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IndigoPearl
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Message 1 of 21
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Large ping spikes and speed less than 10% of contract

Hi there!

Appreciate this is a busy time for you! For the past few weeks ive been having continuous and large ping spikes and low speeds in general: going as low as 7.99 download and 3.14 upload today!

When gaming my ping can go from 18ms all the way up to 6000 - it never settles either.

Placing my Hub network log below in the hope someone can help me! (i've reset the hub, checked my ethernet and wi-fi connections, all fine: i do have a lot of smart devices connected, but their bandwidth usage is very small and has never been a problem before!)

 

 

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IndigoPearl
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Re: Large ping spikes and speed less than 10% of contract

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
298750000
Locked
Ranged Upstream Channel (Hz)
53699904
Locked
Provisioning State
Online

 

Downstream bonded channels

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

12987500001.940256 qam21
2138750000340256 qam1
31467500003.540256 qam2
41547500003.440256 qam3
51627500002.240256 qam4
6170750000240256 qam5
7178750000140256 qam6
81867500000.940256 qam7
9194750000040256 qam8
10202750000-0.740256 qam9
11210750000-0.740256 qam10
12218750000-140256 qam11
13226750000-1.240256 qam12
14234750000-1.740256 qam13
15242750000-1.740256 qam14
16250750000-1.240256 qam15
17258750000-0.740256 qam16
18266750000040256 qam17
19274750000040256 qam18
20282750000140256 qam19
212907500000.940256 qam20
223067500001.740256 qam22
233147500000.940256 qam23
243227500000.240256 qam24



Downstream bonded channels

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

1Locked40.9140134
2Locked40.320095
3Locked40.921288
4Locked40.3224285
5Locked40.9184105
6Locked40.3184129
7Locked40.9129107
8Locked40.915991
9Locked40.9198110
10Locked40.324499
11Locked40.3185102
12Locked40.318394
13Locked40.9239107
14Locked40.919590
15Locked40.9163114
16Locked40.9160109
17Locked40.3198146
18Locked40.3184121
19Locked40.3150112
20Locked40.914584
21Locked40.320098
22Locked40.9215117
23Locked40.3187112
24Locked40.920896
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IndigoPearl
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Re: Large ping spikes and speed less than 10% of contract

Upstream bonded channels

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

1536999044.15512064 qam7
2394000594.1512064 qam9
3462000004.1512064 qam8
4603000434.175512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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IndigoPearl
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Re: Large ping spikes and speed less than 10% of contract

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-rtsxl20016u-b.cm



Primary Downstream Service Flow

SFID57018
Max Traffic Rate230000061
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID57017
Max Traffic Rate22000061
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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IndigoPearl
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Re: Large ping spikes and speed less than 10% of contract

Network Log

Time Priority Description

25/04/2020 17:05:27noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2020 04:02:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 17:38:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/04/2020 17:08:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2020 17:38:21noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 14:37:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:30:59criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:17:0criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:6noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:14:20Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:13:4criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:10:56Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:10:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:10:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:10:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:01:52Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:01:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:01:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:01:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2020 13:01:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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IndigoPearl
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Message 6 of 21
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Re: Large ping spikes and speed less than 10% of contract

Hi all,

Just bumping this today if anyone can help, my repeat tests show that I'm getting way below what I should be getting for my m200 contract .

Thanks!

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Roger_Gooner
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Message 7 of 21
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Re: Large ping spikes and speed less than 10% of contract

Although your stats look good your logs show that the modem is losing network lock and not wholly succeeding in reestablishing lock. If there's no area fault a VM tech should be sent round to investigate.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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IndigoPearl
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Message 8 of 21
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Re: Large ping spikes and speed less than 10% of contract

Thank you! So this is something that can't be done remotely? (Thinking of the current situation)

Otherwise can I request onsite support without going through the phone? I'm assuming lines are busy at the moment.

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Roger_Gooner
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Message 9 of 21
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Re: Large ping spikes and speed less than 10% of contract

It needs a tech to carry out checks between the hub and cabinet. If he finds no fault he can report the problem to someone else who can carry out checks upstream of the cabinet.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Megan_L
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Message 10 of 21
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Re: Large ping spikes and speed less than 10% of contract

Hello IndigoPearl,

Thanks for your post, I am sorry you're having these issues with your service. I know how frustrating it can be, especially when there's not much to do right now apart from gaming. streaming or working!

I've had a look at your service from our side and can see there are no issues with your connection from the cabinet, that's all green. However your WIFI has a coverage issue, I can see you have 19 devices connected to your WIFI right now which is going to take a huge amount of bandwidth. If you go on these - link - link - you will be able to follow troubleshooting tips for WIFI connectivity and making sure you squeeze as much speed as possible out of your WIFI.

Megan_L