 4 35 256 qam 12
6 234750000 3.7 38 256 qam 13
7 242750000 3.5 38 256 qam 14
8 250750000 3.2 38 256 qam 15
9 258750000 2.7 38 256 qam 16
10 266750000 2.5 38 256 qam 17
11 274750000 0.7 37 256 qam 18
12 282750000 2.2 37 256 qam 19
13 290750000 4.3 38 256 qam 20
14 298750000 5.1 38 256 qam 21
15 306750000 5.6 38 256 qam 22
16 314750000 6 38 256 qam 23
17 322750000 6.3 38 256 qam 24
18 330750000 6.5 38 256 qam 25
19 370750000 6.9 38 256 qam 26
20 378750000 6.6 38 256 qam 27
21 386750000 6.3 38 256 qam 28
22 394750000 6.1 40 256 qam 29
23 410750000 6 38 256 qam 31
24 418750000 5.9 38 256 qam 32

[tgailing]

I have restarted the modem and run another test with all other devices disconnected. . The download speed has gone up to 245Mbs. Here is the full data. It's not the full 350 but much better than before. Does the router data thrown up anything useful? If the speed stays at 245 I might reduce my package to the 200 and see what that delivers.

Thank you 🙂

Download

245.4 Mbps

Upload

37.6 Mbps

Latency

16.3 ms

Cable Modem Status

Item Status Comments

Acquired Downstream Channel (Hz)

402750000

Locked

Ranged Upstream Channel (Hz)

25800000

Locked

Provisioning State

Online

Downstream bonded channels

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

1 402750000 6 38 256 qam 30

2 202750000 5 38 256 qam 9

3 210750000 4.5 38 256 qam 10

4 218750000 4.1 36 256 qam 11

5 226750000 3.7 35 256 qam 12

6 234750000 3.2 38 256 qam 13

7 242750000 2.9 38 256 qam 14

8 250750000 3.2 38 256 qam 15

9 258750000 3 38 256 qam 16

10 266750000 2.7 38 256 qam 17

11 274750000 1.2 37 256 qam 18

12 282750000 2.5 37 256 qam 19

13 290750000 4.5 38 256 qam 20

14 298750000 5.4 38 256 qam 21

15 306750000 5.9 38 256 qam 22

16 314750000 6.3 38 256 qam 23

17 322750000 6.6 38 256 qam 24

18 330750000 7 40 256 qam 25

19 370750000 6.6 38 256 qam 26

20 378750000 6.4 38 256 qam 27

21 386750000 6 40 256 qam 28

22 394750000 6 40 256 qam 29

23 410750000 6 40 256 qam 31

24 418750000 5.9 38 256 qam 32

Downstream bonded channels

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

1 Locked 38.9 5 0

2 Locked 38.6 6 0

3 Locked 38.6 9 0

4 Locked 36.3 4 0

5 Locked 35 24 0

6 Locked 38.6 0 0

7 Locked 38.6 0 0

8 Locked 38.9 12 0

9 Locked 38.6 7 0

10 Locked 38.6 5 0

11 Locked 37.6 7 0

12 Locked 37.6 0 0

13 Locked 38.9 0 0

14 Locked 38.9 5 0

15 Locked 38.9 17 0

16 Locked 38.9 12 0

17 Locked 38.9 5 0

18 Locked 40.3 0 0

19 Locked 38.6 0 0

20 Locked 38.9 5 0

21 Locked 40.3 6 0

22 Locked 40.3 5 0

23 Locked 40.3 4 0

24 Locked 38.9 5 0

Upstream bonded channels

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

1 25800000 50 5120 64 qam 6

2 39400000 48.8 5120 64 qam 4

3 46200000 48.3 5120 64 qam 3

4 32600000 49.3 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

General Configuration

Network access

Allowed

Maximum Number of CPEs

1

Baseline Privacy

Enabled

DOCSIS Mode

Docsis30

Config file

cmreg-vmdg505-bbt062-b.cm

Primary Downstream Service Flow

SFID 403938

Max Traffic Rate 402500089

Max Traffic Burst 42600

Min Traffic Rate 0

Primary Upstream Service Flow

SFID 403937

Max Traffic Rate 38500089

Max Traffic Burst 42600

Min Traffic Rate 0

Max Concatenated Burst 42600

Scheduling Type BestEffort

[tgailing]

I'm sorry to pick this up again,. My speed on an ethernet connection varies from very fast (350Mbps down and 35 Mbps uload) to slow (35Mbps down and 13 Mbps upload). I have included my modem status data below. Any idea what might be going on here? Thankyou so much.

