Lost all speed at 8pm, 800-900mb to 1-10mb... Problem in area or router faulty?

[Viion]

Hello,

I have had a very smooth and consistent connection with zero issues since mid July, over 2 months! 800-900+.

Today, my VM router restarted, I figure this was just an update or something but after coming back online I now can't get a speed above 1-10mb, all Speed Test websites report below 10mb, I can barely load any pages, just loading this page took about a minute straight (not even slightly joking).

I have tried everything I can think off... Several reboots, turning off for 30 minutes, Refitted all cables. Wifi + Ethernet, nothing has fixed it yet. Everything looks correct in the network status tab.

When I go to the Connection Test it says no issue in the area, then when testing my connection it says they're aware of the issue and to come back in 23 hours!?!?!?!?! what that has to be a joke right... What issue, I've not had any text? Why does it say at first no issues until it does a test...

Any help of things I can try will be appreciated, WFH so this is extremely dire. Thank you

[legacy1]

Hmm... getting worse... when idle can you run a CMD with:
ping -n 200 194.168.4.100
see if it drops packets
run this speed test
https://www.speedtest.net/
and see what the download latency is

[Viion]

Thank you for your reply, 

For speedtest.net it is all over, it starts at 2mb then goes to 30mb then goes down, sometimes "pauses" for a few sec (i guess packet loss) then jumps down, but will keep going down and down and down to below 10mb. All websites do this from Googles, SamKnows, Fast.com etc.

Attached a graph example.

 Ping Trace:

--- 194.168.4.100 ping statistics ---
202 packets transmitted, 174 packets received, 13.9% packet loss
round-trip min/avg/max/stddev = 9.463/11.614/24.789/2.840 ms

It does look like VM are having issues with their website, when I click "Test my connection" it was saying "Bad Request" (HTTP 400) now it says "Sorry, we can’t run a test on your services right now" 🤐

[legacy1]

Your ping show low latency with packet loss so likely a bad line running to your connection you can check the coax are not lose.

You could also ping 192.168.0.1 or 192.168.100.1 for packet loss

Login to the hub post up the downstream and upstream with T# timeouts

[Viion]

I've checked all cables straight from the wall, all in pristine condition from visual, all extremely tight. The lead going from the wall to the back of the hub is extremely tight when it's in (push not screw as it says on the lead), like you need some force to get it off and it's pushed in as far as it can go.

When I ping them 2 i get 0% packet loss from both (200 pings).

Here is my downstream/upstream, are these normal? I've done a factory reset 3 times.

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 331000000 0.5 30.6 QAM256 25
0 139000000 2.9 26.5 QAM256 0
2 147000000 2.6 26.6 QAM256 2
3 155000000 3 27.1 QAM256 3
4 163000000 2.6 27.4 QAM256 4
5 171000000 2 27.2 QAM256 5
6 179000000 1.4 27.1 QAM256 6
7 187000000 1.9 27.5 QAM256 7
8 195000000 1.7 27.7 QAM256 8
9 203000000 1.7 28 QAM256 9
10 211000000 1.6 28.3 QAM256 10
11 219000000 1.9 28.6 QAM256 11
12 227000000 2 29.1 QAM256 12
13 235000000 1.7 29.1 QAM256 13
14 243000000 1.9 29.4 QAM256 14
15 251000000 1.6 28.5 QAM256 15
16 259000000 1.6 29.8 QAM256 16
17 267000000 1.4 29.8 QAM256 17
18 275000000 1.6 29.8 QAM256 18
19 283000000 1.7 30 QAM256 19
20 291000000 1.7 30 QAM256 20
21 299000000 1.1 30.2 QAM256 21
22 307000000 0.4 30.2 QAM256 22
23 315000000 0.3 30.4 QAM256 23
24 323000000 0.4 30.6 QAM256 24
26 339000000 0.3 30.6 QAM256 26
27 347000000 -0.2 30.4 QAM256 27
28 355000000 0.1 30.7 QAM256 28
29 363000000 -0.2 30.6 QAM256 29
30 371000000 -1.3 29.6 QAM256 30
31 379000000 -0.3 30.4 QAM256 31


25 Locked 30.589052 1308537 0
0 Locked 26.474628 2383387 7684175
2 Locked 26.586855 3280002 6787518
3 Locked 27.144096 8641058 1419119
4 Locked 27.355989 9504964 537283
5 Locked 27.248751 9208285 844076
6 Locked 27.067228 8395338 1666605
7 Locked 27.465942 9711303 312320
8 Locked 27.694572 9861878 52185
9 Locked 27.967041 9632126 5803
10 Locked 28.325089 9101160 438
11 Locked 28.641720 7994383 7
12 Locked 29.103352 6233643 0
13 Locked 29.103352 6188357 0
14 Locked 29.440836 4790957 0
15 Locked 28.462973 8619761 76
16 Locked 29.806774 3458950 0
17 Locked 29.759310 3605147 0
18 Locked 29.806774 3309585 0
19 Locked 30.001997 2965993 0
20 Locked 30.001997 2471306 0
21 Locked 30.154396 2220495 0
22 Locked 30.154396 2073962 0
23 Locked 30.420918 1399527 0
24 Locked 30.589052 1184143 0
26 Locked 30.589052 1257541 0
27 Locked 30.366289 1759467 0
28 Locked 30.704872 945472 0
29 Locked 30.646576 1163000 0
30 Locked 29.574476 4218477 0
31 Locked 30.420918 1778233 0

UP:

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 40 5120 KSym/sec 64QAM 2
2 60300000 40 5120 KSym/sec 64QAM 1
3 46200000 39.8 5120 KSym/sec 32QAM 3
4 39400000 39.8 5120 KSym/sec 64QAM 4


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 0 0
2 US_TYPE_STDMA 0 0 0 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0



Primary Downstream Service Flow
SFID
65494
Max Traffic Rate
1230000450
Max Traffic Burst
42600
Min Traffic Rate
0


Primary Upstream Service Flow
SFID
65493
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort

[Viion]

I call up this morning and been told it's an issue in the area. However the VM website does not say there is any issues in the area and says there is no problem with the connection, so I feel I've been fobbed off there a bit...

It's still very bad today, even in modem mode on a TP Deco it won't even connect (what i normally use).

On the Hub Device Status it's saying 1000 MBPS to my laptop but no where am i getting that at all...

[pete_at_home]

VM website is often out of sync with what Network engineering teams are doing.

You downstream levels are ok, but SNR & MER are terrible, hence why uncorrected errors are also high.  This is clearly a problem on the VM Cable network.  Probably an amplifier out of alignment or failing.

[Viion]

Thank you for your reply!

When you say “This is clearly a problem on the VM Cable network.  Probably an amplifier out of alignment or failing.” is that something they have to come to the street to fix?

i have managed to book an engineer to come tomorrow. I hope its something they can fix! 

[pete_at_home]

Yes it requires an engineer to check the cabinets.   It could also be the cable from the nearest cab to your house.

[jpeg1]

Have you tried the local check number?  0800 561 0061 

If that says there is a fault, individual technician visits are usually cancelled until it's fixed.