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hy6e
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Low speeds and inconsistent service

  • Hi there.

On 200MB and currently getting very slow speeds - anything from single figures down to a maximum of 80MBs. Speeds are VERY up and down and the connection often drops altogether.

I've done everything suggested by Virgin, but no change.

Thanks in advance for any help, logs follow...

Network LogTime Priority Description
16/10/2020 08:24:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:23:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:20:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:12:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:07:15Warning!Lost MDD Timeout;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

11390000002.438256 qam1
2147000000238256 qam2
3155000000238256 qam3
4163000000238256 qam4
51710000002.238256 qam5
61790000002.238256 qam6
7187000000238256 qam7
81950000001.740256 qam8
92030000001.538256 qam9
102110000001.738256 qam10
112190000001.538256 qam11
122270000001.538256 qam12
13235000000138256 qam13
142430000000.538256 qam14
152510000000.238256 qam15
162590000000.538256 qam16
172670000000.738256 qam17
18275000000138256 qam18
192830000001.238256 qam19
202910000001.738256 qam20
21299000000238256 qam21
22307000000240256 qam22
233150000002.540256 qam23
243230000002.540256 qam

 

Upstream bonded channels

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

1462000004.95512064 qam1
2258000004.85512064 qam4
3394000004.9512064 qam2
4326000004.875512064 qam3

 

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online
 

 

 

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Andrew-G
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Message 2 of 19
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Re: Low speeds snd inconsistent service

Nothing stands out, but There's a lot more data in the Network log that isn't showing.  If you're using a keyboard, go back to the Network log, click to make that the active window, hit Ctrl-A to select all, Ctrl-C to copy, and then Ctrl-V to paste it into a reply.

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hy6e
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Re: Low speeds snd inconsistent service

Hi Andruser. Thanks for the quick response.

Full log is here:

Network LogTime Priority Description
16/10/2020 08:44:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:24:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:23:25Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:20:47noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:12:25criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 08:07:15Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 07:35:14noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 07:28:14noticeSW download Successful - Via Config file
16/10/2020 07:26:16noticeSW Download INIT - Via Config file
01/01/1970 00:02:23criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 06:34:15noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 22:54:25criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 22:35:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 21:41:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 21:39:33criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 21:18:17criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 21:06:5criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 20:56:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 19:18:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 19:00:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Andrew-G
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Message 4 of 19
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Re: Low speeds snd inconsistent service

Yuk, that's a nasty log.  All of those timeouts, partial service and sync errors show that it's dropping out repeatedly - often this is down to upstream noise.  Although the upstream was behaving itself when you posted the data, if it is upstream noise then we'd usually see drops in upstream modulation or fewer than four channels, but this tends to be intermittent.  I'll flag this for the forum staff to advise - sometimes it's an area problem, sometimes your line.  It's possible but very unlikely to be a faulty hub.

 

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Alex_RM
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Message 5 of 19
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Re: Low speeds and inconsistent service

Hi hy6e,

 

Thanks for posting and sorry to see you're having some issues with the connection.

 

I've been able to locate your account using your forum details and can see that we've identified some performance issues that require a technician to resolve.

 

I've arranged this and you can view the time and date of your appointment via your online account here

 

Alex_Rm

hy6e
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Message 6 of 19
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Re: Low speeds snd inconsistent service

Thanks Andruser. Thought it looked nasty but no clue what it actually meant.

I'm not the only one in the neighbourhood with problem so sounds like an area problem. Would I need to escalate away from here or would it be picked up?

Edit: Just seen Alex's response, will pick up from there.

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hy6e
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Message 7 of 19
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Re: Low speeds and inconsistent service

Hi Alex. Your link just takes me to my account page - is there something on there i should be looking for?

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Alex_RM
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Message 8 of 19
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Re: Low speeds and inconsistent service

Hi hy6e,

 

Your appointment should show once you sign in, let me know if not and I can send you the time and date via private message 🙂

 

Alex_Rm

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hy6e
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Message 9 of 19
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Re: Low speeds and inconsistent service

Nothing there I'm afraid. Don't know if it's because I'm on my mobile. Any chance you can ping me that PM? 

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Alex_RM
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Message 10 of 19
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Re: Low speeds and inconsistent service

You should receive a text message closer to the day advising of the appointment 🙂

 

Alex_Rm

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