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)
402750000
 
Locked
 
Ranged Upstream Channel (Hz)
25800000
 
Locked
 
Provisioning State
Online
 

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1 402750000 6 38 256 qam 30
2 202750000 4.6 38 256 qam 9
3 210750000 4.3 38 256 qam 10
4 218750000 3.9 36 256 qam 11
5 226750000 3.5 35 256 qam 12
6 234750000 3.2 37 256 qam 13
7 242750000 2.7 38 256 qam 14
8 250750000 3 38 256 qam 15
9 258750000 3 38 256 qam 16
10 266750000 2.7 38 256 qam 17
11 274750000 0.7 37 256 qam 18
12 282750000 2.2 37 256 qam 19
13 290750000 4.4 38 256 qam 20
14 298750000 5.3 38 256 qam 21
15 306750000 5.6 38 256 qam 22
16 314750000 6 38 256 qam 23
17 322750000 6.5 38 256 qam 24
18 330750000 6.8 38 256 qam 25
19 370750000 6.5 38 256 qam 26
20 378750000 6.5 38 256 qam 27
21 386750000 6.3 40 256 qam 28
22 394750000 6.1 40 256 qam 29
23 410750000 6 38 256 qam 31
24 418750000 5.8 38 256 qam 32

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1 Locked 38.9 44 0
2 Locked 38.9 124 0
3 Locked 38.6 93 0
4 Locked 36.3 4083 0
5 Locked 35 392867 21
6 Locked 37.6 221 0
7 Locked 38.6 265 0
8 Locked 38.9 219 0
9 Locked 38.6 254 0
10 Locked 38.6 432 0
11 Locked 37.6 3785 0
12 Locked 37.3 739 0
13 Locked 38.6 118 0
14 Locked 38.9 103 0
15 Locked 38.6 82 0
16 Locked 38.9 87 0
17 Locked 38.6 57 0
18 Locked 38.9 47 0
19 Locked 38.9 80 0
20 Locked 38.9 56 0
21 Locked 40.3 165 924
22 Locked 40.3 42 0
23 Locked 38.9 55 0
24 Locked 38.9 88 0

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1 25800000 49.8 5120 64 qam 6
2 39399942 48.3 5120 64 qam 4
3 46200001 47.8 5120 64 qam 3
4 32599970 48.8 5120 64 qam 5

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1 ATDMA 0 0 23 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 1 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
cmreg-vmdg505-bbt062-b.cm
 

Primary Downstream Service Flow

SFID 403960
Max Traffic Rate 402500089
Max Traffic Burst 42600
Min Traffic Rate 0

Primary Upstream Service Flow

SFID 403959
Max Traffic Rate 38500089
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

[tgailing]

Here are some recent speed tests to illustrate the fluctuations. Thank you 🙂

24-01-2021 15:55:24 (GMT) 328.7 Mbps 14.9 Mbps Virgin Media  view result
24-01-2021 15:53:18 (GMT) 37.5 Mbps 3.9 Mbps Virgin Media  view result
24-01-2021 15:52:25 (GMT) 384.8 Mbps 24.9 Mbps Virgin Media  view result
24-01-2021 15:51:27 (GMT) 383.8 Mbps 22.1 Mbps Virgin Media  view result
24-01-2021 15:50:42 (GMT) 375.6 Mbps 24.9 Mbps Virgin Media  view result
24-01-2021 15:46:08 (GMT) 385.9 Mbps 23.5 Mbps Virgin Media  view result
24-01-2021 14:43:34 (GMT) 382.3 Mbps 34.5 Mbps Virgin Media  view result

I have also run a line quality test on ThinkBroadband.com which delivered this result.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3500cc9347737e616545d