Less than half speeds on M200 service - copious RS errors

[goldstonebha]

The service has been running fine until recently when we had an outage with no area fault flagged. I got an engineer booked but service resumed, I cancelled but he turned up anyway and had a look and replaced something in the old Telewest wall box leading to the outside cable, and put waterproofing on the joint outside.

Anyway this is the current download report after rebooting. Download speeds are running at about 90Mbps instead of the usual 210 or so. Upload is OK at about 20. 

I'm guessing an engineer is needed but can't find again how to book one as no faults are coming up on Virgin's test. Any help gratefully received.

Network Log

Time Priority Description

02/07/2021 10:49:21	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 10:00:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 10:00:46	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels

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

1	203000000	-0.2	36	256 qam	9
2	139000000	2.4	37	256 qam	1
3	147000000	2	36	256 qam	2
4	155000000	1.5	36	256 qam	3
5	163000000	1	36	256 qam	4
6	171000000	0.9	36	256 qam	5
7	179000000	0.7	36	256 qam	6
8	187000000	0.5	36	256 qam	7
9	195000000	0.2	36	256 qam	8
10	211000000	-0.4	36	256 qam	10
11	219000000	-0.5	36	256 qam	11
12	227000000	-0.5	36	256 qam	12
13	235000000	-0.5	36	256 qam	13
14	243000000	-0.7	35	256 qam	14
15	251000000	-1	35	256 qam	15
16	259000000	-1.2	35	256 qam	16
17	267000000	-1.2	35	256 qam	17
18	275000000	-1.7	35	256 qam	18
19	283000000	-1.9	35	256 qam	19
20	291000000	-1.9	35	256 qam	20
21	299000000	-1.2	35	256 qam	21
22	307000000	-1.2	35	256 qam	22
23	315000000	-1	35	256 qam	23
24	323000000	-1	35	256 qam	24

Downstream bonded channels

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

1	Locked	36.3	91385	304
2	Locked	37.3	39809	236
3	Locked	36.6	46954	445
4	Locked	36.6	54906	354
5	Locked	36.6	61421	471
6	Locked	36.3	68649	394
7	Locked	36.6	78087	424
8	Locked	36.6	90040	446
9	Locked	36.3	88403	491
10	Locked	36.6	89574	405
11	Locked	36.3	82873	374
12	Locked	36.3	83349	360
13	Locked	36.3	78105	318
14	Locked	35.7	80560	384
15	Locked	35.7	77817	382
16	Locked	35.7	74538	393
17	Locked	35.7	73752	357
18	Locked	35.7	72830	377
19	Locked	35.5	74286	325
20	Locked	35.7	77640	354
21	Locked	35.7	89128	348
22	Locked	35.5	84169	342
23	Locked	35.7	91097	335
24	Locked	35.7	97721	344

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt060-b.cm

Primary Downstream Service Flow

SFID	72494
Max Traffic Rate	230000061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	72493
Max Traffic Rate	22000061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[goldstonebha]

Engineer booked for this Wednesday. Good service. If they fix it that is...

[lotharmat]

They should! - Keep us posted!

[Gareth_L]

Hi goldstonebha

I will check the account after the visit to see how it went as well 

Gareth_L

[goldstonebha]

Had an engineer this morning - mysteriously, download speeds were back up to normal just before he arrived but were still only about half as of yesterday.

Everything checks out OK as of now he said. But he suspects a utilisation problem as it's about 5% but apparently a ticket isn't raised til it gets to 10% and there are more local reports maybe. Problem is neighbours may not notice substandard speeds unless running tests. 

So will monitor this and call it in. 

When we first switched to Virgin there were chronic capacity problems in the area that took about 3 years to fix, so it will be disappointing if the service has gone backwards but I would have expected to see issues when we were in peak lockdown. 

[lotharmat]

If you are on good terms with your neighbours; get them to call it in too - bump it up to more people!

[Sofia_B]

Thanks for the update @goldstonebha, glad to hear things are now performing as they should. 

I'm sorry to hear about the possible utilisation issue, as helpfully advise by @lotharmat, have you discussed this with your neighbours to see if they're also experiencing issues with the service? If they are having issues, please advise them to report this so we can investigate further. 

Thanks, 

[goldstonebha]

Ok I've been to most of the neighbours and we've had a whip round to buy you a decent network reporting tool. Where should I send the cash? 

[lotharmat]

500 Brook Drive, Reading, RG2 6UU apparently!